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. Here are my top five picks from last week.

Article 71

Article Customer Service 2024 2025 71

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 71

Article 2025 Customer Service 2024 71

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.

2025 71

2025 Article Magazine Customer Service 71

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. Here are my top five picks from last week.

Article 65

Article 2025 Customer Service Loyalty Programs 65

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. Sentiment analysis enables retailers to go beyond surface-level data, uncovering the emotional trends that shape purchasing behavior and brand loyalty. Second: CX Is More Than Just Customer Service.

Article 62

Article Customer Service Loyalty Programs 2024 62

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 71

2025 Article Customer Service Loyalty Programs 71

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. Customer service expert Chip Bell sets the stage with a story. Package” by Chip Bell.

2021 159

2021 Article Customer Service Guest Experience 159

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.

Social Media 167

Social Media Customer Service 2025 Customers 167

ShepHyken

JANUARY 4, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience Tips and Advice from the Pros During Disruption by Srijana Angdembey. The changing tide of retail CX by Carlos Zapatero. My Comment: The retail world has changed forever.

2021 148

2021 Article Customer Service Retail 148

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Internal Customer Service: What You Must Know by Gabrielle Pickard-Whitehead. Here are 18 of the most reliable ways to make sure your internal customer service is up there with the best. by Mary Drumond.

2021 149

2021 Article E Commerce Customer Service 149

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. Florida Butcher Shop Installs Vending Machine to Serve Customers 24/7 by Retail Customer Experience.

Article 154

Article 2021 Customer Service B2C 154

Ecrion

JULY 22, 2019

Every year, businesses lose over $75 billion in potential revenue thanks to one thing: poor customer service. And while studies show that about 1 out of every 26 customers complain about poor customer service, over 90% of those dissatisfied customers simply stop working with your business — and never come back.

Customer Service Training 78

Customer Service Training Customer Service Poor Customer Service E Commerce 78

ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. My Comment: For those in the retail business, this is an article for you. Follow on Twitter: @Hyken.

2021 157

2021 Article Customer Service Customer Retention 157

ShepHyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Customer Service Competency Class Now a Requirement for Fordham Admission by Isabella Scipioni.

2021 129

2021 Article Customer Service Retail 129

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert. Here are my top five picks from last week.

2021 26

2021 Article Customer Service Net Promoter Score 26

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.). The retail world continues to change.

Article 133

Article E Commerce 2021 Customer Service 133

ShepHyken

OCTOBER 10, 2016

Each week I read a number of customer service articles from various online resources. The JetBlue Story: Customer Service in an Industry Americans Hate by Sharpen. However, US airlines aren’t exactly known for their warm and fuzzy customer service. How Do You Celebrate National Customer Service Week?

2016 127

2016 Article Customer Service Airlines 127

ShepHyken

APRIL 6, 2022

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?”

Customer Service 127

Customer Service Customer Service Training Customers Retail 127

ShepHyken

DECEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers.

Article 114

Article 2020 Customer Service Loyalty Programs 114

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. Apple: They are masters at engaging their customers at almost every level.

Customer Service 125

Customer Service Brands Advertising Customer Service Training 125

CSM Magazine

NOVEMBER 4, 2019

Hendrix Training runs an innovative, fun but also technical customer service workshop for a range of clients, including in retail, hospitality and the public sector, to boost employee confidence and lift the spirits of staff and customers. The importance of body language.

Customer Service Training 80

Customer Service Training Customer Service Workshop Hospitality 80

ShepHyken

FEBRUARY 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Why Saying ‘No’ Helps Build Great Customer Experiences by Zach Lipson.

2021 142

2021 Article Customer Service Rewards Programs 142

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., This company is on my radar.

Article 112

Article E Commerce 2021 Customer Service 112

ShepHyken

JULY 29, 2020

By the way, it can be any type of company from any industry—from retail to hospitality to manufacturing and beyond. So be bold with your marketing, your products and your innovations, but be boring when it comes to customer service and experience. Some might call that boring, but we all know it’s not. Follow on Twitter: @Hyken.

Customer Service 261

Customer Service Hospitality Customer Service Training Customers 261

ShepHyken

AUGUST 31, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Prevent Customer Churn with Retention Marketing by Lauren Pope. Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around? Had A Customer Service Fail?

Article 108

Article 2020 Customer Service Social Media 108

ShepHyken

JANUARY 7, 2025

Customer Service Week 2024 : This special week is celebrated the first full week of October. While we want to recognize our customers, the true meaning of this is to celebrate the employees who take care of our customers. It may be someone elses fault, but to the customer, you are the company.

2024 77

2024 Article 2025 Workshop 77

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.

Customer Service 36

Customer Service Hospitality Customer Centricity Sports 36

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. by Tracey Ruff.

2021 129

2021 Article Customer Service B2B 129

Customers That Stick

MARCH 3, 2020

Do our customers have hot buttons? When I ask these questions in our customer service trainings , the answer is always YES. » Related Stories Are Customer Service Jobs Good? The 80/20 Rule by Richard Koch (a One Win Book Review) Why Customer Service Language is Used?

Customer Service 88

Customer Service Retail 2012 Customer Service Training 88

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. This article, while focused on retail, has application to any industry. It’s about customer service training.

Article 18

Article 2021 Customer Service Customer Service Training 18

ShepHyken

DECEMBER 5, 2016

Each week I read a number of customer service articles from various online resources. Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit. This is especially important in retail as mobile sales on Black Friday exceeded one billion dollars.

2016 124

2016 Article Customer Service Travel 124

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 120

2019 Article Customer Service Leadership 120

ShepHyken

DECEMBER 21, 2016

I bring up the holidays as an example when many companies ramp up their customer service. Last year Walmart recognized a big “friction point” with customers was waiting in long lines to check out, so they made a public statement that they would staff all checkout lanes to help make the wait shorter. Follow on Twitter: @Hyken.

Customer Service 103

Customer Service Customer Service Training Sales Customers 103

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 82

Article 2024 Customer Service Magazine 82

ShepHyken

MARCH 27, 2023

Each week, I read many customer service and customer experience articles from various resources. 3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base? Most customer support agents care.

Article 22

Article Customer Service 2023 2022 22

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 121

2020 Article Customer Service Airlines 121

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. You’ll find good information, some stats and facts and insights from some of the top customer service and experience experts in the industry. 20 Positive Phrases for Customer Service Success: Part 1 by Conversational.

2016 106

2016 Article Social Media Customer Service 106