ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Here are my top five picks from last week.

Customer Service 134

Customer Service Loyalty Programs Social Media Contact Center 134

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. Here are my top five picks from last week.

Customer Service 80

Customer Service Self Service Tips Contact Center 80

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. who understands customer behavior. 12 Ways To Implement Successful Employee Training Initiatives by Forbes Human Resources Council. Here are my top five picks from last week. by Mary Drumond.

Customer Service 145

Customer Service Chief Customer Officer Contact Center Customer Service Training 145

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Here are my top five picks from last week. Connect with Shep on LinkedIn.

Net Promoter Score 72

Net Promoter Score Loyalty Programs Customer Service Ecommerce 72

ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Customer Service 82

Customer Service Government B2B B2C 82

ShepHyken

MARCH 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. So, how do you calculate your customer retention rate? Most aren’t succeeding.

Customer Service 129

Customer Service Customer Service Training Customer Retention Training 129

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? Don’t miss the opportunity to create customer loyalty through an easy and hassle-free return policy. Here are my top five picks from last week.

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. Here are my top five picks from last week. Connect with Shep on LinkedIn.

Customer Service 80

Customer Service Government Employee Experience Video 80

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Here are my top five picks from last week.

Customer Service 145

Customer Service Loyalty Programs Chatbots Loyalty 145

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Customer Service 77

Customer Service Government B2B B2C 77

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Conserve your resources. It is not an extra.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

CSM Magazine

NOVEMBER 2, 2023

The two organizations seek to leverage state-of-the-art technology to transform employee training within the customer experience industry. This partnership marks a significant milestone for both companies in their commitment to elevate customer service training through cutting-edge solutions.

Training 52

Training Customer Experience First Call Resolution Telecommunications 52

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. My Comment: When it comes to customer service, I believe everyone must be properly trained – not just the front-line/customer-facing employees. Here are my top five picks from last week.

Customer Service 64

Customer Service Employee Engagement Customer Service Training Loyalty Programs 64

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Here are my top five picks from last week. Connect with Shep on LinkedIn.

Loyalty Programs 77

Loyalty Programs Hotels Customer Service Hospitality 77

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. In most cases, the rewards from customer firings won’t be financial — at least not in the short run. My Comment : Some customers aren’t worth doing business with! And the customer is NOT always right !

Customer Service 59

Customer Service Self Service Trends Loyalty Programs 59

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Prioritize activities and allocate them to employees.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. Here, you will find compelling reasons to survey your customers, tips on how to do it well, and some resources to help. Surveys should be part of your customer experience strategy.

Self Service 66

Self Service Customer Service Contact Center Loyalty 66

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 Here are my top five picks from last week.

Customer Service 61

Customer Service B2B Loyalty B2C 61

Kustomer

SEPTEMBER 4, 2023

Training is typically considered a general, one-size-fits-all method to teaching employees something they all need to know without having to consider their individual knowledge and skills. To coach effectively, you have to have essential training processes in place first.

Customer Service 98

Customer Service Training Exercises Feedback 98

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! Don’t worry about giving your email address; this is Deloitte, a trusted and respectable resource. Will AI Take Over Customer Service?

Customer Service 61

Customer Service Net Promoter Score Loyalty Programs Gamification 61

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Here are my top five picks from last week. Connect with Shep on LinkedIn.

Self Service 77

Self Service Customer Service Airlines Touchpoint 77

ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. Go to The Customer Focus™ to learn more about our customer service training programs.

Customer Service 154

Customer Service Customer Retention Loyalty Retail 154

ShepHyken

OCTOBER 23, 2023

Each week, I read many customer service and customer experience articles from various resources. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record. Here are my top five picks from last week. My Comment: The future of the contact center is happening today!

Customer Service 63

Customer Service Contact Center Loyalty Tips 63

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 150

Customer Service B2C B2B Customer Retention 150

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start.

Customer Service 59

Customer Service Loyalty Programs Loyalty Customer Service Training 59

ShepHyken

NOVEMBER 13, 2023

Each week, I read many customer service and customer experience articles from various resources. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Here are my top five picks from last week. Surgeon General report.

eBook 57

eBook Customer Service Tips Survey 57

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 154

Customer Service Net Promoter Score Self Service Knowledge Base 154

ShepHyken

JULY 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways To Improve A Customer’s User Experience by Forbes Technology Council . Why is customer service training so important? Soft skills, like customer service, seemed to get left out.

Customer Service 78

Customer Service Customer Service Training Airlines User Experience 78

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 145

Customer Service Social Media Report Culture 145

ShepHyken

JANUARY 29, 2020

So you see, you have many resources at your disposal to help you create an amazing customer experience. Best of all, you don’t have to wait to be in the cult you really want to belong to… The Cult of the Customer ! Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

eBook 153

eBook Video Customer Service Training Sales 153

ShepHyken

MARCH 4, 2024

Each week, I read many customer service and customer experience articles from various resources. What Exactly Is Customer Experience? by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!) Here are my top five picks from last week.

Customer Service 59

Customer Service B2C B2B Travel 59

ShepHyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. 3 Projects to Help You Deliver Good Customer Service Daily (+ Resources) by Laura Krajewski.

Customer Service 126

Customer Service Self Service Retail Entertainment 126

ShepHyken

JANUARY 4, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience Tips and Advice from the Pros During Disruption by Srijana Angdembey. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 145

Customer Service Retail Entertainment Tips 145

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. Here are my top five picks from last week. I Wish the CEO Would Try and Open This F@#!*

Customer Service 156

Customer Service Guest Experience Loyalty Programs Hospitality 156

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. These blogs are powerful resources to keep you up to date on the ever-changing CX industry. Adam Toporek . Chip Bell . Colin Shaw . Kate Nasser .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

CSM Magazine

JULY 7, 2022

Your Drivers Need Customer Service Training. Whether it’s on a delivery route or as a private driver, every interaction is an opportunity to provide excellent customer service. The right amount of autonomy helps to ensure they can meet customer needs without constant managerial approval.

Customer Service Training 59

Customer Service Training ROI Policies Training 59

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Here are my top five picks from last week. Connect with Shep on LinkedIn.

Customer Service 57

Customer Service Social Media Loyalty B2C 57