ShepHyken

FEBRUARY 16, 2020

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. While the article does focus on Customer Experience strategies for retail, many are also applicable to B2B – or any type of organization.

Customer Service 325

Customer Service B2B Journey mapping Best practices 325

ShepHyken

JANUARY 20, 2020

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. Loyalty Trends in 2020: How Will This Year Be Different? This article shares five strategies that can help smooth the transition.

Customer Service 301

Customer Service B2C Entertainment Customer effort 301

ShepHyken

MARCH 9, 2020

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. According to Gartner, the average person will have more conversations with bots than their spouse by 2020. How many have you read?

Customer Service 317

Customer Service Chatbots Customer Experience Personalization 317

ShepHyken

AUGUST 31, 2020

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. ” As I have been doing my research, I found this article and felt this was a perfect way to start this week’s Top Five roundup.

Customer Service 270

Customer Service Advertising Customer retention Customer Experience 270

ShepHyken

SEPTEMBER 14, 2020

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. Business2Community) This article shares some of the most effective tips on how to boost B2B customer experience on your website.

Customer Service 214

Customer Service B2B B2C Call Center 214

ShepHyken

AUGUST 3, 2020

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: Forget that I’m quoted in the article, this is an important topic for all of us. Here are my top five picks from last week.

Customer Service 233

Customer Service Marketing Personalization Customer Experience 233

ShepHyken

SEPTEMBER 21, 2020

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: This is a fascinating article – actually an interview – featuring Yaron Morgenstern, the CEO OF Glassbox Digital.

Customer Service 237

Customer Service Customer centricity Customer Experience Marketing 237

ShepHyken

SEPTEMBER 28, 2020

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. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. In this article, he writes about context.

Customer Service 192

Customer Service outsourcing Contact Center Customer Support 192

ShepHyken

SEPTEMBER 7, 2020

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: The title of this article caught my attention. Here are my top five picks from last week. But what if we reframed that statement?

Construction 231

Construction Customer Service Feedback Customer retention 231

ShepHyken

MARCH 2, 2020

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. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. Lots to learn here.

Customer Service 265

Customer Service Benchmark Surveys Customer Experience 265

ShepHyken

FEBRUARY 3, 2020

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. 6 Hot Customer Loyalty Trends Emerging in 2020 by Brad Davis. This article has five compelling reasons to do so.

Customer Service 296

Customer Service Entertainment Technology Customer Experience 296

ShepHyken

FEBRUARY 24, 2020

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: Okay… I promise this is my last article mentioning Amazon for this week, but I love this premise.

Customer Service 265

Customer Service Benchmark Marketing Customer Experience 265

ShepHyken

NOVEMBER 16, 2020

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. 20 Must-Learn Customer Service Skills in 2020 (Bonus: Tips to develop them faster) by Jared Cornell.

Customer Service 216

Customer Service B2C Call Center Government 216

ShepHyken

AUGUST 10, 2020

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. You’ll have to read the article to find out about this one.) My Comment: This article falls into building a CX culture.

Customer Service 233

Customer Service Customer retention Customer centricity Education 233

ShepHyken

FEBRUARY 10, 2020

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 short article and infographic has ten marketing tips that cross over to the CX world. Here are my top five picks from last week.

Customer Service 267

Customer Service B2B Customer retention B2C 267

ShepHyken

MAY 18, 2020

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. That’s exactly what this article is about. You won’t find anything new or revolutionary in this article. by Rachel Lane.

Customer Service 237

Customer Service Customer retention Banking Customer Support 237

ShepHyken

JUNE 15, 2020

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. The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? Retail TouchPoints) In 2020, revenue is critical.

Customer Service 190

Customer Service Surveys Metrics Customer Experience 190

ShepHyken

AUGUST 17, 2020

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. While the title of the article states this is a sound strategy for small and medium-sized businesses, the larger businesses should take note.

Customer Service 232

Customer Service B2B Consulting Consulting 232

ShepHyken

JANUARY 6, 2020

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. CCW DIgital) This article shares 8 key findings on CX Design and Strategy, according to our 2019 market study. Follow on Twitter: @Hyken.

Customer Service 260

Customer Service Journey mapping Contact Center Customer Experience 260

ShepHyken

OCTOBER 5, 2020

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 is a very short article but consider its main message. Sharpen Technologies) 2020 didn’t cancel National Customer Service Week.

Customer Service 166

Customer Service Virtual Agent Enterprise Contact Center 166

ShepHyken

AUGUST 24, 2020

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 article has plenty of information to make the case. You want more of them, then read this article. by Mitul Makadia.

Customer Service 211

Customer Service Best practices Contact Center Chatbots 211

ShepHyken

JANUARY 13, 2020

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: The title of this article caught my attention. 4 Things to Automate In 2020 for Better Customer Relationships by Nathan Resnick.

Customer Service 234

Customer Service Journey mapping B2C B2B 234

ShepHyken

MARCH 9, 2020

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. According to Gartner, the average person will have more conversations with bots than their spouse by 2020. How many have you read?

Customer Service 156

Customer Service Chatbots Customer Experience Personalization 156

ShepHyken

JANUARY 4, 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: This is the perfect “Happy New Year” article. My Comment: Another article from Vala Afshar makes this list.

Customer Service 368

Customer Service Entertainment Customer Experience Marketing 368

ShepHyken

MAY 10, 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: I love the way this article starts: “The last 12 months have been a crash course in customer experience for business leaders.”

Customer Service 390

Customer Service Customer Support Surveys Self service 390

ShepHyken

OCTOBER 12, 2020

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. Somehow he finds time to write articles, it seems weekly about the topic of service and experience. Follow on Twitter: @Hyken.

Customer Service 200

Customer Service Airlines Customer Experience Marketing 200

ShepHyken

JUNE 8, 2020

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 great article is all about how the customer’s emotional connection drives profits. Here are my top five picks from last week.

Customer Service 208

Customer Service Customer Experience 208

ShepHyken

OCTOBER 19, 2020

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: It is an enviable position to have customers who are willing to talk about you – and even write articles and testimonials about you.

Customer Service 195

Customer Service Chatbots Metrics Wait times 195

ShepHyken

MAY 4, 2020

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: This is an important article. While much of this is a reminder, step two in this process made me want to include the article.

Customer Service 242

Customer Service B2C B2B Contact Center 242

ShepHyken

APRIL 27, 2020

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: Our first article in the Top Five roundup is about community. Here are my top five picks from last week.

Customer Service 210

Customer Service Government Coaching Customer Experience 210

ShepHyken

NOVEMBER 30, 2020

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. Well, here’s a short article that shows you how to take your ideas to the people who can make the decision. Can they co-exist?

Customer Service 216

Customer Service Construction B2C B2B 216

ShepHyken

NOVEMBER 23, 2020

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: As long as we’re learning from Chewy.com in our first article, how about we learn from Southwest Airlines.

Customer Service 216

Customer Service Airlines Surveys Contact Center 216

ShepHyken

APRIL 13, 2020

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: Before we get into my comment, I want to give you five Top Five articles that have nothing to do with COVID-19. Thanks Bob!)

Customer Service 249

Customer Service Finance Employee engagement Banking 249

ShepHyken

MAY 11, 2020

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. And when you’re finished reading the article, be sure to listen to the entire interview where Blake Morgan interviews Sculley.

Customer Service 153

Customer Service Consulting Consulting Customer Experience 153

ShepHyken

JUNE 1, 2020

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. Smarter CX) This article shares how Pella improved their strategy, technology, and metrics to deliver exceptional experiences.

Customer Service 171

Customer Service Multichannel Call Center Contact Center 171

ShepHyken

JULY 6, 2020

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 article showcases six ways to create simplicity and make the experience easier, especially when it comes to implementing technology.

Customer Service 165

Customer Service Healthcare Journey mapping Feedback 165

ShepHyken

MARCH 8, 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. Here’s an article by Jason VandeBoom, CEO of ActiveCampaign, on how to use automation to deliver a better CX.

Airlines 354

Airlines Customer Service Coaching Surveys 354