ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Let’s kick off this week’s Top Five roundup with a topic I’m often asked about, which is how to handle negative reviews. Customers are expecting a better CX than in the past. Here are my top five picks from last week.

Customer Service 142

Customer Service B2C Feedback Marketing 142

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: As I read this article about B2B marketing and CX, I thought that you could write the same article (with a few minor tweaks) about B2C. Here are my top five picks from last week. Bad Customer Service Puts $3.7

Customer Service 151

Customer Service B2B B2C Engineering 151

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. This is a hot topic, especially with younger generations who want the places they do business with to align with what’s important to them. Two big topics in the article that I’ve been preaching for years.

Customer Service 311

Customer Service B2B Journey mapping Chatbots 311

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I love the first topic, which is how customers have been frustrated with getting caught in the phone menu. This article adds to the credibility of that notion and shares ideas, stats, and strategies on how to create a CX that drives growth.

Customer Service 151

Customer Service Customer advocacy Average Handle Time Customer centricity 151

Beyond Philosophy

JULY 17, 2021

The topic: Is Customer Experience the new marketing, or is it an entity on its own? Here are a few key moments in the discussion: 03:44 I define the topic of the debate based on a sentiment I have been hearing that CX is replacing marketing. Customer Experience Information & Resources. Please tell us how we are doing!

Marketing 273

Marketing Customer Experience Consulting Consulting 273

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. This excellent article includes commentary from some customer service and CX experts (myself included) and reinforces that this tool, while a good option, sometimes has room to improve. Here are my top five picks from last week.

Customer Service 163

Customer Service Self service Surveys Contact Center 163

Beyond Philosophy

NOVEMBER 5, 2022

Climate change is a topic so important to Chance that she is donating half of the profits from her book to go to 350.org 05:52 Ryan asks Chance why she chose such a well-written about topic like influence for her book, and Chance explains why she had more to say on the topic. Customer Experience Information & Resources.

Construction 221

Construction Consulting Consulting Customer Experience 221

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Mission-Driven Customer Experiences (CX): A Guide by Nate Brown. How will CX evolve in 2021? Hiver) We spoke to various customer experience thought leaders to get their insights into this topic. Package” by Chip Bell.

Customer Service 387

Customer Service Customer Experience Marketing Management 387

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. He maintains that AI will “dominate customer experience (CX) in 2024.” That said, I agree with much of what Heaps has to say about the topic of AI and how we plan to use the technology in the near future.

Customer Service 155

Customer Service B2C B2B Customer Experience 155

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: Have you ever wanted to ask a customer service or CX expert a question? This article by CX Expert Jeannie Walters emphasizes the importance of being intentional with CX. Here are my top five picks from last week.

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

ShepHyken

MARCH 4, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: I’m often asked, “What’s the difference between customer service and customer experience (CX)?” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

B2C 146

B2C Customer Service B2B Marketing 146

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. My comment: You know I love stats and facts about anything related to customer service and CX. Brian Solis has a compelling article about this very topic. Top Customer Experience Resources to Follow in 2021 by MK Marketing.

Customer Service 333

Customer Service First call resolution Contact Center Engineering 333

ShepHyken

MAY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. Just last week, I included an article focused on this trending topic. Chip Bell, a customer service expert, shares his take on this important topic. Here are my top five picks from last week.

Customer Service 161

Customer Service Self service Customer Experience Surveys 161

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Service as Experience: Fast, Consistent Comms Boost Customer Lifetime Value by Andy Farmer (The Drum) Is it me or do we seem to be stuck in a customer experience (CX) time warp? Here are my top five picks from last week.

Customer Service 167

Customer Service Customer retention SaaS Best practices 167

C3Centricity

MARCH 25, 2024

A few years ago, I was asked to talk on this topic at the Planung&Analyse conference in Frankfurt. What a waste of resources! The ROI of Market Research The challenge of proving the value of market research (MR) has also been a hot topic for more than a decade. They therefore make the perfect target for sweeping reductions.

Marketing 90

Marketing B2C B2B Consulting 90

ShepHyken

JANUARY 31, 2022

Each week I read many customer service and customer experience articles from various resources. My Comment: Trust is a hot topic and more important than ever in building repeat business and ultimate loyalty. The hot topics are personalization, omnichannel, and content marketing (storytelling). by Sam Bradley.

Customer Service 161

Customer Service Contact Center Customer Experience Personalization 161

ShepHyken

FEBRUARY 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. That’s a topic for another day. There are some great ideas in this article that lists nine ways to create a better CX and promote more engagement. Here are my top five picks from last week. In the meantime, read this.

Customer Service 344

Customer Service B2B Best practices Customer Experience 344

ShepHyken

JULY 31, 2023

Each week, I read many customer service and customer experience articles from various resources. The Corona and lime example serves as an excellent metaphor to show how almost any business can consider this type of CX. My Comment: AI and ChatGPT are very hot topics. Here are my top five picks from last week.

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: I’m a geek for great stats and facts about customer service and CX. There is no end to the service/CX journey. Here are my top five picks from last week. has similar findings, but this list is worth diving into.

Customer Service 167

Customer Service Morale Customer retention Marketing 167

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. Follow on LinkedIn Charlie Mitchell, Senior Editor at CX Today Charlie is an award-winning magazine editor, with vast experience in writing about technology, customer service, and much more.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: I love a great list, and there will be a few of them on this weekly roundup of excellent customer service and CX articles. Here are my top five picks from last week. My Comment: I was intrigued by the title.

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

FEBRUARY 28, 2022

Each week I read many customer service and customer experience articles from various resources. 2022 – Time to Make the Move Beyond Cx and Ex to Total Experience by Candice Mueller. My Comment: Customer experience (CX) has been at the top of many company’s success strategies for years. How much empathy, care, passion, etc.

Customer Service 173

Customer Service Customer Experience Personalization Sales 173

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. These articles and resources offer specific starting points we hope you’ll find helpful. March 20, 2020.

Contact Center 221

Contact Center CCNG Best practices Government 221

Beyond Philosophy

NOVEMBER 27, 2017

Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX. Doing it, however, flummoxes them.

Customer centricity 400

Customer centricity Consulting Consulting Customer Experience 400

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. The topics covered include quick response times, providing self-service options, different ways customers can communicate with you (phone, email, chat, text, etc.), Same for CX. Here are my top five picks from last week.

Customer Service 179

Customer Service First call resolution Self service Customer Experience 179

Beyond Philosophy

AUGUST 19, 2021

Most of the podcast breaks down behavioral science topic by topic by how it applies to the real world. Memory is my favorite topic, so it’s no surprise I picked this one. We occasionally invite experts to speak with us about various topics. To listen to the whole podcast, please click here.

Customer Experience 259

Customer Experience Construction Consulting Consulting 259

ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. How to Measure CX Impact by Jim Tincher. CustomerThink) We CX folks love to discuss measurement. That’s because we spend so many of our waking hours – and for some, sleepless nights – trying to figure out how to measure CX impact.

Customer Service 161

Customer Service Airlines Metrics Journey mapping 161

Beyond Philosophy

JUNE 12, 2021

13:47 We talk about the movement for and against vaccine passports in the reopening of different venues and experiences after the pandemic and how that will affect CX. 27:21 We offer advice on how to choose sides when staying neutral on a contentious topic seems impossible. Customer Experience Information & Resources.

Customer Experience 259

Customer Experience Consulting Consulting Surveys 259

ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. Here is an article about financial advisor CNBC’s Jim Cramer’s opinion on that topic. My Comment: Any business (B2B or B2C – even Government) can learn good customer service and CX ideas from the hospitality industry.

Customer Service 161

Customer Service Customer centricity B2C Government 161

ShepHyken

FEBRUARY 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. This article starts with my comments about empathy and then calls upon a number of noted experts in the customer service and CX space to weigh in on the topic. Here are my top five picks from last week.

Customer Service 345

Customer Service Customer centricity Construction Customer Experience 345

C3Centricity

MARCH 21, 2024

A few years ago, I was asked to talk on this topic at the Planung&Analyse conference in Frankfurt. What a waste of resources! The ROI of Market Research The challenge of proving the value of market research (MR) has also been a hot topic for more than a decade. They therefore make the perfect target for sweeping reductions.

Marketing 62

Marketing B2C B2B Consulting 62

Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. Chatbots, FAQs, and assistive AI all fall under this umbrella — with that said, it’s not enough to implement these resources. We asked influencers across the CX and contact center spaces to weigh in on the self-service trend.

Self service 142

Self service Contact Center Chatbots Consulting 142

Beyond Philosophy

OCTOBER 9, 2021

Psychologically, we tend to cling to what we believe and look for resources that support our views. Harari does an excellent job showing different viewpoints for long held and widespread beliefs that cause the reader to stop and reconsider their views on the topic. Customer Experience Information & Resources.

Consulting 195

Consulting Consulting Surveys Customer Experience 195

Lumoa

JANUARY 8, 2024

They’re not just speeding up the process; they’re enriching it with deeper insights, making it smoother and more efficient in terms of resources. Topic Modeling: This is the opposite of digging deeper into the sentiment. Topic modeling is about seeing the bigger picture. Ain’t that powerful?!

Feedback 157

Feedback Analytics Multichannel Surveys 157

ShepHyken

FEBRUARY 26, 2023

Each week, I read many customer service and customer experience articles from various resources. All that makes for challenges that require us to step up our CX if we want to keep our best customers. In addition, the author shares some “factors” that contribute to a better CX. Thank you, CX Network!)

Customer Service 156

Customer Service Call Center Customer retention Banking 156

ShepHyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? Chip Bell, author and a customer experience expert, has taken Van Gogh’s life story and found four valuable lessons that we can all use in our CX strategy.

Customer Service 222

Customer Service Best practices Education Consulting 222

Beyond Philosophy

AUGUST 14, 2021

We are proud of what we do, but it would be meaningless if it didn’t prove to be a useful resource for people. Colin talks about memories, one of his favorite topics, with his second pick, The Massive Importance of Memory in a Customer Experience. Customer Experience Information & Resources. Complete this short survey.

Construction 195

Construction Consulting Consulting Surveys 195