ShepHyken

MARCH 3, 2025

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. What Causes Customer Rage Today? This is a powerful and important article that everyone should read. Enough said!

Customer Service 205

Customer Service Customer advocacy Healthcare Consulting 205

ShepHyken

NOVEMBER 3, 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. My Comment: I’ve always said a great customer experience (CX) starts with a great employee experience (EX).

Customer Service 177

Customer Service Entertainment Consulting Consulting 177

ShepHyken

DECEMBER 9, 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. Having been a marketer for over a decade, I deeply understand the impact of a good customer experience. Thats a department.

Customer Service 187

Customer Service B2B Sales Self service 187

ShepHyken

FEBRUARY 16, 2025

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. How do I love my customers? We kick off this weeks Top Five with an article about loving on your customers.

Customer Service 205

Customer Service Journey mapping Customer Support Customer Experience 205

ShepHyken

OCTOBER 20, 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. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? Average won’t cut it.

Customer Service 196

Customer Service Customer centricity Entertainment Airlines 196

ShepHyken

NOVEMBER 18, 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. Unless the customer is trying to take advantage of you, this is sound wisdom. According to this article, it is not.

Customer Service 187

Customer Service CRM Customer Experience 187

ShepHyken

NOVEMBER 11, 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 always preach that our goal should be to not just fix a problem, but to restore customer confidence.

Customer Service 177

Customer Service Surveys Feedback Chatbots 177

ShepHyken

DECEMBER 29, 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 have added my comments about each article and would like to hear what you think too. Connect with Shep on LinkedIn.

Customer Service 187

Customer Service Self service Customer Experience Personalization 187

ShepHyken

MAY 26, 2025

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. Meanwhile, 61% are willing to pay more when visiting a primary care provider, and 68% for better customer service.

Customer Service 196

Customer Service Airlines Surveys Marketing 196

ShepHyken

MARCH 24, 2025

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. Should AI Be Used To Respond to Customer Reviews? This article emphasizes the power of a subscription model.

Customer Service 187

Customer Service Healthcare Customer Experience Contact Center 187

ShepHyken

DECEMBER 1, 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. Having been a marketer for over a decade, I deeply understand the impact of a good customer experience.

Journey mapping 196

Journey mapping Customer Service Customer Experience Marketing 196

ShepHyken

JANUARY 5, 2025

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. My Comment: Retail returns are becoming a costly problem for both retailers and customers. According to this article, 16.5%

Customer Service 177

Customer Service Automotive B2B SaaS 177

ShepHyken

APRIL 27, 2025

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. My Comment: We kick off this week’s top five with an interesting article that comes from the private equity world.

Customer Service 187

Customer Service Surveys Advertising Customer Experience 187

ShepHyken

NOVEMBER 25, 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. My Comment: There has never been a better time to understand your customer’s buying behavior.

Customer Service 177

Customer Service Contact Center Customer Experience Call Center 177

ShepHyken

MARCH 30, 2025

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. Finally, employees must be given the right tools they need to take care of customers.

Customer Service 177

Customer Service Feedback Surveys Customer Experience 177

ShepHyken

FEBRUARY 9, 2025

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. Ive always said that achieving excellence in service and CX is a journey without a destination. He received 396!

Customer Service 187

Customer Service Best practices Customer Experience Analytics 187

ShepHyken

APRIL 13, 2025

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. My Comment: Our opening article is about personalization. Not all customers are the same.

Customer Service 167

Customer Service Surveys B2B Self service 167

ShepHyken

JANUARY 26, 2025

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. The title sums up the gist of the article. What makes a great customer experience? Theres power in personalization.

Customer Service 167

Customer Service Metrics Benchmark Consulting 167

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. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien.

Customer Service 403

Customer Service Customer Support Surveys Self service 403

ShepHyken

SEPTEMBER 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. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. Here are my top five picks from last week.

Customer Service 396

Customer Service B2C B2B Customer retention 396

ShepHyken

JULY 5, 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. They may even make you rethink how you email your customers. 7 ways leaders can model great customer service by Jeff Toister.

Customer Service 391

Customer Service Consulting Consulting Surveys 391

ShepHyken

JANUARY 25, 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. “I Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging.

Customer Service 408

Customer Service Customer Experience Marketing Management 408

ShepHyken

MAY 24, 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. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf.

Customer Service 403

Customer Service Customer retention Contact Center Sales 403

ShepHyken

MARCH 11, 2025

With all the talk of AI, ChatGPT and more, Im often asked when interviewed, Whats changed in customer service? For thousands of years actually about 3,775 years when customers have had a problem or question, they have contacted the company they are doing business with and hoped that it would be resolved to their satisfaction.

Customer Service 220

Customer Service Chatbots Self service Technology 220

ShepHyken

AUGUST 9, 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. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council.

Customer Service 383

Customer Service Benchmark Customer Experience Surveys 383

ShepHyken

DECEMBER 16, 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. Go back and read the first sentence of this very short description, and then read the article. Custom Studio (Inc.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

ShepHyken

JUNE 28, 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. America’s Best Customer Service Companies by Newsweek. Then do a Google search for articles about their success.

Customer Service 378

Customer Service Government Customer Experience Marketing 378

ShepHyken

JANUARY 7, 2025

In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Some people have told me they love the cartoons and dont read the articles. Here is the best from 2024: Rip the Band-Aid Off Communication : Communication is a cornerstone of the customer experience. Your goal is to win back the customers confidence.

Customer Service 205

Customer Service Customer Experience Personalization 205

ShepHyken

JULY 19, 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. The article explains the role is “transitionary,” however I believe that there is no destination. by Mary Drumond.

Chief Customer Officer 385

Chief Customer Officer Customer Service Best practices Contact Center 385

ShepHyken

OCTOBER 25, 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. What Kind of CX Do Customers Really Want? My Comment: How do customers prefer to reach out to you for help and support?

Customer Service 383

Customer Service Chatbots B2C Consulting 383

ShepHyken

JUNE 2, 2025

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. My Comment: When does AI work best for customer service? As the article implies, it helps people act more human.

Customer Service 177

Customer Service Chatbots Airlines Personalization 177

ShepHyken

MARCH 17, 2025

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. My Comment: We kick off this weeks Top Five Roundup with an article about Gen Z and their CX expectations.

Customer Service 205

Customer Service Contact Center Sales Customer Experience 205

ShepHyken

JANUARY 14, 2025

One of our Shepard Letter subscribers recently asked, How come you didnt do an article on customer service or experience New Years resolutions? There are plenty of articles that have been published about how New Years resolutions are easily broken and, ultimately, useless. Im going to approach this differently.

Customer Service 177

Customer Service Feedback Personalization Customer Experience 177

ShepHyken

JUNE 3, 2025

And as good as these experiences are, are they good enough to get customers to return? Recently, I read a MarTech article about creating emotional connections through CX memories and how B2B and B2C brands are winning over customers with memory-driven CX. CLICK HERE to read the original article.)

Journey mapping 295

Journey mapping B2C Engineering B2B 295

CCNG

MARCH 12, 2025

In todays fast-paced world, customer service is all about speed. Customers dont care how much information you have they care about how fast you can solve their problem. When a customer is on hold or waiting for a response, time is critical. This leads to happier agents, which in turn leads to better customer service.

Customer Service 195

Customer Service CCNG First call resolution Morale 195

ShepHyken

MARCH 27, 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. This article is about taking care of employees so they will take better care of your customers. How much more?

Customer Service 57

Customer Service B2B Customer retention CRM 57

ShepHyken

APRIL 21, 2025

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. What Are the Results from GenAI in Customer Service? Here are my top five picks from last week.

Customer Service 177

Customer Service Airlines Customer emotions Sales 177