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. Sure, it’s an oversimplification, so take a few minutes to read this robust article that includes a clear description of VOC, how to use it and the stats or measurements you may consider using. Here’s an article from the Forbes Communication Council with 14 ways on how to do so.

Customer Service 167

Customer Service Chatbots Metrics Wait times 167

ShepHyken

DECEMBER 20, 2018

Articles, Videos & Podcasts from 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. Note: This video is based on an article above, “That’s Not My Department” and 10 Other Phrases Customers Hate.). Don’t Miss Out on Shep’s Top 3 Forbes Articles: Four Habits Of Highly Ineffective Companies. The post Best Customer Service and Experience Articles, Videos, & Podcasts appeared first on Shep Hyken.

Customer Service 244

Customer Service Customer Care Technology Customer Experience 244

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. My Comment: In my quest to find the best way to create customer loyalty, here is a great article that sets up the importance of going for loyalty followed by four sound strategies. Somehow he finds time to write articles, it seems weekly about the topic of service and experience.

Customer Service 169

Customer Service Airlines Marketing Management 169

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. Experience Investigators) Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article.

Customer Service 165

Customer Service Customer centricity Marketing Personalization 165

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Contact Center

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. So, we start this week’s roundup with an article on culture that drives the CX. My Comment: This article includes four strategies to improve customer service. My Comment: I always enjoy articles from Jeremy Watkin. In this article, he writes about context.

Customer Service 159

Customer Service outsourcing Contact Center Personalization 159

ShepHyken

JUNE 5, 2020

This week we feature an article by Uma Bhat , a content marketing professional at Clootrack. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes article: The Comeback Of Conferences And Meetings. She shares how businesses can utilize consumer insights to help improve customer service and experience.

Customer Service 148

Customer Service Marketing Customer Experience Customer centricity 148

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. I like that this article focuses on B2B, but the same ideas can be applied to the B2C online experience.

Customer Service 161

Customer Service B2C B2B Customer Experience 161

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. The post 5 Top Customer Service Articles For the Week of August 17, 2020 appeared first on Shep Hyken.

Customer Service 161

Customer Service B2B Consulting Consulting 161

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. This article set’s up the premise and offers up ideas such as making processes more customer-centric, using technology and more.

Construction 140

Construction Customer Service Customer centricity Consulting 140

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Contact Center

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. Martech Advisor) This article unveils the top 5 B2B customer experience (CX) best practices for 2020.

Customer Service 207

Customer Service Journey mapping Best practices B2B 207

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 article looks at how to maintain a good CX, while at the same time, doing what’s necessary (in the form of cuts) for your business in trying times. This great article is all about how the customer’s emotional connection drives profits.

Customer Service 177

Customer Service Customer Experience 177

ShepHyken

JULY 22, 2019

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. If you’re not already strong in the area of social customer care, this article will help you get started. My Comment: If you’ve been following these weekly posts, you know I love a good list, and that’s exactly what’s in this article.

Customer Service 238

Customer Service Marketing Customer Care Customer Experience 238

ShepHyken

JULY 29, 2019

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. RetailWire) Presented here for discussion is a summary of a current article published with permission from Knowledge@Wharton, the online research and business analysis journal of the Wharton School of the University of Pennsylvania. Then you must read this article.

Customer Service 241

Customer Service Enterprise Analytics Sales 241

ShepHyken

AUGUST 19, 2019

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 reminds of this strategy. Even if you’re not in retail, you should read this article. If live chat and chatbots are part of your customer service strategy, read this article.

Customer Service 240

Customer Service Chatbots Metrics Marketing 240

ShepHyken

MARCH 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. I chose this article as it’s author, Paul Selby from ServiceNow shares some common sense tactics to help us get through this chapter in our lives. His big message from the article reminds us to start with patience, kindness, and understanding.

Customer Service 129

Customer Service Customer Support Customer Experience 129

ShepHyken

JULY 1, 2019

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 author of this short article shares his take on the similarities and differences between the two. My Comment: While the title of the article says sales, it’s all about making the customer experience better.

Journey mapping 245

Journey mapping Customer Service B2C B2B 245

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. This article takes the approach that too much convenience can de-humanize a company. The post 5 Top Customer Service Articles For the Week of March 9, 2020 appeared first on Shep Hyken.

Customer Service 201

Customer Service Chatbots Personalization Technology 201

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. My Comment: Just because this article is about attracting clients to a law firm, don’t think you can’t learn from it. You want more of them, then read this article. I like articles with bullet points.

Customer Service 137

Customer Service Best practices Chatbots Contact Center 137

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. ThriveHive) This article will give you a run-down on the basics of customer loyalty marketing and programs, how they work, and how you can use them to retain more customers with your business. My Comment: Following up on the last article about loyalty programs, here’s another.

B2C 193

B2C Entertainment Customer Service Benchmark 193

ShepHyken

JUNE 24, 2019

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 friend Chip Bell, customer service expert, summarizes this idea quite nicely in this excellent article. My Comment: I’ve written about this in a number of articles. This article lists ten brands, and you will recognize most of them.

Customer Service 233

Customer Service Customer Support Customer Experience 233

ShepHyken

JULY 8, 2019

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’s been a while since I included an article about social customer care (social media customer service) in the Top Five Roundup. This short article includes five tips to remind us how important it is to respond quickly – and to every post.

Customer Service 238

Customer Service Finance Healthcare B2B 238

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. This article uses the mental thinking of the US Marines to help look at how to reframe your business for success. My Comment: At first, I thought this article was going to be about how to create better customer surveys, but that is not what it is about.

Customer Service 164

Customer Service Surveys Metrics Feedback 164

ShepHyken

JUNE 3, 2019

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. ProProfs) Read this article to learn the 10 steps that are a must in your customer success plan for ensuring greater customer success stories in your business. The post 5 Top Customer Service Articles for the Week of June 3, 2019 appeared first on Shep Hyken.

Customer Service 239

Customer Service Surveys Feedback Customer Experience 239

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. My Comment: Following up on our first article of this week’s Top Five roundup, if we need to start over with some customers, what better way to do it than with some customer service basics.

Customer Service 166

Customer Service Banking Customer retention Customer Support 166

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. My Comment: Even though this article focuses on customer service in healthcare, the author, Steven Van Belleghem is a true genius in the service and experience space, so I get excited when I read his content. My Comment: I like the title of the article.

Customer Service 147

Customer Service Journey mapping Healthcare Surveys 147

ShepHyken

AUGUST 26, 2019

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: We start this week’s Top Five roundup with an article filled with stats – 37 of them! My Comment: As I read this article I thought about the companies that have disrupted their industry – or even just their competition.

Customer Service 222

Customer Service Advertising Customer Experience Feedback 222

ShepHyken

SEPTEMBER 23, 2019

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. At first, I thought this article was written for consumers. This article gets to three areas that truly benefit the customer; personalized recommendations, biometric recognition and virtual (digital) assistants. Then read this article.

Journey mapping 209

Journey mapping Customer Service B2B Analytics 209

ShepHyken

JUNE 10, 2019

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. CallMiner) In this article, you’ll find expert tips on effective VoC survey design, as well as suggestions for effective questions that dig deeper and provide measurable, actionable insights that can inform your marketing and customer service initiatives.

Customer Service 229

Customer Service Surveys Feedback Management 229

ShepHyken

JUNE 17, 2019

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 article states, “Corporate responsibility kills two birds with one stone: On one hand, you make the world a better place, and on the other, you get more business.” That said, along comes this article from CallMiner. Check this article out and find out where and when.

Scripts 226

Scripts Customer Service Best practices Feedback 226

ShepHyken

JULY 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. This article is an excellent look at how the future of customer service became today’s way of doing business. This article includes a list and some insights into some common self-service mistakes. My Comment: I love Zappos, which is why I’m including this article.

Customer Service 140

Customer Service Self service Surveys Customer Support 140

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. My Comment: We’re almost to the end of February and there are still articles coming out with predictions for 2020.

Benchmark 174

Benchmark Customer Service Marketing Personalization 174

ShepHyken

MAY 6, 2019

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, even though the emphasis of the article is on small businesses, this can work for any type of business. Here’s a great article to remind us of the basics of the subscription model, why it works, and how it can work for you.

Customer Service 234

Customer Service Customer centricity Feedback Personalization 234

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. My Comment: There are plenty of articles that are going to be about the economy opening back up and what businesses need to consider as this happens. (I This article from our friends at CCW is about leadership and management after a crisis.

B2C 161

B2C B2B Customer Service Healthcare 161

ShepHyken

MARCH 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. ” That’s how this article starts, and it has been one of my points to our clients for years. My Comment: This article starts with a very compelling statement: “Job number one for CEOs today is ensuring the company delivers a compelling customer experience.”

Customer Service 120

Customer Service B2B Engineering Self service 120

ShepHyken

SEPTEMBER 16, 2019

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 does a little AA bashing, and I can see the point, but what the author writes about Delta is well worth studying – and even emulating. So, when I see an article about Nike’s CX strategy, I take notice… And you should, too!

Airlines 209

Airlines Customer Service Automotive Marketing 209

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.) The article starts with a good example and makes the case for the list of seven ideas that follow. My Comment: This article falls into building a CX culture.

Customer Service 133

Customer Service Education Customer centricity Customer retention 133

ShepHyken

DECEMBER 30, 2019

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. Several professors contributed to this short, but insightful, article about how to leverage social media in a way that drives higher revenue per customer. This article included something worth considering. The article includes five ideas.

Customer Service 182

Customer Service Chatbots Customer centricity Self service 182

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. My Comment: Just because this article focuses on loyalty in the hospitality (hotel) industry, doesn’t mean you shouldn’t read it. The post 5 Top Customer Service Articles For the Week of March 2, 2020 appeared first on Shep Hyken.

Benchmark 174

Benchmark Customer Service Surveys Customer Experience 174