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.

Article 80

Article Customer Service Social Media 2024 80

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.

Article 77

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. Here are my top five picks from last week.

Article 70

Article 2024 Customer Service Loyalty Programs 70

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.

2024 74

2024 Article 2025 Customer Service 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.

2025 74

2025 Article Customer Service B2C 74

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 74

Article Customer Service 2024 2025 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.

Article 70

Article 2025 Customer Service 2024 70

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

InteractionMetrics

NOVEMBER 21, 2024

Improving customer service is more crucial than ever in 2024. Research shows that customers are 2.4 This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track. Are customers noticing the changes?

Customer Service 52

Customer Service Workshop Net Promoter Score Metrics 52

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 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.

2025 70

2025 Article Customer Service Magazine 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.

2025 74

2025 Article Magazine Customer Service 74

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. Average won’t cut it.

Article 77

Article 2024 Customer Service 2025 77

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? The pressures are high, the stakes are even higher, and balancing both customer needs and agent performance can sometimes feel like an impossible task.

Article 74

Article 2025 Customer Service Healthcare 74

ShepHyken

AUGUST 5, 2020

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? This is similar to an exercise that we do in our customer service workshops. This is just common sense.

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Customer Service Workshop Customer Service Training Customers 164

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

ShepHyken

JANUARY 5, 2025

Each week, I read many customer service and customer experience articles from various resources. Thats three-quarters of your customers! Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Here are my top five picks from last week.

2025 70

2025 Article Customer Service Loyalty Programs 70

ShepHyken

APRIL 13, 2025

Each week, I read many customer service and customer experience articles from various resources. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Here are my top five picks from last week. Connect with Shep on LinkedIn.

Article 66

Article 2025 Customer Service Hospitality 66

ShepHyken

FEBRUARY 16, 2025

Each week, I read many customer service and customer experience articles from various resources. Make the most of each one by developing a customer engagement strategy for every step of their journey. My Comment: I remember when people started using the term customer experience to describe customer service.

2025 80

2025 Article Customer Service Loyalty Programs 80

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.

2024 77

2024 Article Customer Service 2025 77

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 74

2025 Article Customer Service Loyalty Programs 74

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

Experience Investigators by 360Connext

APRIL 14, 2020

If you don’t have any data: Consider places that can give you some, like customer service case codes and social media discussions. Customer feedback and emotional data. Customer behavior and actions. Workshop virtually. I consider three categories when gathering data for journey maps. Click To Tweet.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

CSM Magazine

DECEMBER 5, 2024

In the modern business landscape, creating a diverse customer service team is both a moral imperative and a strategic advantage. In fact, diversity, equity, and inclusion (DEI) are some of the key trends shaping modern recruitment and hiring practices — signaling a vital need for customer service teams to reflect these values.

Customer Service 52

Customer Service Culture Loyalty Workshop 52

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!

2025 74

2025 Article Customer Service Sports 74

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 66

Article 2025 Customer Service Loyalty Programs 66

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

CSM Magazine

OCTOBER 30, 2024

In today’s competitive market, providing exceptional customer service over the phone is more important than ever. Telesales representatives are often the first point of contact between a company and its customers, making it crucial to leave a positive impression.

Customer Service 52

Customer Service Seminar Exceptional Customer Service Workshop 52

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. So, sit down with your team and brainstorm the answer to the question, “Why would a customer leave us?” And once you know, do something about it! Connect with Shep on LinkedIn.

Return on Investment 101

Return on Investment Financial Workshop Customer Service Training 101

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.

Metrics 158

Metrics Customer Service Workshop Measurement 158

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

CSM Magazine

NOVEMBER 5, 2024

Dynamics 365 is a powerful tool for businesses focused on strengthening their customer service. The customer experience management market is on track to grow at a 15.4% compound annual growth rate (CAGR) through 2030, underscoring the rising importance of tools that centralize and improve customer interactions.

Customer Service 52

Customer Service Management 2030 Omnichannel 52

ShepHyken

SEPTEMBER 19, 2023

So, what does this have to do with business, specifically customer service and CX? In the customer service world, we should create a “game plan” to deliver an experience that is perfect, never requiring a customer to reach out to us because of problems. Plenty! In any team sport, the goal is to win.

Customer Service 144

Customer Service Sports Workshop Customer Service Training 144

CSM Magazine

NOVEMBER 25, 2024

Customer service teams depend on efficient workflows for success. Well-organized processes help customer representatives respond faster, increase customer satisfaction, and reduce operational expenses. Let’s examine some proven strategies for streamlining customer service workflows.

Customer Service 52

Customer Service Customer Satisfaction Workshop Measurement 52

ShepHyken

MARCH 10, 2025

Each week, I read many customer service and customer experience articles from various resources. My Comment: This week, I was on a panel with several other customer service experts. We also spoke to customer service expert and best-selling author Shep Hyken about tipping culture.

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2025 Article Loyalty Programs Customer Service 70

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

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

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2023 Customer Service Contact Center Customer Centricity 207