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

JANUARY 17, 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. 7 Customer Service Skills Every Business Needs by Renee Johnson. You need to read this article now!

Customer Journeys 67

Customer Journeys Customer Service Retail Touchpoint 67

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. As important as convenience is to the customer experience, there is more to “de-complicating” the overall experience.

Entertainment 93

Entertainment Sports Financial ROI 93

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

JULY 6, 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. The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar.

Customer Service 66

Customer Service Healthcare Customer Journeys Feedback 66

ShepHyken

JULY 9, 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. How to Deliver Terrible, Horrible, No Good, Very Bad Customer Experience by Deb Miller. Then read this article.

Poor Customer Service 84

Poor Customer Service Customer Service Infographics Travel 84

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). Happy New Year! What’s 2024 going to be like? Here are my top predictions for 2024.

Trends 95

Trends Customer Service Customer Service Training Customer Retention 95

ShepHyken

JANUARY 29, 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. Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki.

Customer Service 93

Customer Service Social Media Tips Trends 93

ShepHyken

MARCH 13, 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. My Comment: Jeremy Watkin lives and breathes customer service. The example in this article will make you laugh.

Social Media 90

Social Media Customer Service Infographics Retail 90

ShepHyken

JUNE 6, 2023

As consumers, we must be careful and understand the difference between what is truly free and what is perceived as free. Somebody is paying for it, and it’s usually the consumer. And when consumers pay a fee to do business with a company, they typically want to take advantage of the perks the company offers.

Video 87

Video Advertising Customer Service Training Consumers 87

ShepHyken

OCTOBER 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. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX.

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

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

APRIL 4, 2023

It used to be customary to tip 15% for good service and 20% for amazing service. According to an article in RetailWire , some tipping options start at 25%. Tip creeping refers to additional businesses where tips are now expected. Get more information on The Customer Focus ™ customer service training programs.

Tips 124

Tips Self Service Hotels Customer Service Training 124

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

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.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

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

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

AUGUST 1, 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. I’m still amazed at the companies that aren’t taking advantage of engaging with their customers through social.

Social Media 48

Social Media Customer Service Self Service B2C 48

ShepHyken

JULY 24, 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. My Comment: One way to make customers love doing business with you is to be easy and convenient.

Customer Service 12

Customer Service Effort Score Retail B2B 12

ShepHyken

OCTOBER 1, 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. Employee Experience Strategy: 3 Tips to Steal From Customer Service by Brian Westfall.

Customer Service 17

Customer Service Infographics Employee Experience Customer Service Strategies 17

ShepHyken

MARCH 7, 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. How to Build Customer Loyalty by Sharing the Inflation Burden by Joel Comm. My Comment: The article starts with a great story.

Customer Service 13

Customer Service Self Service Retail Airlines 13

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Comm100

OCTOBER 11, 2017

This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Give Your Customers More Accurate Help.

Social Media 122

Social Media Customer Service Strategies Strategy Customer Service 122