ShepHyken

JANUARY 16, 2024

When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. It’s what our customers say. It’s just our perception.

Customer Service 143

Customer Service Books Workshop Customer Service Training 143

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. That’s what I want you to do with your customers. Happy New Year! And for everything else, too!

Customer Service 158

Customer Service Workshop Customer Service Training Connections 158

ShepHyken

JUNE 9, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Loyalty Stats in 2023: Loyal Customers Spend More! And, if you enjoy this type of article, you’ll also want to check out our annual customer service and CX research (sponsored by RingCentral ).

Article 78

Article 2024 Sports Customer Service 78

Interactions

APRIL 19, 2024

At the heart of every customer-centric business lies the quintessential question: “How can we improve and optimize the customer experience?” Recently, we hosted a workshop at Frost & Sullivan for the best and brightest in the CX industry. What resulted were seven (yes, seven!) And the Consensus Is….

Insights 62

Insights Workshop Customer Experience Contact Center 62

Myra Golden

APRIL 3, 2020

Book Your Virtual Customer Service Workshop Now! Once we agree on your training content, we set a date for live virtual training that includes breakout rooms, online hand-raising, polling questions, and PDF workbooks. Plus, we record the training and hand it over to you to use as you wish.

Workshop 59

Workshop Customer Service Books Customers 59

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

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. However, she also made a mistake.

Travel 93

Travel Customer Service Airlines Poor Customer Service 93

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

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. What do you think if I yell at them?

Customer Service 137

Customer Service Social Media Workshop Customer Service Training 137

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

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. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

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 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. They expect you to be there, to know their history as a customer, and to treat them with priority and respect.

Article 73

Article Customer Service 2024 Loyalty Programs 73

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 73

2024 Article Customer Service Social Media 73

ShepHyken

DECEMBER 12, 2023

Customer service and customer experience (CX) are more than what happens after the sale. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more.

Sales 93

Sales Customer Experience Workshop Customer Service Training 93

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. Here are my top five picks from last week.

2024 80

2024 Article Customer Service E Commerce 80

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). When you do, you’ll have a better 2024 – and so will your customers! Happy New Year!

2024 95

2024 Customer Service Workshop Customer Service Training 95

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

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

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. But today’s answer is not just timely, but also timeless. Connect with Shep on LinkedIn.

Customer Service 85

Customer Service Workshop Customer Service Training Definition 85

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. Here are my top five picks from last week.

2024 80

2024 Article Customer Service Government 80

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

ShepHyken

AUGUST 5, 2020

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? As she moved into this role, she realized the opportunities that would come from providing a better customer experience.

Customer Service 159

Customer Service Workshop Customer Service Training Customers 159

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

Experience Investigators by 360Connext

JUNE 13, 2023

Where this vital function should sit in their organizational structures is the lingering question of customer experience management. The Standalone CX Department Some organizations have embraced the importance of CX by creating a standalone department, often headed by a Chief Customer Officer (CCO) or a Chief Experience Officer (CXO).

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

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.

2024 78

2024 Article Hotels Loyalty Programs 78

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

CSM Magazine

JUNE 5, 2024

The hospitality industry continuously evolves, with customer expectations rising yearly. Staying informed about current trends can help businesses provide memorable guest experiences. Here are some key customer experience trends shaping the hospitality industry today.

Hospitality 52

Hospitality Hotels Customer Experience Guest Experience 52

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

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Experience Investigators by 360Connext

MAY 20, 2015

What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. Unhappy customers will harm your brand.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

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 My Comment: Read the title again!

2024 62

2024 Article Customer Service B2B 62

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.

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Workshop Customer Service Training 2021 Customers 153

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! My Comment: I’ve written about the difference between customer service and customer experience in the past.

2024 62

2024 Article Customer Service Net Promoter Score 62

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. In my recent customer service and CX research (sponsored by RingCentral ), I included a question that would give us an updated number for this concept. At least, it appears that way.

2024 141

2024 Workshop Customer Service Training Customers 141