ShepHyken

JUNE 7, 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. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters.

Customer Service 133

Customer Service Loyalty Programs Customer Journeys Customer Centricity 133

ShepHyken

JULY 12, 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 Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Out of 1,000 consumers, 65% said, “Yes.”

Customer Service 126

Customer Service Self Service Retail Entertainment 126

ShepHyken

APRIL 26, 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. My comment: You know I love stats and facts about anything related to customer service and CX. Think about that!

Customer Service 134

Customer Service Loyalty Programs Social Media Contact Center 134

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

JULY 26, 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. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR Consider the opening stats.

Customer Service 103

Customer Service Contact Center Customer Retention Poor Customer Service 103

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

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right. Crazy, right?

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

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 16, 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. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S.

Customer Service 90

Customer Service Social Media Tips Multi-Channel 90

ShepHyken

MAY 3, 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. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl.

Customer Service 109

Customer Service Entertainment ROI Retail 109

Experience Investigators by 360Connext

APRIL 2, 2024

Your relationship with customers is built one step at a time. Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. And for good reason! What is a Touchpoint?

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

ShepHyken

NOVEMBER 14, 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. Partnering in Complex Times: Turning to the Experts for Best-In-Class Customer Experience by Harvard Business Review. It’s a video.

Customer Service 70

Customer Service Loyalty Programs Loyalty Tips 70

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. The customer experience really starts on the inside of an organization with the employee experience.

Customer Service 84

Customer Service Chatbots Retail B2C 84

ShepHyken

DECEMBER 21, 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 Provide the Best Possible Customer Experience? I’ve written a number of articles with similar findings.

Customer Service 155

Customer Service Airlines Tips Customer Service Strategies 155

ShepHyken

FEBRUARY 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. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg.

Customer Service 139

Customer Service Rewards Programs B2B Loyalty Programs 139

ShepHyken

AUGUST 29, 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. 10 Ways To Keep Your Existing Customers Around for the Long-Term by ASBN Newsroom. So, how do you get customers to come back?

Customer Service 64

Customer Service Customer Retention Loyalty Advertising 64

ShepHyken

MAY 23, 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 Experience Leaders Can Learn from Baseball by Lynn Hunsaker. As I read this article, that’s exactly what I found.

Customer Service 64

Customer Service Sports Tips Customer Service Training 64

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

FEBRUARY 17, 2021

And, if you focus on 1% (or more) again and again, over time you will make big improvements that will have a positive impact on your customers, employees, internal processes, and your bottom line. The article she was referring to was written almost 10 years ago and was about the concept I refer to as the ER strategy.

Strategy 145

Strategy Customer Service Training Groups Customer Service 145

ShepHyken

NOVEMBER 22, 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. 6 Ways To Create Customer Experience Consistency Throughout Your Organization by John R. The Secret to a Superb Customer Service Team?

Customer Service 84

Customer Service Retail Competitive Advantage Tips 84

ShepHyken

DECEMBER 14, 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 6 Top Customer Experience Trends in 2021 by Julien Rio. If you read this article, you’ll understand why.

Customer Service 138

Customer Service e-support Ecommerce Trends 138

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. My Comment: How can we get our customers to come back?

Loyalty Programs 64

Loyalty Programs Customer Service Self Service Retail 64

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. An interesting article on NewMR by Ray Poynter prompted this post. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. What a Customer First Strategy is.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

ShepHyken

NOVEMBER 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. My Comment: Just after Halloween, this is the perfect article. But how about customers? What should they change?

Customer Service 104

Customer Service Self Service Tips Guidelines 104

ShepHyken

MARCH 15, 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 Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli.

Customer Service 129

Customer Service Customer Service Training Customer Retention Training 129

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. I hold nothing back.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Experience Investigators by 360Connext

APRIL 2, 2024

Your relationship with customers is built one step at a time. Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. And for good reason! What is a Touchpoint?

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

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. Guess what?

Customer Service 80

Customer Service Customer Retention Tips Brands 80

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? Here are my top five picks from last week.

Rewards Programs 80

Rewards Programs Customer Service Loyalty Programs Loyalty 80

ShepHyken

SEPTEMBER 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. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. Here are my top five picks from last week.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

ShepHyken

DECEMBER 27, 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. This article has a few other ideas worth considering. But, what happens when the customers leave? Embrace them!

Customer Service 72

Customer Service Tips Fashion Call Center 72

ShepHyken

DECEMBER 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. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. This article should spark some ideas.

Customer Service 146

Customer Service Self Service eBook Loyalty Programs 146

ShepHyken

FEBRUARY 28, 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. As a result, thoughtful customer experiences that inspire trust and lasting loyalty are rare. My Comment: Here’s a new idea.

Ecommerce 70

Ecommerce Customer Service Trends Loyalty 70

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. Treat Your Current Customers Better than Your New Customers.

Video 122

Video Customer Service Customer Experience Customer Service Training 122

Michel Falcon Experience

SEPTEMBER 17, 2014

To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Do you work with a customer focused CEO? Does he invest to improve the company’s customer experience on a consistent basis? Take a moment to think. They think long term.

Customer Focused 167

Customer Focused Customer Centricity ROI Case Study 167

ShepHyken

JANUARY 11, 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 Measure Your Customer Experience Maturity by Sharon Florentine. Here are my top five picks from last week.

Social Media 93

Social Media Customer Service Guidelines Loyalty 93

ShepHyken

MARCH 2, 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. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. Lots to learn here.

Customer Service 105

Customer Service Hospitality Hotels Loyalty 105