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. My comment: You know I love stats and facts about anything related to customer service and CX. Think about that!

Customer Service 333

Customer Service First call resolution Contact Center Engineering 333

ShepHyken

MAY 7, 2021

This week we feature an article by Saurav, a marketer and storyteller at Freshworks. He shares how brands can make their customers’ digital experiences more personalized. Are you looking to make your digital customer experience more personalized? Why personalized CX matters in the 21st century.

Personalization 167

Personalization Customer Experience Chatbots Metrics 167

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.

Personalization 161

Personalization Advertising Surveys Customer Service 161

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. I’m often asked to define customer centricity. Here are my top five picks from last week.

Customer Service 163

Customer Service Contact Center Customer centricity Banking 163

ShepHyken

NOVEMBER 19, 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. Think of it as a trust walk.

Morale 146

Morale Customer Service Chatbots Feedback 146

ShepHyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.

Customer Experience 376

Customer Experience Customer Service Gamification Chatbots 376

ShepHyken

AUGUST 27, 2021

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. He writes about how customer experience can determine the lifeline of a business. It is the volume of customers that makes the difference to a considerable extent.

Customer Experience 380

Customer Experience Technical Support Finance Customer advocacy 380

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. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. Here are my top five picks from last week.

Customer Service 161

Customer Service Self service Customer Experience Personalization 161

ShepHyken

AUGUST 12, 2022

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. She shares how you can reduce customer support tickets and enhance customer experience. Map the customer journey.

Customer Support 173

Customer Support Self service Journey mapping Wait times 173

ShepHyken

JANUARY 3, 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. How to Train Your Customer Support Agents To Provide Better Service by Kimberly Zhang. and Salesforce.com Inc.

Customer Service 179

Customer Service Government Customer Support Coaching 179

ShepHyken

NOVEMBER 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. My Comment: Just after Halloween, this is the perfect article. CustomerThink) This is the era of customer experience.

Customer Service 259

Customer Service Customer Support Self service Customer Experience 259

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. Here are 25 ideas to help you tune into, and better understand, your customers’ pain points. Is it getting out of hand?

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

MAY 23, 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. Customer Experience Leaders Can Learn from Baseball by Lynn Hunsaker. Here are my top five picks from last week.

Customer Service 161

Customer Service Coaching Customer Support Customer Experience 161

ShepHyken

NOVEMBER 18, 2022

This week, we feature an article by Kateryna Boiko, Marketing Director at Mobilunity , an organization that provides dedicated digital marketing and development teams to companies worldwide. She shares the benefits of having dedicated customer support in B2B organizations. Benefits of dedicated customer support .

B2B 167

B2B Customer Support Best practices Coaching 167

NobelBiz

SEPTEMBER 26, 2023

In the rapidly evolving landscape of business communication, the significance of delivering an unparalleled customer experience is very important. According to helpscout.com , more than 76% of all consumers prefer the traditional medium of phone calls to reach customer support representatives.

Personalization 59

Personalization Interactive Voice Response Customer Experience First call resolution 59

ShepHyken

JULY 4, 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. 7 Top AI Trends in Customer Service by Zendesk. 4 Strategic Approaches to Customer Journey Mapping by Jennifer Torres.

Journey mapping 173

Journey mapping Customer Service Customer Experience Contact Center 173

ShepHyken

APRIL 15, 2022

This week, we feature an article by Manpreet Chawla, senior digital marketing specialist at Knowmax , a knowledge base management solution for enterprises looking to provide exceptional customer experience to their customers via enhanced agent satisfaction. Top 5 ways to create a robust customer experience strategy .

Customer Experience 173

Customer Experience Customer Support Enterprise Scripts 173

ShepHyken

MARCH 21, 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. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts.

Customer Service 167

Customer Service Customer retention Engineering Self service 167

ShepHyken

DECEMBER 6, 2019

This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. When necessary the agent can take full control over the customer’s screen.

Customer Support 177

Customer Support Personalization SaaS Analytics 177

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. Customer Service Guide to Revenue Generation by Gladly. Then read this article and pay attention to all five points.

Customer Service 235

Customer Service Customer centricity Customer Experience Marketing 235

CSM Magazine

MARCH 20, 2024

In the fast-evolving global business landscape, the strategic move of customer support outsourcing to the Philippines has become a critical path for companies seeking to boost operational efficiency and elevate customer satisfaction. The expertise residing within Cynergy BPO’s leadership is unparalleled.

outsourcing 52

outsourcing Customer Support Customer Experience Business Process Outsourcing 52

TeamSupport

APRIL 23, 2024

Customer support in manufacturing is not just a service, but a commitment to nurturing a long-term partnership. Understanding the Importance of Customer Support Customer satisfaction is a necessity for the longevity of a successful business. Providing good customer service fosters trust and loyalty among clients.

Customer Support 52

Customer Support Technology Analytics Feedback 52

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. Personalization and Customer Experience Strategies for Success by Larisa Bedgood.

Customer Service 232

Customer Service Marketing Personalization Customer Experience 232

ShepHyken

DECEMBER 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. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. The article shares the top 30 retailers.

Customer Service 190

Customer Service Call Center Customer Experience Customer Support 190

ShepHyken

FEBRUARY 15, 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. The do’s and don’ts for creating a customer service knowledge base by TechGenyz. It should pay.

Customer Service 247

Customer Service Engineering Self service Technology 247

ShepHyken

JANUARY 17, 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. 7 Customer Service Skills Every Business Needs by Renee Johnson. 6 Ways To Create a Consistent Customer Experience by John R.

Customer Service 167

Customer Service Journey mapping outsourcing Customer Experience 167

ShepHyken

SEPTEMBER 15, 2023

This week, we feature an article by Maria Fintanidou, a copywriter for Moosend , an email marketing automation software. She writes about using email marketing to improve customer service and experience throughout the entire customer journey. Consumers expect brands to offer them memorable and meaningful experiences.

Marketing 146

Marketing Customer Experience Entertainment Customer centricity 146

ShepHyken

JANUARY 31, 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. 10 Ways to Build Trusting Relationships with Your Customers by Atlanta Small Business Network. by Sam Bradley.

Customer Service 161

Customer Service Contact Center Customer Experience Personalization 161

ShepHyken

MARCH 25, 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. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. I wrote a book on it!)

Customer Service 266

Customer Service Surveys Customer Experience Customer Support 266

ShepHyken

MARCH 5, 2021

This week we feature an article from Deb Mukherjee , a SaaS marketer with DelightChat. He shares five customer-related applications worthy of taking your eCommerce customer service to the next level. To increase your store’s sales, the customer experience of the store must be top-notch. What’s customer experience?

Customer Experience 222

Customer Experience SaaS Sales Marketing 222

ShepHyken

NOVEMBER 4, 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. Gypsy and Your Customers Expect Kindness by Chip Bell. And, it doesn’t just apply to customers.

Customer Service 209

Customer Service Personalization Marketing Customer Support 209

ShepHyken

OCTOBER 27, 2023

This week, we feature an article by Srushti Shah, Head of Product Marketing for Middleware. She writes about how flexible workspaces revolutionize work, enhancing customer experiences through cost savings, increased productivity, and a dynamic, collaborative environment.

Customer Experience 142

Customer Experience Feedback Customer centricity CRM 142

ShepHyken

FEBRUARY 19, 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: We start this week’s Top Five roundup with an interview with customer culture expert Jeff Toister.

Customer Service 156

Customer Service Surveys Customer Experience Personalization 156

ShepHyken

OCTOBER 24, 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. PwC Leader: Why Retailers Must Balance Digital-driven Experiences With Human-led Interaction by Judy Mottl.

Customer Service 128

Customer Service B2C B2B SaaS 128

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. Let me count the ways!

Customer Service 186

Customer Service outsourcing Contact Center Customer Support 186

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. My Comment: I’ve been paying attention to how good companies are getting feedback (in the form of customer surveys).

Customer Service 274

Customer Service Surveys Customer Experience Feedback 274

ShepHyken

JANUARY 15, 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. 10 Ways to Boost Customer Satisfaction by G. Customers love it when you know and understand them.

Customer Service 120

Customer Service Benchmark Customer centricity Customer Experience 120