Shep Hyken

NOVEMBER 3, 2021

Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. That’s a valuable formula for any type of business. . Follow on Twitter: @Hyken.

Hospitality 141

Hospitality Hospitality Customer Experience Customer Service 141

Shep Hyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Should the Chief Experience Officer Cease to Exist? Internal Customer Service: What You Must Know by Gabrielle Pickard-Whitehead. How Consumers Now Define a Good Customer Experience by Jack M.

E-commerce 131

E-commerce Customer Service Contact Center Retail 131

Shep Hyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. by Carl Smith. A few do it daily.

Customer Service 129

Customer Service Government CX Start-ups 129

Shep Hyken

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. (No Here are my top five picks from last week.

Customer Service 131

Customer Service Customer Loyalty B2C B2B 131

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). Smart companies are spotlighting the employee experience, as much if not more, than they are on the customer experience. They have learned that it’s just as important to attract and keep good employees as it is to attract and keep customers.

Customer Experience 130

Customer Experience AI Outlook CX 130

Shep Hyken

APRIL 6, 2022

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?”

Customer Service 112

Customer Service Retail Customer Experience 112

Shep Hyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert. You’ll smile.

Customer Service 24

Customer Service Net Promoter Score Contact Center Retail 24

Fonolo

JANUARY 20, 2020

Welcome to our *new* biweekly news roundup, where we give you the latest and greatest in customer service technology, news, and views. Let’s stop rhyming now and turn to the news at hand. New in Customer Service. This poor customer service channel comes at a cost.

Customer Service 117

Customer Service Contact Center Healthcare Omnichannel 117

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Customer Think.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Shep Hyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Customer Service Competency Class Now a Requirement for Fordham Admission by Isabella Scipioni.

Customer Service 116

Customer Service Retail Entertainment Social Media 116

Shep Hyken

APRIL 13, 2022

Just out of college I started my career as a customer service expert. It was a chosen profession that had its roots in something that happened to me when I was younger, an event that caused me to become obsessed with customer service. . These lessons laid the foundation that ignited my passion for customer service.

Customer Service 119

Customer Service Start-ups Customer Experience 119

Shep Hyken

MARCH 16, 2022

Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX). So, with that, I bring you Shep’s Law of Customer Service , which is: . They don’t come back.? . Notice that I put the word almost in the definition.

Customer Service 104

Customer Service CX Customer Experience Customer Loyalty 104

Shep Hyken

OCTOBER 5, 2022

Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. And then, by coincidence, one of our loyal subscribers, Heidi Reslow, shared a story about someone buying a new car. She created an experience for her customer.

Sales 108

Sales Customer Service Customer Experience 108

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Shep Hyken

JANUARY 11, 2023

Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). Follow on Twitter: @Hyken.

Customer Experience 116

Customer Experience CX AI Technology 116

Shep Hyken

JULY 11, 2022

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. They also need to win them over — a process that starts and ends with a good customer experience (CX).

Customer Service 21

Customer Service Social Media Contact Center CX 21

Shep Hyken

AUGUST 8, 2022

Each week I read many customer service and customer experience articles from various resources. The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. So take a few lessons from the restaurant industry and create a better customer experience.

Customer Service 21

Customer Service Customer Retention Hospitality Hospitality 21

Shep Hyken

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? My Comment: Our customer service research indicates that US consumers consider an easy return policy a reason to come back. by Janelle Estes.

Customer Service 108

Customer Service Legal Customer Loyalty CX 108

Shep Hyken

JULY 20, 2021

The End-to-End Customer Experience. Improving CX through Customer Workflows. Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow. They discuss how companies can create a great end-to-end customer experience and enhance productivity through process mapping.

Customer Service 137

Customer Service CX Customer Experience 137

Shep Hyken

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 post Bad Customer Service Isn’t the Problem.

Customer Service 98

Customer Service Education Customer Satisfaction Start-ups 98

Aquire

JANUARY 6, 2022

Using video chat technology for customer service is becoming a popular practice. Rather than relying purely on live chat or chatbots, adding video chat will ensure you offer more personal experiences to online customers. So, here’s everything you need to know about video chat technology in customer service.

Customer Service 98

Customer Service Social Media Technology Technology 98

Shep Hyken

JULY 28, 2021

One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement. For example, your customers might say: “They are always so helpful.”. What are the words your customers use to describe their experience with you? .

Customer Service 140

Customer Service Start-ups Customer Experience 140

Myra Golden Media

FEBRUARY 14, 2022

” Do you find your customers more intense ? I just read this quote from the New York Times. “The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. Are your employees burning out or quitting?

Customer Service 90

Customer Service Customer Experience 90

Shep Hyken

SEPTEMBER 28, 2021

Utilizing Customer Experience as a Sales Tool. They discuss how brands can provide value to their customers during uncertain times. Top Takeaways: When you create good experiences, especially during tough times, you are providing value beyond the product that you are selling. New York Times ?bestselling

Sales 128

Sales Customer Expectations Customer Service Customer Experience 128

Shep Hyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR How to Build Customer Loyalty with a Thank You Page by Thomas Griffin.

Customer Service 92

Customer Service Contact Center Customer Retention AI 92

Shep Hyken

JULY 26, 2022

Using AI to Enable and Empower Customer Service Agents. Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought , a company that builds human-centered AI to transform the customer service experience. Shep Hyken is a customer service and experience expert,? New York Times ?bestselling

Real Estate 127

Real Estate AI Customer Service Technology 127

Steven Van Belleghem

FEBRUARY 24, 2021

Neil Patel is a New York Times bestselling author and one of world’s top marketers. The channel offers a continuous stream of fresh content about customer experience, customer service and customer centricity in a digital world.

CX 98

CX Customer Experience Social Media Innovation 98

Shep Hyken

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.

Customer Service 86

Customer Service Hospitality Hospitality Customer Loyalty 86

Shep Hyken

OCTOBER 4, 2021

Each week I read many customer service and customer experience articles from various resources. 7 Techniques That Are Key to Customer Retention Today by John Hall. Magazine) It’s a business axiom that holding on to existing customers is more lucrative than acquiring new ones.

Customer Service 88

Customer Service Customer Retention Customer Loyalty CX 88

Shep Hyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. CMSWire) The better the experience, the more likely that person will return and give the brand their business. On the flip side, sometimes it only takes one bad experience to undo years of goodwill.

Customer Service 17

Customer Service E-commerce Real Estate Social Media 17

Shep Hyken

DECEMBER 8, 2021

The other day my friend asked me, “Is mediocrity the new customer experience?” He mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store. . Customer service won. I said, “You are a victim of skimpflation.” .

Customer Service 132

Customer Service Customer Experience 132

Shep Hyken

SEPTEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. How To Find A Balance Between Automation And Empathy In Customer Service by Murph Krajewski. Customers still want it, yet with a push for a digital or automated customer service platform, how can you achieve that?

Customer Service 16

Customer Service Manufacturing B2B AI 16

Shep Hyken

AUGUST 23, 2021

Each week I read many customer service and customer experience articles from various resources. Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. Reducing friction creates efficiencies, not only for the customer but also the business. Just kidding!

Customer Service 17

Customer Service Retail Omnichannel Customer Loyalty 17

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Net Promoter Score 167

Net Promoter Score CEM Gambling Social Media 167

Customers That Stick

JANUARY 30, 2020

Check out the video below to hear Adam’s one win that you can take away from Finish to improve your organization’s customer experience and customer service. FROM THE PUBLISHER: From New York Times bestselling author Jon Acuff, a book for those who want relief from always starting and never being done.

Start-ups 113

Start-ups AI Customer Service Customer Experience 113

Shep Hyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S.

Customer Service 85

Customer Service Social Media Contact Center Technology 85

Myra Golden Media

FEBRUARY 24, 2022

The New York Times said that. If you need help de-escalating customers in the new era of customer service, check out my De-escalation Academy. Enroll anytime. .

Customer Service 133

Customer Service Customer Experience 133