Thematic

MARCH 20, 2025

Ever felt frustrated after contacting customer service and getting no real help? Businesses today receive huge volumes of customer feedback—from emails and chats to surveys and reviews. Simply put, it’s about digging into unstructured feedback to uncover meaningful insights that improve customer service.

Customer Service 62

Customer Service E-support Feedback Insights 62

CloudCherry

AUGUST 22, 2019

Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. As he says, “The company that can add convenience to already good customer service has an opportunity to disrupt their competition- maybe even an industry.” Now, THAT’s the sweet stuff.

Travel 240

Travel Customer Service Training Books Culture 240

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. Airline Customer Service Improved In 2020.

2020 124

2020 Article Customer Service Airlines 124

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. How do you handle a bad customer service experience ? Here are my top five picks from last week.

2021 153

2021 Article Customer Service Social Media 153

ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. That’s Not My Department” and 10 Other Phrases Customers Hate. That said, there are still plenty of other phrases and words we, as customers, hate to hear.

Article 123

Article Customer Service 2018 Books 123

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. (No Here are my top five picks from last week.

Article 153

Article 2021 Customer Service 2026 153

ShepHyken

SEPTEMBER 6, 2017

In other words, you can’t – and shouldn’t – judge a book by its cover. Don’t make the mistake of judging a book by its cover. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. The post Big Mistake… Don’t Judge a Book Buy Its Cover appeared first on Shep Hyken.

Books 0

Books Hotels Customer Service Training Sales 0

ShepHyken

MARCH 4, 2025

I had a sit-down with Michael Podolsky, the CEO of PissedConsumer.com , a sounding board for consumers to leave comments and reviews when they cant get the customer service they want or deserve. Share insights with your team and use them to stay customer-focused and ahead of your competition.

Workshop 85

Workshop Feedback Customer Service Training B2B 85

ShepHyken

NOVEMBER 30, 2016

Jim Collins, author of the bestselling business book, Good to Great said, “Good is the enemy of great.”. A good customer service experience is doing what you are supposed to do. Beyond satisfactory – and beyond good – is an exceptional customer service. That’s expected. In other words, it meets basic expectations.

Exceptional Customer Service 134

Exceptional Customer Service Customer Satisfaction Customer Service Social Media 134

ShepHyken

MAY 1, 2019

I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying process or when there is a problem. They have good customer service. Their Genius Bar is… genius.

Customer Service 127

Customer Service Brands Advertising Customer Service Training 127

ShepHyken

SEPTEMBER 30, 2020

And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers. This year it’s October 5-9.

Customer Service 131

Customer Service Poor Customer Service Customer Service Representative Customers 131

ShepHyken

AUGUST 7, 2019

The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends. There are many others, and this is just one of the reasons Zappos is recognized as one of the top customer service companies on the planet.

Customer Service 132

Customer Service Culture Customer Service Training Leadership 132

ShepHyken

MAY 11, 2021

Applying the Velocity Mindset in Customer Service. How Empathy Accelerates Great Customer Experience. They discuss the impact of empathy in delivering customer-focused service. . When we don’t satisfy our customers sooner (or soon enough), they walk. . “Everybody is in customer service.

Customer Focused 173

Customer Focused Customer Service Books Communication 173

ShepHyken

APRIL 11, 2018

His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. I could write a small book about that discussion. A potential client called for help.

Customer Focused 106

Customer Focused Touchpoint Banking Culture 106

ShepHyken

MARCH 4, 2020

If you’re reading this article the week it’s posted, then this is a sneak preview of a few of my favorite quotes from the book. Even if it’s after the book comes out, it’s not too late to “join” the Cult of the Customer—the cult you want to belong to! Don’t confuse customer service with customer experience.

Books 168

Books Loyalty Customer Service Training Customers 168

ShepHyken

OCTOBER 3, 2016

Each week I read a number of customer service articles from various online resources. Customer Service Week: Appreciating Clients and Employees Gives You an Edge by Sandra Idossou. My Comment: This week is International Customer Service Week. Here are my top five picks from last week.

2016 125

2016 Article Airlines Customer Service 125

ShepHyken

SEPTEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. 20 Must-Read Books for Anyone Who Does Customer Service (UPDATED!) Groove) These books will change the way you look at customer support. Here are my top five picks from last week. by Len Markidan. Happy Reading!

2016 115

2016 Article Customer Service Books 115

ShepHyken

JANUARY 3, 2018

With that in mind, I’d like to share five customer service tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year. The customer expects more than ever. The company that makes it easier and more convenient for the customer wins.

2018 118

2018 Customer Service Social Media Customer Service Training 118

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. ’ CX is much more than these, though.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

ShepHyken

APRIL 5, 2021

Each week I read a number of customer service and customer experience articles from various resources. Balancing Humanization and Digitization: 3 Key Customer Service Trends by Jordy Leiser. Here are three customer service trends brands should prepare for in 2021. Start listening today!

2021 129

2021 Article Customer Service 2025 129

ShepHyken

NOVEMBER 7, 2016

Each week I read a number of customer service articles from various online resources. What’s stopping your customers from being loyal? Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers. It’s actually a short “play book.” by Graham Jones.

2016 125

2016 Article Customer Service Loyalty 125

ShepHyken

SEPTEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. My Comment: The contact center can be the focus of how a customer rates a company’s customer service. Take Starbucks as an example.

2016 123

2016 Article Customer Journey Mapping Customer Service 123

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. I wrote a book on it!) Here are my top five picks from last week.

2019 114

2019 Article Customer Service Competitive Advantage 114

ShepHyken

SEPTEMBER 8, 2021

One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. Yes, the word terminate ties into the movie Terminator , which somehow became a theme in the background of the book.

Books 169

Books Social Media Customer Service Training Reference 169

ShepHyken

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.

Article 127

Article 2022 Customer Service Customer Service Training 127

Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. Here are some ways you can educate and empower yourself to be the customer experience champion you want to be.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. Retail Customer Experience) Sweetwater Sound Inc., Here are my top five picks from last week.

Article 116

Article E Commerce 2021 Customer Service 116

ShepHyken

DECEMBER 11, 2019

Here are the first ten of twenty ideas as to how you can up your customer service game in 2020. Too often companies focus all their efforts on acquiring new customers instead of keeping existing customers. Don’t forget about your “sold” customers—stay in touch on a (somewhat) regular basis. Stay in touch.

2020 118

2020 Customer Service Fashion Customer Service Training 118

ShepHyken

MARCH 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. The author showcases several ways to measure the success of customer service and experience. So is the word guest.

2020 101

2020 Article Customer Service Books 101

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Books 182

Books Magazine Return on Investment Culture 182

ShepHyken

AUGUST 11, 2021

Don’t get me wrong, I love repeat customers, and we absolutely want them. Repeat customers are very desirable. I write about this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. As a business, you should do everything you can do to get the customer to come back.

Loyalty 174

Loyalty Books Customers Customer Service Training 174

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S.

2021 99

2021 Article Customer Service Social Media 99

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

ShepHyken

AUGUST 18, 2021

and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. We asked customers to rate various customer service experiences on a scale of one to five, in which a score of one signified not important at all with five being very important.

Airlines 174

Airlines Customer Experience 2021 Customer Service Training 174

ShepHyken

SEPTEMBER 29, 2021

I even wrote a book, Amaze Every Customer Every Time , in which I used Ace as the role model example throughout the entire book. Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. What if they looked beyond the competition?

Hospitality 162

Hospitality Books Customer Service Training Leadership 162

Michel Falcon Experience

OCTOBER 21, 2019

Sometime today or tomorrow you’re going to receive bad customer service from a company that you do business with. Immediately you will feel the effects of bad customer service. These companies are focused on customer acquisition through PPC, Facebook ads, expensive sales seminars, influencer marketing and more.

Customer Service 111

Customer Service Customer Journey Mapping Customer Centricity Advertising 111

ShepHyken

MARCH 24, 2021

This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. Both give you an idea of how happy the customer is.

Measurement 160

Measurement Net Promoter Score Customer Satisfaction Books 160