ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We kick off this week’s Top Five roundup with an excellent article on the most popular topic of the day (probably the year), AI.

Customer Service 194

Customer Service Call Center Chatbots Call center experience 194

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article shares some great insights and findings. If you like this type of information, you’ll enjoy this article.

Customer Service 166

Customer Service Self service Personalization Marketing 166

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: Over the past year or two, I’ve shared several excellent articles by Brittany Hodak on the topic of creating super fans.

Customer Service 200

Customer Service Government Customer centricity Customer Experience 200

ShepHyken

JULY 14, 2023

This week, we feature an article by Christopher Jan Benitez, a writer specializing in digital marketing and customer experience. However, many businesses still need help connecting with customers through this channel. They can help you execute your email campaign faster, but you can’t send them without personalizing them.

Personalization 156

Personalization Best practices CRM Marketing 156

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article shows the power of generative AI (ChatGPT-type technologies). Here are my top five picks from last week.

Customer Service 149

Customer Service Personalization Surveys Chatbots 149

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My friend, Chip Bell, has written a great article that aligns with my belief that for the right reasons, it’s okay to fire the customer.

Customer Service 149

Customer Service Advertising Chatbots Self service 149

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Consider this article as a launch into a discussion about how to be more convenient for your customers. Here are my top five picks from last week.

Customer Service 376

Customer Service B2C B2B Customer retention 376

AWS Machine Learning

APRIL 4, 2024

With a multitude of articles, videos, audio recordings, and other media created daily across news media companies, readers of all types—individual consumers, corporate subscribers, and more—often find it difficult to find news content that is most relevant to them. Changing interests – Readers’ interests can evolve over time.

Personalization 82

Personalization APIs Engineering Metrics 82

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article starts with a definition that I can live with but is not quite how I would define it. My favorite touches on personalization.

Customer Service 153

Customer Service Gamification Customer retention Customer Experience 153

ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Dale Carnegie said, “A person’s name is to him or her the sweetest and most important sound in any language.”

Customer Service 385

Customer Service Customer retention Contact Center Sales 385

ShepHyken

JANUARY 18, 2023

Recently I wrote my annual Forbes article featuring customer service and CX predictions and trends for 2023. 4 on the list was Personalization Gets More Personal. The best marketers have realized that personalization is a way to get closer to the customer – or at least make it appear to be so. Follow on Twitter: @Hyken.

Personalization 162

Personalization Advertising Surveys Customer Service 162

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Let’s start with a great article about aligning customer service and marketing. I want to reinforce a big point of the article.

Customer Service 170

Customer Service Morale Customer retention Marketing 170

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article will give you a good start to understanding what makes for a good question that will get you the insights you need. by Janelle Estes.

Customer Service 309

Customer Service Surveys Customer Experience Accountability 309

ShepHyken

JANUARY 23, 2019

A few people went to his website and read his promise to his patients that he appropriately calls “My Personal Promise to You.” By the way, at the end of this article, I’ve shared a very important call-to-action for you. Be sure to read the entire article – or at least the last paragraph. Neil Baum’s Personal Promise.

Personalization 299

Personalization Education Feedback Customer Service 299

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article focuses on giving away experiences, not products or cash rewards. Here are my top five picks from last week.

Customer Service 162

Customer Service Marketing Customer retention Customer Experience 162

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: If you’re interested in loyalty programs, this article is excellent. Here are my top five picks from last week.

Customer Service 166

Customer Service Contact Center Customer centricity Banking 166

ShepHyken

SEPTEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This comprehensive article covers the advantages of the survey and how to calculate the score correctly. How do they do it?

Customer Service 174

Customer Service Morale Surveys Consulting 174

Integrity Solutions

APRIL 19, 2024

At its essence, humanizing the sales experience is really about personalization. Put another way, personalization is the opposite of operating from scripts and responding with cookie-cutter answers. Put another way, personalization is the opposite of operating from scripts and responding with cookie-cutter answers.

Personalization 107

Personalization Sales Scripts Contact Center 107

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: About a month ago I included an article about Sweetwater as part of the Top Five Roundup. This company is on my radar.

Customer Service 273

Customer Service Entertainment Banking Marketing 273

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. We’ll learn from the CXO of Bobby Jones Links (golf company) about employee empowerment and personalized customer experiences.

Customer Service 158

Customer Service B2C B2B Customer Experience 158

ShepHyken

NOVEMBER 1, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We start with a very short article from business guru, Seth Godin. Also, this article isn’t just for the B2C world.

Customer Service 194

Customer Service B2B B2C Personalization 194

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Brian Solis has a compelling article about this very topic. Here are my top five picks from last week. Think about that!

Customer Service 337

Customer Service First call resolution Contact Center Engineering 337

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This week he posted a great article about what never to say to customers. This article looks at the ways that the CES can be improved.

Customer Service 328

Customer Service Chatbots Customer effort Scripts 328

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The five ideas in this article are a great place to start. The examples used in the article come from Starbucks, Disney, Apple, and Ritz-Carlton.

Customer Service 158

Customer Service Airlines Customer Experience Technology 158

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I can’t think of a better way to start this week’s roundup than with this article that compiled five “Hallmark” type holiday stories.

Customer Service 162

Customer Service Self service Customer Experience Personalization 162

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. In 2024, keys to customer success will include better personalization delivered at scale by ramped-up automation and generative AI.

Customer Service 144

Customer Service B2C Feedback Marketing 144

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business.

Customer Service 175

Customer Service Gamification Customer Support Customer centricity 175

ShepHyken

JUNE 14, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. As the author of this article calls it, there is a customer service gap, a disconnect. My Comment: Personalization continues to be a hot topic.

Customer Service 236

Customer Service Customer retention Personalization Surveys 236

ShepHyken

JULY 31, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I have added my comment about each article and would like to hear what you think too. My Comment: If you like beer, you will love this article.

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156

ShepHyken

MAY 9, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The title of the article asks an important question, and the answer depends on the situation. Here are my top five picks from last week.

Customer Service 168

Customer Service Engineering Personalization Surveys 168

ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Here is an article about financial advisor CNBC’s Jim Cramer’s opinion on that topic. Here are my top five picks from last week. Great question.

Customer Service 162

Customer Service Customer centricity B2C Government 162

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: I love a great list, and there will be a few of them on this weekly roundup of excellent customer service and CX articles.

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

NOVEMBER 14, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This really isn’t an article. My Comment: Our first entry into this week’s Top Five wasn’t really an article but a white paper.

Customer Service 175

Customer Service Banking Customer effort Marketing 175

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. As you read through the article, you will eventually come to a bold subtitle: Employee experience drives revenue. Read the article!

Customer Service 162

Customer Service Entertainment Personalization Customer Experience 162

ShepHyken

MARCH 14, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We kick off this week’s Top Five roundup with a robust article that takes us back to the basics, journey mapping the customer experience.

Journey mapping 184

Journey mapping Customer Service Entertainment Call Center 184

ShepHyken

FEBRUARY 28, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I found this article fascinating, and I think you will, too! That alone should intrigue you enough to want to read this informative article.

Customer Service 175

Customer Service Customer Experience Personalization Sales 175

ShepHyken

MARCH 29, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Our friends at Sharpen have an excellent article that shares five lessons on how you can model your CX after Disney.

Customer Service 194

Customer Service Personalization Customer Experience 194