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. We kick off this weeks Top Five with an article about loving on your customers. In the authors words, Personalization wins loyalty.

Customer Service 205

Customer Service Journey mapping Customer Support Customer Experience 205

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. The list is really a reminder of the type of person we want to engage with our customers. Here are my top five picks from last week.

Customer Service 187

Customer Service Self service Customer Experience Personalization 187

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. According to this article, 16.5% My Comment: This is an excellent article on customer loyalty programs.

Customer Service 177

Customer Service Automotive B2B SaaS 177

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. The one-sentence summary of this article is that a major determinant of a customer’s “happiness level” with a company or brand is staff friendliness.

Customer Service 177

Customer Service Surveys Feedback Chatbots 177

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. My Comment: This weeks Top Five roundup begins with an article about AI responding to customer reviews. For the business, its simple.

Customer Service 187

Customer Service Healthcare Customer Experience Contact Center 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. While this article may be basic for some of our readers, if anyone can explain how AI works in customer service, it’s IBM.

Customer Service 196

Customer Service Airlines Surveys Marketing 196

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. Make the Complicated Simple : The quote I used in the opening paragraph of this article sums up the point. If you are more of a visual person, check out my videos on ShepTV.

Customer Service 205

Customer Service Customer Experience Personalization 205

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. It starts with the two Ps: personalization and proactivity. My Comment: Our opening article is about personalization.

Customer Service 167

Customer Service Surveys B2B Self service 167

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. This article explains some of the benefits of understanding what customers buy and the process they go through as they decide to do so.

Customer Service 177

Customer Service Contact Center Customer Experience Call Center 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. This article focuses on how the NFL (National Football League for those outside the US) continues to work on the customer/fan experience.

Customer Service 187

Customer Service Best practices Customer Experience Analytics 187

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. Theres power in personalization. Here are my top five picks from last week.

Customer Service 167

Customer Service Metrics Benchmark Consulting 167

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 396

Personalization Advertising Feedback Customer Service 396

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. This article provides a comprehensive overview of Medallia’s contributions to the CX landscape, particularly in the area of CX measurement.

Customer Service 177

Customer Service Feedback Surveys Customer Experience 177

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. Here are my top five picks from last week.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

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. My Comment: Dale Carnegie said, “A person’s name is to him or her the sweetest and most important sound in any language.”

Customer Service 403

Customer Service Customer retention Contact Center Sales 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. Consider this article as a launch into a discussion about how to be more convenient for your customers. Here are my top five picks from last week.

Customer Service 396

Customer Service B2C B2B Customer retention 396

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. As the article implies, it helps people act more human. This article is filled with information about when AI works best and when it doesnt.

Customer Service 177

Customer Service Chatbots Airlines Personalization 177

ShepHyken

JUNE 3, 2025

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. 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.

Journey mapping 295

Journey mapping B2C Engineering B2B 295

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. Brian Solis has a compelling article about this very topic. Here are my top five picks from last week. Think about that!

Customer Service 358

Customer Service First call resolution Contact Center Best practices 358

ShepHyken

SEPTEMBER 6, 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: This excellent Wall Street Journal article starts with a story about a company doing something special to “delight” their customers.

Customer Service 69

Customer Service Best practices Metrics Customer effort 69

ShepHyken

MAY 31, 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. This week he posted a great article about what never to say to customers. This article looks at the ways that the CES can be improved.

Customer Service 345

Customer Service Chatbots Customer effort Scripts 345

CCNG

JANUARY 29, 2025

Some systems can even work at conversational speed, providing quick solutions without requiring agents to sift through multiple articles to try and find the right answer for the customer. Personalized Access and Permissions: KMS tools provide flexible permission levels so teams or roles can access tailored information.

Multi-channel support 311

Multi-channel support CCNG Management Contact Center 311

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. The one-word answer is: experience.

Customer Service 205

Customer Service Contact Center Sales Customer Experience 205

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 318

Customer Service Surveys Customer Experience Accountability 318

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. How can AI provide efficient, automated service without losing the human touch that makes guest interactions personal and memorable?

Customer Service 177

Customer Service Airlines Customer emotions Sales 177

ShepHyken

MARCH 10, 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: As companies and brands use AI to help create personalized experiences, the topics of trust and transparency arise.

Customer Service 177

Customer Service Entertainment Personalization Metrics 177

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. Read the article and find out.

Customer Service 57

Customer Service B2B Customer retention CRM 57

ShepHyken

SEPTEMBER 8, 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. 48 Percent of Consumers Want to Speak to a Real Person in Customer Services by Direct Commerce Magazine (Direct Commerce Magazine) Twilio Inc.,

Customer Service 220

Customer Service Self service Marketing Personalization 220

ShepHyken

SEPTEMBER 22, 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: Let’s start this week’s Top Five roundup with an excellent article from fellow CX expert Joseph Michelli. Why is this important?

Customer Service 212

Customer Service Banking Enterprise Customer Experience 212

ShepHyken

JULY 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. My Comment: The Olympics have officially begun, so it seems appropriate to lead with this article in this week’s Top Five roundup.

Customer Service 212

Customer Service Chatbots Morale Self service 212

ShepHyken

AUGUST 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. This article tells the story and shares the lessons any company can use in the face of a CX crisis. Here are my top five picks from last week.

Customer Service 220

Customer Service Airlines Self service Government 220

ShepHyken

AUGUST 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. This article shares the concerns you should consider when putting technology between your customer and a live support agent.

Customer Service 220

Customer Service Customer centricity Chatbots Self service 220

ShepHyken

APRIL 6, 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: Were in April, and there are still articles about top trends for 2025. Here are my top five picks from last week.

Customer Service 187

Customer Service B2C B2B Self service 187

ShepHyken

JANUARY 28, 2025

I recently wrote an article in my weekly Forbes.com column titled The Five Business Myths You Cant Believe. Ive written full articles about some of these topics in the past. However, todays customers want a personalized experience. Some very popular business sayings are potentially detrimental to your organization.

Customer Service 238

Customer Service Customer Support Feedback Technology 238

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 212

Customer Service Best practices Marketing Customer Experience 212

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 187

Customer Service Customer centricity Personalization Customer Experience 187

ShepHyken

MARCH 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: We kick off this week’s Top Five roundup with an excellent article on the most popular topic of the day (probably the year), AI.

Customer Service 212

Customer Service Call Center Call center experience Chatbots 212