ShepHyken

JANUARY 30, 2024

Many companies still believe that customer service is what happens when something goes wrong. However, that is only one part of customer service. The bigger picture is that customer service happens throughout a customer’s entire experience while doing business with you.

Customer Service Training 97

Customer Service Training Customer Service Marketing Workshop 97

ShepHyken

SEPTEMBER 26, 2023

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. Instead, I want to emphasize the last part of my response to the question: sometimes, customer service agents – and other employees – have different answers to the same questions. Connect with Shep on LinkedIn.

Customer Service 137

Customer Service Social Media Workshop Customer Service Training 137

ShepHyken

MAY 5, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth.

2024 65

2024 Article Customer Service Social Media 65

ShepHyken

JUNE 2, 2024

Each week, I read many customer service and customer experience articles from various resources. The Secret to Dealing With Awkward Customers by Call Centre Helper (Call Centre Helper) Let’s talk about awkward customers… You know, the ones that make you seriously think that some people aren’t worth doing business with!

Article 78

Article Customer Service 2024 Net Promoter Score 78

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. There are at least three lessons we can learn from this story: Laziness: That should never be an excuse for providing poor customer service. Connect with Shep on LinkedIn.

Travel 93

Travel Customer Service Airlines Poor Customer Service 93

ShepHyken

SEPTEMBER 5, 2023

I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 85

Customer Service Workshop Customer Service Training Definition 85

ShepHyken

MAY 26, 2024

Each week, I read many customer service and customer experience articles from various resources. by Alex Bitca (Retently) Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? See my article on the Top 14 Customer Service and CX Metrics.)

2024 75

2024 Net Promoter Score Article Customer Service 75

ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. My Comment: This article is about customer support. My Comment: I enjoy articles on customer service metrics.

Article 73

Article Customer Service 2024 Loyalty Programs 73

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Whether through a simple “How satisfied were you with our service?”

Customer Service 130

Customer Service Net Promoter Score Customer Service Representative NPS 130

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

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. When you do, you’ll have a better 2024 – and so will your customers! Connect with Shep on LinkedIn. Happy New Year! What’s 2024 going to be like?

2024 95

2024 Customer Service Workshop Customer Service Training 95

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. Connect with Shep on LinkedIn.

2024 80

2024 Article Customer Service E Commerce 80

ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Article 83

Article 2024 Customer Service Government 83

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

2024 70

2024 E Commerce Article Loyalty Programs 70

ShepHyken

SEPTEMBER 13, 2023

Every once in a while, someone will ask, “What’s the difference between customer service and customer experience?” Customer service really drove the customer experience. A customer could visit a store or business. Or a customer could call a phone number to ask a question, resolve a complaint, etc.

Customer Service 70

Customer Service Customer Experience Workshop Social Media 70

eGain Blogs

OCTOBER 29, 2021

KMWorld Connect 2021 is happening as a virtual conference, for the second year in a row. What is KMWorld Connect 2021? What is KMWorld Connect 2021? The Secret Ingredient in Digital Transformation of Customer Engagement: Knowledge Hub. Join us at KMWorld Connect 2021! Keynote session by eGain and IRS.

2021 93

2021 Connections Workshop Innovation 93

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.

2024 80

2024 Article Customer Service Government 80

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Article 78

Article 2024 Customer Service Government 78

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Through chatbots and empathy simulators are transforming customer service by taking over tasks traditionally done by humans, such as speech recognition, empathy, and decision-making. Connect with Shep on LinkedIn.

2024 78

2024 Article Hotels Loyalty Programs 78

ShepHyken

OCTOBER 3, 2023

I’ve said it before – I don’t agree with the saying that the customer is always right. 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. … Connect with Shep on LinkedIn.

Workshop 153

Workshop Customer Service Training 2021 Customers 153

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 Connect with Shep on LinkedIn.

2024 62

2024 Article Customer Service B2B 62

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. That may not indicate true customer loyalty, but that level of satisfaction is a pretty good start! Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

2024 73

2024 Net Promoter Score Article Loyalty Programs 73

ShepHyken

APRIL 16, 2024

What is the likelihood a customer would return if their customer service or CX rating of you was just … good enough ? Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn. Don’t be just good enough.

Workshop 151

Workshop Hotels Customer Service Training Books 151

One Millimeter Mindset

SEPTEMBER 17, 2018

Do we really understand the difference between customer service delivery and customer experience delivery? At times, our self-focused perception leaves customer service delivery up to everyone with “service” as part of their job titles. That means we assume customer service is someone else’s responsibility.

Customer Service 202

Customer Service Customer Experience B2C Workshop 202

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. If I had to sum these up in one word, I would say these fall under the category of “friendly,” which, according to our customer service and CX research , is a top reason customers will say, “I’ll be back!”

Article 78

Article 2024 Customer Service Airlines 78

ShepHyken

FEBRUARY 13, 2024

And both dealerships – Ford and Ferrari – provide stellar customer service. While both may appreciate a good customer experience, one wants a different product experience.   It’s about the quality of the experience between the walls when the guest is awake. Connect with Shep on LinkedIn. The answer is simple.

Customer Experience 139

Customer Experience Transportation Hotels Airlines 139

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. Thanks to Gen Z, Deeper Connections Will Become the Currency of the Future by AmberNechole Hart (Adweek) Empty ecommerce gets you to checkout fast but gives no reason to return. Why is connection important?

2024 67

2024 Article Customer Service Social Media 67

ShepHyken

APRIL 9, 2024

What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. So many companies and brands are trying to win customers over by delivering a better service experience. Connect with Shep on LinkedIn. At least, it appears that way.

2024 141

2024 Workshop Customer Service Training Customers 141

ShepHyken

MAY 28, 2024

What inspired me to do so was an article by Chip Bell, my friend and fellow customer service expert, who recently wrote a Forbes article titled The Magic of Serving with Radical Generosity. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Hotels 91

Hotels Workshop Customer Service Training Article 91

CSM Magazine

APRIL 13, 2023

Excellent customer service is the backbone of any successful business, and it relies on a team of motivated, engaged, and well-coordinated professionals. Team bonding is essential to building a high-performing customer service team. Workshops can cover topics such as communication, collaboration, and conflict resolution.

Customer Service 52

Customer Service Engagement Workshop Events 52

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!) Connect with Shep on LinkedIn.

2024 60

2024 E Commerce Article Customer Service 60

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. A Great Way to Get Your Employees to Connect With Customers by John Dijulius ( The DiJulius Group) Most people believe the customer is the one who benefits when the employee makes a personal connection.

Article 65

Article 2023 Customer Service Loyalty Programs 65

ShepHyken

MARCH 12, 2024

Take the time to work through these steps, get everyone on board and in alignment with the personality you want to be known for, and create the experience that gets customers to say, “I’ll be back!” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Workshop 151

Workshop Advertising Customer Service Training Books 151

ShepHyken

APRIL 23, 2024

That creates confidence and increases overall customer satisfaction. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn. Routine Maintenance: You want to keep your car properly maintained with routine maintenance.

Customer Experience 133

Customer Experience Customer Service Training Workshop Advertising 133

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: The opening line of this article grabbed me: “It’s no secret that customer experience (CX) and employee experience (EX) are inextricably connected.” Connect with Shep on LinkedIn.

Article 65

Article Customer Service 2023 2024 65

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. Connect with Shep on LinkedIn.

2024 60

2024 Article Customer Service Workshop 60

ShepHyken

NOVEMBER 14, 2023

This corresponds to Emotional Connection on the Customer Hierarchy of Needs. Other words to describe fulfillment include satisfaction, happiness, and completeness – all emotions that potentially drive employee loyalty. Remember, what’s happening inside the organization with employees is felt on the outside by the customer.

Workshop 149

Workshop Insurance Employee Experience Culture 149