ShepHyken

FEBRUARY 26, 2024

Top Takeaways: A big bet is any concept, approach, project, or strategy with a high potential for impacting our customers and business. About: John Rossman is the author of four books on leadership, business, and customer experience, including the bestseller The Amazon Way. What causes organizational transformations to fail?

Customer Experience 231

Customer Experience Customer Service 231

ShepHyken

SEPTEMBER 4, 2023

Top Takeaways: There is a gap between how leaders perceive employee engagement and how employees actually feel. Leaders should give authority to their teams, not just responsibility. According to Gallup research , 70% of employees are disengaged at work. However, only 30% of leaders feel that way. They leave their managers.

Employee engagement 207

Employee engagement Surveys Consulting Consulting 207

ShepHyken

SEPTEMBER 14, 2021

Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. Top Takeaways: A repeat customer keeps coming back but a loyal customer is someone who will do even more business with you once they come back. Narrow your focus to the top 20 percent of your ideal customers.

Engineering 379

Engineering Consulting Consulting Marketing 379

ShepHyken

OCTOBER 18, 2022

Shep Hyken interviews Susan Drumm, CEO & Chief Empowerment Officer of Meritage Leadership Development and the author of The Leader’s Playlist: Unleash the Power of Music and Neuroscience to Transform Your Leadership and Your Life. Top Takeaways: Our childhood “wounds” show up in the way we lead others. New York Times ?bestselling

Coaching 293

Coaching Personalization Customer Experience Customer Service 293

ShepHyken

MARCH 18, 2024

Here are my top five picks from last week. My Comment: Let’s kick off this week’s Top Five with another excellent article from my friend Dan Gingiss, who writes about your competition – and it’s not who or what you think. This is a great follow-up to the fifth article in the Top Five roundup. Connect with Shep on LinkedIn.

Customer Service 196

Customer Service Government Customer centricity Customer Experience 196

ShepHyken

APRIL 22, 2024

Here are my top five picks from last week. My Comment: We wrap up this week’s Top Five roundup with a lesson from Amazon. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. I have added my comments about each article and would like to hear what you think too.

Customer Service 196

Customer Service B2B B2C Advertising 196

ShepHyken

SEPTEMBER 28, 2021

Shep Hyken interviews Paul Reilly, a professional speaker, sales trainer, and author of Selling Through Tough Times. Top Takeaways: When you create good experiences, especially during tough times, you are providing value beyond the product that you are selling. .” Utilizing Customer Experience as a Sales Tool. New York Times ?bestselling

Sales 350

Sales Customer Experience Personalization Customer Service 350

ShepHyken

FEBRUARY 12, 2024

Top Takeaways: Balancing technology and human support is essential, as both play a role in customer satisfaction. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

Brand ambassadors 368

Brand ambassadors Healthcare Contact Center Self service 368

ShepHyken

FEBRUARY 27, 2024

Ironically, customers at top service companies (think Ritz-Carlton, USAA, Chewy, Amazon, and Navy Federal Credit Union) are actually more willing to take longer surveys because they appreciate the relationship. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Surveys 217

Surveys Feedback Customer Service Customer Experience 217

ShepHyken

SEPTEMBER 13, 2021

Here are my top five picks from last week. As the author points out in the very first sentence: “Although the terms ‘customer loyalty and ‘customer retention (as in repeat business)’ are often used interchangeably, they actually refer to two different things.”. There’s a big difference. You’re not just selling to a company.

Customer Service 371

Customer Service B2C B2B Customer retention 371

ShepHyken

SEPTEMBER 4, 2023

Here are my top five picks from last week. That’s why I’m excited to share this article by Charles Ryan Minton, one of the top managers in the Marriott/Bonvoy organization. First, the author cites plenty of stats and findings to support the importance of customer service and CX. they’re everywhere.

Customer Service 167

Customer Service Customer retention SaaS Best practices 167

ShepHyken

DECEMBER 4, 2023

Top Takeaways: The hospitality mentality is a mindset that focuses on treating every customer as a valued guest, going beyond their expectations, and providing exceptional service. He is the co-host of the AttractionPros Podcast and the author of The Hospitality Mentality: Create Raving Fans Through Your Guest Experience.

Personalization 254

Personalization Customer Service 254

ShepHyken

OCTOBER 25, 2021

Here are my top five picks from last week. The author notes that while chatbots continue to be popular with companies, customers are experiencing a CX failure. While the author does mention a loyalty program (actually a marketing program), much more of the article is based on the value of the experience and how the customer is treated.

Customer Service 357

Customer Service Chatbots B2C Consulting 357

ShepHyken

DECEMBER 25, 2023

Top Takeaways: The customer’s perception matters most. He is the author of two books, Multichannel Marketing: Metrics and Methods for On and Offline Success and Customer Experience Analytics. Never assume you know what your customer wants without looking at data. Once you find success, it doesn’t mean you should stop.

Multichannel 217

Multichannel Analytics Feedback Metrics 217

ShepHyken

MAY 11, 2021

and author of The Velocity Mindset. Top Takeaways: . and the author of five books including the bestselling?Complete Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. . The Velocity Mindset.

Scripts 429

Scripts Customer Service Customer Experience 429

ShepHyken

JANUARY 18, 2021

Here are my top five picks from last week. My Comment: We begin this list of the Top Five roundup with a list that includes 21 tips for 2021. A few of them I could debate, but I also see the author’s point. The author points out the mistake many companies make. Chatbots vs Knowledge Bases: Which One Is Better?

Customer Service 311

Customer Service B2B Journey mapping Chatbots 311

ShepHyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. Here are my top predictions for 2024. So, here are my top predictions for 2024. When you do, you’ll have a better 2024 – and so will your customers! I hope you choose to take action!)

Customer Service 231

Customer Service Customer retention Customer Experience 231

ShepHyken

FEBRUARY 18, 2024

Here are my top five picks from last week. I also like the tips and tactics the author shares to master both. My Comment: My good friend and fellow customer service expert, John DiJulius, has summarized some of the highlights from a recent Forbes article that listed the top customer service companies.

Customer Service 151

Customer Service Gamification Customer retention Customer Experience 151

ShepHyken

AUGUST 23, 2022

Shep Hyken interviews Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. Top Takeaways: Customer loyalty is based on the customer’s emotional connection with the company. Don’t Overlook the Value of Emotions . New York Times ?bestselling

Journey mapping 307

Journey mapping Advertising Consulting Consulting 307

ShepHyken

MARCH 10, 2024

Here are my top five picks from last week. My Comment: We start this week’s Top Five Roundup with an article from one of my favorite CX thought leaders, Stephen Van Belleghem. BONUS Top Five Customer Experience Blogs by Steve Towers (CX Obsession) In the digital jungle, we’re all on a safari to spot the rarest of beasts: focus!

Customer Service 190

Customer Service Airlines Self service Customer Experience 190

ShepHyken

MAY 24, 2021

Here are my top five picks from last week. 5 Top Customer Strategies CEO Should Know by Duong Nguyen. My Comment: What caught my interest with this article was the first of the five strategies the author shared, and that is that the marketplace is not a battlefield. “Be Be customer-obsessed, not competitor obsessed!”

Customer Service 380

Customer Service Customer retention Contact Center Sales 380

ShepHyken

OCTOBER 16, 2023

Top Takeaways: Building a solid customer experience foundation is essential for all businesses, regardless of their industry or target audience. Andrew shares the four key steps to deliver experiences that lead to customer satisfaction, repeat business, and retention. Get your CX house in order.

Customer Experience 217

Customer Experience B2C Government B2B 217

ShepHyken

JUNE 7, 2021

Here are my top five picks from last week. My Comment: Another author who has graced the Top Five list numerous times. Being Customer-centric Starts With A Top-Notch Employee Experiencestanley by Stanley Huang. Here, the author shares his suggested best practices. Here, he shares an article focused on culture.

Customer Service 331

Customer Service Customer centricity Government Upselling 331

ShepHyken

NOVEMBER 6, 2023

Here are my top five picks from last week. The goal is to move as fast as possible to eliminate the anger or frustration, or as the author of this article calls it, the “mental load.” This article shares the top customer support center metrics to pay attention to. My Comment: Business is numbers.

Customer Service 163

Customer Service Self service Surveys Contact Center 163

ShepHyken

APRIL 5, 2021

Here are my top five picks from last week. My Comment: A perfect follow-up to Jordy Leiser’s article (our first in the Top Five roundup) is this article that predicts that by 2025 everything will be automated. Had the author said 2035, I might buy into this. Here are the top-rated podcasts in the industry.

Customer Service 302

Customer Service Contact Center Self service Customer Experience 302

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ShepHyken

JUNE 5, 2023

Top Takeaways: Spending time with your customers is a great opportunity to understand their challenges, share best practices, and learn from them. Do an inventory of the top five KPIs you are currently tracking for customer experience and see if you have a correlating one for employee experience.

Best practices 217

Best practices Customer Experience Technology Customer Service 217

ShepHyken

NOVEMBER 1, 2022

Shep Hyken interviews Tim Hughes, co-Founder and CEO of DLA Ignite , and co-author of Social Selling: Techniques to Influence Buyers and Changemakers. Top Takeaways: The modern customer is empowered. bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. New York Times ?bestselling

Personalization 296

Personalization Customer Service Sales Marketing 296

ShepHyken

DECEMBER 6, 2022

Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. Top Takeaways:    . Hopkins is a Certified Experience Economy Expert, healthcare strategy consultant, and author of Unleashing the Chief Moment Officers and It’s Hard to be Easy.

Customer centricity 302

Customer centricity Consulting Consulting Healthcare 302

ShepHyken

JULY 31, 2023

Here are my top five picks from last week. The author uses Corona as an example of what he refers to as “multi-sensory customer experience.” The author, Simeon Atkins, has a podcast, The Business of Customer Love , and he’s sharing the top seven lessons he learned from his guests. My Comment: This is a fun article.

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156

ShepHyken

APRIL 6, 2021

Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. Top Takeaways: . Jeff Toister is a n author, consultant, and trainer who helps companies develop customer-focused cultures. How to Get Customers to Gain Trust and Confidence in Your Brand.

Advertising 362

Advertising Consulting Consulting Customer Experience 362

ShepHyken

DECEMBER 11, 2023

Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. He is the author of six bestselling books. ” About: Steven Van Belleghem is a customer experience thought leader and keynote speaker.

Customer centricity 207

Customer centricity Morale Feedback Customer Experience 207

ShepHyken

DECEMBER 3, 2023

Here are my top five picks from last week. The language model is based on content from MarTech embedded on top of ChatGPT. The author prompted the chatbot with a question about personalization versus real-time interaction management. Each week, I read many customer service and customer experience articles from various resources.

Customer Service 146

Customer Service Personalization Surveys Chatbots 146

ShepHyken

JANUARY 7, 2024

Here are my top five picks from last week. My Comment: Let’s kick off this week’s “Top Five” with a trends report from Deloitte. It’s the experience, and this author has some excellent insights. The author shares six mini-case studies from brands you’ll recognize, such as Starbucks, NASCAR, and more.

Customer Service 163

Customer Service Contact Center Customer centricity Banking 163

ShepHyken

MARCH 6, 2023

Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. Shep Hyken is a customer service and experience expert,  New York Times  bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

Feedback 313

Feedback Customer centricity Contact Center Surveys 313

ShepHyken

MARCH 25, 2024

Here are my top five picks from last week. 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. It’s a perfect companion piece to the John DiJulius article (this week’s Top Five #1). The stakes are high and the opportunities are endless.

Customer Service 190

Customer Service Call Center Chatbots Call center experience 190

ShepHyken

FEBRUARY 14, 2022

Here are my top five picks from last week. CMSWire) Today’s top companies rely heavily on human insight to guide their strategies and offerings. I thought this would be a perfect addition to our Top Five Roundup. Joseph Michelli is one of my favorite customer experience experts and authors. by Janelle Estes.

Customer Service 307

Customer Service Surveys Customer Experience Accountability 307