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. They found that up to 40% of satisfied customers don’t come back – even though they are satisfied! The experience was average – not bad, but not great either.

Customer Service Training 153

Customer Service Training Customers Customer Service Study 153

ShepHyken

AUGUST 4, 2024

Each week, I read many customer service and customer experience articles from various resources. How to Build a Customer Experience Strategy to Boost Your Marketing Campaign by BBP Media (BBP Media) Connecting with your customers can be done in many ways, with businesses investing a lot of time and money into it.

Customer Service 89

Customer Service Airlines Policies Advertising 89

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.

Customer Service 83

Customer Service Social Media Tips B2C 83

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. For years, I’ve said that customers are smarter than ever than ever.

Customer Service 92

Customer Service Government Employee Experience Video 92

ShepHyken

OCTOBER 20, 2024

Each week, I read many customer service and customer experience articles from various resources. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle? Here are my top five picks from last week. Let’s learn from some of the best.

Customer Service 83

Customer Service Customer Centricity Entertainment Airlines 83

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.)

Net Promoter Score 86

Net Promoter Score Ecommerce Customer Service B2B 86

ShepHyken

JULY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. Everything I Need To Know About Customer Experience I Learned From A Jack Nicholson Movie by Chip Bell (Forbes) Excellent customer experience is an assertion, not a response.

Customer Service 95

Customer Service ROI Return on Investment Customer Journeys 95

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. Whatever drives repeat business – and ideally, customer loyalty – is a good program. It’s common for businesses to have clear standards on how employees should interact with customers.

Customer Service 76

Customer Service Loyalty Programs Contact Center Loyalty 76

ShepHyken

SEPTEMBER 30, 2024

Each week, I read many customer service and customer experience articles from various resources. CX Day: Better Outcomes for Everyone by Lynn Hunsaker (CustomerThink) CX Day is a highlight of the year, celebrating customers, CX professionals, and CX outcomes. My Comment: Tomorrow (October 1, 2024) is CX Day.

Customer Service 89

Customer Service Employee Experience Customer Service Training Loyalty 89

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.

Customer Service 92

Customer Service Self Service Tips Contact Center 92

ShepHyken

JUNE 30, 2024

Each week, I read many customer service and customer experience articles from various resources. CX Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge. I love that!)

Customer Service 89

Customer Service Retail Customer Retention Loyalty 89

ShepHyken

NOVEMBER 11, 2024

Each week, I read many customer service and customer experience articles from various resources. 15 Strategies for Effective Customer Service Resolutions by Pratik Salia (Knowmax) Handling customer conflicts well isn’t just about resolving issues—it’s your chance to turn frustrated customers into long-term customers.

Customer Service 74

Customer Service Survey Tips Retail 74

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? Shrewd customer design choices, of course. I’ll sum it up this way: Don’t plan your customers’ journey without knowing the customers’ journey.

Customer Service 76

Customer Service Customer Journeys Trends Study 76

ShepHyken

SEPTEMBER 22, 2024

Each week, I read many customer service and customer experience articles from various resources. Your Customers Are Changing Fast, Are You? He makes the point that customers’ habits and needs change, which begs the question, “Are you changing with your customers?” If he said it, it must be true!

Customer Service 89

Customer Service Banking Retail Customer Service Training 89

ShepHyken

OCTOBER 27, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We kick off this week’s Top Five roundup with another article featuring Forrester Research’s take on customer obsession, and this time the focus is on B2B. Here are my top five picks from last week.

Customer Service 86

Customer Service Social Media B2B Chatbots 86

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. According to an article in Craving Tech, organizations that have integrated this new technology into their operations saw a 25% boost in customer satisfaction in 2023. Here are my top five picks from last week.

Hotels 89

Hotels Loyalty Programs Customer Service Hospitality 89

ShepHyken

DECEMBER 22, 2024

Each week, I read many customer service and customer experience articles from various resources. How to Improve Customer Support on a Budget by Tycoonstory (Tycoonstory) Whether youre a startup starting to gain traction, or an established business, you need to run a lean operation.

Customer Service 62

Customer Service Self Service Social Media Contact Center 62

ShepHyken

NOVEMBER 3, 2024

Each week, I read many customer service and customer experience articles from various resources. Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences.

Customer Service 74

Customer Service Loyalty Programs Entertainment Loyalty 74

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 Bad Customer Service Puts $3.7

Customer Service 71

Customer Service B2B Loyalty B2C 71

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

Customer Service 71

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 71

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. Yes, I said that.

Customer Service 69

Customer Service Self Service Trends Hotels 69

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.

Customer Service 68

Customer Service Social Media Tips B2C 68

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Customers want the attention on them—and they’re willing to walk if they don’t get it. My Comment: This week’s TOP FIVE roundup has a theme: Customer Loyalty. My Comment: As costs go up, we must charge customers.

Net Promoter Score 83

Net Promoter Score Loyalty Programs Customer Service Ecommerce 83

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Rethinking Customer Loyalty in the Age of the ‘Zero Consumer’ by Dennis Limmer (Forbes) The retail industry is undergoing a seismic shift due to the emergence of “zero consumers.” My Comment: Happy New Year!

Customer Service 66

Customer Service Social Media Loyalty B2C 66

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.

Loyalty Programs 78

Loyalty Programs Customer Service Self Service e-support 78

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.

Customer Service 71

Customer Service Net Promoter Score Loyalty Programs Gamification 71

ShepHyken

FEBRUARY 27, 2024

Why does a company send out a customer satisfaction survey? Generally, it is to find out if they did a good job or what they can do to make the experience better. I won’t argue that some brands have customers who are more willing to take longer surveys; however, Brittany and I were talking in general terms.

Survey 101

Survey Customer Satisfaction Customer Service Training Customers 101

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?

Customer Service 95

Customer Service Government B2B B2C 95

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this.

Self Service 76

Self Service Customer Service Social Media Ecommerce 76

ShepHyken

AUGUST 11, 2024

Each week, I read many customer service and customer experience articles from various resources. Rethinking Customer Interactions to Boost Customer Experience by Harvard Business Review (Harvard Business Review) Simply put, customer experience (CX) has the power to make or break business success.

Self Service 92

Self Service Customer Service Loyalty Programs Travel 92

ShepHyken

NOVEMBER 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Chewy CEO Sumit Singh explains that a “moat” of human-led customer service was built around the Chewy brand so that it can compete in the evolving marketplace. Good experience builds loyalty.”

Customer Service 78

Customer Service Loyalty Customer Satisfaction Customer Service Training 78

ShepHyken

JULY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. This is What is Missing From Your Customer Experience Playbook by Anne Marshall (Entrepreneur) One-size-fits-all customer experience playbooks don’t exist — and for good reason.

Customer Service 89

Customer Service Customer Journeys Customer Service Training Measurement 89

ShepHyken

MAY 19, 2024

Each week, I read many customer service and customer experience articles from various resources. Good reviews can increase sales, while negative reviews may dissuade a customer. My Comment: Ratings and reviews are very important in the customer experience world.

Customer Service 92

Customer Service Government Trends Contact Center 92

ShepHyken

JULY 29, 2024

Each week, I read many customer service and customer experience articles from various resources. Your Customer Experience Game Plan: Olympics Edition by Brittany Hodak (Brittany Hodak) In business, fostering a sense of belonging and enthusiasm among employees can lead to remarkable outcomes.

Customer Service 89

Customer Service Chatbots Self Service Sports 89

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!)

Customer Service 69

Customer Service B2C B2B Travel 69

ShepHyken

MARCH 26, 2024

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. They made your experience enjoyable and easy. It is incredibly complicated, but the Amazon experience is so easy!

Entertainment 99

Entertainment Sports Customer Service Training Training 99

ShepHyken

SEPTEMBER 15, 2024

Each week, I read many customer service and customer experience articles from various resources. Beat Your Best Quality Scores – 15 Quick Wins by Megan Jones (Call Centre Helper) Improving quality scores in customer service is an ongoing process that requires dedication, effective communication, and continuous training.

Self Service 92

Self Service Loyalty Programs Customer Service Airlines 92