Shep Hyken

AUGUST 2, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Experience Strategies to Annoy or Delight Your Customers by Phil Britt. CMSWire) Let’s be frank: no company goes out of its way to produce miserable customer experiences. Follow on Twitter: @Hyken.

Customer Service 86

Customer Service Hospitality Hospitality Customer Loyalty 86

Shep Hyken

NOVEMBER 1, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Service Is Free by Seth Godin. Seth’s Blog) Customer service is expensive. CMSWire) Amazon’s mission statement is “We aim to be Earth’s most customer-centric company.

Customer Service 74

Customer Service Retail B2B B2C 74

Shep Hyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? My Comment: Our customer service research indicates that US consumers consider an easy return policy a reason to come back. by Janelle Estes.

Customer Service 108

Customer Service Legal Customer Loyalty CX 108

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? Particularly in an industry like customer support, it’s so important to be around people who are working on the same things and can understand what it’s like to be in our shoes. Chief Customer Officers USA, Atlanta. Customer Contact East, Ft.

Customer Service 129

Customer Service Contact Center CX Education 129

Shep Hyken

JULY 26, 2022

Using AI to Enable and Empower Customer Service Agents. Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought , a company that builds human-centered AI to transform the customer service experience. Everything that we have ever done in humanity has been about building technology by people, for people.

Real Estate 127

Real Estate AI Customer Service Technology 127

Shep Hyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers.

Customer Service 57

Customer Service Retail Touchpoint Business Growth 57

Shep Hyken

AUGUST 1, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. Follow on Twitter: @Hyken.

Customer Service 65

Customer Service B2C B2B Sales 65

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Shep Hyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Top AI Trends in Customer Service by Zendesk. EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done. Here are my top five picks from last week.

Artificial Intelligence 65

Artificial Intelligence Customer Service Customer Journey Map AI 65

Shep Hyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. VentureBeat) Excellent customer service is vital to the long-term success of any business. The study, which examined 3.7

Social Media 74

Social Media Customer Service VOC Retail 74

Shep Hyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. 7 Low-Cost Customer Service Options That a New Business Could Use by StartupGuys.net.

E-commerce 57

E-commerce Customer Service Customer Loyalty Touchpoint 57

Shep Hyken

FEBRUARY 21, 2022

Each week I read many customer service and customer experience articles from various resources. Are Lifelike Digital Humans the Future of Customer Experience? My Comment: Is this the future of customer service? My opinion is that this technology ups the customer experience related to lower-level needs.

Customer Service 65

Customer Service Customer Retention Customer Satisfaction Construction 65

Shep Hyken

JANUARY 11, 2023

Most businesses today use technology to meet their customers’ needs. This comes in the form of streamlining processes, self-service customer support solutions and more. Do we invest in technology and processes that make it easy for employees? . This makes everyone – both customers and employees – happier. .

Customer Experience 116

Customer Experience AI CX Technology 116

Shep Hyken

OCTOBER 20, 2021

Technology has evolved. I was recently answering a question from a young customer service agent. One thing I suggested was that he follow up his conversation with a customer with a thank-you note. Old school technology, techniques, and practices have given way to a new way of doing business. For example:

Technology 135

Technology Technology Start-ups Customer Service 135

Shep Hyken

SEPTEMBER 26, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Qualities You Need To Get A Good Customer Service Job by James Spillane. Business 2 Community) Are you interested in getting a customer service job? The Customer is King – So Treat Him That Way!

Customer Service 61

Customer Service Customer Retention NPS Customer Loyalty 61

Steven Van Belleghem

JANUARY 17, 2023

Shep Hyken’s Customer Service Blog. Shep Hyken is a customer service and experience expert, the Chief Amazement Officer of Shepard Presentations, Forbes contributor and a New York Times and Wall Street Journal bestselling author. Blake Morgan is a customer experience futurist, author and keynote speaker.

Customer Experience 142

Customer Experience CX Innovation B2B 142

Shep Hyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” When a customer is willing to share it, unsolicited or not, good or bad, accept it with great appreciation.

Customer Service 81

Customer Service Social Media CX Start-ups 81

Shep Hyken

JULY 12, 2022

He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations. Top Takeaways: The fundamentals of customer service start with individual customer interactions. New York Times ?bestselling

Hospitality 103

Hospitality Hospitality Sales Customer Service 103

Comm100

MAY 25, 2022

These changes have occurred across industries and have accelerated the adoption of new technologies. Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes.

Contact Center 52

Contact Center Customer Service Social Media Omnichannel 52

Shep Hyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. I love customer service statistics , and this short article has several. The headline is a fun one.

Customer Service 57

Customer Service Retail Customer Loyalty Start-ups 57

Shep Hyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care? How about “customer care?”

Customer Service 61

Customer Service CX CRM Customer Loyalty 61

Inside Customer Service

MAY 27, 2021

I talk to a lot of people who are trying to improve customer service. Peter Gollwitzer, a professor in the Psychology Department at New York University, gave me a treasure trove of studies on achieving goals. I've combined them with my own experience talking to thousands of customer service professionals.

Start-ups 148

Start-ups Social Media Contact Center Customer Service 148

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

Callminer

MAY 11, 2020

To learn more about how customer service and customer experience managers can best handle disgruntled employees, we reached out to a panel of management professionals and asked them to answer this question: “What’s the best way for customer service / experience managers to handle a disgruntled employee?”.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Shep Hyken

FEBRUARY 28, 2022

Each week I read many customer service and customer experience articles from various resources. Fidelum Partners) As the COVID-19 pandemic subsides, we need to change the way we think about and build companies, brands and customer relationships. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 65

Customer Service CX Customer Loyalty Retail 65

Shep Hyken

AUGUST 25, 2021

I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. My friend and fellow customer service and experience expert Jason Bradshaw responded that the same thing happens with online chat. In the customer service world, “Love means never having to repeat your story!” .

Social Media 135

Social Media Customer Service Technology Technology 135

Shep Hyken

OCTOBER 24, 2022

Each week, I read many customer service and customer experience articles from various resources. My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. Why Do Customers Love Certain Brands? Here are my top five picks from last week. by Dan Gingiss.

Customer Service 47

Customer Service Retail B2C Manufacturing 47

Comm100

JANUARY 23, 2023

This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. Bring this understanding of what your customers value highly into your CX governance process, advocating for them during decision-making that impacts changes to products, services, and operations.

Customer Experience 123

Customer Experience AI Outlook CX 123

Shep Hyken

APRIL 20, 2022

I had switched to a new mobile phone. I was having great difficulty getting familiar with the new features. I wanted to return the phone and go back to the older technology. Eventually, my frustration forced me to call customer support. Here is a perfect example. Actually, returning the phone wasn’t on my mind.

Manufacturing 116

Manufacturing Customer Service Technology Technology 116

Shep Hyken

JANUARY 4, 2022

However, The Five9 Customer Service Index 2021 found that: Customers from the US, UK, Germany, Italy, and Spain all ranked phones as the preferred choice when dealing with customer service issues. Shep Hyken is a customer service and experience expert,? New York Times ?bestselling

Contact Center 115

Contact Center AI Customer Service Technology 115

Execs In The Know

JUNE 7, 2023

Outsourcing customer experience (CX) functions has become increasingly popular as organizations strive to streamline operations and enhance customer satisfaction. In an era where customers hold the power, their experience with a brand can make or break its success.

CX 85

CX Compliance Artificial Intelligence AI 85

Shep Hyken

JUNE 22, 2021

Digital transformation is more than just implementing technology. It is rethinking your business process to make it easier for customers to do business with you. Delivering a WOW customer experience can result in a 12-58% in the customer’s repurchase intent. .”

B2B 84

B2B Technology Technology Customer Experience 84

Shep Hyken

JANUARY 17, 2023

Is Technology Taking Over Customer Service? How Customer Experience Drives Business Growth. an organization that works with companies that manufacture, sell, or finance their customers’ major purchases. ” “Being passionate about customer experience is the ticket to business growth.”.

Artificial Intelligence 52

Artificial Intelligence Manufacturing Business Growth Finance 52

Shep Hyken

AUGUST 16, 2022

The Role of AI in Customer Care. Building Human-Centered AI in Customer Service and Experience . He shares how businesses can take a human-centered approach when utilizing AI to help their customers. Then, recognize that the person using the AI technology and the person impacted by it may not be the same person.

Artificial Intelligence 57

Artificial Intelligence AI Healthcare Government 57

Shep Hyken

OCTOBER 5, 2021

Empowering Customer Service Agents with Knowledge. Shep Hyken interviews Daniel Fallmann, founder of Mindbreeze , a tool that helps companies capture a holistic view of their customers’ data. Top Takeaways: The lack of information on a specific customer or product is the key problem for most businesses in every industry.

Machine Learning 77

Machine Learning Customer Satisfaction AI Technology 77

Shep Hyken

AUGUST 10, 2021

Top Takeaways: – The new technology, artificial intelligence, reads and analyzes all support conversations, regardless of channel, and even tags them with reasons. – Customers’ input is as critical as what prevents them from checking out, purchasing something, or returning anything.

Artificial Intelligence 81

Artificial Intelligence Technology Technology AI 81

Shep Hyken

AUGUST 10, 2022

I multi-tasked while waiting for the customer service rep to join the conversation. Even though the customer service rep who eventually took my call was friendly, it really didn’t matter. Again, there’s nothing wrong with this type of technology, as long as it’s done the right way. . I had no choice but to wait.

Customer Service 61

Customer Service Technology Technology Customer Experience 61