ShepHyken

NOVEMBER 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg. Here are eight ways!

Customer Service 272

Customer Service Customer Support Self service Customer Experience 272

ShepHyken

JUNE 17, 2024

Each week, I read many customer service and customer experience articles from various resources. Here’s the first line of the article: “Let’s talk about awkward customers… You know, the ones that make you seriously think that some people aren’t worth doing business with!” Here are my top five picks from last week.

Customer Service 213

Customer Service Consulting Consulting Enterprise 213

ShepHyken

SEPTEMBER 8, 2024

Each week, I read many customer service and customer experience articles from various resources. Quality customer service will not only impress new customers but will also be a key motivator in their decision to stick around for the long term. Here are my top five picks from last week.

Customer Service 213

Customer Service Self service Marketing Personalization 213

ShepHyken

SEPTEMBER 15, 2024

Each week, I read many customer service and customer experience articles from various resources. Beat Your Best Quality Scores – 15 Quick Wins by Megan Jones (Call Centre Helper) Improving quality scores in customer service is an ongoing process that requires dedication, effective communication, and continuous training.

Customer Service 213

Customer Service Airlines Self service CRM 213

ShepHyken

JUNE 14, 2021

Each week I read many customer service and customer experience articles from various resources. Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. As the author of this article calls it, there is a customer service gap, a disconnect. Forget Brand Loyalty.

Customer Service 250

Customer Service Customer retention Personalization Surveys 250

ShepHyken

OCTOBER 4, 2021

Each week I read many customer service and customer experience articles from various resources. 7 Techniques That Are Key to Customer Retention Today by John Hall. Magazine) It’s a business axiom that holding on to existing customers is more lucrative than acquiring new ones.

Customer Service 254

Customer Service Customer retention Marketing Customer Experience 254

ShepHyken

SEPTEMBER 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Helping Companies & Organizations Create an Amazing Customer-Focused Culture by CXO Magazine This week, we’re starting the Top Five roundup with a Bonus article. Thank you CXO Magazine for this honor!

Customer Service 183

Customer Service Customer centricity Personalization Customer Experience 183

ShepHyken

MAY 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. Bad Experiences Aren’t Always The Problem for Companies by Mary Drumond. Likewise, negative experiences aren’t a guarantee that customers will leave. Here are my top five picks from last week.

Customer Service 241

Customer Service Chatbots Customer retention Marketing 241

ShepHyken

FEBRUARY 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Lessons From a Customer Service Failure by Jill Schiefelbein. Every interaction is a chance for your employees to communicate the experience that your brand provides. by Adrian Swinscoe.

Customer Service 227

Customer Service B2B B2C Consulting 227

ShepHyken

JUNE 17, 2020

You renew your subscription to a magazine, a maintenance contract or a software program. What if renewal simply meant that the customer comes back—again and again? But what happens when the product is something the customer may buy every few years? You can’t wait until just before you think the customer may buy from you again.

Customer Service 397

Customer Service Sales Customer Experience Management 397

ShepHyken

NOVEMBER 22, 2021

Each week I read many customer service and customer experience articles from various resources. 6 Ways To Create Customer Experience Consistency Throughout Your Organization by John R. Franchise Update Media) Is the level of experience your customers receive dependent on which employee they encounter?

Customer Service 225

Customer Service Customer Experience Surveys Management 225

ShepHyken

SEPTEMBER 12, 2022

Each week I read many customer service and customer experience articles from various resources. Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do. How to Overcome the 5 Most Common Customer Service Issues by HR News. (HR

Customer Service 38

Customer Service Customer retention Marketing Customer Experience 38

ShepHyken

FEBRUARY 10, 2021

I was reading an article by Jeff in a magic magazine. The point he was making was that the customer experience begins the moment the customer connects with you, not when they see you on stage or in person. It happens between the moment the customer thinks of you and the time they actually buy.

B2C 329

B2C Entertainment B2B Sales 329

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. Magazine) Employee turnover is always a stressful situation. The customer experience really starts on the inside of an organization with the employee experience. Take care of employees and they stay.

Customer Service 225

Customer Service Chatbots B2C B2B 225

ShepHyken

SEPTEMBER 22, 2024

Each week, I read many customer service and customer experience articles from various resources. Your Customers Are Changing Fast, Are You? My Comment: CNBC’s Jim Cramer says AI’s real value is in customer service. Magazine) Did you hear the one about the loyal Costco member who went to buy a $4.99

Customer Service 206

Customer Service Banking Enterprise Customer Experience 206

ShepHyken

AUGUST 30, 2021

Each week I read many customer service and customer experience articles from various resources. 10 Companies That Are Moving The Needle in Customer Experience by Comparably. There have never been more ways to engage a customer than right now. What Does it Take to Deliver a Great Customer Experience?

Customer Service 42

Customer Service B2B Benchmark Personalization 42

ShepHyken

OCTOBER 26, 2020

Each week I read a number of customer service and customer experience articles from various resources. For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. Here are my top five picks from last week.

Customer Service 231

Customer Service Customer centricity B2B Contact Center 231

ShepHyken

JULY 25, 2022

Each week I read many customer service and customer experience articles from various resources. My Comment: Many companies are finding it difficult to create a great customer experience due to getting and keeping good employees. CX + EX: The Formula for a Customer-Obsessed Culture by Nathan Eddy.

Customer Service 36

Customer Service Chief Customer Officer Automotive Wait times 36

Peter Lavers

JUNE 6, 2021

We are delighted to announce that our founding director Peter Lavers has again been recognised as one of the World’s top 50 customer experience influencers, this time by The Awards Magazine. ” You can read the full list of Award Magazine’s top 50 influencers by clicking here. I’m honoured!”

Customer Experience 130

Customer Experience Management Customer centricity CRM 130

ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. They expect you to be there, to know their history as a customer, and to treat them with priority and respect.

Customer Service 191

Customer Service Customer retention Metrics Advertising 191

ShepHyken

JULY 22, 2022

However, they are ready to wait if the website provides an excellent customer experience and keeps them in the loop during the outage. Let us look at the status page concept and its hidden potential for securing clients’ base and improving customer experience during downtime. . Keep Customers Informed .

Customer Experience 191

Customer Experience APIs Customer Service Management 191

ShepHyken

MAY 7, 2018

Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. Why are customers embracing texting? How to set a return policy that works for the customer and you by Sam Kliger.

Customer Service 198

Customer Service CRM Customer Experience Marketing 198

ShepHyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. VentureBeat) Excellent customer service is vital to the long-term success of any business. The study, which examined 3.7

Customer Service 206

Customer Service Call Center Customer Experience Customer Support 206

ShepHyken

MAY 26, 2024

Each week, I read many customer service and customer experience articles from various resources. by Alex Bitca (Retently) Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? (See See my article on the Top 14 Customer Service and CX Metrics.)

Customer Service 198

Customer Service B2B Marketing Metrics 198

ShepHyken

JULY 25, 2023

Empathy in Customer Service I’m sorry for the somewhat morbid title, but I wanted to catch your attention. Afterward, the family tried several times to cancel a newspaper subscription, but the publisher’s customer service agent kept saying, “No.” In this case, the customer is a pet.

Customer Service 59

Customer Service Accountability Management Customer Experience 59

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. You’ll love the four words.

Customer Service 191

Customer Service Metrics Call Center Customer Experience 191

ShepHyken

JUNE 13, 2022

Each week I read many customer service and customer experience articles from various resources. CustomerThink) Some of us are old enough to remember when subscriptions were limited to just sports clubs, newspapers, and magazines. If you say the word “subscription,” most people think of magazines and newspapers.

Customer Service 174

Customer Service Government Customer Experience Sales 174

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts. Our customer service research supports the theme.

Customer Service 174

Customer Service Customer retention Self service Engineering 174

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument.

Customer Service 182

Customer Service Morale Customer retention Marketing 182

ShepHyken

JANUARY 24, 2022

Each week I read many customer service and customer experience articles from various resources. 5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. Michelle MacCarthy of Unit4 shares practical steps to fulfil the customer-centric promise.

Customer Service 174

Customer Service Customer centricity Personalization Customer Experience 174

ShepHyken

NOVEMBER 7, 2022

Each week, I read many customer service and customer experience articles from various resources. If You Don’t Love Your Customers, Someone Else Will by Melissa Henley. Whether you call it compassion, or kindness or respect, love for customers is key to setting your organization apart. All You Need Is Love.”

Customer Service 39

Customer Service B2B Customer Experience Marketing 39

ShepHyken

DECEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. A cause or social issue contributes to the customer experience, especially with Gen Z.

Customer Service 183

Customer Service Brand ambassadors Contact Center Customer Support 183

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

Customer Service 164

Customer Service Customer advocacy Average Handle Time Customer centricity 164

ShepHyken

DECEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. But, what happens when the customers leave? This article makes the case that winning your customers back is also less expensive. 4 Ways AI Can Improve the Customer Service Agent Experience by Puneet Mehta.

Customer Service 191

Customer Service Coaching Marketing Call Center 191

ShepHyken

FEBRUARY 7, 2022

Each week I read many customer service and customer experience articles from various resources. 9 Ways to Build Customer Loyalty by Ken Peterson. Over 30 industry leaders — from customer experience speakers to contact center leaders — have shared their thoughts with Marc. One thing was clear.

Customer Service 38

Customer Service Contact Center Consulting Consulting 38

ShepHyken

MAY 2, 2022

Each week I read many customer service and customer experience articles from various resources. The True Costs of Bad Customer Experience Management by Brittany Hodak. No matter your industry, your customers can find another option out there. Here are my top five picks from last week.

Customer Service 183

Customer Service Customer centricity Customer Experience Customer Care 183

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 156

Customer Service B2C Customer retention Government 156