ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Here are my top five picks from last week.

Customer Service 150

Customer Service Loyalty Programs Chatbots Loyalty 150

ShepHyken

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? Don’t miss the opportunity to create customer loyalty through an easy and hassle-free return policy. Here are my top five picks from last week.

Customer Service 125

Customer Service Customer Service Training Policies Loyalty 125

ShepHyken

MARCH 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. So, how do you calculate your customer retention rate? Most aren’t succeeding.

Customer Service 135

Customer Service Customer Service Training Customer Retention Training 135

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 82

Customer Service Retail Customer Retention Loyalty 82

ShepHyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. They may even make you rethink how you email your customers.

Customer Service 154

Customer Service Loyalty Programs Hotels Infographics 154

ShepHyken

MARCH 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Why marketing can no longer ignore customer experience by Jason VandeBoom. Digiday) Customer experience is rapidly becoming more designable, more accessible and more creative. (The

Customer Service 145

Customer Service Hospitality Airlines Infographics 145

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. My Comment: When it comes to customer service, I believe everyone must be properly trained – not just the front-line/customer-facing employees. Here are my top five picks from last week.

Customer Service 66

Customer Service Employee Engagement Customer Service Training Loyalty Programs 66

ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. Go to The Customer Focus™ to learn more about our customer service training programs.

Customer Service 159

Customer Service Customer Retention Loyalty Retail 159

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. These blogs are powerful resources to keep you up to date on the ever-changing CX industry. Adam Toporek . Adrian Swinscoe . Annette Franz . Chip Bell .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

AUGUST 31, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Prevent Customer Churn with Retention Marketing by Lauren Pope. Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around? Still, I liked this article a lot.

Customer Service 110

Customer Service Social Media Customer Service Training Infographics 110

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 156

Customer Service B2C B2B Customer Retention 156

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Prioritize activities and allocate them to employees.

Strategy 297

Strategy Customer Experience How To Customer Journeys 297

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. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 159

Customer Service Net Promoter Score Self Service Knowledge Base 159

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 150

Customer Service Social Media Culture Report 150

ShepHyken

JANUARY 29, 2020

So you see, you have many resources at your disposal to help you create an amazing customer experience. Best of all, you don’t have to wait to be in the cult you really want to belong to… The Cult of the Customer ! Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

eBook 156

eBook Video Customer Service Training Sales 156

ShepHyken

MARCH 2, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. 6 tips for building an effective customer focus strategy by Hannah Wren. Follow on Twitter: @Hyken.

Customer Service 106

Customer Service Hospitality Hotels Loyalty 106

ShepHyken

JULY 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. Here are my top five picks from last week.

Customer Service 120

Customer Service Social Media Customer Experience Professionals Customer Care 120

ShepHyken

NOVEMBER 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. The experience equation: Happy employees and customers accelerate growth by Vala Afshar. We’ve probably all journey mapped our customer experience (If not, do it soon!),

Customer Journeys 112

Customer Journeys Customer Service B2C Ecommerce 112

ShepHyken

JANUARY 4, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience Tips and Advice from the Pros During Disruption by Srijana Angdembey. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 150

Customer Service Retail Entertainment Tips 150

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. Here are my top five picks from last week. I Wish the CEO Would Try and Open This F@#!*

Customer Service 161

Customer Service Guest Experience Loyalty Programs Hospitality 161

ShepHyken

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. 3 Projects to Help You Deliver Good Customer Service Daily (+ Resources) by Laura Krajewski.

Customer Service 132

Customer Service Self Service Retail Entertainment 132

ShepHyken

JULY 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways To Improve A Customer’s User Experience by Forbes Technology Council . Why is customer service training so important? Soft skills, like customer service, seemed to get left out.

Customer Service 78

Customer Service Customer Service Training Airlines User Experience 78

ShepHyken

DECEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers.

Customer Service 151

Customer Service Self Service eBook Loyalty Programs 151

ShepHyken

FEBRUARY 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Here are my top five picks from last week.

Customer Service 145

Customer Service Rewards Programs B2B Loyalty Programs 145

ShepHyken

MARCH 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Forget Customer Experience. CMSWire) ECM and content services, while related, are not the same. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 141

Customer Service Employee Experience Customer Service Training Strategy 141

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. Follow on Twitter: @Hyken.

Self Service 132

Self Service Customer Service Customer Journeys B2B 132

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 135

Customer Service Effort Score e-support Chatbots 135

ShepHyken

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. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 82

Customer Service Retail B2B B2C 82

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 138

Customer Service Loyalty Programs Customer Journeys Customer Centricity 138

ShepHyken

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.

Customer Service 98

Customer Service Hospitality Ecommerce Tips 98

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. Retail Customer Experience) Sweetwater Sound Inc., Follow on Twitter: @Hyken.

Customer Service 114

Customer Service Entertainment ROI Retail 114

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 148

Customer Service Government Customer Service Training Customers 148

ShepHyken

APRIL 5, 2021

Each week I read a number of customer service and customer experience articles from various resources. Balancing Humanization and Digitization: 3 Key Customer Service Trends by Jordy Leiser. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 127

Customer Service Self Service Contact Center Tips 127

ShepHyken

MAY 23, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Leaders Can Learn from Baseball by Lynn Hunsaker. 3 Common Customer Complaints and How to Address Them by DP Taylor. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 66

Customer Service Sports Tips Customer Service Training 66

ShepHyken

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 101

Customer Service Infographics Tips Customer Retention 101

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. I’ve stressed in all of my customer service speeches , that a customer-focused culture starts at the top with the CEO. Here are my top five picks from last week. Connect with Shep on LinkedIn.

Customer Service 63

Customer Service Customer Centricity Loyalty Programs Culture 63

ShepHyken

JUNE 3, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk. Qualtrics) If you’re ready to improve your customer experience, check out these 10 tips. Here are my top five picks from last week.

Customer Service 121

Customer Service Social Media Survey Customer Confidence 121