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So, I have a gift for you: the five easiest customerservice tactics that anyone and everyone can do and they wont cost a thing! I was recently asked in an interview, What are the easiest and least expensive customerservice or experience tactics a company can implement? Not just customers.
He shared an amazing answer: The enemy of customerservice is pride. If youve been following my work, you know one of my favorite concepts is The Customer Is NOT Always Right ! If youve been following my work, you know one of my favorite concepts is The Customer Is NOT Always Right ! Connect with Shep on LinkedIn.
Great customerservice. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customerservice acronyms to use every day. CustomerService Acronyms You Need to Know. So, what can companies do to improve customerservice?
With all the talk of AI, ChatGPT and more, Im often asked when interviewed, Whats changed in customerservice? For thousands of years actually about 3,775 years when customers have had a problem or question, they have contacted the company they are doing business with and hoped that it would be resolved to their satisfaction.
In the customerservice world, we’re contacted by customers who have questions and problems. is an opportunity for a positive customerservice conversation right from the start. Here are three ideas: Yes and No – If you’ve been in sales, you may have been taught that the goal is to get the customer to say yes.
Good customerservice becomes noticeable for two reasons: A company or brand can be known for amazing customerservice and experience. Customers may notice the employees’ attitude, how easy they are to do business with and more. However, over time, customers will notice that there are never problems.
Is it possible to be TOO nice as a CustomerService Rep? Customers are SO impressed when they find someone who is genuinely nice to them, engages with them, works to solve their problem, or answer their question, that in their mind, it is nearly impossible to be TOO nice. customerservicetraining Uncategorized'
AI is reshaping customerservice and customer experience faster than we could ever imagine. Don’t fall into the trap of thinking AI can replace your customerservice team. If customers are frustrated with certain AI responses, fix them quickly. Connect with Shep on LinkedIn.
Each week, I read many customerservice and customer experience articles from various resources. What CustomerService 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.
It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customerservice 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.
Each week, I read many customerservice and customer experience articles from various resources. B2B CustomerService: 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.
Customerservice 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 CustomerService Agents for Individual Growth.
Each week, I read many customerservice and customer experience articles from various resources. 17 Key CustomerService 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 customerservice.
Many companies still believe that customerservice is what happens when something goes wrong. However, that is only one part of customerservice. The bigger picture is that customerservice happens throughout a customer’s entire experience while doing business with you.
Each week, I read many customerservice and customer experience articles from various resources. 15 Strategies for Effective CustomerService 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.
Each week, I read many customerservice 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.
Each week, I read many customerservice 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.
Each week, I read many customerservice 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.
One of our Shepard Letter subscribers recently asked, How come you didnt do an article on customerservice or experience New Years resolutions? So, here are seven customerservice and CX resolutions that are easy to keep: Respond quickly to customers Quick response to customers increases their confidence in you.
Each week, I read many customerservice 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, customerservice would probably be among the most important ones.
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 customerservicetraining tips you need to know. But if agents routinely fail to deliver satisfactory service interactions, customers will never return. What should you do?
Each week, I read many customerservice and customer experience articles from various resources. Chewy CEO Sumit Singh explains that a “moat” of human-led customerservice was built around the Chewy brand so that it can compete in the evolving marketplace. Connect with Shep on LinkedIn.
Each week, I read many customerservice 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.
Each week, I read many customerservice 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.
Each week, I read many customerservice 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.
Each week, I read many customerservice 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, customerservice would probably be among the most important ones.
We have all been victims of a customerservice or experience farce. When it comes to customerservice, May the Force be with you! Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.
Each week, I read many customerservice 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.
When a business clearly defines its customerservice 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 customerservice culture comes out of Singapore. Key learning point to customerservice culture.
Out of the office, your hardworking customerservice 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 CustomerServiceTraining Activities for Live Chat and Telephone Teams.
Each week, I read many customerservice 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.
Social media is bad for customerservice. 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 customerservice channel. I am not a millionaire. Look around you.
We Want Satisfied Customers: Our annual customerservice research found that one in four (23%) dont return to a business that just satisfies them. Only the Front Line Needs CustomerServiceTraining: Everybody in an organization is responsible for their role in customerservice.
Each week, I read many customerservice and customer experience articles from various resources. My Comment: Of course there are more than three things that will set your customerservice apart from others, but these three are a good start for just about any company. Connect with Shep on LinkedIn.
So, here’s a question for you: Are you confident your customerservice and CX won’t scare your customers away? Proactive CustomerService – 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.
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 customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.
Some customers will lash out at you, yelling and even cursing. Our customerservice research (sponsored by RingCentral ) found that 34% of customers admit to yelling at customerservice reps, and 21% of customers admit to cursing. How you deal with the angry customer at this point is crucial.
Each week, I read many customerservice 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!
Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customerservice and customer experience keynote speeches and his customerservicetraining workshops at www.Hyken.com. Connect with Shep on LinkedIn.
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 customerservice. Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author.
So, what does this have to do with business, specifically customerservice and CX? In the customerservice 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.
Each week I read a number of customerservice 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.
I want this year to be your best year ever for creating amazing customerservice 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.
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 customerservice and CX research, year after year the public chooses Amazon! Create your customerservice and experience mantra. Its not a belief.
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