ShepHyken

APRIL 24, 2017

2017 Customer Service Expectations Survey by Gladly. Gladly) Trends and insights from surveying 1000 consumers on customer service. My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. How To Power A Better, More Personalized Customer Experience by Manuel Vellon.

2017 69

2017 Article Customer Service Customer Service Training 69

ShepHyken

MARCH 27, 2017

(Callminer) From hiring for the right fit to effective training, motivating and engaging your team, workforce management, and more, we’ve rounded up 101 tips and sage advice from some of the most influential leaders in call center management, leadership, customer service, and more. Follow on Twitter: @Hyken.

2017 83

2017 Article Net Promoter Score Customer Service 83

ShepHyken

AUGUST 14, 2017

The answer lies in improving Customer Experience (CX). But just how important is customer experience for your organization? My Comment: It seems surprising to me that a company’s leadership would question the importance of customer experience, but some do. Will AI Replace Humans In The Customer Service Industry?

2017 80

2017 Article Customer Service Retail 80

ShepHyken

MARCH 20, 2017

Why Your Sales Pitches Will Never Earn You Loyal Customers by Rachel Quetti . Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

2017 75

2017 Article Customer Service Social Media 75

ShepHyken

JUNE 5, 2017

(Marketing Week) Businesses are increasingly using customer experience to differentiate their brand yet 30% of senior leaders are confused about who should take ownership of it. That’s the leadership question. Customer Experience Is Everything: Three Steps to Make Yours Unforgettable by Zac Johnson.

2017 74

2017 Article Airlines Customer Service 74

ShepHyken

NOVEMBER 28, 2016

My Comment: Salesforce has done us a great service with this excellent article that compares and contrasts the differences between customer service and customer experience (CX) and gives us some very important insights to consider. This article is essential reading for anyone in leadership and management.

2016 113

2016 Article Customer Service Social Media 113

ShepHyken

OCTOBER 30, 2017

My Comment: Customer experience (and service) is a philosophy that must be embraced by every area of the company. It’s about leadership having a CX vision that becomes part of the culture of the company. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2017 24

2017 Article Social Media Customer Service 24