ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We kick off this week’s Top Five roundup with an excellent article on the most popular topic of the day (probably the year), AI.

2024 77

2024 Article Hotels Loyalty Programs 77

ShepHyken

MARCH 4, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!) consumers.

2024 59

2024 E Commerce Article Customer Service 59

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article starts with a definition that I can live with but is not quite how I would define it. Here are my top five picks from last week.

2024 61

2024 Article Customer Service Net Promoter Score 61

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article emphasizes that customers may not be so quick to want to use an automated or digital system. What Kind of CX Do Customers Really Want?

Article 145

Article 2021 Customer Service 2026 145

ShepHyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article opens with a reference to a Harvard Business Review article titled Stop Trying to Delight Your Customers.

Article 90

Article 2021 Customer Service Retail 90

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. It’s common for businesses to have clear standards on how employees should interact with customers. Here are my top five picks from last week.

2024 66

2024 Article Customer Service Contact Center 66

Experience Investigators by 360Connext

MARCH 18, 2015

I’ve noticed a lot of blogs and articles and general gripes lately about why SXSW Interactive has jumped the shark. It’s fashionable to post emphatically about how there’s no appeal to the massive conference tackling digital and interactive trends each March. This was my sixth visit to SXSW.

Interaction 275

Interaction 2015 Innovation Fashion 275

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions.

2024 57

2024 Article Customer Service Retail 57

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This week he posted a great article about what never to say to customers. This article looks at the ways that the CES can be improved.

Article 131

Article E Commerce 2021 Customer Service 131

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The article explains the role is “transitionary,” however I believe that there is no destination. This excellent article is written by a Ph.D.

2021 145

2021 Article E Commerce Customer Service 145

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions.

2024 55

2024 Article Customer Service Retail 55

ShepHyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. As strong a case as this article makes for the digital-first options, it still supports the notion of reaching a live agent when necessary.

Article 126

Article 2021 Customer Service Retail 126

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article will give you a good start to understanding what makes for a good question that will get you the insights you need. by Janelle Estes.

Article 123

Article 2022 Customer Service Customer Service Training 123

InMoment XI

MAY 2, 2018

Have you ever wondered how important digital interactions are to the customer experience in financial services? According to PWC, more than 45 percent of banking customers say they only interact with their bank through digital channels. View Article.

Banking 200

Banking Interaction Financial Article 200

InMoment XI

MAY 2, 2018

Have you ever wondered how important digital interactions are to the customer experience in financial services? According to PWC, more than 45 percent of banking customers say they only interact with their bank through digital channels. View Article.

Banking 200

Banking Interaction Financial Article 200

Playvox

OCTOBER 4, 2022

While tagging customer interactions might seem like a small part of your operations, it’s actually a vital component of running a productive contact center. Consistently tagging your customer support interactions in Zendesk — or any chat software — should be a top priority. Related Article: Top 5 Chat Conversation Tagging Challenges.

Interaction 87

Interaction Contact Center Insights Customers 87

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Then do a Google search for articles about their success. Something that intrigued me about this article was the title. by Carl Smith.

2021 142

2021 Article Customer Service Government 142

CSM Magazine

NOVEMBER 7, 2018

By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. Investing in overall brand experience for customers is one of the most important aspects of any business. Keep the customer informed.

Interaction 221

Interaction Telecommunications 2018 2013 221

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I have added my comment about each article and would like to hear what you think too. The five ideas in this article are a great place to start.

2023 63

2023 Article Customer Service Airlines 63

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article shows the power of generative AI (ChatGPT-type technologies). Here are my top five picks from last week.

Article 59

Article Customer Service 2023 Loyalty Programs 59

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We started this roundup with an article about how an employee experience (EX) drives the customer experience (CX).

Article 63

Article 2024 Customer Service 2023 63

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Let’s start with a great article about aligning customer service and marketing. I want to reinforce a big point of the article.

Article 68

Article 2023 Customer Service Net Promoter Score 68

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. In an age where products and services are often similar, it’s the memorable and positive interactions that truly distinguish one brand from another.

Article 65

Article Customer Service 2024 2023 65

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article delivers the answer and much more. This short article will give you much to think about regarding your loyalty programs.

Article 59

Article Customer Service 2023 Customer Centricity 59

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: I love a great list, and there will be a few of them on this weekly roundup of excellent customer service and CX articles.

Article 62

Article 2023 Customer Service Magazine 62

ShepHyken

MARCH 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: The title of this article was enough to intrigue me to want to read it. Here are my top five picks from last week.

2021 136

2021 Article Customer Service Employee Experience 136

ShepHyken

DECEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article has a few other ideas worth considering. This article makes the case that winning your customers back is also less expensive.

2021 72

2021 Article Customer Service 2001 72

ShepHyken

AUGUST 2, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The article starts with the idea that often we think we know what our customers want, but what they actually want is different. I love that one!)

Article 92

Article 2021 Customer Service Hospitality 92

ShepHyken

AUGUST 1, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. Start by reading this article.

Article 70

Article 2022 Customer Service B2C 70

ShepHyken

MARCH 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: When Joseph Michelli writes an article about customers or experience, it is a “must-read.” Most aren’t succeeding.

Article 129

Article 2021 Customer Service Customer Service Training 129

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I can’t think of a better way to start this week’s roundup than with this article that compiled five “Hallmark” type holiday stories.

2022 64

2022 Article Loyalty Programs Customer Service 64

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. They also expect a faster, more intimate interaction and the option for automation technology, according to a press release on the findings.

Article 64

Article 2022 Customer Service Loyalty Programs 64

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business.

Article 70

Article 2022 Customer Service Hospitality 70

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. In this article, there are four of them, and two of them are worth paying close attention to. Here are my top five picks from last week.

Article 64

Article 2023 E Commerce Customer Service 64

ShepHyken

MARCH 14, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We kick off this week’s Top Five roundup with a robust article that takes us back to the basics, journey mapping the customer experience.

Article 73

Article 2022 Customer Service Call Center 73

ShepHyken

MAY 17, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically. (B&T)

2021 80

2021 Article Customer Service Customer Retention 80

ShepHyken

FEBRUARY 21, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. It’s more aesthetically pleasing than just texting with a chatbot or interacting on the phone with voice response technology. by Rebecca Bellan.

Article 70

Article 2022 Customer Service 2005 70