ShepHyken

APRIL 23, 2021

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. In this article, we’ll discuss why your brand should consider upping its customer service game on social media and take a look at some brands that do it well. . 5 brand examples of great customer service on social media .

Customer Service 314

Customer Service Advertising B2B Chatbots 314

ShepHyken

NOVEMBER 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. My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience.

Customer Service 163

Customer Service Self service Surveys Contact Center 163

ShepHyken

JANUARY 28, 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. This article shares something I had not heard of: how Walt Disney created “the desired path.” Here are my top five picks from last week.

Customer Service 163

Customer Service Consulting Consulting Customer Experience 163

ShepHyken

JULY 31, 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: I’m always quick to pick up an article that covers how to handle customer complaints. My Comment: This is a fun article.

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156

HelpCrunch

OCTOBER 13, 2021

You’ve probably read the title and thought: “Article that answers EVERY question – are you kidding me?” The post How to Write Knowledge Base Articles That Answer Every Customer Service Question [With Examples] appeared first on HelpCrunch blog. Actually, we are not.

Customer Service 118

Customer Service 118

ShepHyken

FEBRUARY 1, 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 always enjoy articles that teach lessons from iconic companies, and in this case the company is FedEx.

Customer Service 344

Customer Service B2B Best practices Customer Experience 344

ShepHyken

OCTOBER 1, 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: For those in the customer support world, this article is for you. As you read this article, keep that in mind.

Customer Service 159

Customer Service Average Handle Time Contact Center Metrics 159

ShepHyken

OCTOBER 9, 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. The five ideas in this article are a great place to start. The examples used in the article come from Starbucks, Disney, Apple, and Ritz-Carlton.

Customer Service 155

Customer Service Airlines Customer Experience Technology 155

ShepHyken

JANUARY 2, 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. In this article, there are four of them, and two of them are worth paying close attention to. Here are my top five picks from last week.

Customer Service 161

Customer Service Customer Experience Sales Management 161

ShepHyken

MAY 3, 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: About a month ago I included an article about Sweetwater as part of the Top Five Roundup. This company is on my radar.

Customer Service 269

Customer Service Entertainment Banking Marketing 269

ShepHyken

JANUARY 18, 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. For example, I believe you should obsess about customer journey maps, but they have to be done right. Follow on Twitter: @Hyken.

Customer Service 311

Customer Service B2B Journey mapping Chatbots 311

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. My Comment: I love a great list, and there will be a few of them on this weekly roundup of excellent customer service and CX articles.

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

AUGUST 16, 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. 16 Great Customer Service Tips and Examples by Tom Coombe. For example, how hard is it to answer the phone (quickly)? I love the GIF’s!

Customer Service 222

Customer Service Technology Marketing Contact Center 222

ShepHyken

JUNE 11, 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. After reading the article, ask, “What do you think our the customers that don’t do business with us anymore didn’t tell us?”

B2B 156

B2B Customer Service B2C Advertising 156

ShepHyken

NOVEMBER 15, 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 company has built one of the best examples of a customer service organization I’ve seen. You may find some answers in this article.

Customer Service 179

Customer Service Metrics Call Center Customer Experience 179

ShepHyken

DECEMBER 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. This article should spark some ideas. Read the article and brainstorm how one or two (or all) of these apply to your business.

Customer Service 360

Customer Service Self service Consulting Consulting 360

ShepHyken

JUNE 13, 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. My Comment: We kick off this week’s Top Five with an article about the subscription model. This article has the answer. Sign Me Up!

Customer Service 167

Customer Service Government Customer Experience Sales 167

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. This article has some examples of good and bad vision statements, but they are all short. Then you must read this article.

Customer Service 296

Customer Service Enterprise Analytics Customer Experience 296

Callminer

APRIL 21, 2020

This article describes the Voice of the Customer process in great detail and provides a few useful templates and examples of the functions that comprise such a VOC system.

182

182

ShepHyken

NOVEMBER 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. My Comment: Vala Afshar has seen this weekly roundup of the best customer service and CX articles a number of times. by Chip Bell.

Journey mapping 267

Journey mapping B2C Customer Service B2B 267

ShepHyken

JUNE 6, 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. I love his articles. That’s why this article in Travelers Today caught my eye. Here are my top five picks from last week.

Customer Service 167

Customer Service Best practices Customer Experience Sales 167

ShepHyken

MAY 9, 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. The title of the article asks an important question, and the answer depends on the situation. Here are my top five picks from last week.

Customer Service 167

Customer Service Engineering Personalization Surveys 167

ShepHyken

MAY 16, 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. My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter.

Customer Service 161

Customer Service Airlines Metrics Journey mapping 161

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. And even though the article is focused on retail, this concept can work in almost any industry. Here are my top five picks from last week.

Customer Service 167

Customer Service Customer retention Engineering Self service 167

Help Scout

AUGUST 22, 2023

We've pulled together 10 creative live chat examples so you can see how useful chat can be in helping you meet a variety of company goals. Read the full article

98

98

ShepHyken

APRIL 18, 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. My Comment: This is an interesting article from the retail world where the author claims that in the midst of 7.5% Tracking Customer Experience?

Customer Service 173

Customer Service Customer centricity Customer Experience Sales 173

ShepHyken

FEBRUARY 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. This short article makes some good points. Think of the examples where buying was a frustrating experience. by Rebecca Bellan.

Customer Service 173

Customer Service Customer retention Construction Chatbots 173

ProProfs Blog

JANUARY 18, 2022

Therefore, in this article, we’ve discussed the ratio scale about what it is, how it can be used, its characteristics, advantages, and ratio scale examples. Ratio scale examples: “ For how many years have you been working with this company? ”. For example, “one man is twice as old as the other” or “6 has twice the value as 3”.

Surveys 146

Surveys Sales Marketing Customer Support 146

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. Great reminders here.

Customer Service 281

Customer Service Customer Support Customer Experience 281

Help Scout

AUGUST 22, 2023

These 18 inspirational knowledge base examples will help you create a great knowledge base and improve your self-service support in 2022. Read the full article

Self service 90

Self service 90

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. I Debate Myself by Steve Olenski.

Journey mapping 298

Journey mapping Customer Service B2C Big data 298

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. For example, if a customer complains about being overcharged, the company may respond with an apology and issue a refund. 3 Amazing Examples of Closing the Customer Feedback Loop.

Feedback 232

Feedback Surveys Technical Support Personalization 232

Help Scout

MAY 6, 2024

Read the full article When something goes wrong, that’s not the end of the story. Learn how to turn a negative situation into a positive customer experience with a service recovery plan.

Customer Service 44

Customer Service Customer Experience 44

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. 7 Must-Know Types of Customer Survey Questions with Tips and Examples by Delighted. Here are my top five picks from last week.

Customer Service 288

Customer Service Surveys Customer Experience Feedback 288

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. He discusses the difference between the customer’s expectation and the reality of the brand’s execution, using an example from a fast-food restaurant.

Customer Service 156

Customer Service Surveys Customer Experience Personalization 156

ShepHyken

DECEMBER 3, 2018

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. There is a lot to learn from this short article about a commercial airline captain that recognized his job was to do more than just fly the plane.

Customer Service 254

Customer Service Airlines Customer retention Customer Experience 254

ShepHyken

JANUARY 22, 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. The article starts with stats and facts that make a case for why delivering excellent service is non-negotiable.

Customer Service 120

Customer Service Contact Center Self service Consulting 120