ShepHyken

MAY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Here are four ways brands can create more meaningful connections with their customers. Just last week, I included an article focused on this trending topic.

Customer Service 162

Customer Service Self service Customer Experience Surveys 162

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. According to an article in Craving Tech, organizations that have integrated this new technology into their operations saw a 25% boost in customer satisfaction in 2023.

Customer Service 194

Customer Service Call Center Chatbots Call center experience 194

CCNG

JUNE 14, 2023

Think about the very best customer experience that you have ever had with a brand. About a week before the trip, I figured out that I had booked my husband and myself on two separate flights leaving at the same time. Simply put, they created an emotional connection with me.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. This is Dan’s take on it.

Customer Service 200

Customer Service Government Customer centricity Customer Experience 200

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Connected ecommerce adds value emotionally, materially or both while delivering the same seamless purchase journey. Why is connection important?

Customer Service 166

Customer Service Self service Personalization Marketing 166

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. For companies aspiring to enhance their customer service, the hotel industry offers valuable insights and strategies that can be adopted across various sectors.

Customer Service 168

Customer Service Customer retention SaaS Best practices 168

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. My Comment: As we head deeper into a digital world where customers interact with companies via AI, how can we create a relationship that establishes trust?

Customer Service 158

Customer Service Airlines Customer Experience Technology 158

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Are You Asking the Right Customer Experience Questions? CMSWire) Today’s top companies rely heavily on human insight to guide their strategies and offerings.

Customer Service 309

Customer Service Surveys Customer Experience Accountability 309

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. In an age where products and services are often similar, it’s the memorable and positive interactions that truly distinguish one brand from another.

Customer Service 162

Customer Service Average Handle Time Contact Center Metrics 162

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience.

Customer Service 166

Customer Service Self service Surveys Contact Center 166

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. It includes strategies, tactics, research findings, and more that back up the importance of having a powerful customer-centric strategy.

Customer Service 149

Customer Service Customer centricity Customer Experience Feedback 149

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. The day arrives, the notice goes out to the team, manuals hit desks… and within two weeks, nothing has changed. Does no one want to see change?

Customer Service 149

Customer Service Personalization Surveys Chatbots 149

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. My Comment: We start this week’s roundup with an article about AI. This has a nice description of how AI will make customer service better. Imagine that!)

Customer Service 153

Customer Service Customer advocacy Average Handle Time Customer centricity 153

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Interesting concept!

Customer Service 334

Customer Service Customer centricity Government Upselling 334

ShepHyken

MARCH 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. Forget Customer Experience. CMSWire) ECM and content services, while related, are not the same. CX (Customer Experience) has been around for years.

Customer Service 340

Customer Service Best practices Marketing Customer Experience 340

ShepHyken

MARCH 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. What Exactly Is Customer Experience? by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!)

B2C 149

B2C Customer Service B2B Marketing 149

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. What Can Disneyland Teach Us about the Customer Journey? Shrewd customer design choices, of course. For certain customers, self-checkout still makes sense.

Customer Service 166

Customer Service Consulting Consulting Customer Experience 166

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. In this article, I’m going to break down the customer experience lessons you can learn from the Eras Tour that will help you get the loyal audience of your wildest dreams.

Customer Service 156

Customer Service Journey mapping Feedback Consulting 156

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024.

Customer Service 149

Customer Service Advertising Chatbots Self service 149

ShepHyken

OCTOBER 23, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record. My Comment: Do your customers know you care about them?

Customer Service 158

Customer Service Construction Contact Center Scripts 158

ShepHyken

NOVEMBER 25, 2022

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She discusses the difference between transactional and relational customer service.

Customer Service 194

Customer Service B2C B2B SaaS 194

ShepHyken

JULY 31, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. My Comment: I’m always quick to pick up an article that covers how to handle customer complaints. The Forbes YEC has shared twelve ideas on how to handle complaints.

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156

ShepHyken

JUNE 11, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. In other words, they are marketing their services to humans. This means B2B firms should also focus on customer experience.

B2B 156

B2B Customer Service B2C Advertising 156

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Customer Service versus Customer Experience: Master both! For me, customer service is more than support. It’s not a department.

Customer Service 153

Customer Service Gamification Customer retention Customer Experience 153

ShepHyken

NOVEMBER 14, 2022

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Partnering in Complex Times: Turning to the Experts for Best-In-Class Customer Experience by Harvard Business Review. Loyalty and repeat customers are up for grabs.

Customer Service 175

Customer Service Banking Customer effort Marketing 175

ShepHyken

JANUARY 25, 2021

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

Customer Service 392

Customer Service Customer Experience Marketing Management 392

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. My Comment: If you’ve been following my work, then you know I’m a huge fan of the employee experience driving the customer experience, which is what this article is about.

Customer Service 158

Customer Service B2C B2B Customer Experience 158

ShepHyken

JUNE 21, 2021

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Do your rewards hit the “must-have” mark that turns casual customers into brand fans? Customer Service is a Gold Mine for Employee Experience Ideas by Russel Lolacher.

Customer Service 200

Customer Service Marketing Personalization Customer Experience 200

ShepHyken

AUGUST 2, 2021

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Customer Experience Strategies to Annoy or Delight Your Customers by Phil Britt. My Comment: What do you do that annoys your customers?

Customer Service 232

Customer Service Multichannel Customer Experience Technology 232

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. A video can create an emotional connection.

Customer Service 273

Customer Service Entertainment Banking Marketing 273

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Instead, leaders need to understand why demand is so high – by spotting their customers pain points so they can do something about them.

Customer Service 156

Customer Service B2C Customer retention Government 156

Beyond Philosophy

SEPTEMBER 9, 2023

Being ready is critical to the successful implementation of artificial intelligence (AI) to improve your customer experience. The next competitive battleground for organizations will be predictive experiences, or experiences that anticipate customers’ needs. Connect with Colin on LinkedIn HERE. Check it out here.

Customer Experience 195

Customer Experience Technology 195

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. 13 Powerful Retention Strategies That Keep Customers Coming Back by Hirsh Goswamy.

Customer Service 162

Customer Service Self service Customer Experience Personalization 162

ShepHyken

SEPTEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Further, we’ll also share strategies to help you improve your CSAT score. Here’s a chance to learn from a customer service icon. How do they do it?

Customer Service 174

Customer Service Morale Surveys Consulting 174

ShepHyken

MARCH 12, 2021

This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well.

B2B 367

B2B Journey mapping B2C Telecommunications 367