ShepHyken

MAY 22, 2017

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. 5 Fun and Inexpensive Customer Appreciation Ideas by Aja McClanahan. Fundera) Customer appreciation doesn’t have to be complicated or expensive.

Customer Service 82

Customer Service Airlines Self Service Tips 82

ShepHyken

NOVEMBER 6, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. Your Customer Service Team Should Be in Every Strategy Meeting by Jaspar Weir. Invite the customer service team to every strategy meeting. But, it’s worth it.

Customer Service 84

Customer Service Customer Centricity Customer Service Training Meeting 84

ShepHyken

SEPTEMBER 11, 2017

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of?

Self Service 82

Self Service Customer Service Customer Service Training Customer Care 82

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. This year, attendance at several Customer Service sessions reportedly doubled from last year.

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

APRIL 24, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law. (The

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

ShepHyken

SEPTEMBER 18, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. 3 Techniques to Help you Really Understand your Customers by Shay Namdarian. My Comment: I have always believed that the best customer service people have a “hospitality mentality.”

Customer Service 82

Customer Service Hospitality Customer Centricity Competitive Advantage 82

ShepHyken

NOVEMBER 27, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. A 4-Step Formula to Create Freakishly Loyal Customers by Josh Linkner. Josh Linkner) In our transactional world of fickle customers, how do we snag the prize?

Loyalty Programs 76

Loyalty Programs Customer Service Loyalty Retail 76

ShepHyken

OCTOBER 2, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. This doesn’t just mean sales and customer service, but accounting, marketing and other departments as well.

Customer Journeys 83

Customer Journeys Customer Service Chatbots Customer Centricity 83

ShepHyken

AUGUST 14, 2017

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. Seth Godin) We know that your customers will put up with imperfect, but one thing that they’d like in return is for you to care. to your customers.

Customer Service 80

Customer Service Retail Airlines Innovation 80

ShepHyken

OCTOBER 16, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. They can tell you what delights customers and what frustrates them and, perhaps more importantly, they can tell you “why.” The problem is that many companies aren’t listening.

Customer Service 77

Customer Service ROI Retail Touchpoint 77

ShepHyken

AUGUST 28, 2017

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. Cost-effective service excellence by Jochen Wirtz & Valarie Zeithaml.

Customer Service 80

Customer Service Contact Center Ecommerce Loyalty Programs 80

ShepHyken

DECEMBER 4, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. Rethinking Federal Customer Experience by Frank Konkel. Nextgov) This eBook looks at how agencies are baking customer experience into their missions.

Customer Service 0

Customer Service Government Poor Customer Service Case Study 0

ShepHyken

MARCH 6, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. How Artificial Intelligence is Transforming Enterprise Customer Service by Adelyn Zhou. Listen to Your Employees, Value Your Customers – an interview with influencer Ricardo S.

Customer Service 83

Customer Service Social Media Roadmap Tips 83

ShepHyken

MAY 8, 2017

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. 10 Content Marketing and Customer Experience All-Stars by James A. What a Customer First Strategy Means Today by Denyse Drummond-Dunn. (C3

Customer Service 81

Customer Service Airlines Contact Center Conference 81

ShepHyken

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Impulse service on steroids by Chip Bell. The future is now!

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

ShepHyken

JANUARY 2, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. Kick-Ass Customer Service by Matthew Dixon, Lara Ponomareff, Scott Turner, and Rick DeLisi. If you’re like most people, you used the self-service option.

Self Service 76

Self Service Customer Service Social Media Feedback 76

ShepHyken

MAY 1, 2017

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. My Comment: If you’ve been following me at all you know I’m a huge fan of social media customer care. 3 Tips for Successful Social Customer Service by Krysta Gahagen.

Customer Service 83

Customer Service Social Media Retail Transportation 83

ShepHyken

APRIL 10, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. Improving Customer Experience Through Customer Data by Daniel Newman. My Comment: This short article showcases the growing trend of personalizing a customer’s experience.

Omni-Channel 80

Omni-Channel Customer Service Self Service eBook 80

ShepHyken

FEBRUARY 20, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. 7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. Performance Marketer) There are so many customer loyalty building tactics out there.

Customer Service 85

Customer Service Contact Center Loyalty Customer Success 85

ShepHyken

APRIL 17, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. A repeat customer may not be a loyal customer.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

ShepHyken

MARCH 20, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. No More Nonpologies: Apologize to Customers Like You Mean It by Leslie O’Flahavan. Here are three tips for writing a heartfelt apology to a customer.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

JUNE 12, 2017

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. 27 Experts Discuss Key Customer Support Metrics That Drive Growth by Robbie Richards. The benefit to creating customer loyalty is huge. Individual agent metric 2.

Customer Service 78

Customer Service Infographics Metrics Loyalty 78

ShepHyken

JUNE 5, 2017

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. Airlines in search of customer loyalty need to do more than improve service b y Nick Francis. How Are Manufacturers Prioritizing the Customer Experience?

Airlines 74

Airlines Customer Service Retail Telecommunications 74

ShepHyken

SEPTEMBER 25, 2017

by Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. It’s the same with customers who leave online reviews. The ones from the customers you want to keep – which is all of them! Which ones should you answer?

Customer Service 74

Customer Service Social Media Tips B2B 74

ShepHyken

MAY 15, 2017

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. My Comment: Let’s start this weeks’ Top Five articles roundup by wishing Southwest Airlines a Happy 50th Birthday! And, who doesn’t want that!

Customer Service 69

Customer Service Airlines eBook Loyalty 69

ShepHyken

SEPTEMBER 4, 2017

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. The top five things you hate most about customer service by Sarah Ingrams . When The CMO Owns Customer Experience: 10 Top CMOs Share Their POV by Blake Morgan.

Customer Service 64

Customer Service Net Promoter Score Self Service NPS 64

ShepHyken

JANUARY 9, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. High-Performing Customer Service Teams Use Predictive Analytics by Vala Afshar. Data and predictive analytics are playing a stronger roll than ever in the customer service world.

Customer Service 48

Customer Service Loyalty Analytics Tips 48

ShepHyken

JANUARY 16, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. 5 Stages to Building Customer Loyalty by Melissa Gonzalez. My Comment: Customer loyalty doesn’t happen immediately. Salesforce) Lasting businesses are built on customer retention.

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

ShepHyken

JANUARY 30, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. My Comment: Southwest airlines continues to shine bright in the airline industry with their relentless focus on their customers. Here’s how customer service of the future will look like.

Customer Service 48

Customer Service Airlines Social Media Software 48

ShepHyken

FEBRUARY 27, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

ShepHyken

JANUARY 23, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? by Mindi Rosser.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

FEBRUARY 6, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. 11 Reasons Why Customer Advocacy is the Bedrock of Your Business by Robbie Richards. My Comment: Customer advocacy is powerful. There is something here for everyone.

Customer Service 48

Customer Service Social Media Loyalty Tips 48

ShepHyken

MARCH 27, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. The reason comes in the form of a question: Is your brand preparing for tomorrow’s customers’ needs?”.

Net Promoter Score 48

Net Promoter Score Customer Service Call Center Tips 48

ShepHyken

OCTOBER 9, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. They care about their customers. And, from the story in this article, they give their customers a chance to make things right with dignity and respect. Not if your Netflix.

Customer Service 41

Customer Service eBook CRM Customer Service Training 41

ijgolding

OCTOBER 17, 2017

This is the not the first article I have written about the subject of Customer Effort. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. You’ll love the friendly service – NO – most of the time, I would agree on this one. You can read the story here…. Allow me to explain….

Hotels 395

Hotels Travel How To Customers 395

ShepHyken

NOVEMBER 20, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. Omoto) Quite a few organizations, even today, consider customer experience as a tertiary function. They assume that in the order of priority, it comes after customer acquisition.

Customer Service 38

Customer Service Self Service Case Study Competitive Advantage 38

CSM Magazine

SEPTEMBER 27, 2017

It’s National Customer Service Week from 2nd to 6th October. And, of course, there is showing some love and appreciation to your customers. And, of course, there is showing some love and appreciation to your customers. What makes good customer service? What makes good customer service?”

Customer Service 49

Customer Service How To Training Leadership 49