ShepHyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This informative article is also entertaining, drawing an analogy between e-commerce and The Wizard of Oz.

Article 21

Article 2021 Customer Service E Commerce 21

ShepHyken

SEPTEMBER 8, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. On the other hand, returns handled well can give the customer confidence to continue to do business.

Article 88

Article 2024 Customer Service Magazine 88

ShepHyken

OCTOBER 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. . The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer.

2018 93

2018 Article Customer Service Automotive 93

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more.

E Commerce 75

E Commerce Article 2024 Loyalty Programs 75

ShepHyken

MAY 7, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. Why are customers embracing texting?

Article 79

Article 2018 Customer Service Magazine 79

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. Here are my top five picks from last week.

Article 84

Article 2018 Net Promoter Score Customer Service 84

ShepHyken

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Follow on Twitter: @Hyken.

2017 74

2017 Article Customer Service Retail 74

Retently

NOVEMBER 13, 2024

By blending cutting-edge technology with customer needs, VFRs are solving a long-standing problem in ecommerce: How do you help shoppers feel confident in their purchase without a physical try-on? In fact, brands that have adopted this technology are already seeing impressive results in conversion rates and customer satisfaction.

Retail 144

Retail Social Media Technology Brands 144

BlueOcean

JANUARY 6, 2020

But there’s a lot to unpack when it comes to creating and sustaining an effective, elegant omnichannel design that truly improves the customer’s holistic experience with your brand. Listen to the audio or read the article. To put it simply: focus on your holistic customer experience design before you add new channels.

Omnichannel 177

Omnichannel Customer Care Customer Journey Consumers 177

InMoment XI

SEPTEMBER 26, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. Robust Knowledge Bases: Self-service portals with detailed, searchable knowledge bases empower customers to resolve issues on their own.

Call Center 195

Call Center Contact Center ROI Telecommunications 195

ShepHyken

SEPTEMBER 11, 2020

This week we feature an article by Steven Van Belleghem , author, entrepreneur and international keynote speaker. He provides tips and insight on the future of your business and your customers’ expectations. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Experience 103

Customer Experience Customer Confidence Customer Centricity Customer Expectations 103

CSM Magazine

FEBRUARY 28, 2025

This article explores the critical importance of data governance in financial services and presents six key reasons why these services are indispensable for robust fraud prevention strategies. News of compromised accounts or large-scale fraud can spread rapidly, shaking customer confidence and even causing long-term brand damage.

Government 52

Government Financial Banking Technology 52

CSM Magazine

DECEMBER 10, 2024

Providing strong security features and educating customers about best practices can improve customer confidence and satisfaction. By taking the time to explain security measures in a clear, easy-to-understand manner, businesses can show customers that their safety is a priority.

Customer Service 52

Customer Service Multi-Channel Exceptional Customer Service Document 52

CSM Magazine

MARCH 10, 2025

Clear, sensitive and authentic communication can help engender customer confidence and satisfaction, even in difficult conversations. Insite Energy, a leading provider of metering, billing, and maintenance services for communal heating systems known as heat networks, understands the importance of voice in customer interactions.

Customer Experience 52

Customer Experience Reference Communication Workshop 52

ShepHyken

SEPTEMBER 26, 2023

Now, let’s switch to the business on the receiving end of the customer’s disappointment and anger and discuss the problem. I’ve covered how to handle angry customers many times, so let’s not go there again. If you go to www.CustomerServiceArticles.com , you will find many articles covering that topic.

Customer Service 144

Customer Service Social Media Workshop Customer Service Training 144

ShepHyken

DECEMBER 14, 2018

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Blog 108

Blog Customer Experience Government Article 108

ClientSuccess

JANUARY 3, 2023

Additionally, ask customers why they either do or don’t refer your product or service. The answers to this question can provide valuable insights into the customer experience and help inform future improvements. Moves the customer closer to the end goal of where they want to be with your product.

Net Promoter Score 81

Net Promoter Score Reference Loyalty Customer Confidence 81

ShepHyken

FEBRUARY 11, 2022

This week we feature an article by Devin Pickell, Growth Marketer at Privy. He shares simple but effective ways to improve your post-purchase customer experience so your customers keep coming back for more. Getting a customer to make their first purchase is not easy. Audit your order confirmation sequence.

E Commerce 71

E Commerce Customer Experience Loyalty Programs Loyalty 71

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Blog 102

Blog Omnichannel Average Handle Time Contact Center 102

ShepHyken

OCTOBER 10, 2018

This brings me to an article I just read about a man who was banned from an all-you-can-eat sushi restaurant for eating too much food. I say “take advantage” because we would starve ourselves all day, waiting to unleash our hunger on the delicious spaghetti and ravioli the Past House served.

Customer Service Training 124

Customer Service Training Loyalty Article Information 124

ShepHyken

JULY 14, 2017

This week we feature an article by Mike Allton about negative and fake reviews. Ask your customers to post online reviews. The rest of this article examines the “cutting edge industry of scams,” Making Money Online (MMO). For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Blog 46

Blog Customer Experience Document Social Media 46

CSM Magazine

NOVEMBER 13, 2024

How SOC 2 Helps Build Customer Trust and Confidence Here are a few ways that having SOC compliance can help your business build trust with customers: Demonstrates Your Commitment to Security : SOC 2 compliance is the ultimate demonstration that your business is dedicated to protecting customer data.

Document 52

Document Customer Confidence Customers Information 52

Kayako

JULY 28, 2022

Data cited in a Harvard Business Review article shows a strong preference for self-service: Across industries, 81% of all customers attempt to solve their problems with self-service options before reaching out to a live representative. Gives customers confidence they can resolve their issue, so they don’t abandon the attempt too early.

Customer Service 98

Customer Service Management E-support B2C 98

CSM Magazine

JULY 13, 2022

Here are the best examples of customer touch points that might apply to your business. Blogs and articles. Publishing articles and blogs not just helps with search engine optimization, but you can also share the information on your social media platforms. Customers are often exposed to ads on Google. Pre-purchase stage.

Touchpoint 69

Touchpoint Customer Journey Loyalty Programs Social Media 69

ShepHyken

SEPTEMBER 7, 2018

This week we feature an article by Michelle Nickolaisen about customer review programs. Accept that you may be reviewed by the customer. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Articles: 57% Of Sales Reps Missed Their Quotas Last Year.

Blog 87

Blog 2018 Demo Reference 87

Thematic

FEBRUARY 24, 2025

By leveraging AI-powered analytics, companies can detect pain points, personalize interactions, and anticipate customer needs before they arise. From real-time feedback collection and sentiment analysis to predictive analytics and AI-driven personalization, the strategies in this article show how brands can turn insights into action.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

ShepHyken

NOVEMBER 17, 2017

This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. Megan Wenzl is the associate editor for ReviewTrackers, an award-winning customer feedback software that helps businesses measure and transform the customer experience. – Shep Hyken.

Customer Engagement 81

Customer Engagement Blog Engagement Hotels 81

Answer Dash

NOVEMBER 21, 2018

(This article is originally published at IT-Online ) According to Gartner, customer experience (CX) – more than products or solutions – is the new battlefront for business, with 81% of marketers saying that by 2020 they expect to be competing mostly or completely on the basis of CX.

User Experience 75

User Experience Social Media 2010 2025 75

CSM Magazine

NOVEMBER 3, 2020

Staff, voters and customers remember those who have attempted to pull the wool over their eyes. 3 ways to improve customer service using Artificial Intelligence. AI for high resolution levels – customers simply want answers and they expect fast results, with or without a pandemic.

Poor Customer Service 105

Poor Customer Service Customer Service Insurance Automotive 105

ShepHyken

MAY 4, 2018

This week we feature an article by Meyer Baron who writes about the essential stages of a winning customer experience. Smart companies promise a positive customer service experience, and they deliver. – Shep Hyken. Customer experience” means different things to different people.

Blog 84

Blog Customer Experience Advertising Sales 84

ChurnZero

NOVEMBER 18, 2021

By investing in your customers’ education and articulating its benefits, you make change easier, and therefore, customers are more likely to put down roots and grow with you. In this article, I share my mantra for learning that guides my work, as well as how to ensure your education program engages students and drives lasting change.

Webinar 98

Webinar Customers Customer Journey Engagement 98

Comm100

AUGUST 8, 2022

This segment in digital customer service is growing fast, and 70% of customers now either use or are interested in chatbots for simple customer service. In this article, we’ll answer your questions like “what is a chatbot?” and “how does a chatbot use machine learning?”. What is a chatbot?

Customer Service 98

Customer Service Social Media Books Return on Investment 98

ShepHyken

SEPTEMBER 7, 2016

Customer Opportunity. Just last week I wrote an article about companies that ask customers to repeat their problems, account numbers and more. So consider this a follow-up to that article that approaches the subject from a completely different angle.

Customer Service Representative 85

Customer Service Representative Customer Service Training Customers Article 85

BirdEye

DECEMBER 16, 2022

Your Google reviews can go a long way toward improving website traffic and gaining trust among potential customers. Check out our article on why you should display reviews on your website. That means that when customers see your Google reviews, they’re likely to believe they are authentic reviews from real customers.

Multi-Channel 98

Multi-Channel Download Insights Hotels 98

Totango

AUGUST 2, 2022

If you fail to deliver value at any stage of the relationship, customer confidence (and retention) may begin to decline. The post The Unique Role of CSMs appeared first on Best Customer Success Blog: Articles for Enterprise Growth. Start making an impact today by signing up for Totango for free!

Customer Success 83

Customer Success Customer Journey Customer Confidence Customer Satisfaction 83

ShepHyken

OCTOBER 31, 2018

They are totally consistent with what we stand for, what I write about in my books and articles, and how we conduct ourselves at work every day. And, we want to teach our clients to be amazing to their customers, clients, guests, members – and anyone else they do business with. Those three words are very important. It’s simple….

Sports 117

Sports Books Customer Service Training Presentation 117

ShepHyken

MARCH 14, 2018

There are plenty of other words and phrases people say that upset customers, cause them to lose confidence , and may ultimately cause them to leave and never come back. Share this article with your team, then sit down and talk about which of these phrases might be in your vocabulary – and banish them. Develop better responses.

Customer Service Training 116

Customer Service Training Customer Service Customers Article 116