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 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. Let’s learn from some of the best.

Customer Service 74

Customer Service Customer Centricity Entertainment Airlines 74

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

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 68

Customer Service Loyalty Programs Entertainment Loyalty 68

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

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

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 5, 2025

Each week, I read many customer service and customer experience articles from various resources. Crafting a Successful Customer Loyalty Campaign by Denis Hure (Reward the World) Customer loyalty is the backbone of sustainable business growth. It gets customers to come back again and again.

Customer Service 68

Customer Service Loyalty Programs Retail Automotive 68

ShepHyken

NOVEMBER 18, 2020

If you have been following my work, you may remember something I refer to as The Loyalty Question. It goes like this: What am I doing right now to make sure the customer comes back the next time they need whatever it is we sell? Most people think customer loyalty is about a lifetime. So, The Loyalty Question 2.0

Loyalty 143

Loyalty Self Service Customer Service Training Tips 143

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

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Lets kick off this week with a powerful statement: In 2025, delivering exceptional customer experiences (CX) is the difference between growth and decline. Second: CX Is More Than Just Customer Service.

Loyalty Programs 62

Loyalty Programs Customer Service Contact Center Loyalty 62

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. Here are my top five picks from last week.

Net Promoter Score 65

Net Promoter Score Loyalty Programs Customer Service Effort Score 65

ShepHyken

FEBRUARY 3, 2025

Each week, I read many customer service and customer experience articles from various resources. The 2025 Customer Service Transformation Report by Intercom (Intercom) For years, weve tracked gradual changes staffing struggles, rising customer expectations, the shift to digital-first.

Customer Service 71

Customer Service Loyalty Programs Government Metrics 71

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

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. Did they just build a location that’s closer to your customer? If that employee moves to the competition, they may take the customer. Did they extend their business hours?

Return on Investment 99

Return on Investment Financial Customer Service Training Customers 99

Vonage

OCTOBER 2, 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. Your Service” books and founder of UP! Your Service.

Culture 174

Culture Hotels Customer Service Hospitality 174

Bill Quiseng

FEBRUARY 15, 2022

Don’t offer customer service training. Training is finite, usually only one to several days. Training is one-way, “I know everything, you know nothing” instruction. Training is the how and what of service. Training is what employees do to develop the business.

Customer Service Training 78

Customer Service Training Training Customer Service Loyalty 78

ShepHyken

NOVEMBER 21, 2018

Customer loyalty… This is what companies strive for, to create loyal customers. Some companies have earned a reputation that keeps bringing their customers back, again and again. If it doesn’t, it doesn’t matter how good your customer service is. How do they do it? It’s not about a lifetime.

Loyalty 130

Loyalty Customer Service Training Customers Tips 130

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. My Comment: We start this week with a great list of ideas on how to create customer loyalty.

Customer Service 157

Customer Service Net Promoter Score Self Service Knowledge Base 157

Bill Quiseng

DECEMBER 13, 2021

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. Excellent customer service is one of the best ways to achieve this goal.

Customer Retention 172

Customer Retention Customer Service B2C Customer Service Strategies 172

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. My Comment: In my newest book, I’ll Be Back , I cover the difference between a repeat customer and a loyal customer.

Customer Service 154

Customer Service B2C B2B Customer Retention 154

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. The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World by Kim Campbell.

Customer Service 157

Customer Service Customer Retention Loyalty Retail 157

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 154

Customer Retention Loyalty Strategy Loyalty Programs 154

ShepHyken

FEBRUARY 9, 2025

Each week, I read many customer service and customer experience articles from various resources. Fresh Ideas to Spark Customer Engagement by Dan Pratt (Call Centre Helper) Customer engagement is critical to maintaining a loyal customer base, but achieving this consistently is a challenge!

Customer Service 71

Customer Service Sports Rewards Programs Comparison 71

ShepHyken

OCTOBER 12, 2022

We don’t have the budget to expand our customer support department. . Our annual customer service research shows that of all the ways customers reach out for customer support, social media channels like Twitter, Facebook, Instagram, and others are at the bottom of the list, but that doesn’t mean they should be ignored. .

Social Media 161

Social Media Customer Service Customer Care Customer Service Training 161

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Here are my top five picks from last week.

Customer Service 137

Customer Service Loyalty Programs Social Media Contact Center 137

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. (No Loyalty is more than points. by Pam Hughes.

Customer Service 148

Customer Service Loyalty Programs Chatbots Loyalty 148

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 151

Customer Service Loyalty Programs Hotels Infographics 151

ShepHyken

NOVEMBER 25, 2024

Each week, I read many customer service and customer experience articles from various resources. With its unforgettable characters, intricate plots, and immersive storytelling, Star Wars encapsulates timeless wisdom that companies can apply to cultivate customer loyalty and satisfaction. You may think I am crazy.

Customer Service 68

Customer Service Contact Center Trends Analysis 68

Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? After all, according to our Customer Service Trends for 2022 report: Nearly all (95%) of customers say customer service impacts their purchasing decisions.

Customer Service Training 78

Customer Service Training Contact Center Training Customer Service 78

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. Customer service expert Chip Bell sets the stage with a story. Package” by Chip Bell.

Customer Service 159

Customer Service Guest Experience Loyalty Programs Hospitality 159

CloudCherry

AUGUST 22, 2019

As he says, “The company that can add convenience to already good customer service has an opportunity to disrupt their competition- maybe even an industry.” Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. Now, THAT’s the sweet stuff. Listen Now!

Travel 240

Travel Customer Service Training Culture Loyalty 240

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

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. QUI CUSTOMER SERVICE LEADERSHIP STRATEGY.

Social Media 167

Social Media Customer Service Self Service Customers 167

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. This is my Loyalty Question , a concept I’ve shared many times over the years. However, you have an important role in the result.

Metrics 155

Metrics Customer Service Measurement NPS 155

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? It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. by Janelle Estes.

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124