Shep Hyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Internal Customer Service: What You Must Know by Gabrielle Pickard-Whitehead. Here are 18 of the most reliable ways to make sure your internal customer service is up there with the best. by Mary Drumond.

E-commerce 131

E-commerce Customer Service Contact Center Retail 131

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 Service 136

Customer Service Contact Center Social Media CX 136

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: . The other day, a friend quoted Newton’s third law, and it hit me.

Customer Service 104

Customer Service CX Customer Experience Customer Loyalty 104

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

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

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

Kerry Bodine

JUNE 20, 2015

New York City. Service Design Network’s Global Conference. New York City. Customer Success Association’s Customer SuccessCon Europe. Digital Customer Experience Conference. Customer Response Summit. America’s Customer Festival. New York City.

CEM 97

CEM CX Contact Center Customer Loyalty 97

Steven Van Belleghem

JANUARY 17, 2023

Shep Hyken’s Customer Service Blog. Shep Hyken is a customer service and experience expert, the Chief Amazement Officer of Shepard Presentations, Forbes contributor and a New York Times and Wall Street Journal bestselling author. Customer Bliss by Jeanne Bliss. Doing CX Right. Check it here.

Customer Experience 142

Customer Experience CX Innovation B2B 142

Fonolo

NOVEMBER 15, 2017

The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and show tremendous aptitude for delivering excellent customer care. Patience is a sure-fire sign of someone well-equipped for the customer service profession.

Customer Service 100

Customer Service Contact Center Social Media Education 100

Shep Hyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. EX and CX Come Down to the Same Thing: Put the Person First by Inge De Bleecker. My Comment: Customer service starts on the inside, starting with employees. Here are my top five picks from last week.

Customer Service 17

Customer Service E-commerce Real Estate Social Media 17

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

Steven Van Belleghem

FEBRUARY 24, 2021

Though this channel has a broader scope than mere CX, you’ll find many talks there with top marketing gurus like Gary Vaynerchuck, Brian Solis and Seth Godin. Neil Patel is a New York Times bestselling author and one of world’s top marketers.

CX 98

CX Customer Experience Social Media Innovation 98

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

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. And yet, they happen.

Customer Service 86

Customer Service Hospitality Hospitality Customer Loyalty 86

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. Sixty-four percent of U.S.

Customer Service 92

Customer Service Contact Center Customer Retention AI 92

Beyond Philosophy

SEPTEMBER 7, 2015

Here are just a few powerful ways that any company can use social media to engage with their customers: If customer service is important to you, and it should be, then have someone (or a team) be part of your social service strategy. And, of course you have to create the content and information that you post.

Social Media 166

Social Media Engineering Customer Service CX 166

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. How To Conduct the Best Customer Service Training (+ Top Training Programs) by Alejandra Zilak. Just kidding!

Customer Service 17

Customer Service Retail Omnichannel Customer Loyalty 17

Zendesk

APRIL 2, 2021

That’s one reason why the Zendesk Customer Experience Trends Report 2021 segmented survey respondents by generation. We found that although both groups are similar in many ways, Millennials and Gen Zers have some different attitudes toward customer service experiences, brand loyalty, and support channels. Here’s how.

Customer Service 98

Customer Service Artificial Intelligence Start-ups Omnichannel 98

Shep Hyken

JULY 19, 2022

The Gig CX. Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. Shep Hyken is a customer service and experience expert,?

Contact Center 112

Contact Center CX Innovation Customer Service 112

Execs In The Know

JUNE 7, 2023

Outsourcing customer experience (CX) functions has become increasingly popular as organizations strive to streamline operations and enhance customer satisfaction. In an era where customers hold the power, their experience with a brand can make or break its success. Let’s dive in.

CX 85

CX Compliance Artificial Intelligence AI 85

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

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? 7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. Here are my top five picks from last week.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

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

Shep Hyken

NOVEMBER 22, 2021

Each week I read many customer service and customer experience articles from various resources. 6 Ways To Create Customer Experience Consistency Throughout Your Organization by John R. Franchise Update Media) Is the level of experience your customers receive dependent on which employee they encounter?

Customer Service 81

Customer Service E-commerce Retail CX 81

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

SurveySensum

MARCH 12, 2025

They want to compare customer satisfaction on two international routes: New York – Alaska (Route 1) and New York – Uganda (Route 2). Using cross-tabulation, they analyze feedback across key touchpointscheck-in, in-flight service, post-flight experience, and baggage handling.

Net Promoter Score 52

Net Promoter Score Customer Satisfaction Actionable Insights NPS 52

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. The organizations that can’t hold onto their best people are seeing it negatively impact the CX.

Customer Experience 130

Customer Experience AI Outlook CX 130

Shep Hyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. And of course, the main focus of that strategy should be on CX. 4 Ways Chatbots Help for CX Smooth Sailing This Holiday Season by Bob Grohs. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 81

Customer Service Retail B2C Start-ups 81

Shep Hyken

MAY 3, 2022

Customer Service and Issue Centricity. Empowering Customer Support Agents with Data. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform. Top Takeaways: Issue Centricity is a focus on a customer’s specific situation.

CX 103

CX Customer Service Sales Customer Experience 103

Shep Hyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” They were flexible and approached their customers in a way that was different from the past.

Customer Service 81

Customer Service Social Media CX Start-ups 81

Shep Hyken

AUGUST 30, 2021

Each week I read many customer service and customer experience articles from various resources. 10 Companies That Are Moving The Needle in Customer Experience by Comparably. My Comment: Customer experience is a driver of customer loyalty, and that’s exactly how this article starts. Maybe both!

Customer Service 15

Customer Service Retail B2B Start-ups 15

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Shep Hyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. VentureBeat) Excellent customer service is vital to the long-term success of any business. The study, which examined 3.7

Customer Service 74

Customer Service Social Media VOC Retail 74

Shep Hyken

NOVEMBER 1, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Service Is Free by Seth Godin. Seth’s Blog) Customer service is expensive. Never miss the opportunity to improve your CX! Here are my top five picks from last week.

Customer Service 74

Customer Service Retail B2C B2B 74

Zendesk

JANUARY 18, 2024

Alana Ramo, director of the Agents of Change program, explains why this work is so vital: “Zendesk helps nonprofit organizations train students with backgrounds in traditional customer service so they can enter into new careers with tech-enabled companies and access more opportunities.

CX 78

CX Omnichannel Technology Technology 78

Shep Hyken

DECEMBER 27, 2022

Shep Hyken is a customer service and experience expert,  New York Times  bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What is meant by customer centricity?

Healthcare 111

Healthcare Customer-Centric Organization VOC Voice of the Customer 111