ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. That’s Not My Department” and 10 Other Phrases Customers Hate. Three C’s of Customer Service Success.

Customer Service 303

Customer Service Technology Customer Care Customer Experience 303

ShepHyken

JANUARY 2, 2024

This means they no longer compare you to your direct competitors but to their best experiences with their favorite companies. Employee experience is as important as customer experience. How employees feel in your company directly affects the experience they provide your customers.

Customer Experience 212

Customer Experience B2C B2B Customer centricity 212

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. Here are my top five picks from last week.

Customer Service 196

Customer Service Government Customer centricity Customer Experience 196

ShepHyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. The employee experience (EX) drives a better customer experience (CX). When you do, you’ll have a better 2024 – and so will your customers! Happy New Year!

Customer Service 231

Customer Service Customer retention Customer Experience 231

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Government 190

Government Customer Service B2B B2C 190

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Through chatbots and empathy simulators are transforming customer service by taking over tasks traditionally done by humans, such as speech recognition, empathy, and decision-making.

Customer Service 190

Customer Service Call Center Chatbots Call center experience 190

ShepHyken

JULY 21, 2021

Even if you didn’t read my past articles or watch my videos about this, you still know and understand it. In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. You applauded and I took center stage.

Customer Service 436

Customer Service Customer Experience 436

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Customer Service 151

Customer Service Chatbots Self service Customer Care 151

Nicereply

APRIL 21, 2022

Video is one of the most engaging, accessible, and eye-catching ways of promoting and successfully marketing a business nowadays. The rise in video use by so many brands has demonstrated the tremendous value that this type of marketing can bring to a company. Update the information in your videos regularly.

Customer Service 98

Customer Service Scripts Consulting Consulting 98

Myra Golden Media

JUNE 29, 2021

Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National Customer Service Week! This year’s theme is, Celebrating the Heart of Service. And I’m facilitating five online video sessions!!! Head over to [link] to sign up.

Customer Service 317

Customer Service Customer Experience 317

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: This is a fun article to read, starting off with this question: Is your customer experience strategy a Broadway hit? Here are my top five picks from last week.

Customer Service 155

Customer Service Airlines Customer Experience Technology 155

CX Global Media

OCTOBER 31, 2018

While I knew our time together would be full of sharing and insight, I especially loved the way he was able to answer the nagging question, “What’s the difference between customer service and customer experience?”. You know really the thing that I’ve been passionate about my entire life is customer service.

Customer Experience 207

Customer Experience Customer Service Chief Customer Officer Contact Center 207

Beyond Philosophy

JANUARY 25, 2024

Since my request, we were lucky enough to have a new one from Justin Stafford ( justin@customersmarts.co ), founder of Customer Smarts , based in Sydney, Australia, and podcast host of “Customer Smart.” Justin shared how sports can teach us a lot about how to improve your Customer Experience.

Customer Experience 195

Customer Experience Customer centricity Finance Sales 195

ShepHyken

SEPTEMBER 10, 2021

Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. .

Customer Experience 243

Customer Experience Advertising Employee engagement Sales 243

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. Retail Customer Experience) Sweetwater Sound Inc.,

Customer Service 269

Customer Service Entertainment Banking Marketing 269

ShepHyken

NOVEMBER 25, 2022

She discusses the difference between transactional and relational customer service. Effective customer service should contribute to a positive relationship between the organization and the customer. Beyond convenience, customer service should develop customers’ sense of belonging and recognition.

Customer Service 190

Customer Service B2C B2B SaaS 190

Taylor Reach Group

MAY 14, 2019

There was a time where video games were purchased, played and completed with no reason to interact with their creators. The enjoyment to be had was contained within a small window of experience and replay-ability reserved for the most dedicated of fans. by JD Fairweather. But the model is proving hard to execute.

Customer Service 121

Customer Service Consulting Consulting Morale 121

ShepHyken

AUGUST 4, 2023

This week, we feature an article by Srushti Shah, a digital marketer focused on effectively helping her clients and customers achieve their desired results. She writes about how artificial intelligence and machine learning technology can help businesses automate processes and put more focus on delivering amazing customer experiences.

Customer Experience 156

Customer Experience Technology Accountability Marketing 156

NobelBiz

FEBRUARY 7, 2023

Contact center can play a crucial role in improving services and products by providing insights and feedback that can inform strategic decision making. The theme of using customer experiences to inform product and service improvement has been present for three decades, even though the labels and emphasis may change over time.

Customer Service 52

Customer Service Contact Center Feedback Customer Experience 52

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. The release of the “ How It’s Made ” videos is a perfect example of this.

Customer Experience 169

Customer Experience Accountability Customer Service Customer Care 169

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer Service 167

Customer Service Customer retention SaaS Best practices 167

Myra Golden Media

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. Engage with video. What advice can you give me?

Customer Service 317

Customer Service Morale Contact Center Call Center 317

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. They demand highly convenient and fast service. I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

ShepHyken

SEPTEMBER 2, 2022

This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus , a company that provides tech-enabled customer service solutions. He writes about building a great customer experience is integral to the success of any organization. What is a Customer Experience Strategy? .

Customer Experience 173

Customer Experience Self service Advertising Chatbots 173

ShepHyken

MARCH 4, 2022

He shares how organizations can deliver a total customer experience. What is the total customer experience? Customer obsessive, customer-focused, customer-centric, the idea is to take customer service to a higher level. Listening to the customer. Engage the customer.

Customer Experience 179

Customer Experience Customer centricity Sales Marketing 179

ShepHyken

DECEMBER 11, 2019

With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. Here are the first ten of twenty ideas as to how you can up your customer service game in 2020. Video is an amazing tool. Stay in touch.

Customer Service 296

Customer Service Sales Marketing Technology 296

ShepHyken

MARCH 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. For this short post, let’s look at two emerging customer experience trends.

Customer Service 319

Customer Service Customer retention Customer Experience Technology 319

ShepHyken

NOVEMBER 2, 2023

She writes about how you can align customer service and sales in your organization. More often than not, when we think of customer service, we tend to picture post-purchase tasks and activities, such as returns, refunds, exchanges, delivery information, and the like.

Sales 142

Sales Customer Service CRM Marketing 142

NobelBiz

APRIL 24, 2020

The post VIDEO: Customer Experience vs Customer Service, with Christa Heibel appeared first on NobelBiz®. In episode 4, we talk with Christa Heibel, Founder & CEO of CH Consulting about how she manages to consult businesses in the call center industry in times of crisis.

Customer Experience 52

Customer Experience Customer Service Consulting Consulting 52

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

NOVEMBER 4, 2018

Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Your Customers Like Their Version of Convenience, Too. Having a convenient experience is critical, and it is complicated, too.

Customer Experience 405

Customer Experience Banking Transportation Entertainment 405

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction. Getting there will require a broader perspective on service. Deploying this AI will require more than simply upgrading a chatbot.

Chatbots 202

Chatbots Customer Service Wait times APIs 202

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ShepHyken

NOVEMBER 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! by Deeksha Dadu.

Customer Service 214

Customer Service Customer centricity Self service Customer Care 214

ShepHyken

MARCH 31, 2023

He shares the challenges that customer service representatives face and how companies can overcome them. Good customer service is something we cherish. Think back to your latest amazing customer service experience. Overall customer satisfaction has been on a steep decline since 2018.

Customer Service 167

Customer Service Chatbots Surveys Personalization 167