ShepHyken
JUNE 26, 2019
In the old days – and even in modern times – if a customer wanted help or support, they picked up the phone and called for help. A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem. Fix it before it’s a problem.
ShepHyken
SEPTEMBER 5, 2023
I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” A better word for happiness could be confidence. My definition of confidence in this situation is important. But today’s answer is not just timely, but also timeless. Connect with Shep on LinkedIn.
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ShepHyken
JULY 7, 2021
It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.
SharpenCX
AUGUST 25, 2021
It can be tough to keep up with the latest lingo and to decipher between doppelganger definitions that seem almost identical. And often, when you look for clear definitions of contact center terms, you find explanations laced with jargon. You read the definition (over and over) and ask yourself: “Okay, but what does that even mean?”.
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. A fulfilled employee is more engaged at work and with your customers.
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. Here are my top five picks from last week.
ShepHyken
JANUARY 7, 2024
Each week, I read many customer service and customer experience articles from various resources. Whatever drives repeat business – and ideally, customer loyalty – is a good program. I’m often asked to define customer centricity. And it not only supports the customer, but also the customer service agent.
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