Below are blog posts, articles and tips focused on customer service and experience. To view just the articles (typically longer than a blog post), click here.
How would you like to know how to build your own personal brand to become a thought leader in your industry?
Shep Hyken interviews Nicky Billou, internationally best-selling author of Finish Line Thinking: How to Think and Win Like a Champion.
Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Continue reading
This week we feature an article by Martha Brooke who writes about how to execute a customer satisfaction survey that gives you the data you need. Surveys can give you a lot of data that you can use to improve virtually any part of your organization. – Shep Hyken Continue reading
I’ll never forget having dinner with my close friends, Kim Tucci and the late John Ferrara, more than 30 years ago, at a fancy restaurant in Phoenix, Arizona. John’s twelve-year-old son, Ben, was also with us. The server came over to tell us about the specials and take our order. One of the specials was a seafood dish. Kim asked, “Is the fish fresh?” Continue reading
How can you create the best experiences for your customers?
Shep Hyken interviews Jason Bradshaw, the Director of Customer Experience at Volkswagen Group Australia, who believes that you become great by thinking small.
Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Continue reading
This week we feature an article by Borge Hald who writes about the importance of being a customer obsessed company and how it is the key to success. We need to obsess about creating such an amazing customer experience that our customers will want to do business with us and nobody else. – Shep Hyken Continue reading
Your people attend customer service training. They learn techniques and tactics on how to deal with complaining customers, angry customers or customers who just need a little support. They are taught the right answers to some difficult questions. This is what customer service training is all about. But… Continue reading
How can you use technology to create a better experience for your customers?
Shep Hyken interviews Gadi Shamia, COO of Talkdesk, about how you can improve your customer service.
Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Continue reading
This week we feature an article by the Strategy Institute featuring insights on key Digital Customer Experience factors from different business leaders. A customized digital experience is your opportunity to connect with the customer as an individual. Continue reading
There is an old joke in the dental world that a patient asked his dentist, “Which teeth should I floss?” The dentist answered, “Only the ones you want to keep.” Customer Service is the same.
All customers are good customers. Okay, maybe not all. Every business has customers – or should I call them former customers – that companies choose not to do business with. But, for the purpose of this article, let’s assume you’re willing to do business with everyone who wants to do business with you. Continue reading
Jeff Nicholson on What Consumers Know (and Don’t Know) About Artificial Intelligence How will artificial intelligence (AI) enhance the relationship you have with your customers?
Shep Hyken interviews Jeff Nicholson, the Vice President of CRM Product Marketing at Pegasystems, about how AI technology will help companies serve their customers even better.
Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Continue reading
This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience. It’s important to stay up to date on new technology and trends in order to keep your customers and attract new ones. Continue reading
There’s an old joke that goes something like this: A guy goes to the doctor. He raises his arm and complains, “It hurts when I do this.” The doc says, “Then don’t do that.”
In other words, “Stop it!” Continue reading
Chase Clemons Discusses How to Create Customer Happiness How can we move from just satisfying our customers, to making them truly happy, which results in loyalty?
Shep Hyken interviews Chase Clemons, a highly-experienced customer service professional at Basecamp, who tells us how to go above and beyond for your customers.
Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Continue reading
This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. I believe that as a quick first line of support, live chat is a great alternative. – Shep Hyken Continue reading
I just returned from Influence 2017, the annual conference put on by the National Speakers Association. My friend and one of the world’s authorities on trust, David Horsager was one of the amazing keynote speakers. He shared an excellent customer service example that can be summed up this way: Trust your customers and they will trust you. Continue reading
Mason Duchatschek on the Internet Boogeyman, and What to Do When You Encounter Him What should you do when someone posts a negative review about your company or your products or services?
Shep Hyken interviews keynote speaker and author Mason Duchatschek on steps you can take to protect your online reputation.
Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Continue reading
This week we feature an article by Mike Allton about negative and fake reviews. Ask your customers to post online reviews. This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. – Shep Hyken Continue reading
Do you wish you could have Shep Hyken train your employees one-on-one? Shepard Virtual Training makes this wish a reality! Shepard VT is an interactive online training solution that's the next best thing to in-person training with Shep! The program is available 24/7 so you can train on your schedule.
Courses: The Customer Focus™, Amaze Every Customer Every Time, The Package—Get Customer Focused and Be Amazing, and Five Ways to Create an Amazing Customer Service Experience.
*Ask us about corporate license discounts.
by Shep Hyken, CSP, CPAE
Sign-up to receive a weekly newsletter from Shep. The letter includes customer service and experience articles, business tips and more from Shep's experiences as a customer service speaker.
