Happy or Not

FEBRUARY 2, 2023

Providing customer experiences that are relevant—and positive—to your customer base, and, ultimately turning them into loyal customers because you better understand their needs can be a game changer for your business. By connecting customer feedback to your target audience’s demographic data. Let’s Talk!

Connections 73

Connections Feedback Apparel Sports 73

ShepHyken

OCTOBER 27, 2017

This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. He looks at the next generation of texting, known as RCS (Rich Communication Services), which I think will become a very valuable tool. – Shep Hyken.

Customer Service Strategies 84

Customer Service Strategies Strategy Customer Service Hotels 84

delighted

MARCH 9, 2021

We’ll also provide some tips on building an impeccable customer service strategy. The significance of great customer service. Brands across the globe are taking notice of how investing in great customer service can pay back dividends in the long run. The data speaks for itself. Then switch.

Customer Service Strategies 59

Customer Service Strategies Customer Service Self Service Strategy 59

ShepHyken

MAY 16, 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 You Tracking the Customer Service Metrics That Really Count? There’s quite a bit packed into this short article.

Customer Service 64

Customer Service Net Promoter Score Airlines Customer Journeys 64

ShepHyken

MAY 17, 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. How to handle customer complaints? My Comment: Our customers have changed during the pandemic.

Customer Service 80

Customer Service Customer Retention Tips Brands 80

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. In fact, nearly t wo-thirds (65%) of potential customers want to reach brands by phone. Consumers want to connect with your business.

Connections 119

Connections Customer Centricity Consumers Culture 119

ShepHyken

APRIL 27, 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. My Comment: Our first article in the Top Five roundup is about community. Here are my top five picks from last week.

Customer Service 82

Customer Service Government Hospitality Trends 82

ShepHyken

AUGUST 26, 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. 37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. Today’s article focuses on Step ONE.

Customer Service 107

Customer Service Advertising Strategy Customer Service Training 107

Comm100

SEPTEMBER 13, 2021

However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.

Customer Service 216

Customer Service Omni-Channel Social Media Connections 216

ShepHyken

JUNE 1, 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. 3 Things That Will Boost Your Reputation For Great Customer Service by Mark Armstrong. How do you scale up?

Customer Service 67

Customer Service Omni-Channel Call Center Retail 67

ShepHyken

AUGUST 13, 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. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty?

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

MARCH 18, 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. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. And, that’s what this article is about.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

ShepHyken

APRIL 30, 2024

Earlier this year, I wrote an article about the hard work it takes to make something look easy. The gist of the article was that we work hard to make doing business with us easy. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Entertainment 84

Entertainment Sports Financial ROI 84

ShepHyken

MARCH 12, 2024

Last week, I wrote an article that compared the different concert experiences I had with two rock legends, Bob Dylan and Ringo Starr. The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction ? Connect with Shep on LinkedIn.

Advertising 150

Advertising Customer Service Training Interaction Customer Experience 150

ShepHyken

NOVEMBER 25, 2022

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She discusses the difference between transactional and relational customer service. Customer Lifetime Value (CLV).

Customer Service 77

Customer Service Rewards Programs Customer relationships e-support 77

ShepHyken

APRIL 30, 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. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. Some are exciting. Some are surprising.

Net Promoter Score 82

Net Promoter Score Customer Service Self Service NPS 82

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Metrics 151

Metrics Customer Service Measurement Customer Service Training 151

ShepHyken

AUGUST 20, 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. T-Mobile is completely overhauling how its customer service works by Chris Welch. by Chip Bell.

Customer Service 69

Customer Service B2B B2C Innovation 69

ShepHyken

NOVEMBER 7, 2023

Recently, I wrote two articles for my weekly Forbes column that paid homage to Abraham Maslow, the American psychologist who created what is referred to as Maslow’s Hierarchy of Needs. The articles were so well received that I wanted to share shorter versions here with our Shepard Letter subscribers. Connect with Shep on LinkedIn.

Policies 96

Policies Meeting Customer Service Training Customers 96

CSM Magazine

FEBRUARY 16, 2023

With 97% of Fortune 500 companies now using social media, s ocial channels such as Twitter and LinkedIn have become an integral component of business customer service strategies. This trend is expected to accelerate as companies seek out new ways to use social media for customer service needs.

Social Media 64

Social Media Customer Service Guidelines Customer Service Strategies 64

Call Experts

NOVEMBER 17, 2022

Keep reading to learn more and to get our 4 tips for a successful holiday customer service strategy. Don’t Make Customers Suffer. Prepare for Holiday Customer Service. This consideration means customizing your customer service experience to anticipate the holiday support they’ll need.

Customer Service 98

Customer Service Customer Service Strategies Tips Retail 98

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, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Customer Service 142

Customer Service Customer Centricity Customer Service Training Survey 142

ShepHyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. The employee experience (EX) drives a better customer experience (CX). Connect with Shep on LinkedIn. Happy New Year! What’s 2024 going to be like?

Trends 94

Trends Customer Service Customer Service Training Customer Retention 94

ShepHyken

OCTOBER 3, 2023

Actually, I believe in the opposite, and it’s one of the concepts we teach in our customer service training workshops. It is this: The customer is NOT always right. … But, they are always the customer, so let them be wrong with dignity and respect. Connect with Shep on LinkedIn.

Customer Service Training 152

Customer Service Training Training Customers Customer Service 152

ShepHyken

OCTOBER 10, 2023

The title of this article may sound like a lesson in sales, but it’s much bigger than that. It’s about the entire customer experience. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant. Connect with Shep on LinkedIn.

Culture 148

Culture Customer Service Training Employee Experience Course 148

CSM Magazine

AUGUST 22, 2019

And many more… Check out the full speaker line-up for the Customer Service Summit here! Connecting to discuss and share strategies for customer experience is crucial to the success of companies. Chief Consultant, Lufthansa Systems. Chief Operating Officer, Raymour & Flanigan Inc.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

ShepHyken

OCTOBER 31, 2023

My friend Norman Beck sends me interesting articles and newsworthy information regularly. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn. This one is worth talking about here. It’s not free if you have to pay $99 for it!

Airlines 133

Airlines Customer Service Training Marketing Customer Service 133

ShepHyken

OCTOBER 24, 2023

Not long ago, I wrote an article and created a video on Doing More Than Expected – even when it’s not included in your job description. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service Training 140

Customer Service Training Video Course Customer Service 140

ShepHyken

DECEMBER 19, 2023

If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. I’ll share that company’s name at the end of this article. For now, you can guess. Cindy, from my office, had a customer service issue. Connect with Shep on LinkedIn.

Omni-Channel 86

Omni-Channel Customer Centricity Company Self Service 86

ShepHyken

JANUARY 9, 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. High-Performing Customer Service Teams Use Predictive Analytics by Vala Afshar. Here are my top five picks from last week.

Customer Service 48

Customer Service Loyalty Analytics Tips 48

Lumoa

NOVEMBER 30, 2022

Well, this article will cover everything you need to know; from the benefits of the tech to the drawbacks, as well as several real-life use cases to inspire you. What is conversational AI and why is it important for customer experience in retail? Firstly, the digital assistant should offer customer service in its welcome messages.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

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. Is Your Digital Marketing Strategy Ready for an AI Intervention? 20 Positive Phrases for Customer Service Success: Part 1 by Conversational.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

ShepHyken

SEPTEMBER 26, 2023

Now, let’s switch to the business on the receiving end of the customer’s disappointment and anger and discuss the problem. I’ve covered how to handle angry customers many times, so let’s not go there again. If you go to www.CustomerServiceArticles.com , you will find many articles covering that topic.

Customer Service 136

Customer Service Social Media Customer Service Training Training 136

ShepHyken

SEPTEMBER 2, 2022

This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus , a company that provides tech-enabled customer service solutions. He writes about building a great customer experience is integral to the success of any organization. Review your existing customer service strategy .

Tips 70

Tips Self Service Strategy Customer Experience 70

ShepHyken

JANUARY 1, 2021

This week we feature an article from Jessica Fender , head of the content team at Alltopreviews.com. Sh e provides tips and examples of how to improve the customer experience with automated support emails. Email automation is a way to keep your customers happy. People connect with other people, not companies.

Customer Service 152

Customer Service How To e-support Tips 152

NobelBiz

MARCH 26, 2024

By leveraging cutting-edge technologies, CXA revolutionizes the way businesses interact with their customers, providing seamless experiences across various touch points. In this article, we delve into the intricacies of CXA, explore its benefits, showcase examples, and outline best practices for implementation.

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52