ShepHyken

MAY 1, 2019

Just opening the box of an Apple product is an incredible customer experience. This is one of America’s most iconic brands. First, they deliver amazing service. More than the typical friendly service that’s expected, they provide helpful service. That’s actually their brand promise: “The Helpful Hardware Place.”

Customer Service 125

Customer Service Brands Advertising Customer Service Training 125

ShepHyken

NOVEMBER 3, 2024

Operationalize by Zeisler Consulting (Zeisler Consulting) If you’re wondering what CX really is, leave it to a marketer of course to put it succinctly and easily: CX is all about operationalizing your Brand Promise. Marketing is about the brand promise. My Comment: Here’s an interesting article about the link between CX and marketing.

Article 68

Article 2024 Customer Service Loyalty Programs 68

ShepHyken

DECEMBER 24, 2024

EVERY interaction your customers experience. Based on the experiences customers have with the best customer-focused brands, they continue to get smarter about CX and will demand more from you. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Experience 87

Customer Experience 2025 Sports Workshop 87

ShepHyken

MARCH 4, 2025

While most companies practice social listening for their own brands, paying attention to social mentions about your competition gives you a broader insight into whats happening in your industry. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Workshop 80

Workshop Feedback Customer Service Training B2B 80

ShepHyken

DECEMBER 3, 2024

In my customer service and CX research (sponsored by RingCentral ), there is an entire section devoted to surveys, and two findings apply to this experience: 72% of customers say they never hear back from the company or brand after completing a survey. Connect with Shep on LinkedIn.

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Workshop Customer Service Training Feedback Customer Service 82

CSM Magazine

MAY 14, 2024

Customer service often becomes the battleground where loyalty is won, and brands are differentiated. The saying “the customer is always right” has evolved into recognizing customer service as a crucial aspect of every business.

Customer Service Training 52

Customer Service Training Customer Service Customer Service Representative Competitive Advantage 52

ShepHyken

OCTOBER 15, 2024

Good customer service becomes noticeable for two reasons: A company or brand can be known for amazing customer service and experience. Customers may notice the employees’ attitude, how easy they are to do business with and more. However, over time, customers will notice that there are never problems.

Customer Service 85

Customer Service Workshop Customer Service Training Definition 85

ShepHyken

FEBRUARY 16, 2025

What Customers Really Want From a Loyalty Program by Eileen Stephens (CMSWire) Customer loyalty programs have become a multi-million-dollar industry and a critical driver of revenue for brands. My Comment: One of my favorite customer experience topics is loyalty programs. Connect with Shep on LinkedIn.

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2025 Article Customer Service Loyalty Programs 77

ShepHyken

OCTOBER 20, 2024

Customer experience expert, Chip Bell, immediately recognizes that there are organizations that may not (and should not) embrace a fun strategy. But for the right company or brand, this can work well. My Comment: Let’s learn from some recognizable brands about how their relationship marketing. Let’s learn from some of the best.

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Article 2024 Customer Service 2025 74

ShepHyken

NOVEMBER 18, 2024

Chewy CEO Sumit Singh explains that a “moat” of human-led customer service was built around the Chewy brand so that it can compete in the evolving marketplace. My Comment: Let’s kick off this week’s Top Five roundup with a Fast Company interview with Sumit Singh, the CEO of one of my favorite customer-focused companies, Chewy.

Article 71

Article Customer Service 2024 2025 71

ShepHyken

NOVEMBER 11, 2024

The subtitle/description of this article indicates these strategies will “transform tricky situations into trust-building moments through thoughtful customer service resolution.” The one-sentence summary of this article is that a major determinant of a customer’s “happiness level” with a company or brand is staff friendliness.

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2024 Article Customer Service Magazine 68

ShepHyken

DECEMBER 9, 2024

My Comment: We kick off this weeks Top Five roundup with an article from Tomas Hult, professor at the Broad College of Business at Michigan State University and a part of the leadership team of the American Customer Satisfaction Index. Can Your Customer Service Make a Sale? The experts cant always be right!

2024 71

2024 Article 2025 Customer Service 71

ShepHyken

OCTOBER 13, 2024

In addition, the article shares five benefits of implementing a customer experience improvement program. It’s a “structured initiative designed to enhance the interactions a customer has with a brand.” My Comment: Reviews are important to the customer experience. Aren’t the customer and the user the same?

Article 68

Article 2025 Customer Service 2024 68

ShepHyken

DECEMBER 31, 2024

Id be Captain Amazing, working with clients who want to create amazing customer and employee experiences. Anything less than a consistent experience erodes confidence and trust in the company or brand. Whats your favorite metric to measure customer success? Whats the biggest CX challenge businesses face today? Consistency.

Customer Experience 90

Customer Experience Workshop Metrics Customer Service Training 90

Win the Customer

NOVEMBER 20, 2024

Increased Customer Loyalty: Empathetic interactions build trust and loyalty, encouraging customers to choose your brand over competitors. Improved Brand Reputation: Positive customer experiences, fueled by empathy, can significantly enhance a brand’s reputation.

Interaction 59

Interaction Net Promoter Score Competitive Advantage Social Media 59

ShepHyken

JANUARY 5, 2025

As we look ahead to Season 2, Shep and I are excited to bring you even more actionable insights to help you create super amazing customer experiences. Thank you for letting us be a part of your 2024and well see you next year for a brand-new season! Every customer wants to feel like you care and appreciate them.

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2025 Article Customer Service Loyalty Programs 68

ShepHyken

DECEMBER 29, 2024

New CX Index Report: Data Reveals Personalization and Integrity Are the New Imperatives for Customer Loyalty in Retail, Financial Services, and Telecoms by Fabrizio Trotti (Technology Reseller News) Today, customer experience (CX) is no longer just a differentiator; its the foundation of customer loyalty and long-term business growth.

Article 71

Article 2025 Customer Service 2024 71

ShepHyken

OCTOBER 27, 2024

Businesses that can adapt to these changes are not just improving customer experience—they’re future-proofing their brand. My Comment: I like this article, which shares some of the big trends in customer service and CX, tells us why and then suggests what we might do with the information.

Article 77

Article Customer Service Social Media 2024 77

ShepHyken

FEBRUARY 9, 2025

Number three is my favorite: Invest in CX, and Brand Loyalty will pay you back. Yes, repeat business and loyalty (and more good results) can come from investing in the customer experience. Hes got a background with major brands that could positively impact the brand, which has had its share of problems in the past few years.

2025 71

2025 Article Customer Service Sports 71

Experience Investigators by 360Connext

JANUARY 28, 2020

What would it cost to lose 10% of your customers? What would it mean if 4 out of 5 customers generated negative word-of-mouth for your brand? That’s the cost of not considering customer experience in a full and integrated way with the strategy of your organization. Look for ways to connect those dots first.

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2020 Net Promoter Score ROI Metrics 250

ShepHyken

DECEMBER 16, 2024

The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE (MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share. My Comment: What is a Forever Customer? This is the customer you want!

Article 62

Article Customer Service Loyalty Programs 2024 62

ShepHyken

JANUARY 12, 2025

Its about fostering a community of advocates who believe in your brand as much as you do. There are major challenges to address and obstacles to overcome before brands can even start thinking about hyper-personalization. Customers enjoy doing business with companies that know why they are. It can when its used the right way.

2025 71

2025 Article Magazine Customer Service 71

ShepHyken

MAY 24, 2021

There are many ways to let customers know you appreciate them, and this article covers most of them, along with some expert opinions from other successful business people. The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World by Kim Campbell. Follow on Twitter: @Hyken.

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2021 Article Customer Service Customer Retention 157

ShepHyken

APRIL 26, 2021

My comment: One of the compelling propositions for our clients interested in our customer service training programs is that that customer service doesn’t cost. One of the main points is that customer service is becoming the face of a brand. Think about that! Thank you MattsenKumar!).

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2021 Article Customer Service Loyalty Programs 137

ShepHyken

JANUARY 26, 2025

Verizon Customer Chief Talks Retail Customer Experience: It’s All About Personalization by Judy Mottl (Retail Customer Experience) Brian Higgins, chief customer experience officer at Verizon, offers insight on Verizons CX strategy and what makes for a rewarding, compelling customer experience.

Article 65

Article 2025 Customer Service Loyalty Programs 65

ShepHyken

FEBRUARY 14, 2022

It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. One of the most important parts of this process is making sure that you’re asking customers the right questions. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick.

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Article 2022 Customer Service Customer Service Training 124

ShepHyken

MAY 10, 2021

Customers are enjoying self-service options, so give them what they want. 15 Unique Ideas For Inspiring Brand Loyalty In 2021 by Expert Panel. Forbes) In this article, 15 members of the Forbes Agency Council share unique ideas for connecting with customers in a way that builds genuine trust and, in turn, brand loyalty in 2021.

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2021 Article Customer Service Net Promoter Score 157

CloudCherry

AUGUST 27, 2019

And, when asked about an experience with a brand that completely blew him away? Jeff Toister helps customer service teams unlock their hidden potential. He is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. Who doesn’t love that?

Customer Service Training 170

Customer Service Training Customer Centricity Culture Download 170

ShepHyken

MARCH 12, 2024

So, here are six ways to create an experience personality that will transform your company or brand from merely providing products and services to doing so with personality: Your Company’s Personality: I don’t care what you sell. Last week’s content was meant to get you thinking. Now, I want you to take action on the content.

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Workshop Advertising Customer Service Training Books 154

ShepHyken

SEPTEMBER 29, 2021

Other brands have gone down this path. Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. The Ritz-Carlton has a team of trainers that companies hire to learn the secrets of creating world-class hospitality and service. And they did.

Hospitality 159

Hospitality Books Customer Service Training Leadership 159

ShepHyken

MARCH 10, 2025

Privacy-First Personalization in Marketing Wins Customer Trust by Atul Jindal (CMSWire) Personalization gets customers hooked, but cross the privacy line, and theyll ghost your brand. My Comment: As companies and brands use AI to help create personalized experiences, the topics of trust and transparency arise.

2025 68

2025 Article Loyalty Programs Customer Service 68

ShepHyken

AUGUST 18, 2021

Seventy-five percent surveyed are more likely to be loyal to a company or brand that delivers a personalized customer experience. . Knowing your customers better than your competition knows them may be the differentiator that earns you their business. . You just have to understand the data. Consider this: .

Airlines 173

Airlines Customer Experience 2021 Customer Service Training 173

ShepHyken

DECEMBER 1, 2024

16 Big Trends In Marketing That May Soon Be On Their Way Out by Forbes Councils Member (Forbes) Marketing strategies rooted in fleeting digital trends can become obsolete faster than companies can adapt their long-term brand narratives. I’m honored they included one of my ideas, and you’ll be glad you took the time to read the other nine.

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2024 Article Customer Service 2025 74

ShepHyken

APRIL 9, 2024

So many companies and brands are trying to win customers over by delivering a better service experience. In my recent customer service and CX research (sponsored by RingCentral ), I included a question that would give us an updated number for this concept. And the reason is that they are just satisfied.

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2024 Workshop Customer Service Training Customers 143

ShepHyken

JANUARY 7, 2025

The Secret to eBay’s Phenomenal Customer Experience with Derek Allgood : I had the pleasure of interviewing Allgood, eBays VP of global CX. Hearing from the guy in charge of CX for a globally recognized brand is fascinating! A Company Culture of Good with Chad Jensen : What is TCC? Connect with Shep on LinkedIn.

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2024 Article 2025 Workshop 77

ShepHyken

NOVEMBER 3, 2021

I would love to get some service-related feedback. My hotels have struggled this year with our service scores. In years past both of my locations were consistently in the top 30% of brands. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Hospitality 167

Hospitality Hotels Customer Experience Feedback 167

ShepHyken

OCTOBER 17, 2018

The reason I bring this up is that I was reading an article about the top global brands. Interbrand just released their Interbrand Best Global Brands list, and it won’t surprise you to find out which companies are at the top of the list. Think about how big these brands are and how they have woven their way into our culture.

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Social Media Customer Care Customer Service Training Brands 121