ShepHyken

DECEMBER 29, 2024

Each week, I read many customer service and customer experience articles from various resources. 17 Key Customer Service Skills + Ways to Develop Them by Nidhi Lohia (Hiver) In this article, we take a look at 17 essential skills that are relevant for those working in customer service.

Article 74

Article 2025 Customer Service 2024 74

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 86

Customer Service Workshop Customer Service Training Customers 86

ShepHyken

OCTOBER 27, 2024

Each week, I read many customer service and customer experience articles from various resources. What Customer Service Trends Should You Jump On Now? Businesses that can adapt to these changes are not just improving customer experience—they’re future-proofing their brand. Connect with Shep on LinkedIn.

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Article Customer Service Social Media 2024 80

ShepHyken

DECEMBER 9, 2024

Each week, I read many customer service and customer experience articles from various resources. Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a businesss most crucial operations in 2024, customer service would probably be among the most important ones.

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2024 Article 2025 Customer Service 74

ShepHyken

FEBRUARY 23, 2025

Each week, I read many customer service and customer experience articles from various resources. B2B Customer Service: 5 Proven Strategies to Drive Success by Foundever (Foundever) What sets leading B2B (business-to-business) brands apart? Successful B2B companies view their customers as partners.

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2025 Article Customer Service Social Media 80

ShepHyken

JANUARY 30, 2024

Many companies still believe that customer service is what happens when something goes wrong. However, that is only one part of customer service. The bigger picture is that customer service happens throughout a customer’s entire experience while doing business with you.

Customer Service Training 103

Customer Service Training Customer Service Marketing Workshop 103

ShepHyken

NOVEMBER 11, 2024

Each week, I read many customer service and customer experience articles from various resources. 15 Strategies for Effective Customer Service Resolutions by Pratik Salia (Knowmax) Handling customer conflicts well isn’t just about resolving issues—it’s your chance to turn frustrated customers into long-term customers.

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2024 Article Customer Service Magazine 70

ShepHyken

NOVEMBER 18, 2024

Each week, I read many customer service and customer experience articles from various resources. 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. Connect with Shep on LinkedIn.

Article 74

Article Customer Service 2024 2025 74

ShepHyken

APRIL 6, 2025

Each week, I read many customer service and customer experience articles from various resources. The Inside-Out Blueprint for Customer Experience by Greg Kihlstrom (CMSWire) Medallia Experience showed how organizations win when culture, AI, and leadership all work in harmony. Here are my top five picks from last week.

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2025 Article Customer Service B2C 70

ShepHyken

DECEMBER 22, 2024

Each week, I read many customer service and customer experience articles from various resources. How to Improve Customer Support on a Budget by Tycoonstory (Tycoonstory) Whether youre a startup starting to gain traction, or an established business, you need to run a lean operation.

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Article 2024 2025 Customer Service 77

ShepHyken

NOVEMBER 3, 2024

Each week, I read many customer service and customer experience articles from various resources. Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences. Connect with Shep on LinkedIn.

Article 70

Article 2024 Customer Service Loyalty Programs 70

ShepHyken

JANUARY 12, 2025

Each week, I read many customer service and customer experience articles from various resources. Beyond the First Purchase: How AI Is Transforming Customer Retention Strategies by Erik Huberman (Grit Daily News) Diving deeper into the transformational role of AI in customer retention, were not just witnessing a shift.

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2025 Article Magazine Customer Service 74

ShepHyken

OCTOBER 13, 2024

Each week, I read many customer service and customer experience articles from various resources. How to Improve Customer Experience In Your Organization by Mike Henry (InMoment) Working to improve customer experience is an important part of CX management and something that organizations should be continuously striving for.

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Article 2025 Customer Service 2024 70

ShepHyken

MARCH 24, 2025

Each week, I read many customer service and customer experience articles from various resources. Should AI Be Used To Respond to Customer Reviews? My Comment: Brian Higgins, Verizon’s Chief Customer Experience Officer, leads a world-recognized brand in its effort to deliver an amazing customer experience.

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Article 2025 Customer Service Healthcare 74

ShepHyken

JANUARY 5, 2025

Each week, I read many customer service and customer experience articles from various resources. The goal is to create an emotional connection. It gets customers to come back again and again. Thats three-quarters of your customers! Connect with Shep on LinkedIn.

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2025 Article Customer Service Loyalty Programs 70

Stella Connect

JANUARY 26, 2022

It’s on you to ensure that every agent is prepared to delight customers day in and day out — and in this blog post, we’ll lay out customer service training tips you need to know. But if agents routinely fail to deliver satisfactory service interactions, customers will never return. What should you do?

Customer Service Training 96

Customer Service Training Customer Service Management Feedback 96

ShepHyken

MARCH 30, 2025

Each week, I read many customer service and customer experience articles from various resources. Companies that excel at creating positive and memorable experiences often enjoy higher customer loyalty, increased sales, and a stronger brand reputation. It makes you feel important with personal attention and custom offers.

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2025 Article Customer Service Magazine 70

ShepHyken

FEBRUARY 3, 2025

Each week, I read many customer service and customer experience articles from various resources. My Comment: Ive said this many times before: What happens on the inside of an organization is felt on the outside by the customer. The result can be a demotivated team and lower customer satisfaction scores.

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2025 Article Customer Service Loyalty Programs 74

ShepHyken

FEBRUARY 16, 2025

Each week, I read many customer service and customer experience articles from various resources. My Comment: One of my favorite customer experience topics is loyalty programs. The best loyalty programs create connection and can even evoke emotion. The same thing is happening with customer engagement.

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2025 Article Customer Service Loyalty Programs 80

ShepHyken

OCTOBER 20, 2024

Each week, I read many customer service and customer experience articles from various resources. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle? Customers’ expectations continue to rise. Connect with Shep on LinkedIn.

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Article 2024 Customer Service 2025 77

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? So, here are seven customer service and CX resolutions that are easy to keep: Respond quickly to customers Quick response to customers increases their confidence in you.

Customer Service 70

Customer Service 2025 Workshop Reference 70

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

JANUARY 28, 2025

We Want Satisfied Customers: Our annual customer service research found that one in four (23%) dont return to a business that just satisfies them. Only the Front Line Needs Customer Service Training: Everybody in an organization is responsible for their role in customer service.

Loyalty Programs 93

Loyalty Programs Customer Service Training Workshop Culture 93

ShepHyken

DECEMBER 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a business’s most crucial operations in 2024, customer service would probably be among the most important ones.

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2024 Article Customer Service 2025 77

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. This is an interesting new way to look at customer interactions, both in person and digitally. Customer behavior is driven by the experience, which could include an emotional connection to the company or brand.

Article 62

Article Customer Service Loyalty Programs 2024 62

ShepHyken

NOVEMBER 25, 2024

Each week, I read many customer service and customer experience articles from various resources. This article covers profiling your customers, and the idea is that once you understand the customer, what to do with that information. My Comment: Customer support is going to get better!

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Article Customer Service 2025 2024 70

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. I am not a millionaire. Look around you.

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Social Media Customer Service 2025 Customers 167

ShepHyken

JANUARY 26, 2025

Each week, I read many customer service and customer experience articles from various resources. My Comment: Of course there are more than three things that will set your customer service apart from others, but these three are a good start for just about any company. Connect with Shep on LinkedIn.

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Article 2025 Customer Service Loyalty Programs 66

ShepHyken

NOVEMBER 12, 2024

It’s unrealistic to think you could retain 100% of your customers forever. That leaves 49% of customers who could potentially be swayed by price. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Return on Investment 101

Return on Investment Financial Workshop Customer Service Training 101

ShepHyken

NOVEMBER 26, 2024

Then, change it sooner rather than later. Here are a few of my favorite slogans: Zappos: “Delivering Happiness” – Zappos is an online shoe company known for its award-winning, legendary customer service. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Brands 83

Brands Loyalty Workshop Customer Service Training 83

ShepHyken

OCTOBER 29, 2024

So, here’s a question for you: Are you confident your customer service and CX won’t scare your customers away? Proactive Customer Service – When you reach out to a customer before they call you about a problem – and sometimes before they even know there’s a problem – you’re proving you have their back.

Workshop 86

Workshop Loyalty Programs Customer Service Training Customer Service 86

ShepHyken

FEBRUARY 9, 2025

Each week, I read many customer service and customer experience articles from various resources. Fresh Ideas to Spark Customer Engagement by Dan Pratt (Call Centre Helper) Customer engagement is critical to maintaining a loyal customer base, but achieving this consistently is a challenge!

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2025 Article Customer Service Sports 74

ShepHyken

DECEMBER 24, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Customer Experience 91

Customer Experience 2025 Sports Workshop 91

ShepHyken

FEBRUARY 25, 2025

We have all been victims of a customer service or experience farce. When it comes to customer service, May the Force be with you! Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

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Workshop 2018 Customer Service Training Feedback 133

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Customers are enjoying self-service options, so give them what they want. That’s where empathy comes in.

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2021 Article Customer Service Net Promoter Score 160

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. Do more in 24! Be more engaged – Your customers want to feel that you’re focusing on them.

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Customer Service Workshop Customer Service Training Connections 163

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. While all three of these customer service and CX metrics can formally be measured, most likely, you’re not the one doing the measuring.

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Metrics Customer Service Workshop Measurement 158