Integrity Solutions

OCTOBER 27, 2021

In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service. Last week was National Customer Service Week , an annual — and now global — event devoted to celebrating the people who make customer service happen.

Customer Service 67

Customer Service Self Service Banking Culture 67

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

NOVEMBER 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. The experience equation: Happy employees and customers accelerate growth by Vala Afshar. My Comment: Vala Afshar has seen this weekly roundup of the best customer service and CX articles a number of times.

Customer Journeys 108

Customer Journeys Customer Service B2C Ecommerce 108

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 77

Customer Service Social Media Call Center Retail 77

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S.

Customer Service 90

Customer Service Social Media Tips Multi-Channel 90

ShepHyken

NOVEMBER 13, 2019

It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. A great service experience stood out. Back then, the rock star company that was known for customer service was IBM.

Customer Service 115

Customer Service Case Study Customer Service Training Customers 115

ShepHyken

JUNE 13, 2022

Each week I read many customer service and customer experience articles from various resources. The Wall Street Journal) The quality of customer experience offered by consumer-facing brands and government agencies declined in the year through April 2022. Here are my top five picks from last week. Sign Me Up!

Customer Service 67

Customer Service Sports Customer Journeys Government 67

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

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. Here are eight ways!

Customer Service 104

Customer Service Self Service Tips Guidelines 104

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

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. New Study Finds 3 Top Priorities For CX Leaders by Brian Stucki. Here are my top five picks from last week.

Customer Service 75

Customer Service Culture Poor Customer Service Contact Center 75

ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter.

Customer Service 64

Customer Service Net Promoter Score Airlines Customer Journeys 64

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. The key is to hang onto the right customers. Want to Deliver Better Customer Service? My Comment: What is context?

Customer Service 92

Customer Service Customer Retention Feedback Customer Centricity 92

ShepHyken

AUGUST 18, 2021

and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. We asked customers to rate various customer service experiences on a scale of one to five, in which a score of one signified not important at all with five being very important.

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

ShepHyken

DECEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Mount Rushmore of Customer Service Leaders by John DiJulius. The DiJulius Group) Who are the greatest Customer Service Leaders of all time? Here are my top five picks from last week.

Customer Service 102

Customer Service Retail Airlines Social Media 102

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. Customer Service Skills You Need to Master by Alex Yumashev.

Customer Service 107

Customer Service Competitive Advantage Trends Culture 107

ShepHyken

JUNE 10, 2019

Each week I read a number of customer service and customer experience articles from various resources. Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner. The common theme is that they are short and easy on the customer.

Customer Service 111

Customer Service Survey Case Study Training 111

ShepHyken

SEPTEMBER 16, 2019

Each week I read a number of customer service and customer experience articles from various resources. This article does a little AA bashing, and I can see the point, but what the author writes about Delta is well worth studying – and even emulating. Seven Ways To Improve Customer Service by Sara Lavenduski.

Airlines 99

Airlines Customer Service Automotive Omni-Channel 99

ShepHyken

NOVEMBER 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. The Jury Is in on the Future of Customer Experience by Lisa Loftis. How Bad Customer Service Affects Your Business by Mansi Bhatia. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 115

Customer Service Culture Trends Touchpoint 115

ShepHyken

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. I call it The Convenience Revolution , and I’ve written an entire book about it and how you can use convenience to take your customer service to the next level. Save the Customer. Here’s Why.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

ShepHyken

OCTOBER 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. Great Customer Experience Means Consistent Customer Service by Glenn Pasch.

Customer Service 87

Customer Service Automotive Tips Feedback 87

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. Here are my top five picks from last week.

Customer Service 48

Customer Service Customer Satisfaction Trends Loyalty 48

ShepHyken

MARCH 3, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why Is Customer Service So Bad? Harvard Business Review) It’s a familiar scenario: A service provider fails to live up to your expectations and you feel some restitution may be in order.

Customer Service 94

Customer Service Omni-Channel Customer Retention Case Study 94

ShepHyken

JUNE 8, 2020

Each week I read a number of customer service and customer experience articles from various resources. How Do You Maintain Customer Experience on a Shrinking Budget? Customer affinity. A look at the conclusions and data from its two-year study. Here are my top five picks from last week. by Phil Britt.

Customer Service 81

Customer Service Tips Connections Customer Service Training 81

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 87

Customer Service Self Service Chatbots Retail 87

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

Company 72

Company Fashion Customer Service Training Comparison 72

ShepHyken

FEBRUARY 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Can awful airline customer service be overridden with AI and analytics? This article by Scott Kendrick of Callminer is about how the airlines are using (or should be using) AI to support their customers.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. Just a few years ago it was said customer service is the best marketing strategy. Follow on Twitter: @Hyken.

Customer Journeys 104

Customer Journeys Customer Service Employee Engagement Exercises 104

ShepHyken

NOVEMBER 30, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Tips for Getting Executive Buy-in on Your Customer Experience Strategy by Phil Britt. CMSWire) With so much on the line for your customers, getting your leadership to buy in to CX strategies should be top of mind.

Customer Service 84

Customer Service Ecommerce B2C B2B 84

ShepHyken

JANUARY 7, 2019

Each week I read a number of customer service and customer experience articles from various resources. My Comment: I’ve been studying and writing a lot about the subscription model over the past year. ” Beyond Chatbots: How Artificial Intelligence Can Humanize the Customer Experience by Dan Gingiss.

Customer Service 100

Customer Service Contact Center Tips Chatbots 100

ShepHyken

APRIL 23, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret To Superior Customer Experience by Denise Lee Yohn. Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX). CustomerThink) Are you a list maker?

Customer Service 79

Customer Service Employee Engagement Study Conference 79

ShepHyken

JANUARY 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. What Do Customers Really Think Of Your Brand? And, something I noticed… the technology space, which includes internet, cable and cellular, is no longer one of the top one or two worst service providers.

Social Media 98

Social Media Customer Service Customer Care Insurance 98

ShepHyken

JANUARY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. CCW DIgital) This article shares 8 key findings on CX Design and Strategy, according to our 2019 market study. (CCW My Comment: More than just friendly customer service agents, you want knowledgeable agents.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

Blake Morgan

JANUARY 20, 2022

He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric. Adrian Swinscoe . Annette Franz .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

APRIL 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why Anxious Customers Prefer Human Customer Service by Michelle A. Service Transformation Must Come From the C-Suite by Dr. Natalie Petouhoff. Here are my top five picks from last week.

Self Service 77

Self Service Customer Service Competitive Advantage Case Study 77

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Want better customer service? My Comment: Want to get better at customer service?

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

AUGUST 4, 2021

It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year. We surveyed more than 1,000 consumers to find out what they loved and hated about customer service.

Study 86

Study Survey Customer Service Training Customer Service 86