Vonage

OCTOBER 2, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Read more articles from Ron Kaufman Copyright, Ron Kaufman.

Culture 174

Culture Hotels Customer Service Hospitality 174

ShepHyken

NOVEMBER 13, 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. In my book, The Amazement Revolution, I stress the importance of customer communities enhancing the customer experience.

eBook 57

eBook Customer Service Tips Survey 57

Vonage

JULY 13, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Key learning point to customer service culture.

Culture 174

Culture Customer Service Hotels Hospitality 174

ShepHyken

JUNE 28, 2021

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. America’s Best Customer Service Companies by Newsweek. Then do a Google search for articles about their success.

Customer Service 142

Customer Service Government Customer Service Training Loyalty 142

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. We’ll learn from the CXO of Bobby Jones Links (golf company) about employee empowerment and personalized customer experiences.

Customer Service 63

Customer Service Employee Experience B2C Hospitality 63

ShepHyken

JANUARY 18, 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. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. Here are my top five picks from last week.

Self Service 126

Self Service Customer Service Customer Journeys B2B 126

ShepHyken

NOVEMBER 27, 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. And there’s no sweeter harmony than what’s created through collaboration between customer service and marketing.

Customer Service 68

Customer Service Net Promoter Score Tips Brands 68

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. I have added my comments about each article and would like to hear what you think too. My Comment: Happy New Year!

Customer Service 57

Customer Service Social Media Loyalty B2C 57

ShepHyken

APRIL 11, 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. The article starts with a short case study of Panera which offered all their “Unlimited Sip Cup” to their “members” for $8.99/month.

Customer Service 64

Customer Service Employee Engagement Customer Service Training Loyalty Programs 64

ShepHyken

SEPTEMBER 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: The CSAT score, or “Customer Satisfaction” score, is a popular assessment that many companies use.

Customer Service 69

Customer Service Customer Service Representative Customer Satisfaction Customer Service Training 69

ShepHyken

DECEMBER 5, 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. An updated loyalty program can help keep you connected to customers. Here are my top five picks from last week.

Customer Service 70

Customer Service Hospitality e-support eBook 70

ShepHyken

AUGUST 2, 2021

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. Customer Experience Strategies to Annoy or Delight Your Customers by Phil Britt. And yet, they happen.

Customer Service 92

Customer Service Hospitality Ecommerce Loyalty 92

ShepHyken

AUGUST 6, 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. I have added my comment about each article and would like to hear what you think too.

Customer Service 62

Customer Service Tips e-support B2C 62

Magellan Solutions

MAY 25, 2018

To develop a strong and lasting relationship with customers, you must first strengthen the camaraderie within your organization. To keep the customers satisfied, you must first create a great corporate culture. Start with the basics — customer service training. Customer engagement starts within.

Customer Service Training 70

Customer Service Training Training Customer Engagement Engagement 70

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. My Comment: We start this week’s Top Five roundup with an interview with customer culture expert Jeff Toister.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

OCTOBER 11, 2021

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. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. What customers don’t want any or all of that?

Customer Service 72

Customer Service Hospitality Rewards Programs Self Service 72

ShepHyken

NOVEMBER 8, 2021

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 Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? Who wouldn’t like to delight customers!?

Customer Service 90

Customer Service Retail Interaction Hospitality 90

ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. That’s Not My Department” and 10 Other Phrases Customers Hate. Three C’s of Customer Service Success.

Video 122

Video Customer Service Customer Experience Customer Service Training 122

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.

Customer Service 118

Customer Service Leadership Ecommerce Culture 118

ShepHyken

JANUARY 10, 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. My Comment: Here is an interesting article from the New York Times about the state of customer service.

Customer Service 75

Customer Service Loyalty Programs Loyalty Sales 75

ShepHyken

MAY 28, 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. Cramer sat down with Apple’s SVP of services Eddy Cue earlier Tuesday at the inaugural CNCB CEO Summit in Santa Barbara.

Customer Service 64

Customer Service Hospitality Customer Centricity B2C 64

ShepHyken

APRIL 12, 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. It’s a great concept as long as the “under promise” part is not such a low bar that the customer is unimpressed.

Competitive Advantage 80

Competitive Advantage Customer Service Tips Culture 80

ShepHyken

JUNE 6, 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. My Comment: John DiJulius is one of the smartest customer service/CX experts on the planet. I love his articles.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

NOVEMBER 25, 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. The Jury Is in on the Future of Customer Experience by Lisa Loftis. What Is Customer Experience?

Customer Service 115

Customer Service Culture Trends Touchpoint 115

ShepHyken

SEPTEMBER 28, 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. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones.

Customer Service 75

Customer Service Culture Poor Customer Service Contact Center 75

ShepHyken

MARCH 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. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

ShepHyken

APRIL 18, 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. Tracking Customer Experience? Now ask one of their customers, and they’ll probably give a different answer – a lower one too.

Customer Service 70

Customer Service Customer Centricity Retail Customers 70

ShepHyken

MARCH 1, 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. Three Common and Enormous Mistakes Companies Make with Customer Experience (CX) Programs by Augie Ray.

Customer Journeys 80

Customer Journeys Customer Service e-support Self Service 80

ShepHyken

AUGUST 10, 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. How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. This list is good.

Customer Service 93

Customer Service Customer Retention Loyalty Tips 93

ShepHyken

MARCH 25, 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. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. I wrote a book on it!)

Customer Service 107

Customer Service Competitive Advantage Trends Culture 107

Vonage

NOVEMBER 24, 2016

Four different cultures – and different points of view. We talked about the service we received at retail stores, banks, restaurants, hotels and airlines around the world. We each had very different opinions about what constitutes “good service.”. But what a challenge for committed service providers! What a conversation!

Culture 120

Culture Customer Service Entertainment Hospitality 120

ShepHyken

JUNE 17, 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. 7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle. It also takes a CX-focused culture.

Customer Service 109

Customer Service Call Center Feedback Culture 109

ShepHyken

DECEMBER 6, 2021

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. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. It’s baked in the culture.

Self Service 67

Self Service Customer Service Chatbots Customer Care 67

ShepHyken

MARCH 11, 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. 5 Ways AI can Revolutionize Customer Experience by Vandita Grover. It’s in the culture of a company.

Customer Service 100

Customer Service e-support Guidelines Social Media 100

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

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. If a promise to provide value in the CX is built into a company’s mission and values statements, it potentially becomes part of the culture. It’s the value provided in the customer experience.

Culture 148

Culture Customer Service Training Employee Experience Course 148

ShepHyken

JUNE 21, 2021

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. Do your rewards hit the “must-have” mark that turns casual customers into brand fans? Do Your Rewards Rock? by Tom Ryan.

Rewards Programs 80

Rewards Programs Customer Service Loyalty Programs Loyalty 80