ShepHyken

FEBRUARY 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Why Saying ‘No’ Helps Build Great Customer Experiences by Zach Lipson. (B2B

Customer Service 140

Customer Service Rewards Programs B2B Loyalty Programs 140

ShepHyken

JUNE 14, 2021

Each week I read many customer service and customer experience articles from various resources. Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. It’s crucial to close the gap between the understanding of the actual customer service experience and the intended customer experience.

Customer Service 95

Customer Service Retail Loyalty Study 95

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. Airline Customer Service Improved In 2020.

Customer Service 156

Customer Service Airlines Tips Customer Service Strategies 156

ShepHyken

JULY 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Improving Social Media Customer Service by Fara Haron. My Comment: Companies are using social media customer care/service to increase loyalty and gain market share.

Social Media 117

Social Media Customer Service Trends Tips 117

ShepHyken

OCTOBER 26, 2020

Each week I read a number of customer service and customer experience articles from various resources. For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. Here are my top five picks from last week. You need all three (or more).

Customer Service 89

Customer Service Contact Center Customer Centricity B2B 89

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. Sixty-four percent of U.S.

Customer Service 104

Customer Service Contact Center Customer Retention Poor Customer Service 104

ShepHyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. VentureBeat) Excellent customer service is vital to the long-term success of any business. The study, which examined 3.7

Customer Service 78

Customer Service Social Media Call Center Retail 78

ShepHyken

MARCH 2, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report.

Customer Service 105

Customer Service Hospitality Hotels Loyalty 105

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. by Max Starkov.

Customer Service 73

Customer Service Hospitality Rewards Programs Self Service 73

ShepHyken

JANUARY 31, 2018

I’ve written about the customer service gap before. The second version of the gap focused on narrowing the distance between you and your customers. The closer you are to your customers, and the more you are meeting their needs, the narrower the gap is between you and your customer.

Customer Service 104

Customer Service Leadership Survey Customer Service Training 104

ShepHyken

SEPTEMBER 26, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Qualities You Need To Get A Good Customer Service Job by James Spillane. Business 2 Community) Are you interested in getting a customer service job? The Customer is King – So Treat Him That Way!

Customer Service 67

Customer Service Customer Retention Tips Analytics 67

ShepHyken

JANUARY 31, 2022

Each week I read many customer service and customer experience articles from various resources. 10 Ways to Build Trusting Relationships with Your Customers by Atlanta Small Business Network. This short article has several ideas on how to serve disloyal customers. Here are my top five picks from last week.

Customer Service 65

Customer Service Contact Center Trends Loyalty 65

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. ” Key findings from the report. Read this article and you’ll find out!

Customer Service 108

Customer Service Competitive Advantage Trends Culture 108

ShepHyken

JUNE 21, 2021

Each week I read many customer service and customer experience articles from various resources. From creating genuine connections to personalizing your customer service, there are several suggestions that may help you reach more customers for the next quarter. Here are my top five picks from last week.

Rewards Programs 80

Rewards Programs Customer Service Loyalty Programs Loyalty 80

ShepHyken

SEPTEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Guide to Revenue Generation by Gladly. My Comment: This is a special report from Gladly regarding the contact center’s role in delivering a great CX that gets customers to want to come back.

Customer Service 94

Customer Service Employee Experience Touchpoint Customer Centricity 94

ShepHyken

AUGUST 1, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. Follow on Twitter: @Hyken.

Customer Service 70

Customer Service B2C B2B Guest Experience 70

ShepHyken

DECEMBER 18, 2019

Without any further delay, here are ten more ways to create a better customer experience in 2020. Create your customer service mantra. The mantra is a simple phrase—one sentence or less—that sums up your customer service culture. Customers love when the places they do business with give back.

Customer Service 123

Customer Service Customer Experience Tips Social Media 123

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. Which is Your CX Priority: Satisfied Customers or Profit? LinkedIn) What should your ultimate goal be when designing your customers’ experiences? Satisfied customers or profit. by Mary Drumond.

Customer Service 118

Customer Service Leadership Ecommerce Culture 118

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Top AI Trends in Customer Service by Zendesk. EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done. Here are my top five picks from last week.

Customer Journeys 70

Customer Journeys Customer Service Loyalty Programs Loyalty 70

ShepHyken

NOVEMBER 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg. Well, consider this a refresher.

Customer Service 105

Customer Service Self Service Tips Guidelines 105

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.

Customer Service 100

Customer Service Social Media Chatbots Trends 100

ShepHyken

JANUARY 17, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Customer Service Skills Every Business Needs by Renee Johnson. The Tech Report) Much of the customer mindset will remain a mystery. 62 of the Best Quotes About Customer Experience by Steven Van Belleghem.

Customer Journeys 67

Customer Journeys Customer Service Retail Touchpoint 67

ShepHyken

JUNE 24, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. Steve Jobs had the goal of giving a customer something they didn’t know they needed or wanted until they actually started using it.

Customer Service 114

Customer Service Poor Customer Service Tips Hotels 114

ShepHyken

FEBRUARY 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Enjoy this article that focuses on creating positive memories for your customers. How to Win Over your eCommerce Customers’ Loyalty? Here are my top five picks from last week. by Neringa Mikutyte.

Ecommerce 140

Ecommerce Customer Service Customer Centricity Retail 140

ShepHyken

MAY 23, 2018

Two years ago I reported on NewVoiceMedia’s “serial switchers” report that indicated that $62 billion was lost due to poor customer service. That number, in their new report now has that number pegged at $75 billion! Customers want and expect more than ever before – because that’s what we have we taught them.

Poor Customer Service 97

Poor Customer Service Customer Service B2B B2C 97

ShepHyken

JANUARY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. 10 Ways to Boost Customer Satisfaction by G. Hult and Forrest Morgeson (Harvard Business Publishing) Customer satisfaction is at its lowest point in the past two decades. What brings customers back?

Customer Service 48

Customer Service Customer Satisfaction Trends Loyalty 48

ShepHyken

FEBRUARY 24, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer service drives loyalty for Amazon-owned Zappos by Tabitha Cassidy. Once again, it’s the service that is helping to drive their loyalty. Here are my top five picks from last week.

Customer Service 105

Customer Service Exceptional Customer Service Retail Ecommerce 105

ShepHyken

JUNE 13, 2022

Each week I read many customer service and customer experience articles from various resources. Watch to learn the four key takeaways from Salesforce’s State of the Connected Customer research report. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 67

Customer Service Sports Customer Journeys Government 67

ShepHyken

OCTOBER 24, 2022

Each week, I read many customer service and customer experience articles from various resources. My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. Who doesn’t want their customers to love them? So, what do you do to get your customers to love you?

Customer Service 52

Customer Service Retail Course Customer Service Training 52

ShepHyken

APRIL 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals.

Customer Service 102

Customer Service Hotels Hospitality Government 102

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts. Our customer service research supports the theme.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

ShepHyken

APRIL 15, 2019

Each week I read a number of customer service and customer experience articles from various resources. 6 Customer Service Pitfalls and How to Avoid Them by Sam Del Rowe. My Comment: This article is an interpretation of a Forrester report focused on customer service and customer experience.

Customer Service 88

Customer Service Self Service Chatbots Retail 88

ShepHyken

SEPTEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi.

Customer Service 76

Customer Service Culture Poor Customer Service Contact Center 76

ShepHyken

JUNE 15, 2020

Each week I read a number of customer service and customer experience articles from various resources. The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? And one of the biggest factors contributing to revenue is customer loyalty. You’ll find some good ideas in this report.

Customer Service 75

Customer Service Touchpoint Retail Loyalty 75

ShepHyken

SEPTEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways to Celebrate Customer Service Week by Vanessa Brangwyn. My Comment: We wrap this week’s roundup with a report you’ll have to download to read. Here are my top five picks from last week.

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

ShepHyken

AUGUST 17, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience Emerges As A Critical Strategy For Small And Medium Sized Businesses by Maria Morais. Service operations: the critical piece to amazing customer service by Paul Selby.

Customer Service 92

Customer Service Retail Competitive Advantage Loyalty 92

ShepHyken

MARCH 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Three Common and Enormous Mistakes Companies Make with Customer Experience (CX) Programs by Augie Ray. Biggest Pitfalls with Customer Service AI…. Here are my top five picks from last week.

Customer Journeys 80

Customer Journeys Customer Service e-support Self Service 80