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. This article will give you a good start to understanding what makes for a good question that will get you the insights you need. by Janelle Estes.

Customer Service 309

Customer Service Surveys Customer Experience Accountability 309

ShepHyken

SEPTEMBER 24, 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 comprehensive article covers the advantages of the survey and how to calculate the score correctly. How do they do it?

Customer Service 174

Customer Service Morale Surveys Consulting 174

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 273

Customer Service Entertainment Banking Marketing 273

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. My Comment: If you’re interested in loyalty programs, this article is excellent. Here are my top five picks from last week.

Customer Service 166

Customer Service Contact Center Customer centricity Banking 166

ShepHyken

DECEMBER 24, 2023

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. We’ll learn from the CXO of Bobby Jones Links (golf company) about employee empowerment and personalized customer experiences.

Customer Service 158

Customer Service B2C B2B Customer Experience 158

CCNG

SEPTEMBER 27, 2023

When the customer finally gets a hold of a live person, the agent needs to calm down the frustrated customer before they can help them. DO MORE WITH LESS There is a difference between a knowledge base and knowledge management systems. A knowledge management system can be used with all agent channels and should have an AI component.

Management 195

Management Average Handle Time Self service First call resolution 195

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. I can’t think of a better way to start this week’s roundup than with this article that compiled five “Hallmark” type holiday stories.

Customer Service 162

Customer Service Self service Customer Experience Personalization 162

ShepHyken

JUNE 14, 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. As the author of this article calls it, there is a customer service gap, a disconnect. My Comment: Personalization continues to be a hot topic.

Customer Service 236

Customer Service Customer retention Personalization Surveys 236

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. I have added my comment about each article and would like to hear what you think too. My Comment: If you like beer, you will love this article.

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156

ShepHyken

NOVEMBER 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. Harvard Business Review) Years ago, in the legacy, on-premises world of siloed call centers, in-house CX management was much simpler. It’s a video.

Customer Service 175

Customer Service Banking Customer effort Marketing 175

ShepHyken

DECEMBER 5, 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. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business.

Customer Service 175

Customer Service Gamification Customer Support Customer centricity 175

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

FEBRUARY 8, 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: With Valentine’s Day next Sunday, I thought this is an appropriate article to start this week’s Top Five roundup.

Customer Service 240

Customer Service B2B Chatbots Self service 240

ShepHyken

JUNE 21, 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. This article may give you some insights as to why. If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article.

Customer Service 200

Customer Service Marketing Personalization Customer Experience 200

Playvox

AUGUST 25, 2022

As workforce management professionals, we are faced with the daunting task of figuring out the ideal forecast, matching that forecast with a schedule and then making sure that our “master plan” works in the real world – meaning all the people that we are counting on for their shifts work their shifts as planned. ENJOYING THIS ARTICLE?

Personalization 85

Personalization Management Schedule adherence Average Handle Time 85

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. My Comment: If you’re a baseball fan, you will love this article. As I read this article, that’s exactly what I found.

Customer Service 162

Customer Service Coaching Customer Support Customer Experience 162

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. It helps understand the customer better, allows you to personalize (at scale) marketing messages, improve the shopping experience, and more.

Journey mapping 175

Journey mapping Customer Service Customer Experience Contact Center 175

ShepHyken

DECEMBER 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. ZDNet) Service and support channels have been flooded by anxious customers seeking new levels of empathetic, personalized engagement.

Customer Service 346

Customer Service Entertainment Customer Experience Marketing 346

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. Once you understand your limitations, you can discover the actual number of people you can effectively manage. Yep, you guessed right, not much.

Management 392

Management Accountability Consulting Consulting 392

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. This article gives us a glimpse into the benefits of AI as it applies to customer service. The article shares the top 30 retailers.

Customer Service 194

Customer Service Call Center Customer Experience Customer Support 194

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 156

Customer Service Entertainment Banking Marketing 156

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. My Comment: I really liked this article. Follow on Twitter: @Hyken.

Customer Service 261

Customer Service Customer Support Self service Customer Experience 261

ShepHyken

APRIL 25, 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 customer service statistics , and this short article has several. Here are my top five picks from last week. The headline is a fun one.

Customer Service 162

Customer Service B2B Surveys Best practices 162

ShepHyken

DECEMBER 5, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit.

Customer Service 308

Customer Service Customer retention Personalization Customer Experience 308

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. That’s Person-to-Person.) Building a Robust Customer Experience Management Strategy: Lessons From Nike by Vandita Grover.

Airlines 249

Airlines Customer Service Automotive Customer Experience 249

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. Here’s another article about surveys with some good suggestions. At some point, most companies will be forced into managing a crisis.

Customer Service 278

Customer Service Surveys Customer Experience Feedback 278

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. The gold in the article is his simple three-step approach to building a customer-focused culture. This article goes on to share nine ideas.

Customer Service 156

Customer Service Surveys Customer Experience Personalization 156

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. People are returning to non-essential businesses (in person) to do shopping.

Construction 230

Construction Customer Service Feedback Customer retention 230

ShepHyken

JANUARY 8, 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: This week’s Top Five roundup will include articles with LOTS of content in the form of lists. Look no further!

Customer Service 120

Customer Service Consulting Consulting Customer Experience 120

ShepHyken

OCTOBER 26, 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 short article focuses on three “pillars” you want to consider when driving a customer-focused organization.

Customer Service 221

Customer Service Customer centricity B2B Contact Center 221

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. According to Gartner, the average person will have more conversations with bots than their spouse by 2020. So is the word guest.

Customer Service 312

Customer Service Chatbots Customer Experience Personalization 312

ShepHyken

NOVEMBER 9, 2023

This week, we feature an article by Natasha Thakkar, Content Marketing Manager at Oleeo. She writes about the five ways to become an effective and efficient customer service manager. Either way, this article is for you. A customer service manager’s main priority is to retain customers.

Customer Service 139

Customer Service Management Feedback Chatbots 139

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 250

Journey mapping Customer Service B2B Analytics 250

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. 13 Ways To Leverage The Trust-Building Power Of Company And Personal Accolades by Expert Panel. Here are my top five picks from last week.

Customer Service 196

Customer Service Airlines Customer Experience Marketing 196

ShepHyken

OCTOBER 22, 2021

Personalize your customer avatars and have your team members learn about them. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes article: Choose Your Words Wisely: The Right Words Matter!

Customer Experience 362

Customer Experience Management Finance Banking 362

ShepHyken

JUNE 25, 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. This article shares five ways to do so. Personalization Matters: 12 Ways For Brands To Increase Customer Loyalty by Forbes Agency Council.

Customer Service 213

Customer Service B2B Personalization Enterprise 213

ShepHyken

SEPTEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. It’s more important than ever to manage all of these channels with a consistent CX. Here are my top five picks from last week. Take Starbucks as an example.

Journey mapping 303

Journey mapping Customer Service Contact Center Airlines 303