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 78

Customer Service Customer Retention Tips Brands 78

ShepHyken

JUNE 14, 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. Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. Here are my top five picks from last week.

Customer Service 92

Customer Service Retail Loyalty Study 92

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 69

Customer Service Customer Retention Customer Satisfaction Social Media 69

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 92

Customer Service Customer Retention Loyalty Tips 92

ShepHyken

MAY 18, 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. Customer Loyalty Is Flat. That’s exactly what this article is about. Here are my top five picks from last week.

Customer Service 92

Customer Service Customer Retention Loyalty Strategy 92

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. Testimonials and customer reviews are powerful.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

Totango

MAY 5, 2020

These businesses will be well-situated to speak to, lead, and ultimately retain customers through customer retention strategies in B2B like the following: Re-evaluate Current Digital Engagement Strategy Make Use of Key Engagement Metrics Personalize Communication Foster Lasting Relationships.

Customer Retention 62

Customer Retention B2B Strategy Multi-Channel 62

ShepHyken

SEPTEMBER 7, 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. Winning means losing in the game of customer retention by Linda O’Grady. But what if we reframed that statement?

Customer Service 91

Customer Service Customer Retention Feedback Customer Centricity 91

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 73

Customer Service Loyalty Programs Loyalty Sales 73

ShepHyken

MARCH 3, 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. Why Is Customer Service So Bad? How the Internet of Things is Changing Customer Service b y Alan Finlay.

Customer Service 93

Customer Service Omni-Channel Customer Retention Case Study 93

ShepHyken

OCTOBER 8, 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 Examples Of Amazing Customer Service Departments For Customer Service Week by Blake Morgan. Top Five Bonus.

Customer Service 84

Customer Service Customer Retention Culture Tips 84

ShepHyken

MAY 25, 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 calculate your customer retention rate by Bryce Baer. How to calculate your customer retention rate.

Customer Service 61

Customer Service Contact Center ROI Customer Retention 61

ShepHyken

FEBRUARY 26, 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: Let’s kick off this week’s Top Five roundup with an article focused on the customer support center.

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

ShepHyken

DECEMBER 26, 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. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. Don’t succumb to the “fatal flaws” covered in this article.

Loyalty Programs 64

Loyalty Programs Customer Service Self Service Retail 64

ShepHyken

OCTOBER 24, 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: This article is actually an interview with PwC Customer Transformation Leader George Korizis.

Customer Service 51

Customer Service Retail Course Customer Service Training 51

ShepHyken

NOVEMBER 29, 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. Increase Employee Retention With These 4 Tips by David Finkel. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 82

Customer Service Chatbots Retail B2C 82

ShepHyken

DECEMBER 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. These four strategies will help you negotiate with even the most unreasonable customer. by Manish Nepal .

Customer Service 101

Customer Service Retail Airlines Social Media 101

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Before you ask for any additional buy-in from your CEO, make sure you’re speaking the same language around what Customer Experience is and what Customer Experience Management requires. Related: [Article] Customer Experience Management Defined: How is it Different From CX? Article] Want Greater CX Success?

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

ShepHyken

MAY 12, 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. Are you reactive, proactive or predictive when it comes to customers? (CEO Of course, customer service is part of the CX.

Chatbots 91

Chatbots Loyalty Programs Customer Service Return on Investment 91

ShepHyken

NOVEMBER 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. My Comment: If employee engagement is important to you, then this may be one of the most important articles you read this year.

Customer Service 80

Customer Service Airlines Employee Engagement Rewards Programs 80

ShepHyken

APRIL 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. Improve customer loyalty and retention by focusing on relationships by Sarah Olson. The concept is simple.

Customer Service 75

Customer Service Loyalty Airlines Loyalty Programs 75

One Millimeter Mindset

SEPTEMBER 3, 2018

Also, professional experience focuses on how we have our customers’ backs. Consequently, professional experience is customer-focused, rather than self-serving. Far too many of us equate customer retention only with retaining customers in our own customer bases. is available on Amazon.com.

Customer Retention 50

Customer Retention Innovation Sales Customer Experience 50

ShepHyken

JUNE 11, 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. Delivering Remarkable Experiences Is How You Win More Customers by Sonia Thompson. Create great customer events.

Customer Service 77

Customer Service Loyalty Tips Customer Service Training 77

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

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Employee Engagement.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

ShepHyken

APRIL 17, 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. Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Do not confuse the two.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

ShepHyken

APRIL 20, 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. Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. This article brings that concept back.

Loyalty Programs 64

Loyalty Programs Customer Service Rewards Programs Loyalty 64

ShepHyken

MAY 15, 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. My Comment: Let’s start this weeks’ Top Five articles roundup by wishing Southwest Airlines a Happy 50th Birthday!

Customer Service 69

Customer Service Airlines eBook Loyalty 69

ShepHyken

AUGUST 22, 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. 45 Ways to Improve Your Customer Churn Rate by Dev Tandon. My Comment: Losing customers is obviously not a good business strategy.

Customer Service 0

Customer Service Customer Retention Customer Service Training Customer Expectations 0

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. 4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young.

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

ShepHyken

MARCH 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. While it may seem like marketing, if done well, content marketing connects with the customer and gets them engaged or emotionally connected.

Customer Service 22

Customer Service Customer Retention B2B Study 22

ShepHyken

SEPTEMBER 4, 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. The top five things you hate most about customer service by Sarah Ingrams . Here are my top five picks from last week.

Customer Service 63

Customer Service Net Promoter Score Self Service NPS 63

ShepHyken

DECEMBER 5, 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. Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit.

Customer Service 48

Customer Service Travel Customer Retention Loyalty 48

ShepHyken

AUGUST 8, 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 WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. Here are my top five picks from last week.

Customer Service 23

Customer Service Culture Customer Retention Video 23

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

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

Customer Service Training 127

Customer Service Training Customer Retention Customers Sales 127

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 192

Financial Trends Self Service Customer Experience 192