ShepHyken

JULY 31, 2017

Each week I read a number of customer service and experience articles from various online resources. My Comment: My friends at Customer Gauge have come out with another NPS (Net Promoter Score) post featuring benchmarks from the Tech industry. Great insights from Customer Gauge. Here are my top five picks from last week.

Customer Service 0

Customer Service Benchmark SaaS Technology 0

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Want Loyal Customers?

Customer Service 192

Customer Service Marketing Personalization Customer Experience 192

ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. by Nicolas Maechler.

Airlines 239

Airlines Customer Service Chatbots Customer Care 239

ShepHyken

SEPTEMBER 11, 2017

Each week I read a number of customer service and experience articles from various online resources. A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of? Five Ways to Humanize Customer Service by Jeff Toister.

Customer Service 204

Customer Service Self service Customer Care Technology 204

ShepHyken

NOVEMBER 6, 2017

Each week I read a number of customer service articles from various online resources. Your Customer Service Team Should Be in Every Strategy Meeting by Jaspar Weir. Entrepreneur) Get the people who know what your customers want and need — your customer service team — more involved in company decisions.

Customer Service 211

Customer Service Customer centricity Education Marketing 211

ShepHyken

SEPTEMBER 18, 2017

Each week I read a number of customer service articles from various online resources. 3 Techniques to Help you Really Understand your Customers by Shay Namdarian. My Comment: I have always believed that the best customer service people have a “hospitality mentality.” Here are my top five picks from last week.

Customer Service 204

Customer Service Customer centricity Customer Experience Management 204

ShepHyken

JANUARY 2, 2017

Each week I read a number of customer service articles from various online resources. Kick-Ass Customer Service by Matthew Dixon, Lara Ponomareff, Scott Turner, and Rick DeLisi. My Comment: This article had me a the title: “Kick Ass Customer Service.” Here are my top five picks from last week.

Customer Service 192

Customer Service Self service Feedback Customer Care 192

ShepHyken

NOVEMBER 27, 2017

Each week I read a number of customer service articles from various online resources. A 4-Step Formula to Create Freakishly Loyal Customers by Josh Linkner. Josh Linkner) In our transactional world of fickle customers, how do we snag the prize? CIOs need to focus on customer experience now by Zavalaeus Kerr.

Customer Service 192

Customer Service Surveys Customer Experience 192

ShepHyken

OCTOBER 2, 2017

Each week I read a number of customer service articles from various online resources. How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. FitSmallBusiness) Customer centric businesses invest the whole team focus on supporting their prospective and existing customers. by Anand Subramaniam.

Journey mapping 207

Journey mapping Customer Service Customer centricity Chatbots 207

ShepHyken

MARCH 6, 2017

Each week I read a number of customer service articles from various online resources. How Artificial Intelligence is Transforming Enterprise Customer Service by Adelyn Zhou. Forward-looking enterprises are especially keen to leverage AI for customer service, a cost center that traditionally scales linearly with revenue.

Customer Service 209

Customer Service Feedback Best practices Enterprise 209

ShepHyken

OCTOBER 16, 2017

Each week I read a number of customer service articles from various online resources. My Comment: This article starts with the following sentence: “Your frontline employees, like your sales associates, technicians and customer service reps, often know what’s wrong in your company before you do.” Engage your front liners.

Customer Service 193

Customer Service Marketing Customer Experience Sales 193

ShepHyken

AUGUST 28, 2017

Each week I read a number of customer service and experience articles from various online resources. The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. Cost-effective service excellence by Jochen Wirtz & Valarie Zeithaml. Here are my top five picks from last week.

Customer Service 199

Customer Service Contact Center Benchmark Big data 199

ShepHyken

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Customer service expert Chip Bell has come up with a concept he calls “impulse service.”

Customer Service 185

Customer Service Personalization Metrics Customer Experience 185

ShepHyken

JANUARY 30, 2017

Each week I read a number of customer service articles from various online resources. Keep these in mind the next time a customer service crisis occurs. Customer Service of the Future: 3 Most Important Customer Experience Trends by Justyna Polaczyk. Here are my top five picks from last week.

Customer Service 202

Customer Service Airlines Customer Experience Personalization 202

ShepHyken

MAY 8, 2017

Each week I read a number of customer service and experience articles from various online resources. 10 Content Marketing and Customer Experience All-Stars by James A. The Exhaustive Guide to Dealing with Angry Customers by Harsh Vardhan. My Comment: This is an excellent guide to dealing with angry customers.

Customer Service 204

Customer Service Airlines B2B Marketing 204

ShepHyken

AUGUST 14, 2017

Each week I read a number of customer service and experience articles from various online resources. Seth Godin) We know that your customers will put up with imperfect, but one thing that they’d like in return is for you to care. Will AI Replace Humans In The Customer Service Industry? by Tiago Paiva.

Customer Service 199

Customer Service Airlines Customer Experience Technology 199

ShepHyken

FEBRUARY 20, 2017

Each week I read a number of customer service articles from various online resources. 7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. Performance Marketer) There are so many customer loyalty building tactics out there. Here are my top five picks from last week.

Customer Service 212

Customer Service Finance Contact Center Personalization 212

ShepHyken

FEBRUARY 6, 2017

Each week I read a number of customer service articles from various online resources. 11 Reasons Why Customer Advocacy is the Bedrock of Your Business by Robbie Richards. This excellent article on internal customer service shares seven ways to build trust with your employees. Follow on Twitter: @Hyken.

Customer advocacy 211

Customer advocacy Brand ambassadors Customer Service Best practices 211

ShepHyken

MARCH 27, 2017

Each week I read a number of customer service articles from various online resources. Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. While they focus on the contact center world, many of them are appropriate for any company (and department) that is customer-focused.

Customer Service 209

Customer Service Benchmark Call Center Advertising 209

ShepHyken

APRIL 17, 2017

Each week I read a number of customer service articles from various online resources. Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base.

Airlines 198

Airlines Customer Service Customer retention Customer Care 198

ShepHyken

MARCH 20, 2017

Each week I read a number of customer service articles from various online resources. No More Nonpologies: Apologize to Customers Like You Mean It by Leslie O’Flahavan. If the customer is willing to share their phone number with you, treat it with respect it deserves. Here are my top five picks from last week.

Customer Service 189

Customer Service Scripts Customer Care Sales 189

ShepHyken

MAY 15, 2017

Each week I read a number of customer service and experience articles from various online resources. There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. . Josh Linkner) In these highly competitive times, it’s become increasingly difficult to hold onto customers.

Customer Service 174

Customer Service Airlines Customer retention Personalization 174

ShepHyken

JUNE 5, 2017

Each week I read a number of customer service and experience articles from various online resources. The Hill) In the wake of recent incidents and subsequent PR nightmares — not to mention congressional tongue-lashings — airlines are attempting to make up for their customer service shortcomings. Follow on Twitter: @Hyken.

Airlines 185

Airlines Customer Service B2B B2C 185

ShepHyken

FEBRUARY 27, 2017

Each week I read a number of customer service articles from various online resources. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service. Here are my top five picks from last week.

Customer Service 189

Customer Service Personalization Chatbots Self service 189

ShepHyken

SEPTEMBER 4, 2017

Each week I read a number of customer service and experience articles from various online resources. The top five things you hate most about customer service by Sarah Ingrams . Whether you’re buying new gadgets, planning a holiday or managing your finances, everyone has to deal with customer service from time to time.

Customer Service 158

Customer Service Benchmark Customer Care Finance 158

CustomerGauge

JANUARY 6, 2017

Following the success of our 20 Customer Experience Influencers to Follow in 2017 article, we decided to prepare you for your Net Promoter Score & Customer Service success. Keeping track of NPS and Customer Service best practices is going to help you accelerate your business growth.

Customer Service 133

Customer Service Best practices Customer Experience 133

ShepHyken

JANUARY 23, 2017

Each week I read a number of customer service articles from various online resources. Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Driving Revenue With Great Customer Experience by Maxie Schmidt- Subramanian.

Customer Service 149

Customer Service Self service Customer retention B2B 149

ShepHyken

OCTOBER 17, 2016

Each week I read a number of customer service articles from various online resources. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. Drift) When it comes to being customer-driven, there’s a difference between treating people right and doing everything that people ask.

Customer Service 327

Customer Service Journey mapping Customer Experience Feedback 327

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen. Follow on Twitter: @Hyken.

Customer Service 318

Customer Service Customer Care Contact Center Customer Support 318

Myra Golden Media

JANUARY 2, 2018

Note: This is a rare post that is not about customer service. As a Happy New Year gift to you, I’m sharing four of my favorite books from 2017. I’d love to hear some of your favorite books from 2017, or to just hear about what you’re reading right now. My ego won’t be bruised. .

Customer Service 120

Customer Service Customer Experience 120

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. To ensure that the customer experience (CX) isn’t negatively impacted by this surge, you’ll need to ramp up your business’s customer service capabilities. Here are my top five picks from last week.

Customer Service 209

Customer Service Chatbots B2C B2B 209

Mindtouch

JANUARY 20, 2017

Mid-market users recognized the tool as a stand-out product to be used by customer service teams. MindTouch received the highest average score for ease of use, quality of support, and meets requirements in customer success (mid-market). Customer service at MindTouch is unparalleled. Robert Plummer. David Gibson.

Customer Service 91

Customer Service Consulting Consulting Marketing 91

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 209

Customer Service Airlines Feedback B2B 209

ShepHyken

MARCH 9, 2018

This week we feature an article by Gemma Baker who writes about how the customer service world has changed with the development of digital communication channels. – Shep Hyken. It is no secret that customers are turning towards digital communication channels when contacting organizations. Provide a Quicker Answer.

Customer Service 189

Customer Service Chatbots Advertising Technology 189

ShepHyken

AUGUST 7, 2017

Each week I read a number of customer service and experience articles from various online resources. Is The Customer Service “Department” Becoming Obsolete? My Comment: This is an interesting article with a provocative title: “Is the Customer Service Department Becoming Obsolete?” by Mike Wittenstein.

Customer Service 145

Customer Service Chatbots Customer Care B2B 145

ShepHyken

OCTOBER 9, 2017

Each week I read a number of customer service articles from various online resources. They care about their customers. And, from the story in this article, they give their customers a chance to make things right with dignity and respect. My Comment: I’m a big fan of Stella Service and what they do.

Customer Service 104

Customer Service Morale CRM Customer Experience 104

ShepHyken

SEPTEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi.

Customer Service 187

Customer Service outsourcing Contact Center Customer Support 187