Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. Customer Service Acronyms You Need to Know. So, what can companies do to improve customer service?

Customer Service 341

Customer Service e-support Self Service Customers 341

ShepHyken

JANUARY 4, 2019

This week we feature an article by Anand Srinivasan who writes about how important it is to have a properly trained customer service team to ensure business success. – Shep Hyken. Customer service is one of the primary drivers of growth in many organizations. Traits that define a great customer service rep.

Customer Service Training 77

Customer Service Training Training Customer Service How To 77

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. A fulfilled employee is more engaged at work and with your customers.

Customer Service 78

Customer Service Government Employee Experience Video 78

ShepHyken

APRIL 9, 2024

Many years ago, I used to begin my customer service keynote speeches with a question: By a show of hands, how many of you believe it’s important to satisfy your customers? As you might imagine, just about everyone raised their hand. Then, I shared the findings from a study by Vanderbilt University professors Anthony J.

Customer Service Training 139

Customer Service Training Customers Customer Service Study 139

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? The study comes as some companies remove self-checkout machines and others adjust their self-checkout operations. Here are my top five picks from last week.

Customer Service 65

Customer Service Customer Journeys Trends Study 65

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Internal Customer Service: What You Must Know by Gabrielle Pickard-Whitehead. Here are 18 of the most reliable ways to make sure your internal customer service is up there with the best. by Mary Drumond.

Customer Service 143

Customer Service Chief Customer Officer Contact Center Customer Service Training 143

Comm100

AUGUST 29, 2021

As storefronts have evolved, so too has customer service. Now more than ever, customers are empowered to expect more from businesses and get more in return. Customers expect flexibility across channels and a consistent experience no matter how they reach out. Be customer centric.

Omni-Channel 130

Omni-Channel Customer Service Strategies Training Customer Service 130

ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). The post Bad Customer Service Isn’t the Problem.

Culture 105

Culture Customer Service Poor Customer Service Leadership 105

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. The article starts with a short case study of Panera which offered all their “Unlimited Sip Cup” to their “members” for $8.99/month. Furthermore, training isn’t something you did, it’s something you do. Or, do they?

Customer Service 64

Customer Service Employee Engagement Customer Service Training Loyalty Programs 64

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 58

Customer Service B2C B2B Travel 58

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. Whatever drives repeat business – and ideally, customer loyalty – is a good program. The author shares six mini-case studies from brands you’ll recognize, such as Starbucks, NASCAR, and more. I agree with the title.

Customer Service 65

Customer Service Loyalty Programs Contact Center Financial 65

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. – Use social media as a key customer service channel. Everyone texts.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

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 92

Customer Service Retail Loyalty Study 92

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Based on this article and a Qualtrics study, this may be true, but some industries, such as consumer payment companies (Venmo and Square) and banks, have gained consumer trust. Here are my top five picks from last week.

Customer Service 56

Customer Service Retail Consumers Metrics 56

Kristina Evey

NOVEMBER 13, 2014

The POSITIVE Impact of Customer Service… I typically let you know how much poor customer service is COSTING your company. So, here’s the low down… 70% of customers cite the MAIN reason they stop doing business with a company is ONLY because of how they were treated. – McKinsey.

Customer Service 159

Customer Service Poor Customer Service Customer Service Training Customers 159

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. Customer Service Competency Class Now a Requirement for Fordham Admission by Isabella Scipioni.

Customer Service 124

Customer Service Self Service Retail Entertainment 124

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: We started this roundup with an article about how an employee experience (EX) drives the customer experience (CX). Here are my top five picks from last week. Connect with Shep on LinkedIn.

Customer Service 62

Customer Service Employee Experience B2C Hospitality 62

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Based on this article and a Qualtrics study, this may be true, but some industries, such as consumer payment companies (Venmo and Square) and banks, have gained consumer trust. Here are my top five picks from last week.

Customer Service 55

Customer Service Retail Consumers Metrics 55

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.

Customer Service 137

Customer Service Rewards Programs B2B Loyalty Programs 137

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. 20 Stats On Why Customer Service Has Never Mattered More by Blake Morgan (Forbes) Customer Service Week runs from October 2-6 this year. Here are my top five picks from last week.

Customer Service 62

Customer Service Airlines Consumers Video 62

Vonage

APRIL 25, 2017

He is also a master of using excellent customer service skills. I had the pleasure of sharing a speaker’s platform with him at an Achiever’s Congress in Asia where he demonstrated the meaning of impeccable customer service skills. He uses preparation to enable him to put forth amazing customer service skills.

Customer Service 145

Customer Service Exceptional Customer Service Culture Contact Center 145

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 76

Customer Service Social Media Call Center Retail 76

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

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 88

Customer Service Social Media Tips Multi-Channel 88

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

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 114

Customer Service Case Study Customer Service Training Customers 114

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 69

Customer Service Self Service Banking Culture 69

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. You want the gap to be wide.

Customer Service 103

Customer Service Leadership Survey Customer Service Training 103

ShepHyken

JULY 4, 2023

However, it did make studying easier. Instead, I focused on how to use the information to efficiently get the correct answer. So, how does this apply to customer service? Many people think that AI will be used to replace customer support agents – and even salespeople. I didn’t have to spend time memorizing formulas.

Conference 127

Conference Customer Service Training Customer Service Study 127

Who's Your Gladys?

NOVEMBER 6, 2014

According to a study conducted by the Rockefeller Corporation of Pittsburgh, 68% of customers stop doing business with a company because of an attitude of indifference by an owner, manager or employee. Customer Service guest blogger Bill Quiseng Customer Service Articles customer service training'

Customer Service Training 225

Customer Service Training Study Training Customer Service 225

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 106

Customer Journeys Customer Service B2C Ecommerce 106

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 103

Customer Service Self Service Tips Guidelines 103

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

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. While you may or may not be a retailer, the thinking behind their customer-focused solutions is something everyone should study.

Customer Service 105

Customer Service Exceptional Customer Service Retail Ecommerce 105

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 91

Customer Service Customer Retention Feedback Customer Centricity 91

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 101

Customer Service Retail Airlines Social Media 101

ShepHyken

NOVEMBER 7, 2023

Over the years, I’ve observed customer behavior, and some of my conclusions were confirmed by my customer service and CX research, known as the Achieving Customer Amazement Study (sponsored by Five9 ). Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

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Policies Meeting Customer Service Training Customers 94