ShepHyken

FEBRUARY 3, 2025

Each week, I read many customer service and customer experience articles from various resources. The 2025 Customer Service Transformation Report by Intercom (Intercom) For years, weve tracked gradual changes staffing struggles, rising customer expectations, the shift to digital-first.

2025 72

2025 Article Customer Service Loyalty Programs 72

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. Second: CX Is More Than Just Customer Service. This takes the traditional customer service or support department (and agent) to another level. Its much more powerful and important than just service.

Article 62

Article Customer Service Loyalty Programs 2024 62

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. Customer expectations have changed (as in increased). Here are my top five picks from last week.

2021 158

2021 Article Customer Service Net Promoter Score 158

Comm100

JUNE 30, 2016

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.”

Customer Service Training 73

Customer Service Training Customer Service Seminar Banking 73

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Just as we want our customers to come back, we want our employees to stay.  . Keep those phones open for your customers!

2023 140

2023 Customer Service Customer Experience B2C 140

ShepHyken

JUNE 27, 2018

I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency. The quality of the product or service must be consistent. Whatever the company sells must meet the expectations of the customer, every time.

Customer Service 89

Customer Service Loyalty Customer Service Training Customers 89

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 149

Article 2021 Customer Service 2026 149

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

JUNE 19, 2019

Proactiveness: With today’s technological capabilities, why should a customer have to reach out for help to begin with? In many instances, companies can know a customer is having problems before the customer does. Predictive support will soon become a customer expectation. Follow on Twitter: @Hyken.

Customer Service 132

Customer Service Reference Customer Service Training Customers 132

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad I bet you’ll find keeping your existing customers is far less expensive than acquiring new ones.). by Stephanie Falkner.

Article 134

Article E Commerce 2021 Customer Service 134

Win the Customer

NOVEMBER 14, 2016

Thanks to increasing connectivity, your customers can now voice their frustrations to everyone on social media. Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. So, which companies do social customer service right?

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

Happy or Not

NOVEMBER 13, 2024

Exceptional customer service goes beyond simply addressing customer inquiries—it involves anticipating needs, personalizing customer interactions, and delighting customers at every touchpoint. Within six months, JACK & JONES saw a significant improvement, with customer satisfaction scores rising by 35%.

Customer Service 36

Customer Service Hospitality Customer Centricity Sports 36

Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront.

Customer Service Training 99

Customer Service Training Customer Service Competitive Advantage Customers 99

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. They no longer compare you to just your competitors. Sure, there are!

2018 115

2018 Customer Service Social Media Customer Service Training 115

Bill Quiseng

FEBRUARY 15, 2016

Recently in a LinkedIn group, one of the members asked the following question: “The global economy is slowing down, but you’ve been asked to do the impossible: Control costs AND improve customer service experience. Here are three low cost ways that have worked for me in improving customer service.

Customer Service 92

Customer Service Customer Service Training Customer Satisfaction Hotels 92

ShepHyken

AUGUST 23, 2021

Each week I read many customer service and customer experience articles from various resources. Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. Reducing friction creates efficiencies, not only for the customer but also the business. It’s about customer service training.

Article 19

Article 2021 Customer Service Customer Service Training 19

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. Customer Service Acronyms You Need to Know. So, what can companies do to improve customer service?

Customer Service 136

Customer Service E-support Customers Sales 136

ShepHyken

AUGUST 26, 2019

Each week I read a number of customer service and customer experience articles from various resources. 37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. Super Office) Customer experience has fast become a top priority for businesses and 2019 will be no different. by Teresa Allen.

2019 110

2019 Article Customer Service 2020 110

ShepHyken

JANUARY 21, 2025

Come up with that answer, and your customers will appreciate you even more. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Workshop 78

Workshop Travel Customer Service Training Reference 78

ShepHyken

DECEMBER 16, 2020

In my customer service speeches, I’ll sometimes ask the audience to share who their favorite and easiest companies are to do business with. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. I’m often asked what the best way to disrupt the competition is.

Customer Service 155

Customer Service Customer Service Training Customers Communication 155

ShepHyken

MAY 20, 2019

Each week I read a number of customer service and customer experience articles from various resources. The Intersection Of Customer Experience And Employee Experience by Greg Kihlström. Forbes) Let’s explore three ways that customer experience and employee experience intersect and can work together.

Article 23

Article 2019 Customer Service CEM 23

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. Which is Your CX Priority: Satisfied Customers or Profit? LinkedIn) What should your ultimate goal be when designing your customers’ experiences? Satisfied customers or profit. by Mary Drumond.

2019 121

2019 Article Customer Service Leadership 121

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. Customer Service Skills You Need to Master by Alex Yumashev.

2019 111

2019 Article Customer Service Competitive Advantage 111

ShepHyken

SEPTEMBER 20, 2017

National Customer Service Week is coming up the first week in October. This is a time to appreciate employees for doing a great job taking care of customers. And, of course, there is showing some love and appreciation to your customers. What makes good customer service?” Only our customers can.

Customer Service 110

Customer Service Customer Expectations Customer Service Training Customers 110

ShepHyken

SEPTEMBER 8, 2024

Each week, I read many customer service and customer experience articles from various resources. Quality customer service will not only impress new customers but will also be a key motivator in their decision to stick around for the long term. Here are my top five picks from last week.

Article 84

Article 2024 Customer Service Magazine 84

ShepHyken

DECEMBER 31, 2018

Each week I read a number of customer service and customer experience articles from various resources. 19 Customer Experience resolutions for 2019 by Customer Guru. Customer Guru) As we bid goodbye to 2018 and usher in 2019, we have made some customer-centric resolutions for this new year.

2018 100

2018 Article Customer Service 2019 100

ShepHyken

APRIL 23, 2024

Assuming you have a good product, you want to create processes that are customer- and employee-friendly. The experience must, at a minimum, meet your customers’ expectations. That creates confidence and increases overall customer satisfaction. Connect with Shep on LinkedIn.

Customer Experience 137

Customer Experience Customer Service Training Workshop Advertising 137

ShepHyken

JUNE 7, 2017

Every week, I’m asked, “What is changing in customer service?” The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video. And, in the end the customer is happy.

Customer Service 118

Customer Service Social Media Customer Service Training Customers 118

ShepHyken

AUGUST 5, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Small Aspects Of ‘Customer Experience’ That Make A Big Competitive Difference by Gary Lyng. Seriously, it is a good look into what customers expect and want from the companies they do business with.

2019 108

2019 Article Customer Service Customer Relationship Management 108

ShepHyken

FEBRUARY 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes. Love (in the metaphorical sense) and appreciate your customers year-round. Here are my top five picks from last week.

2021 100

2021 Article Customer Service 2009 100

ShepHyken

JUNE 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. 5 Common Customer Service Complaints and How to Fix Them by Swati Kungwani. Retail Customer Experience) A retail business can never be immune from complaints. Here are my top five picks from last week.

Article 83

Article 2018 Customer Service Airlines 83

ShepHyken

SEPTEMBER 15, 2021

What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? How good your customer service is. Are you good enough that customers, if you asked it of them, would pay? . Our service would be impeccable. . What would make your customers say, “Wow!”

Hotels 170

Hotels Customer Service Training Financial Customers 170

ShepHyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. Customers Want It Now Customers will be less patient next year because of what is referred to as the Amazonation of the customer. Happy New Year!

2024 99

2024 Customer Service Workshop Customer Service Training 99

ShepHyken

SEPTEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Guide to Revenue Generation by Gladly. 5 Experiences That Define Strong Customer Service by Wise Marketer Staff. Here are my top five picks from last week.

Article 95

Article 2020 Customer Service Employee Experience 95

ProProfs Chat

JANUARY 31, 2018

The quality of customer experience a business provides generally goes a long way towards determining how successful that business is. A major reason as to why companies invest so heavily in things like customer service training programmes, and why they put so much effort into handling feedback, queries, and complaints.

Customer Service 98

Customer Service Customer Service Training Social Media Customers 98

ShepHyken

OCTOBER 1, 2018

Each week I read a number of customer service and customer experience articles from various resources. Employee Experience Strategy: 3 Tips to Steal From Customer Service by Brian Westfall. My Comment: Customer service is not just for customers. Here are my top five picks from last week.

2018 18

2018 Article Customer Service Employee Experience 18

Russel Lolacher

DECEMBER 10, 2019

” Over the years, many a branded platform has been launched, with little to no long-term social media customer service strategy… or even a short-term one. Why do you want to be on social media to serve your customers? What does success look like for your customer service efforts? Social media training?

Social Media 102

Social Media Customer Service Strategies Customer Service Customer Care 102