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. Connect with Shep on LinkedIn.

Customer Service 196

Customer Service Call Center Chatbots Call center experience 196

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Customers want the attention on them—and they’re willing to walk if they don’t get it. My Comment: This week’s TOP FIVE roundup has a theme: Customer Loyalty. First, the subtitle of the article mentions personalization.

Customer Service 183

Customer Service B2C B2B Customer Experience 183

ShepHyken

APRIL 16, 2024

Not everyone was smiling, and not everyone took pride in their jobs. Excellence is a habit, and practicing excellence creates personal fulfillment. What is the likelihood a customer would return if their customer service or CX rating of you was just … good enough ? Don’t be just good enough. Don’t be ordinary.

Customer Service 378

Customer Service Personalization Customer Experience 378

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.

Customer Service 202

Customer Service Government Customer centricity Customer Experience 202

ShepHyken

SEPTEMBER 13, 2023

Every once in a while, someone will ask, “What’s the difference between customer service and customer experience?” Customer service really drove the customer experience. A customer could visit a store or business. Or a customer could call a phone number to ask a question, resolve a complaint, etc.

Customer Experience 176

Customer Experience Customer Service Gamification Technology 176

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Here are my top five picks from last week.

Customer Service 150

Customer Service Personalization Surveys Chatbots 150

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this.

Customer Service 168

Customer Service Self service Personalization Marketing 168

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. Here are my top five picks from last week.

Customer Service 150

Customer Service Advertising Chatbots Self service 150

ShepHyken

APRIL 30, 2024

Customers don’t want or like complication, confusion, or friction. They want a customer-friendly experience, but they also want the overall experience to be convenient. My annual customer service and CX research includes some very compelling findings that will make you want to simplify your customers’ experience.

Entertainment 234

Entertainment Consulting Consulting Surveys 234

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! My Comment: I’ve written about the difference between customer service and customer experience in the past. It’s not a department.

Customer Service 155

Customer Service Gamification Customer retention Customer Experience 155

ShepHyken

AUGUST 30, 2017

There is a lot of power in a handwritten, personal note. This isn’t just about a thank you note to a customer, although those are important as well. It was a personal handwritten note , again expressing his appreciation for a job well done and the obvious work that he put into personalizing it for his company.

Personalization 280

Personalization Customer Service 280

Myra Golden Media

APRIL 26, 2018

Last week I facilitated a team building workshop for one of my favorite clients. Typically, I only deliver training on customer service, but my client had a special request. My client explained that “We need to work together, make decisions together, and communicate according to the styles of each person.

Customer Service 189

Customer Service Personalization Customer Experience 189

ShepHyken

SEPTEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. Decoding CSAT: What It is and How to Calculate Your Score by Dorcas Adisa (Sprout Social) In this article, we answer everything you need to know about customer satisfaction score (CSAT). Do Your Customers Feel Honored?

Customer Service 176

Customer Service Morale Surveys Consulting 176

ShepHyken

MARCH 26, 2024

And in business, Steve Jobs of Apple said, “It takes a lot of hard work to make something look simple.” There is some very practical wisdom in these motivational and inspiring quotes that we can apply to the customer service and CX world. Think of the best customer experiences you have had.

Entertainment 219

Entertainment Education Personalization Customer Service 219

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. A Great Way to Get Your Employees to Connect With Customers by John Dijulius ( The DiJulius Group) Most people believe the customer is the one who benefits when the employee makes a personal connection.

Customer Service 164

Customer Service Marketing Customer retention Customer Experience 164

ShepHyken

MARCH 5, 2024

Experience their reputation for fun, which goes beyond the employees’ personalities and includes a uniform, which is a somewhat “loud” Hawaiian shirt. The distinction between merely conducting business with a company and truly experiencing it lies in the unique personality and engagement the company and its employees bring to every interaction.

Entertainment 208

Entertainment Personalization Customer Service Customer Experience 208

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.

Customer Service 172

Customer Service Morale Customer retention Marketing 172

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. We’ll learn from the CXO of Bobby Jones Links (golf company) about employee empowerment and personalized customer experiences. Here are my top five picks from last week. Connect with Shep on LinkedIn.

Customer Service 160

Customer Service B2C B2B Customer Experience 160

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.

Customer Service 168

Customer Service Contact Center Customer centricity Banking 168

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. This excellent article describes this type of customer perfectly: “These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty.”

Customer Service 145

Customer Service B2C Feedback Marketing 145

ShepHyken

OCTOBER 24, 2023

First, you have to be the kind of person who innately knows you should do something right, even if it isn’t expected. Because they do what it takes and know, “If I don’t do it, who will?” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 354

Customer Service Personalization Customer Experience 354

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. 20 Stats On Why Customer Service Has Never Mattered More by Blake Morgan (Forbes) Customer Service Week runs from October 2-6 this year. Here are my top five picks from last week.

Customer Service 160

Customer Service Airlines Customer Experience Technology 160

Myra Golden Media

DECEMBER 19, 2017

My teenage friend Beverly saw the customer as getting away with something, and she took that personally. Her personalization caused her to be completely unwilling to work with the customer. She didn’t want to discuss things, and she certainly didn’t want to give the customer an in-store credit.

Personalization 136

Personalization Customer Service Coaching Customer Experience 136

ShepHyken

JULY 31, 2023

Each week, I read many customer service and customer experience articles from various resources. To that end, Young Entrepreneur Council members share a few key actions you can take to address negative feedback and create a positive outcome for the customer—and ultimately, your business. Connect with Shep on LinkedIn.

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156

ShepHyken

AUGUST 16, 2023

I wasn’t sure what, but the amount of time he spent talking to the person on the other end of the intercom took much longer than it should have. I waited for the person to welcome me and ask what I wanted. The story I shared illustrates how failure in customer service is often not the fault of the individual but the system in place.

Customer Service 296

Customer Service Personalization Customer Experience Management 296

ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. Cramer sat down with Apple’s SVP of services Eddy Cue earlier Tuesday at the inaugural CNCB CEO Summit in Santa Barbara. Driving accelerated, sustainable growth while delighting customers is a complex puzzle.

Customer Service 162

Customer Service Customer centricity B2C Government 162

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

ShepHyken

MAY 24, 2023

That patient may be the nicest person in the world, but because of the pain, may become a difficult customer. Other customers are very nice people just having a bad day. If you can turn the mood of a person having a bad day into something better, you can declare victory. You may never be able to make them happy.

Customer Service 329

Customer Service Personalization Customer Experience 329

ShepHyken

JULY 4, 2023

Instead, I focused on how to use the information to efficiently get the correct answer. So, how does this apply to customer service? Many people think that AI will be used to replace customer support agents – and even salespeople. They believe all customer questions can be answered digitally with AI-infused technology.

Customer Service 323

Customer Service Customer Support Technology Personalization 323

CSM Magazine

MAY 14, 2024

Customer service often becomes the battleground where loyalty is won, and brands are differentiated. The saying “the customer is always right” has evolved into recognizing customer service as a crucial aspect of every business.

Customer Service 52

Customer Service industry standards Customer centricity Analytics 52

Myra Golden Media

FEBRUARY 24, 2022

I facilitated five live digital De-escalation workshops last week. If you suspect you’re dealing with a person with mental illness, my two-minute video may help. The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right.

Personalization 334

Personalization Management Customer Service Customer Experience 334

ShepHyken

NOVEMBER 28, 2023

The truth is that as easy as it looks, it’s not easy. The lesson we take from this is that what’s easy for one person is not always easy for another. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. They play … effortlessly. Connect with Shep on LinkedIn.

Technical Support 219

Technical Support Education Advertising Customer Service 219

CSM Magazine

MAY 16, 2024

Workshops and courses focusing on leadership principles , conflict resolution, and team motivation strategies can empower leaders to manage their teams more effectively. Communication Workshops Excellent communication skills are the bedrock of effective customer support.

Customer Support 52

Customer Support Coaching Construction CRM 52

ShepHyken

JANUARY 12, 2018

Customer service designs that are remarkable get talked about. So telling yourself these myths about customer experience is a big no-no and won’t take you where you want to go will they? We often get questions and comments on delivering great customer service and experiences. Your customers will thank you.

Customer Service 239

Customer Service Scripts Customer Experience Personalization 239

ShepHyken

APRIL 25, 2023

One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. Anyone can be “that person” everyone admires and wants to emulate. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Sales 261

Sales Customer Service Marketing Personalization 261

Customer Service Life

DECEMBER 18, 2018

We’re moving faster than ever before to make the customer experience WOW-tastic. Customer service agents are expected to turn into an octopus by growing 8 arms to handle all the different contact points, quickly respond to chats, SMS, social media, phone calls and emails. Can you relate?

Contact Center 103

Contact Center Personalization Coaching Customer Service 103

ShepHyken

JANUARY 18, 2017

Recently one of our subscribers asked me, what traits a person must possess to deliver a good customer service experience. I asked if this was for a customer support rep, and he said no. There is an exercise we occasionally do in our workshops. He was hiring for his IT department. All of the above and more.

Customer Service 232

Customer Service Accountability Personalization Customer Support 232