ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The gold in the article is his simple three-step approach to building a customer-focused culture. Is it that simple?

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

FEBRUARY 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes. This article includes four trends.

Customer Service 96

Customer Service Self Service B2B Retail 96

ShepHyken

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: After doing this “Top Five” for all these years, I realized none of my articles have ever been featured.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Service Is Poised for an AI Revolution by Vala Afshar. Do Customers Trust Your Tech?

Customer Service 99

Customer Service Social Media Chatbots Trends 99

ShepHyken

FEBRUARY 21, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Are Lifelike Digital Humans the Future of Customer Experience? It also adds to the customer experience. by Rebecca Bellan.

Customer Service 70

Customer Service Customer Retention Customer Satisfaction Social Media 70

ShepHyken

OCTOBER 26, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants.

Customer Service 88

Customer Service Contact Center Customer Centricity B2B 88

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Which is Your CX Priority: Satisfied Customers or Profit? This article reminds of this strategy. by Mary Drumond.

Customer Service 118

Customer Service Leadership Ecommerce Culture 118

ShepHyken

MARCH 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. SmarterCX) The chatbot age is here.

Customer Service 62

Customer Service Chatbots Customer Service Training NPS 62

ShepHyken

APRIL 15, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 6 Customer Service Pitfalls and How to Avoid Them by Sam Del Rowe. Here are my top five picks from last week.

Customer Service 87

Customer Service Self Service Chatbots Retail 87

ShepHyken

JANUARY 22, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. Incorporating a chatbot?

Customer Service 90

Customer Service Chatbots Wireless Airlines 90

ShepHyken

OCTOBER 19, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. What Is Voice of the Customer and What Does it Mean for Customer Experience? Here are my top five picks from last week.

Customer Service 76

Customer Service Chatbots Effort Score Voice of Customer 76

Experience Investigators by 360Connext

APRIL 2, 2024

In the best case, every touchpoint will evoke positive emotions and deeply fulfill your customer’s need at that specific point in their journey. But customer touchpoints are often misunderstood for what they really are, or go unappreciated from the customer’s perspective. I use online chat to engage. <- <- Why?

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

ShepHyken

JANUARY 7, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. It’s convenient and predictable, and customers love it. CEOs Who Are Transforming Customer Experience by Robert Reiss.

Customer Service 100

Customer Service Contact Center Tips Chatbots 100

ShepHyken

AUGUST 24, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Can Artificial Intelligence Improve Your Customer Service? The question is, do they really improve your customer service?

Customer Service 84

Customer Service Contact Center Tips Chatbots 84

ShepHyken

MARCH 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. What’s the Difference Between Customer Satisfaction and Customer Loyalty? This year, chatbots helped address that issue.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

ShepHyken

OCTOBER 2, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. This article has some great information. Great concepts here.

Customer Journeys 83

Customer Journeys Customer Service Chatbots Customer Centricity 83

Experience Investigators by 360Connext

APRIL 2, 2024

In the best case, every touchpoint will evoke positive emotions and deeply fulfill your customer’s need at that specific point in their journey. But customer touchpoints are often misunderstood for what they really are, or go unappreciated from the customer’s perspective. I use online chat to engage. <- <- Why?

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

ShepHyken

FEBRUARY 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Can awful airline customer service be overridden with AI and analytics? Chatbots and AI can’t do everything… yet.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

ShepHyken

JUNE 20, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. World’s 3 MOST Customer Centric Companies: How do they do it!! Here are six ideas that will make customer service both more personal and engaging.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

ShepHyken

JANUARY 13, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. What Does it Take to Lose a Customer? CMSWire) Customer experience. Read the article to find out the other three.

Customer Service 93

Customer Service Retail Customer Journeys B2C 93

ShepHyken

FEBRUARY 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Top 5 Tips to Improve Social Customer Service by Kristina Knight. Here are five tips to improve social customer service.

Self Service 82

Self Service Customer Service Social Media Customer Service Training 82

ShepHyken

AUGUST 7, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. Is The Customer Service “Department” Becoming Obsolete? The entire landscape of customer service and support is changing.

Customer Service 58

Customer Service Social Media Chatbots Ecommerce 58

ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. How good is your company’s internal customer experience? The concept of internal customer service is really that simple.

Customer Service 96

Customer Service Airlines Chatbots Resources 96

ShepHyken

DECEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Using Social Media to Connect with Your Most Loyal Customers by Michael A. This article included something worth considering.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

ShepHyken

JANUARY 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. What Do Customers Really Think Of Your Brand? Social media customer care best when humans and bots are at play by Tara Jones.

Social Media 98

Social Media Customer Service Customer Care Insurance 98

Comm100

FEBRUARY 6, 2023

This is why it’s so important for financial institutions to know the trends and expectations their existing and potential customers have regarding the customer experience. In this article, we’ll share five customer experience trends that financial institutions should keep up with in 2023.

Financial 200

Financial Trends Self Service Customer Experience 200

ShepHyken

SEPTEMBER 19, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. The Customer Service Strategies Behind Zappos’s Success by Sharpen. 10 Tips For Making Customers Feel Welcome by Richard R. GetApp) Chatbot.

Customer Service 0

Customer Service Chatbots Culture Tips 0

Inbenta

MARCH 13, 2023

The Generative AI platform’s meteoric rise is understandable – a new and transformative AI tool capable of fixing code, responding to questions, writing emails and articles, and everything in between, is now widely available to the public. No business wants its chatbot engaging in lewd or offensive exchanges.)

Chatbots 111

Chatbots eBook Tools Training 111

ShepHyken

AUGUST 18, 2023

This week, we feature an article by Koichumanov Erkinbek, Product Marketing Manager at Intelogos , an employee well-being and AI performance management platform. He writes about how AI technologies support customer satisfaction and employee well-being. He is an expert in marketing technology and SaaS.

Customer Satisfaction 62

Customer Satisfaction Customer Service Exceptional Customer Service Employee Engagement 62

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

ShepHyken

AUGUST 15, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Will Chatbots and AI Replace Federal Customer Service Reps? Call it a “richer” customer experience. by Phil Goldstein.

Customer Service 48

Customer Service Social Media Chatbots Tips 48

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This is an excellent article to get you thinking about how AI could potentially be a part of (if it is not already) your marketing strategy.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

ShepHyken

APRIL 2, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Three Important Considerations for Customer Service Surveys by Paul Selby. Do you want happier customers? Yes and yes!)

Self Service 54

Self Service Customer Service Hospitality Survey 54

ShepHyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.

Customer Experience 152

Customer Experience Customer Service Gamification Interaction 152

ShepHyken

FEBRUARY 27, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. Customers want it and are expecting it. Learn what they are doing right.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

ShepHyken

JANUARY 23, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy?

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

JANUARY 16, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. 5 Stages to Building Customer Loyalty by Melissa Gonzalez. My Comment: Customer loyalty doesn’t happen immediately. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48