ShepHyken

FEBRUARY 12, 2025

AI is reshaping customer service and customer experience faster than we could ever imagine. Don’t fall into the trap of thinking AI can replace your customer service team. If customers are frustrated with certain AI responses, fix them quickly. Connect with Shep on LinkedIn.

Customer Service 82

Customer Service Strategy Chatbots Customer Service Training 82

ShepHyken

OCTOBER 27, 2024

Each week, I read many customer service and customer experience articles from various resources. What Customer Service Trends Should You Jump On Now? Businesses that can adapt to these changes are not just improving customer experience—they’re future-proofing their brand. Connect with Shep on LinkedIn.

Customer Service 77

Customer Service Social Media B2B Chatbots 77

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 106

Customer Service Training Training Customer Service Contact Center 106

ShepHyken

FEBRUARY 23, 2025

Each week, I read many customer service and customer experience articles from various resources. B2B Customer Service: 5 Proven Strategies to Drive Success by Foundever (Foundever) What sets leading B2B (business-to-business) brands apart? Successful B2B companies view their customers as partners.

Customer Service 77

Customer Service Social Media B2C B2B 77

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

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 71

Customer Service Self Service Connections Social Media 71

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 99

Customer Service Training Training Customer Service Marketing 99

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 68

Customer Service Survey Tips Retail 68

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 71

Customer Service Customer Retention Call Center Sales 71

ShepHyken

FEBRUARY 16, 2025

Each week, I read many customer service and customer experience articles from various resources. My Comment: One of my favorite customer experience topics is loyalty programs. The best loyalty programs create connection and can even evoke emotion. The same thing is happening with customer engagement.

Loyalty Programs 77

Loyalty Programs Customer Service Customer Journeys Loyalty 77

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 74

Customer Service Self Service Social Media Contact Center 74

ShepHyken

JANUARY 14, 2025

One of our Shepard Letter subscribers recently asked, How come you didnt do an article on customer service or experience New Years resolutions? So, here are seven customer service and CX resolutions that are easy to keep: Respond quickly to customers Quick response to customers increases their confidence in you.

Customer Service 68

Customer Service Policies Customer Service Training Feedback 68

ShepHyken

DECEMBER 9, 2024

Each week, I read many customer service and customer experience articles from various resources. Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a businesss most crucial operations in 2024, customer service would probably be among the most important ones.

Customer Service 71

Customer Service Ecommerce Self Service Omni-Channel 71

Stella Connect

JANUARY 26, 2022

It’s on you to ensure that every agent is prepared to delight customers day in and day out — and in this blog post, we’ll lay out customer service training tips you need to know. But if agents routinely fail to deliver satisfactory service interactions, customers will never return. What should you do?

Customer Service Training 96

Customer Service Training Training Tips Customer Service 96

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. Connect with Shep on LinkedIn.

Customer Service 71

Customer Service Loyalty Customer Satisfaction Customer Service Training 71

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? Customers’ expectations continue to rise. Connect with Shep on LinkedIn.

Customer Service 74

Customer Service Customer Centricity Entertainment Airlines 74

ShepHyken

JANUARY 5, 2025

Each week, I read many customer service and customer experience articles from various resources. The goal is to create an emotional connection. It gets customers to come back again and again. Thats three-quarters of your customers! Connect with Shep on LinkedIn.

Customer Service 68

Customer Service Loyalty Programs Retail Automotive 68

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. Connect with Shep on LinkedIn.

Customer Service 68

Customer Service Loyalty Programs Entertainment Loyalty 68

ShepHyken

DECEMBER 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a business’s most crucial operations in 2024, customer service would probably be among the most important ones.

Customer Journeys 74

Customer Journeys Customer Service Trends Social Media 74

ShepHyken

FEBRUARY 25, 2025

We have all been victims of a customer service or experience farce. When it comes to customer service, May the Force be with you! Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Policies 130

Policies Customer Service Training Feedback Customer Service 130

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. This is an interesting new way to look at customer interactions, both in person and digitally. Customer behavior is driven by the experience, which could include an emotional connection to the company or brand.

Loyalty Programs 62

Loyalty Programs Customer Service Contact Center Loyalty 62

Vonage

JULY 13, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Key learning point to customer service culture.

Culture 174

Culture Customer Service Hotels Hospitality 174

Comm100

OCTOBER 23, 2017

Out of the office, your hardworking customer service agents may be caught up in the Halloween scramble. But in the office, they are working tirelessly to bring satisfaction and happiness to your valued customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Customer Service 36

Customer Service Customer Service Training Training Groups 36

ShepHyken

FEBRUARY 3, 2025

Each week, I read many customer service and customer experience articles from various resources. My Comment: Ive said this many times before: What happens on the inside of an organization is felt on the outside by the customer. The result can be a demotivated team and lower customer satisfaction scores.

Customer Service 71

Customer Service Loyalty Programs Government Metrics 71

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. I am not a millionaire. Look around you.

Social Media 167

Social Media Customer Service Self Service Customers 167

ShepHyken

JANUARY 28, 2025

We Want Satisfied Customers: Our annual customer service research found that one in four (23%) dont return to a business that just satisfies them. Only the Front Line Needs Customer Service Training: Everybody in an organization is responsible for their role in customer service.

Loyalty Programs 90

Loyalty Programs Customer Service Training Training Culture 90

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. Connect with Shep on LinkedIn.

Net Promoter Score 65

Net Promoter Score Loyalty Programs Customer Service Effort Score 65

ShepHyken

OCTOBER 29, 2024

So, here’s a question for you: Are you confident your customer service and CX won’t scare your customers away? Proactive Customer Service – When you reach out to a customer before they call you about a problem – and sometimes before they even know there’s a problem – you’re proving you have their back.

Loyalty Programs 82

Loyalty Programs Customer Service Training Video Customer Service 82

ShepHyken

NOVEMBER 12, 2024

It’s unrealistic to think you could retain 100% of your customers forever. That leaves 49% of customers who could potentially be swayed by price. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Return on Investment 99

Return on Investment Financial Customer Service Training Customers 99

ShepHyken

DECEMBER 10, 2024

Some customers will lash out at you, yelling and even cursing. Our customer service research (sponsored by RingCentral ) found that 34% of customers admit to yelling at customer service reps, and 21% of customers admit to cursing. How you deal with the angry customer at this point is crucial.

Customer Service Training 85

Customer Service Training Training Customers Customer Service 85

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 68

Customer Service Contact Center Trends Analysis 68

ShepHyken

DECEMBER 24, 2024

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. Connect with Shep on LinkedIn.

Customer Experience 87

Customer Experience Sports Customer Service Training Video 87

ShepHyken

NOVEMBER 26, 2024

Then, change it sooner rather than later. Here are a few of my favorite slogans: Zappos: “Delivering Happiness” – Zappos is an online shoe company known for its award-winning, legendary customer service. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Brands 80

Brands Loyalty How To Policies 80

ShepHyken

SEPTEMBER 19, 2023

So, what does this have to do with business, specifically customer service and CX? In the customer service world, we should create a “game plan” to deliver an experience that is perfect, never requiring a customer to reach out to us because of problems. Connect with Shep on LinkedIn.

Customer Service 141

Customer Service Effort Score Sports Conference 141

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Customers are enjoying self-service options, so give them what they want. That’s where empathy comes in.

Customer Service 157

Customer Service Net Promoter Score Self Service Knowledge Base 157

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. Do more in 24! Be more engaged – Your customers want to feel that you’re focusing on them.

Customer Service 160

Customer Service Tips Guidelines Policies 160

ShepHyken

DECEMBER 31, 2024

How long does it take from the beginning of the time a customer decides to reach out for help until they are totally happy that they did? Deferring to my annual customer service and CX research, year after year the public chooses Amazon! Create your customer service and experience mantra. Its not a belief.

Customer Experience 90

Customer Experience Metrics NPS Customer Service Training 90