ShepHyken

OCTOBER 3, 2023

Actually, I believe in the opposite, and it’s one of the concepts we teach in our customer service training workshops. It is this: The customer is NOT always right. … But, they are always the customer, so let them be wrong with dignity and respect. Connect with Shep on LinkedIn.

Workshop 154

Workshop Customer Service Training 2021 Customers 154

ShepHyken

MAY 16, 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. Are You Tracking the Customer Service Metrics That Really Count? There’s quite a bit packed into this short article.

Article 65

Article 2022 Customer Service Net Promoter Score 65

ShepHyken

APRIL 30, 2024

Earlier this year, I wrote an article about the hard work it takes to make something look easy. The gist of the article was that we work hard to make doing business with us easy. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

2009 95

2009 Entertainment Sports Workshop 95

ShepHyken

APRIL 27, 2020

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: Our first article in the Top Five roundup is about community. Here are my top five picks from last week.

Article 84

Article 2020 Customer Service Government 84

ShepHyken

AUGUST 26, 2019

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. 37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. Today’s article focuses on Step ONE.

2019 109

2019 Article Customer Service 2020 109

ShepHyken

NOVEMBER 7, 2023

Recently, I wrote two articles for my weekly Forbes column that paid homage to Abraham Maslow, the American psychologist who created what is referred to as Maslow’s Hierarchy of Needs. The articles were so well received that I wanted to share shorter versions here with our Shepard Letter subscribers. Connect with Shep on LinkedIn.

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Workshop Customer Service Training Customers Reference 98

ShepHyken

JANUARY 16, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 144

Customer Service Books Workshop Customer Service Training 144

ShepHyken

JUNE 1, 2020

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. 3 Things That Will Boost Your Reputation For Great Customer Service by Mark Armstrong. How do you scale up?

Article 68

Article 2020 Customer Service Call Center 68

ShepHyken

OCTOBER 10, 2023

The title of this article may sound like a lesson in sales, but it’s much bigger than that. It’s about the entire customer experience. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant. Connect with Shep on LinkedIn.

Workshop 151

Workshop Culture Customer Service Training Employee Experience 151

ShepHyken

AUGUST 13, 2018

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. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty?

2018 72

2018 Article Customer Service Loyalty 72

ShepHyken

MARCH 18, 2019

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. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. And, that’s what this article is about.

2019 88

2019 Article Net Promoter Score Customer Service 88

ShepHyken

OCTOBER 31, 2023

My friend Norman Beck sends me interesting articles and newsworthy information regularly. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn. This one is worth talking about here. It’s not free if you have to pay $99 for it!

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Airlines Workshop Customer Service Training Marketing 135

ShepHyken

OCTOBER 24, 2023

Not long ago, I wrote an article and created a video on Doing More Than Expected – even when it’s not included in your job description. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Workshop 142

Workshop Customer Service Training Customer Service Article 142

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Is Your Digital Marketing Strategy Ready for an AI Intervention? 20 Positive Phrases for Customer Service Success: Part 1 by Conversational.

2016 105

2016 Article Social Media Customer Service 105

ShepHyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. The employee experience (EX) drives a better customer experience (CX). Connect with Shep on LinkedIn. Happy New Year! What’s 2024 going to be like?

2024 96

2024 Customer Service Workshop Customer Service Training 96

ShepHyken

SEPTEMBER 26, 2023

Now, let’s switch to the business on the receiving end of the customer’s disappointment and anger and discuss the problem. I’ve covered how to handle angry customers many times, so let’s not go there again. If you go to www.CustomerServiceArticles.com , you will find many articles covering that topic.

Customer Service 138

Customer Service Social Media Workshop Customer Service Training 138

ShepHyken

APRIL 30, 2018

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. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. Some are exciting. Some are surprising.

Article 82

Article 2018 Net Promoter Score Customer Service 82

ShepHyken

AUGUST 20, 2018

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. T-Mobile is completely overhauling how its customer service works by Chris Welch. by Chip Bell.

Article 69

Article 2018 Customer Service B2B 69

ShepHyken

DECEMBER 19, 2023

If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. I’ll share that company’s name at the end of this article. For now, you can guess. Cindy, from my office, had a customer service issue. Connect with Shep on LinkedIn.

Customer Centricity 88

Customer Centricity Workshop Customer Service Training Definition 88

ShepHyken

AUGUST 1, 2023

If you want to learn more about how to properly gift your customers, read this article about my friend John Ruhlin and his book Giftology. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Hotels 117

Hotels Travel Workshop Reference 117

ShepHyken

MAY 16, 2023

I like the title of this article, but perhaps a more appropriate title might be: Customer Service Is Like Being Married. The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. Connect with Shep on LinkedIn.

Customer Service 121

Customer Service Advertising Workshop 2022 121

ShepHyken

JANUARY 9, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. High-Performing Customer Service Teams Use Predictive Analytics by Vala Afshar. Here are my top five picks from last week.

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2017 Article Customer Service Loyalty 80

ShepHyken

JANUARY 23, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy?

2017 59

2017 Article Social Media Customer Service 59

ShepHyken

JUNE 6, 2023

But it’s still not free – at least not to the company’s paying customers who, whether they realize it or not, are covering the cost of the marketing program that gives away a month’s worth of product while the prospect decides whether they will buy or not. This article is an example of free. Connect with Shep on LinkedIn.

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Workshop Advertising Customer Service Training Consumers 88

ShepHyken

NOVEMBER 21, 2023

This idea came to me as I read an article about United Airlines changing the way passengers board the plane. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn. If it’s working fine, why mess with it?

Airlines 86

Airlines Workshop Customer Service Training Customer Service 86

ShepHyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

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Customer Service Training Customer Retention Customers Sales 130

ShepHyken

DECEMBER 22, 2021

We had some great feedback on The Three N’s of Employee Fulfillment article and video. We welcome him back this week with a simple feedback technique connected to his Three N strategy that will help you motivate and keep your best employees. . Plenty of great comments. Here’s a very short refresher in case you missed it.

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Customer Service Training Leadership Feedback Customer Service 132

ShepHyken

JULY 24, 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 friend and fellow CX expert, Dan Gingiss, agrees and does a great job of making his case in this article.

Article 12

Article Customer Service 2023 Retail 12

ShepHyken

MARCH 7, 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. How to Build Customer Loyalty by Sharing the Inflation Burden by Joel Comm. My Comment: The article starts with a great story.

Article 13

Article 2022 Customer Service E Commerce 13

CSM Magazine

OCTOBER 19, 2023

Their customer support team doesn’t just handle queries; they’re trained to think two steps ahead. When passengers find themselves unable to connect with their initial transport providers, Jayride’s team swings into action. Jayride serves as a prime example of this philosophy in action.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

ShepHyken

JANUARY 26, 2018

This week we feature an article by Evan Hackel who writes about why it is important to train your frontline with excellent listening skills. Pay attention to what customers are saying. Employees who take a moment to observe something about each customer listen better to them. or simply, “How are you doing today?”

Blog 83

Blog Leadership Consulting Exceptional Customer Service 83

ShepHyken

AUGUST 31, 2020

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. How to Prevent Customer Churn with Retention Marketing by Lauren Pope. I’ve read a lot of articles about this.

Article 108

Article 2020 Customer Service Social Media 108

Comm100

OCTOBER 11, 2017

This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Give Your Customers More Accurate Help.

Social Media 47

Social Media Customer Service Strategies Customer Service Download 47

Storyminers

JULY 6, 2020

You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. Jim is a frequent keynote speaker, helping employees to engage customers through a personal connection. Hilary George-Parkin.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ShepHyken

FEBRUARY 24, 2017

As well, options can be set up for customers to be connected directly to specialized agents who have been designated to manage customer inquiries about the news. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. A well-designed IVR system can be a big benefit during a news event.

Contact Center 84

Contact Center Blog Social Media Events 84

Storyminers

JULY 6, 2020

You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. Jim is a frequent keynote speaker, helping employees to engage customers through a personal connection. Hilary George-Parkin.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ShepHyken

FEBRUARY 5, 2018

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. How Retailers Can Use Customer Experience to Compete with Amazon by Marissa Bosché. Follow on Twitter: @Hyken.

2018 15

2018 Article Customer Service B2C 15