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. Here are my top five picks from last week.

Customer Service 71

Customer Service Loyalty Programs Entertainment Loyalty 71

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. Here are my top five picks from last week.

Customer Service 75

Customer Service Loyalty Customer Satisfaction Customer Service Training 75

ShepHyken

DECEMBER 29, 2024

Each week, I read many customer service and customer experience articles from various resources. 17 Key Customer Service Skills + Ways to Develop Them by Nidhi Lohia (Hiver) In this article, we take a look at 17 essential skills that are relevant for those working in customer service.

Customer Service 75

Customer Service Self Service Connections Social Media 75

ShepHyken

JANUARY 12, 2025

Each week, I read many customer service and customer experience articles from various resources. Beyond the First Purchase: How AI Is Transforming Customer Retention Strategies by Erik Huberman (Grit Daily News) Diving deeper into the transformational role of AI in customer retention, were not just witnessing a shift.

Customer Service 75

Customer Service Customer Retention Call Center Sales 75

ShepHyken

NOVEMBER 25, 2024

Each week, I read many customer service and customer experience articles from various resources. This article covers profiling your customers, and the idea is that once you understand the customer, what to do with that information. My Comment: Customer support is going to get better!

Customer Service 71

Customer Service Contact Center Trends Analysis 71

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. Second: CX Is More Than Just Customer Service. This takes the traditional customer service or support department (and agent) to another level. Its much more powerful and important than just service.

Loyalty Programs 62

Loyalty Programs Customer Service Contact Center Loyalty 62

ShepHyken

MARCH 19, 2025

He left us on August 15, 2024, at the young age of 44. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Sports 82

Sports Customer Service Training Customers Connections 82

ShepHyken

NOVEMBER 6, 2024

60% of customers said they would likely or very likely switch companies because of a poor (slow) response time. 43% of customers would spend more money if they knew they would never have to wait on hold for customer support. Once time is gone, you can’t get it back. Click here to download it at no charge.

Customer Experience 82

Customer Experience Customer Service Training Meeting Customers 82

ShepHyken

JANUARY 3, 2024

What’s 2024 going to be like? I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. Here are my top predictions for 2024. So, here are my top predictions for 2024. Our customers are smarter than they were last year (again).

Trends 102

Trends Customer Service Customer Service Training Customer Retention 102

ShepHyken

JANUARY 26, 2025

Each week, I read many customer service and customer experience articles from various resources. My Comment: Of course there are more than three things that will set your customer service apart from others, but these three are a good start for just about any company. Here are my top five picks from last week.

Net Promoter Score 66

Net Promoter Score Loyalty Programs Customer Service Effort Score 66

ShepHyken

OCTOBER 1, 2024

If you’re reading this article the day it comes out, then next week – the first full week of October – is Customer Service Week. I refer to this vision as a mantra , which is a sentence or less describing what you want your customers to experience. Over the years, I’ve shared many more ideas about Customer Service Week.

Customer Service 95

Customer Service Exercises Video Customers 95

ShepHyken

SEPTEMBER 8, 2024

Each week, I read many customer service and customer experience articles from various resources. Quality customer service will not only impress new customers but will also be a key motivator in their decision to stick around for the long term. Here are my top five picks from last week.

Customer Service 88

Customer Service Self Service Loyalty Programs Customer Service Training 88

ShepHyken

JUNE 17, 2024

Each week, I read many customer service and customer experience articles from various resources. Here’s the first line of the article: “Let’s talk about awkward customers… You know, the ones that make you seriously think that some people aren’t worth doing business with!” Here are my top five picks from last week.

Customer Service 88

Customer Service Retail Competitive Advantage Loyalty 88

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 78

Customer Service Social Media Tips B2C 78

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 85

Customer Service Airlines Policies Advertising 85

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. .” So, let’s learn!

Customer Service 90

Customer Service ROI Return on Investment Customer Journeys 90

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 82

Net Promoter Score Ecommerce Customer Service B2B 82

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 85

Customer Service Employee Experience Customer Service Training Loyalty 85

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. What Has Amazon Done to Change Customers’ Delivery Expectations?

Customer Service 88

Customer Service Self Service Contact Center Tips 88

CSM Magazine

FEBRUARY 13, 2025

I have been skiing in Vail Colorado, one of the best skiing areas in the world, for over 50 years.George Gillett originally built VailResorts.When I first met George in 1978 I asked him what he does and he said, I am in customer service. George also has an endorsement in my book, Achieving Excellence Through Customer Service.

Customer Experience 59

Customer Experience Culture Training Call Center 59

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. Here are my top five picks from last week.

Customer Service 85

Customer Service Retail Customer Retention Loyalty 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. A fulfilled employee is more engaged at work and with your customers.

Customer Service 88

Customer Service Government Employee Experience Video 88

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? My Comment: CNBC’s Jim Cramer says AI’s real value is in customer service. Here are my top five picks from last week. If he said it, it must be true!

Customer Service 85

Customer Service Banking Retail Customer Service Training 85

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. This is a taste of what they do to create a better customer, guest, and fan experience. Here are my top five picks from last week.

Customer Service 73

Customer Service Loyalty Programs Contact Center Financial 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.

Customer Service 66

Customer Service Social Media Tips B2C 66

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. At least, it appears that way. By today’s standards, satisfactory is mediocre.

Customer Service Training 149

Customer Service Training Customers Customer Service Study 149

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? Service without a Smile: Bad Customer Service Examples by David Rand (The Future of Commerce) Research reveals the poor state of customer service.

Customer Service 73

Customer Service Customer Journeys Trends Study 73

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.

Net Promoter Score 78

Net Promoter Score Loyalty Programs Customer Service Ecommerce 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.

Hotels 85

Hotels Loyalty Programs Customer Service Hospitality 85

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 75

Loyalty Programs Customer Service Self Service e-support 75

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 88

Self Service Loyalty Programs Customer Service Airlines 88

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 88

Self Service Customer Service Loyalty Programs Travel 88

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 Here are my top five picks from last week.

Customer Service 67

Customer Service B2B Loyalty B2C 67

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 67

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 67

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. CX can be a differentiator.

Customer Service 85

Customer Service Customer Journeys Customer Service Training Measurement 85

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.

Customer Service 65

Customer Service Self Service Trends Hotels 65

ShepHyken

MAY 19, 2024

Each week, I read many customer service and customer experience articles from various resources. This article will give you some insights into the power of your customers speaking out on behalf of you and your products (and customer service). Here are three ways to “take out customer trash.”

Customer Service 88

Customer Service Government Trends Contact Center 88