ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable.

Article 78

Article 2024 Customer Service Airlines 78

ShepHyken

MARCH 26, 2024

And in business, Steve Jobs of Apple said, “It takes a lot of hard work to make something look simple.” There is some very practical wisdom in these motivational and inspiring quotes that we can apply to the customer service and CX world. Think of the best customer experiences you have had. There’s a difference!

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Entertainment Sports 2024 Workshop 87

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? This article covers several important ways to deliver that return policy experience that fosters goodwill and gets customers to return again and again.

Article 124

Article 2022 Customer Service Customer Service Training 124

ShepHyken

SEPTEMBER 2, 2020

She wanted an opinion on why we call the experience a customer experience. In her mind, using the word “customer” puts distance between customers and the company. She asked, “Don’t you think that if we rename the customer experience to the people experience that it would be enhanced and more mature?

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Reference Hotels Customer Service Training Connections 156

Comm100

JULY 28, 2016

But now you can stop guessing, as we’re presenting you with some of the best customer service training advice in the industry from a seasoned professional, Ray Miller , who is the CEO of e-learning solution company The Training Bank and author of the book That Customer Focus.

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Customer Service Training Customer Service Download Definition 42

ShepHyken

MARCH 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. For this short post, let’s look at two emerging customer experience trends.

Article 130

Article 2021 Customer Service Customer Service Training 130

ShepHyken

FEBRUARY 28, 2023

You want your customers to know and understand how you operate. Be Easy to Connect With – Do you make it easy for your customers to connect with you? However, its phone number is posted on every page of the website, just in case the customer needs help or has questions. Don’t hide behind fine print.

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Chief Customer Officer 2022 Customer Service Training Connections 123

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 129

ShepHyken

JANUARY 23, 2024

If you’re making your customer go through the same process multiple times, you’re creating a negative customer experience. This happens at my car dealership, bank, and other supposed customer-focused organizations. Their processes bog the customer down with repetitive tasks and often unnecessary procedures.

Workshop 87

Workshop Insurance Banking Customer Service Training 87

Experience Investigators by 360Connext

JANUARY 28, 2020

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. First, understand the true costs of NOT investing in customer experience.

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2020 Net Promoter Score ROI Metrics 250

ShepHyken

OCTOBER 24, 2023

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.

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Workshop Customer Service Training Customer Service Article 141

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. Customer Experience Starts – and Stops – With Emotions by Kristi Knight.

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2021 Article Customer Service Social Media 146

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

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Customer Service Contact Center 2022 Magazine 251

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 first three reasons could all go under number four.

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Culture Customer Service Poor Customer Service Leadership 107

ShepHyken

FEBRUARY 10, 2021

The point he was making was that the customer experience begins the moment the customer connects with you, not when they see you on stage or in person. It happens between the moment the customer thinks of you and the time they actually buy. And, that includes customer service.

Magazine 127

Magazine Entertainment B2C Customer Service Training 127

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Customers are enjoying self-service options, so give them what they want.

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2021 Article Customer Service Net Promoter Score 155

ShepHyken

JULY 13, 2022

For a company that provides a great customer experience, reviews can add credibility and bring in more business. But for companies that don’t provide an acceptable experience, online reviews can become the bane of their existence. Then, someone takes care of the issue before the customer leaves the restaurant.

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Feedback Customer Service Training Connections Customer Focused 125

ShepHyken

NOVEMBER 18, 2020

I still believe that loyalty is driven by emotion, which has always been about the personal connection. You may have the best people in the world for your customers to talk to. Do you also have a process—a customer experience (CX)—that makes them feel safe? Today, the emotion expands to feeling safe.

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Loyalty Books 2018 Customer Service Training 141

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. Mission-Driven Customer Experiences (CX): A Guide by Nate Brown.

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2021 Article Customer Service Guest Experience 157

ShepHyken

NOVEMBER 4, 2020

So many ways to serve chicken—so many ways you can amaze your customer. And like chicken, customer service—no matter how you serve it to your customer—is still customer service. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

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Customer Service Training Social Media Customer Service Representative Books 143

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. Retail Customer Experience) Sweetwater Sound Inc.,

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Article E Commerce 2021 Customer Service 110

ShepHyken

MARCH 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Forget Customer Experience. Forget Employee Experience. Enter Total Experience by David Roe. CMSWire) ECM and content services, while related, are not the same.

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2021 Article Customer Service Employee Experience 136

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Here are my top five picks from last week.

Article 146

Article 2021 Customer Service 2026 146

ShepHyken

MARCH 4, 2020

Satisfied customers are not loyal customers.” Connect with your customers on an emotional level to move them beyond being “just satisfied.”. “It It is the total customer experience—not just customer service—that creates loyalty.” Don’t confuse customer service with customer experience.

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Books Loyalty Customer Service Training Customers 164

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. The exchange is straightforward: customers get benefits; the brand gets loyal customers. and amazing customer service. A failure in a customer experience strategy is the fault of… The CEO!

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Article Customer Service 2023 Customer Centricity 60

ShepHyken

NOVEMBER 14, 2022

Each week, I read many customer service and customer experience articles from various resources. Partnering in Complex Times: Turning to the Experts for Best-In-Class Customer Experience by Harvard Business Review. Top 14 Tips for Connecting with Customers from CMOs by Sarah Franklin.

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White Paper Article 2022 Customer Service 70

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers.

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2022 Article Loyalty Programs Customer Service 65

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. My Comment: Here is a fascinating article about loyalty and the customer experience.

Article 141

Article 2020 Customer Service Loyalty Programs 141

ShepHyken

SEPTEMBER 8, 2021

I’ve encountered front-line employees in customer support and sales positions who should never have been put on the front line. Inability to Connect – Customers hate friction, and one of the friction points we found in our research is when customers have difficulty getting the contact information they need to call customer support.

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Books Social Media Customer Service Training Reference 165

ShepHyken

MARCH 2, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report.

2020 105

2020 Article Customer Service Hospitality 105

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. As the author of this article calls it, there is a customer service gap, a disconnect. Forget Brand Loyalty.

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2021 Article Customer Service Retail 95

ShepHyken

JANUARY 6, 2021

Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column. So, here are my Top 10 Predictions for 2021: Customers continue to get smarter. Our customers keep getting smarter about customer service and experience. And AI will fuel this trend.

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2021 Customer Relationship Management Customer Service Training 2020 170

ShepHyken

JUNE 8, 2020

Each week I read a number of customer service and customer experience articles from various resources. How Do You Maintain Customer Experience on a Shrinking Budget? Got Emotional Connection? My Comment: You can’t have customer loyalty with an emotional connection with the customer.

Article 82

Article 2020 Customer Service Connections 82

ShepHyken

AUGUST 31, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Prevent Customer Churn with Retention Marketing by Lauren Pope. Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around? Even if you are, read this article.

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Article 2020 Customer Service Social Media 107

ShepHyken

AUGUST 2, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Experience Strategies to Annoy or Delight Your Customers by Phil Britt. CMSWire) Let’s be frank: no company goes out of its way to produce miserable customer experiences.

Article 93

Article 2021 Customer Service Hospitality 93

ShepHyken

APRIL 5, 2021

Each week I read a number of customer service and customer experience articles from various resources. Balancing Humanization and Digitization: 3 Key Customer Service Trends by Jordy Leiser. Here are three customer service trends brands should prepare for in 2021.

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2021 Article 2025 Customer Service 124

ShepHyken

FEBRUARY 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. The do’s and don’ts for creating a customer service knowledge base by TechGenyz. My 12 golden guidelines for your Customer Experience Strategy by Steven Van Belleghem.

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Article 2021 Customer Service Retail 101