ShepHyken

JUNE 1, 2022

In medical terms, the Mayo Clinic says a narcissistic personality disorder is a mental condition in which people have an inflated sense of their own importance, a deep need for excessive attention and admiration, and a lack of empathy for others. Feedback is a gift. The answers to these questions are why you want feedback.

Feedback 340

Feedback Customer Experience Personalization Customer Service 340

ShepHyken

MARCH 12, 2024

Last week, I wrote an article that compared the different concert experiences I had with two rock legends, Bob Dylan and Ringo Starr. The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction ? It could be military equipment or comic books. Consistency counts!

Personalization 399

Personalization Advertising Feedback Customer Service 399

ShepHyken

JANUARY 23, 2019

A few people went to his website and read his promise to his patients that he appropriately calls “My Personal Promise to You.” The feedback and comments about this promise were excellent, so I thought it was worth sharing with everyone. By the way, at the end of this article, I’ve shared a very important call-to-action for you.

Personalization 312

Personalization Education Feedback Customer Service 312

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. Team Support) Feedback matters in the customer-centric era of business we work in. Here are my top five picks from last week.

Customer Service 302

Customer Service Customer centricity Feedback Personalization 302

ShepHyken

FEBRUARY 14, 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. can give you numbers but the verbatim answers that come with qualitative feedback questions (open-ended questions) can give you some incredible insights.

Customer Service 320

Customer Service Surveys Customer Experience Accountability 320

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. Great question, and heres my answer: Ask and ye shall receive!

Customer Service 180

Customer Service Feedback Personalization Customer Experience 180

ShepHyken

JANUARY 28, 2025

I recently wrote an article in my weekly Forbes.com column titled The Five Business Myths You Cant Believe. It met with plenty of positive feedback, so Im going to share those five myths with you, plus five more. Ive written full articles about some of these topics in the past. That means an individualized experience.

Customer Service 241

Customer Service Customer Support Feedback Technology 241

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 297

Customer Service Surveys Customer Experience Feedback 297

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! There’s a big difference.

Customer Service 286

Customer Service Advertising Feedback Customer Experience 286

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. Then read this article. Here are my top five picks from last week.

Journey mapping 268

Journey mapping Customer Service B2B Analytics 268

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. My Comment: Feedback is crucial to the growth of your team members.

Construction 235

Construction Customer Service Feedback Customer retention 235

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 265

Customer Service B2B Journey mapping Best practices 265

ShepHyken

AUGUST 30, 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. My Comment: Customer experience is a driver of customer loyalty, and that’s exactly how this article starts. My Comment: I love this topic.

Customer Service 44

Customer Service B2B Benchmark Personalization 44

ShepHyken

FEBRUARY 25, 2025

Before I go further, lets give a shout-out to one of our Shepard Letter subscribers, Joe Emmet of Empire Marketing, who suggested the title, which activated the creative force that led to this article. The problem is that few companies acknowledge the feedback, and many customers wonder if their voice is ever heard.

Feedback 340

Feedback Customer Support Surveys Customer Service 340

ShepHyken

SEPTEMBER 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. Actually, it’s more than an article, it’s an entire magazine devoted to CX. Enjoy almost 56 pages of articles, opinions, and interviews.

Customer Service 190

Customer Service Customer centricity Personalization Customer Experience 190

ShepHyken

JULY 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. But I’ll let you discover that one when you read the article. Here are my top five picks from last week.

Customer Service 216

Customer Service Best practices Marketing Customer Experience 216

ShepHyken

JANUARY 16, 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’s a good list that predicts personalization will continue to drive customer loyalty. Here are my top five picks from last week.

Customer Service 43

Customer Service Benchmark Customer centricity Customer Experience 43

ShepHyken

MAY 31, 2019

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. Use customer feedback constructively. Listen to the feedback that your customers give you online and use it to influence your next move. Give your brand a strong personality.

Customer Experience 310

Customer Experience Feedback Construction Personalization 310

ShepHyken

AUGUST 20, 2021

This week we feature an article by Ray?Blakney, There are many ways to do this — you can send them a personalized email thanking them for their business, or better yet, send a handwritten thank-you letter. Whether they give good or bad feedback, listen to your customers and let them know you listen. Build a Referral Program.

Enterprise 423

Enterprise B2B Feedback Marketing 423

ShepHyken

OCTOBER 8, 2021

Behind every subscription is a person.? . Make Note of Feedback. Whenever you receive feedback from a customer (good or bad — but especially when it’s bad), make note of it. . Whenever you receive feedback from a customer (good or bad — but especially when it’s bad), make note of it. . Lead with Empathy.

Best practices 359

Best practices Customer Service Morale Feedback 359

ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service.

Customer Experience 370

Customer Experience Transportation Feedback Metrics 370

ShepHyken

AUGUST 31, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. Positive word-of-mouth and referrals Smooth, personalized customer journeys result in great customer experiences. No more missed opportunities for a sale!

Journey mapping 339

Journey mapping Upselling CRM Feedback 339

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. An experience leads to the development of perception in a person. They look for recommendations from a 3 rd party or another person. Creating personal relationships to build trust .

Customer Experience 406

Customer Experience Customer advocacy Technical Support Finance 406

ShepHyken

APRIL 8, 2020

I could have titled this article “Box of Donuts Research,” but you would have no idea what that means. There are plenty of ways to get feedback. You can get objective and subjective feedback. I could go on and on about the different ways to measure your customer’s feedback. I’ll explain in a moment.

Coaching 320

Coaching Feedback Customer effort Surveys 320

CSM Magazine

MAY 26, 2025

Enterprise support teams are under pressure to deliver fast, consistent service while maintaining a personal touch. As operations expand across teams and borders, personalization becomes a major challengeespecially when managing data privacy, remote workflows, and customer expectations. Whats lost? Welcome back, Sarah!) The result?

Personalization 52

Personalization Customer Service Agent burnout CRM 52

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. My Comment: The obvious way to track customer satisfaction is by asking the customer for feedback. Here are my top five picks from last week.

Morale 166

Morale Customer Service Chatbots Feedback 166

ShepHyken

JULY 15, 2022

This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. Step 3: Due to your generosity, personalized advisory, and ability to identify and solve their problems for free up-front, they decide to sign up with you five days later. No problem.

Coaching 349

Coaching Customer centricity Accountability Feedback 349

ShepHyken

JULY 5, 2019

This week we feature an article by Alexandra Mederrick who writes about why effectively communicating online with your customers is a key to success for any business. According to Epsilon , 80% of consumers are more likely to do business with a company that offers personalized experiences. Do you speak Internet? It’s to head to Google.

Feedback 315

Feedback Self service Best practices Scripts 315

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. Regularly update training materials based on customer feedback. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers.

B2C 356

B2C Customer centricity Feedback Upselling 356

Beyond Philosophy

JUNE 12, 2017

But as this article explains, complaining can become a nasty habit that makes our lives seem worse than they really are. On a personal level, complaining too much is bad because it reinforces negative thoughts and makes people dread being around you. Has complaining affected your business and personal life?

Morale 377

Morale Consulting Consulting Engineering 377

ShepHyken

SEPTEMBER 24, 2021

This week we feature an article by Noa Danon, co-founder and CEO of EverAfter, a company that helps build lasting relationships with customers and partners using data and content. If a prospect searches online or reaches out to their network to find out how you treat your customers after a sale then you want the feedback to be glowing.

SaaS 402

SaaS Sales Customer Experience Upselling 402

ShepHyken

JANUARY 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. I have added my comments about each article and would like to hear what you think too. Here are my top five picks from last week.

Customer Service 160

Customer Service B2C Feedback Marketing 160

CSM Magazine

MAY 26, 2025

In the personal loan industry, competition is growingand so are customer expectations. In this article, well share five practical strategies to build trust and improve service for every borrower. Personalized dashboards. Blog content on personal finance can also position your brand as helpful. Monitor customer feedback.

Personalization 52

Personalization Customer Support Finance Chatbots 52

ShepHyken

APRIL 2, 2021

This week we feature an article by Hannah McCabe , Director of Demand at Stella Connect by Medallia. This statistic points to the fact that modern customers are looking for humanized customer support that understands their pain points and can give them personalized responses to their needs.

Customer Service 303

Customer Service Self service Metrics Average Handle Time 303

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Here’s the guide that lends you an insight into engaging your customers in personalized, meaningful, and relevant ways. Send personalized relevant messages.

Benchmark 311

Benchmark Customer retention Feedback Consulting 311

ShepHyken

FEBRUARY 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. This article starts with a definition that I can live with but is not quite how I would define it. My favorite touches on personalization.

Customer Service 172

Customer Service Gamification Customer retention Customer Experience 172

ShepHyken

OCTOBER 16, 2019

I’m all for getting customer feedback. The gist of that article was about getting more customers to fill out those surveys. Without rehashing the entire article, timing is important. After all, this is where you get feedback. Please, remember me as a person, not a repeat transaction. And don’t make it too long.

Surveys 268

Surveys Feedback Personalization Customer Service 268