ShepHyken

OCTOBER 17, 2016

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. Here are five tips to delivering that caffeinated customer experience in 2017.

Customer Service 327

Customer Service Journey mapping Customer Experience Feedback 327

ShepHyken

APRIL 12, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. My friend Josh Linkner, who has a new book coming out next month titled Big Little Breakthroughs , takes an innovative look at this concept. Overpromise by Josh Linkner.

Customer Service 202

Customer Service Surveys Customer Experience Marketing 202

ShepHyken

JUNE 10, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner.

Customer Service 280

Customer Service Surveys Customer Experience Feedback 280

Callminer

MAY 27, 2020

Maximizing the value your employees derive from their roles within your organization on a daily basis – satisfaction, engagement , accomplishment, community and more – has the potential to build loyalty among your workforce in ways higher wages never could AND benefit your business’s bottom line.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. His achievements speak for themselves, from driving return authorizations approvals to 24 hours from 30 days, to reducing Monthly Abandon Rate to 3% from 20-30%.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

MAY 17, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. 6 tips you must know by Alibaba.com. Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically.

Customer Service 202

Customer Service Customer retention Marketing Sales 202

ShepHyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Fred Reggie) Take a look at your business and ask yourself, “Does our business serve our customers or does it serve us? My Comment: When I was a kid, I worked at gas stations.

Customer Service 169

Customer Service Journey mapping Surveys Customer Experience 169

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. My Comment: My friend and fellow customer experience expert, Blake Morgan, has assembled an interesting set of stats and facts about post-pandemic customer service and CX.

Customer Service 169

Customer Service Customer retention Engineering Self service 169

ShepHyken

NOVEMBER 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. 7 Tips to Simplify & Improve Employee Journey Mapping by Jeannie Walters. Well, maybe not that hard, especially if they do any one or more of the ideas from this article.

Journey mapping 273

Journey mapping B2C Customer Service B2B 273

ShepHyken

JUNE 22, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. My Comment: If you wanted to know more about Gen Z and what they want and expect from the people they do business with, then this is a great article to read. by Mike Roberts.

Customer Service 141

Customer Service Consulting Consulting Customer Experience 141

ShepHyken

SEPTEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. This article may get you thinking about how to target the influencers in your industry, which may be industry experts or your most “influential” customers. The elves of summer by Jim Serger.

Customer Service 285

Customer Service SaaS Customer Experience Marketing 285

ShepHyken

SEPTEMBER 16, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. While there is a lot of common sense here, pay close attention to number six: Look at B-2-B as P-2-P. My Comment: Nike is one of my favorite companies to learn from.

Airlines 251

Airlines Customer Service Automotive Customer Experience 251

ShepHyken

APRIL 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals. The short answer is yes.

Customer Service 256

Customer Service Government Entertainment Healthcare 256

ShepHyken

FEBRUARY 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. Street Fight) What does that look and feel like? How to Run a Successful Customer Advisory Board Program: 5 Proven Tips by Rob Jensen. The stakes are higher than ever.

Customer Service 323

Customer Service B2B Journey mapping Best practices 323

VirtualPBX

AUGUST 10, 2023

In this blog, we’ll delve into the art of crafting impactful business text messages, providing you with 15 free templates spanning across industries such as remote work , healthcare , call centers , tech companies , and financial institutions. Remote Work: Bridging Distances Seamlessly Onboarding: “Welcome aboard!

Healthcare 98

Healthcare Call Center Accountability Surveys 98

ShepHyken

OCTOBER 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. Customer Service Inspiration from my Bookshelf by Jeremy Watkin. Let’s take a closer look at how you can achieve this with specific tactics and strategies.

Customer Service 216

Customer Service Customer retention Call Center Metrics 216

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Use these four tips to create a customer loyalty program that will give you the highest return on your investment. Customer Loyalty Is Your Holy Grail for Success. by Matt Bertram.

Customer Service 162

Customer Service Customer Experience Sales Management 162

ShepHyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Trinity McQueen’s Mike Cooper, head of customer experience, considers the cause of this difference and how to work around it. Tracking Customer Experience?

Customer Service 176

Customer Service Customer centricity Customer Experience Sales 176

ShepHyken

MARCH 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. For this short post, let’s look at two emerging customer experience trends. I have added my comment about each article and would like to hear what you think too.

Customer Service 326

Customer Service Customer retention Customer Experience Technology 326

ShepHyken

JANUARY 29, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. LiveChat) The report contains key customer service findings from 2017 and trends for 2018. At the end, there is a good summary of tips to improve a company’s customer service.

Customer Service 234

Customer Service Enterprise Engineering Contact Center 234

OctopusTech

APRIL 24, 2024

” It is like having an e-commerce store at the center of an online mall with traffic from all corners of the world. Here are some highlights: User-Friendly: Do not worry about being a tech expert to use Shopify. A good-looking store pulls in more shoppers! Read more about how does Shopify works.

Technical Support 62

Technical Support Management 62

Nicereply

SEPTEMBER 29, 2022

Look at our list of the top groups. Or is it also good to have your finger on the pulse with industry trends, tips, and advice as they happen and as they are experienced by others? Luckily, there are some magnificent ones out there catering to customer service professionals. The NACSMA.

Customer Service 98

Customer Service Best practices Education call center professionals 98

OctopusTech

DECEMBER 23, 2022

Business owners who want to take their SEO game to a top-notch level have to perform an SEO hiring process to appoint the best professionals of the industry. It is also essential for you to analyze whether you need to hire an SEO expert for your company or not. Increase your working efficiency. How to hire an SEO company?

Engineering 118

Engineering Analytics Sales Consulting 118

ShepHyken

OCTOBER 26, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. My Comment: You don’t need to look into a crystal ball to know what is going to happen next year in the world of marketing and CX. It’s like a three-legged stool. They make sense.

Customer Service 223

Customer Service Customer centricity B2B Contact Center 223

CCNG

JULY 12, 2020

CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. Contact centers during a crisis: An action plan from experts. COVID-19 Is Here. What You Need To Know Now.

Contact Center 221

Contact Center CCNG Best practices Government 221

ShepHyken

JUNE 13, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. 10 Tips for Success with Subscription Business Models by Amanda Davis. I have added my comment about each article and would like to hear what you think too. Sign Me Up! Not anymore!

Customer Service 169

Customer Service Government Customer Experience Sales 169

ShepHyken

AUGUST 24, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. 13 Actionable Tips to Attract More Clients to Your Law Firm by Jacob Maslow. It’s just doing the work. Can Artificial Intelligence Improve Your Customer Service? by Qualtrics.

Customer Service 211

Customer Service Best practices Contact Center Chatbots 211

Totango

JANUARY 2, 2024

In a recent webinar, I explored how CS Operations professionals can be the ideal change agents to help drive this transformation and unlock new business growth. Here are just a few highlights from our conversation, and don’t forget to watch the entire lively discussion here.

Automotive 102

Automotive Journey mapping Self service Sales 102

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. My Comment: We start this week’s Top Five roundup with an interview with customer culture expert Jeff Toister. Does the picture of the food look the same as what you’re served?

Customer Service 156

Customer Service Surveys Customer Experience Personalization 156

TechSee

NOVEMBER 18, 2022

While everyone else is spending time with family and friends, service teams are hard at work making sure their customer’s holiday plans aren’t interrupted by long wait times or service disruptions. 5 Tips for Ensuring Peak Holiday Season Service Performance. Prepare Your Teams for Remote Video Work.

Best practices 109

Best practices Wait times Consulting Consulting 109

ShepHyken

APRIL 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. Try these 15 tips from the members of Forbes Coaches Council. ” Top 10 Digital Customer Experience Trends to Look Out For in 2020 by David Gasparyan. .”

Customer Service 208

Customer Service Government Coaching Customer Experience 208

ShepHyken

JUNE 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. 3 Customer Service Lessons from Pella Corporation by Elena Constantinescu. So, why does connecting with the companies that we buy from feel more difficult?

Customer Service 170

Customer Service Multichannel Call Center Contact Center 170

ShepHyken

NOVEMBER 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. 20 Must-Learn Customer Service Skills in 2020 (Bonus: Tips to develop them faster) by Jared Cornell. 3 Ways To ‘Innovate’ The Customer Experience by Sanjay Monga.

Customer Service 214

Customer Service B2C Call Center Government 214

Steve DiGioia

MAY 17, 2021

From your customers’ perspective, they have a legitimate complaint, and they expect an apology. Great customer service. That’s what our customers want and that’s what we wish to provide. But it’s difficult remembering all the different steps to take to provide it. Thankfully, many have developed useful acronyms to help. A.P.P.L.E.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

CX Global Media

JULY 8, 2019

During the past few decades in the industry I’ve come to rely on learning from some of the top industry experts to help guide my thinking and idea creation. The Expert Sessions are part of the CCVS event and can then be accessed on-demand whenever you need it. I’m looking forward to it! CCVS Playbook and Planner.

Contact Center 120

Contact Center Education Coaching B2B 120

ShepHyken

MAY 22, 2017

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. SmartBrief) Early in my career, I worked for an incredible general manager that taught me a lot of C.R.A.P. 7 Powerful Customer Service Phone Tips by Pascal van Opzeeland.

Airlines 205

Airlines Customer Service Self service Technology 205

Fonolo

NOVEMBER 1, 2022

Working in a call center can be extremely rewarding, especially for those who enjoy customer service and sales. But it’s up to management to promote call center motivation and create a work environment where their agents can gain a sense of satisfaction from their work. Types of Motivators (And Why it Matters).

Call Center 87

Call Center Construction Abandon rate Feedback 87