ShepHyken

NOVEMBER 3, 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. My Comment: I’ve always said a great customer experience (CX) starts with a great employee experience (EX).

Article 69

Article 2024 Customer Service Loyalty Programs 69

ShepHyken

DECEMBER 22, 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. My Comment: Were winding down the year, and I cant think of a better article to read to prepare for 2025.

Article 76

Article 2024 2025 Customer Service 76

ShepHyken

DECEMBER 9, 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. Having been a marketer for over a decade, I deeply understand the impact of a good customer experience. Thats a department.

2024 73

2024 Article 2025 Customer Service 73

eglobalis

NOVEMBER 3, 2024

This article explores ten practical strategies for B2B companies to move beyond rigid, cookie-cutter frameworks, offering a pathway toward a more personalized, authentic, and impactful CX approach that leverages a company’s unique strengths and the power of cultural innovation.

B2B 514

B2B Culture Innovation Loyalty 514

ShepHyken

MARCH 30, 2025

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. Finally, employees must be given the right tools they need to take care of customers.

2025 69

2025 Article Customer Service Magazine 69

ShepHyken

NOVEMBER 18, 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. Unless the customer is trying to take advantage of you, this is sound wisdom. According to this article, it is not.

Article 73

Article Customer Service 2024 2025 73

ShepHyken

OCTOBER 13, 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. My Comment: Let’s kick off this week’s Top Five roundup with a list of ten different ways to improve customer experience.

Article 69

Article 2025 Customer Service 2024 69

ShepHyken

MARCH 24, 2025

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. Should AI Be Used To Respond to Customer Reviews? This article emphasizes the power of a subscription model.

Article 73

Article 2025 Customer Service Healthcare 73

ShepHyken

JANUARY 12, 2025

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 excellent article in RetailWire shows how Amazon is fighting fake ratings and reviews. So, who can you trust?

2025 73

2025 Article Magazine Customer Service 73

ShepHyken

NOVEMBER 11, 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. I always preach that our goal should be to not just fix a problem, but to restore customer confidence.

2024 69

2024 Article Customer Service Magazine 69

ShepHyken

OCTOBER 20, 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. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? Average won’t cut it.

Article 76

Article 2024 Customer Service 2025 76

ShepHyken

FEBRUARY 23, 2025

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. A commitment to customer service that goes beyond transactions to deliver real, long-term value.

2025 79

2025 Article Customer Service Social Media 79

ShepHyken

DECEMBER 29, 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. I have added my comments about each article and would like to hear what you think too. Connect with Shep on LinkedIn.

Article 73

Article 2025 Customer Service 2024 73

InMoment XI

OCTOBER 31, 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. Customer Satisfaction Score (CSAT) Businesses calculate this metric with the help of a customer satisfaction survey featuring a set of questions.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

ShepHyken

JANUARY 5, 2025

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. My Comment: Retail returns are becoming a costly problem for both retailers and customers. According to this article, 16.5%

2025 69

2025 Article Customer Service Loyalty Programs 69

ShepHyken

FEBRUARY 16, 2025

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. How do I love my customers? We kick off this weeks Top Five with an article about loving on your customers.

2025 79

2025 Article Customer Service Loyalty Programs 79

ShepHyken

NOVEMBER 25, 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. My Comment: There has never been a better time to understand your customer’s buying behavior.

Article 69

Article 2025 Customer Service 2024 69

ShepHyken

FEBRUARY 3, 2025

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. My Comment: Ive said this many times before: What happens on the inside of an organization is felt on the outside by the customer.

2025 73

2025 Article Customer Service Loyalty Programs 73

ShepHyken

MARCH 10, 2025

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 makes the case of ensuring you have a privacy first policy. Here are my top five picks from last week.

2025 69

2025 Article Loyalty Programs Customer Service 69

ShepHyken

DECEMBER 1, 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. Having been a marketer for over a decade, I deeply understand the impact of a good customer experience.

2024 76

2024 Article Customer Service 2025 76

eglobalis

OCTOBER 21, 2024

Introduction As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. However, this approach requires seamless coordination between public relations, social media teams, and customer service to ensure customer experience consistency.

Social Media 497

Social Media Feedback Engagement B2B 497

ShepHyken

DECEMBER 16, 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. Go back and read the first sentence of this very short description, and then read the article. Custom Studio (Inc.

Article 62

Article Customer Service Loyalty Programs 2024 62

ShepHyken

JANUARY 26, 2025

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. The title sums up the gist of the article. What makes a great customer experience? Theres power in personalization.

Article 66

Article 2025 Customer Service Loyalty Programs 66

ShepHyken

FEBRUARY 9, 2025

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. Ive always said that achieving excellence in service and CX is a journey without a destination. He received 396!

2025 73

2025 Article Customer Service Sports 73

eglobalis

FEBRUARY 3, 2025

Companies like Samsung, Oracle, SAP, and Salesforce, which have adopted AI early on, are reaping significant benefits, from enhanced customer satisfaction to operational efficiency. This article explores how technology and customer experience are becoming more interdependent, with a focus on AI’s role in B2B environments.

B2B 381

B2B Customer Experience 2014 2015 381

ShepHyken

MARCH 11, 2025

With all the talk of AI, ChatGPT and more, Im often asked when interviewed, Whats changed in customer service? For thousands of years actually about 3,775 years when customers have had a problem or question, they have contacted the company they are doing business with and hoped that it would be resolved to their satisfaction.

Customer Service 85

Customer Service Workshop Customer Service Training Customers 85

ShepHyken

JANUARY 7, 2025

In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Some people have told me they love the cartoons and dont read the articles. Here is the best from 2024: Rip the Band-Aid Off Communication : Communication is a cornerstone of the customer experience. Your goal is to win back the customers confidence.

2024 79

2024 Article 2025 Workshop 79

CSM Magazine

NOVEMBER 15, 2024

A robust knowledge base can empower your customers to find solutions on their own, reducing support requests and enhancing overall user experience. Here are ten of the best knowledge base software solutions designed to elevate your customer service: 1. Its integration with chatbots ensures customers receive instant support.

Customer Service 52

Customer Service Document Article User Experience 52

ShepHyken

JANUARY 14, 2025

One of our Shepard Letter subscribers recently asked, How come you didnt do an article on customer service or experience New Years resolutions? There are plenty of articles that have been published about how New Years resolutions are easily broken and, ultimately, useless. Im going to approach this differently.

Customer Service 69

Customer Service 2025 Workshop Reference 69

The DiJulius Group

JANUARY 25, 2025

Read Full Article The post How the Savannah Bananas Find Customer Service Rockstars appeared first on The DiJulius Group. Jesse Cole is the founder of Fans First Entertainment, the parent company of the Savannah Bananas, a world-famous baseball circus that travels.

Customer Service 91

Customer Service Entertainment Travel Culture 91

CSM Magazine

DECEMBER 5, 2024

In the modern business landscape, creating a diverse customer service team is both a moral imperative and a strategic advantage. In fact, diversity, equity, and inclusion (DEI) are some of the key trends shaping modern recruitment and hiring practices — signaling a vital need for customer service teams to reflect these values.

Customer Service 52

Customer Service Culture Loyalty Workshop 52

The DiJulius Group

OCTOBER 28, 2024

Nothing can ruin a company’s customer experience faster than rapid growth. CEO & Founder of TMT, Read Full Article The post How to Make Your Customers Be Great at Customer Service appeared first on The DiJulius Group. Over the last 20 years, TMT has experienced enormous growth.

Customer Service 98

Customer Service Consulting Customers Article 98

eglobalis

AUGUST 13, 2024

This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. By fostering a cohesive and user-friendly ecosystem, Apple ensures that its customers remain deeply connected to the brand. Apple: Apple’s customer service is considered very good.

E-support 504

E-support Innovation Customer Centricity Loyalty 504

InMoment XI

NOVEMBER 19, 2024

Contact Centers In customer service, contact center AI hallucinations can damage brand credibility. Customers won’t be able to trust a business after getting an inappropriate response to their queries. For instance, AI models are reasonably good at summarizing articles, generating ideas, and writing whole sections.

Reference 195

Reference Contact Center Healthcare Financial 195

Comm100

DECEMBER 16, 2024

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before.

Customer Service 52

Customer Service 2025 Demo Social Media 52

CSM Magazine

OCTOBER 29, 2024

Today, exceptional customer service has become a crucial factor in attracting and retaining players. In this article, we’ll explore key strategies that online casinos can implement to enhance the player experience through outstanding customer service. Key Strategies for Winning Customer Service 1.

Customer Service 52

Customer Service Exceptional Customer Service Social Media Customer Service Representative 52

eglobalis

AUGUST 19, 2024

While NPS provides a quick snapshot of customer sentiment, it often oversimplifies complex customer relationships, leading to frustration among businesses seeking deeper insights. Gartner predicts that more than 75% of organizations will abandon NPS as a measure of success for customer service and support by 2025.

NPS 434

NPS Net Promoter Score Metrics 2025 434