This week we feature an article by Megan Wenzl who writes about the customer experience and online 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
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.
Do Loyalty Programs Really Create Loyalty?
Lately, I’ve been asked about loyalty programs. Any company can create a loyalty program. But, there is some confusion around what exactly a loyalty program is. A Wikipedia definition of a loyalty program summed it up well: Loyalty programs are structured marketing strategies designed by merchants to encourage customers to continue to shop at or use the services of businesses associated with each program. Continue reading
Amazing Business Radio: Patrick Reynolds
Ushering in the Next Evolution of Brand Loyalty and Customer Experience
What does the future of brand loyalty look like?
Shep Hyken sits down with Patrick Reynolds, Chief Marketing Officer for SessionM, to discuss how technology is transforming traditional customer loyalty programs into a dynamic and personalized customer experience.
5 Top Customer Service Articles For the Week of April 16, 2018
Each week I read a number of customer service and customer experience articles from various 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
Guest Blog: Is Your Contact Center Using the Right Customer Feedback Tool?
This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken Continue reading
The Difference Between Customer Focus and… NOT
A potential client called for help. His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t.
By the way, the name of the company has been “changed to protect the innocent,” as they say. We’ll refer to them as Company X. Continue reading
Amazing Business Radio: Lars Kristensen
Use Moments of Magic™ to Transform Customers Into Superfans
How can you get happy customers to become your greatest marketing tool?
Shep Hyken sits down with Lars Kristensen, founder of NiceJob, to discuss the importance of customer reviews and making them effective marketing tools.
5 Top Customer Service Articles For the Week of April 9, 2018
Each week I read a number of customer service and customer experience articles from various 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
Guest Blog: How to Keep a Tab on Customer Experience with Continuous Testing
This week we feature an article by Anand Srinivasan who looks at a few ways a business can keep tabs on the customer experience through continuous testing. – Shep Hyken Continue reading
Are You Keeping Up with Your Customers?
I’ve got good news and bad news for you. The good news is that you no longer have to keep up with your competition; the bad news is that now you have to keep up with your customer – meaning your customer’s expectation of the service that makes you competitive.
Perhaps you just heard that your competitor is working hard to take away business from you – maybe they’re announcing a new product; maybe they’re advertising a major sale; maybe they’re opening a new location. Will any of these decisions cause your customers to leave you to do business with them? Continue reading
Amazing Business Radio: Peter Ivanov
Could You Benefit from Virtual Power Teams?
What could virtual power teams do for you?
Shep Hyken sits down with Peter Ivanov, author of Virtual Power Teams, and discusses the benefits of teams that are spread across the globe but joined by one central focus.
5 Top Customer Service Articles For the Week of April 2, 2018
Each week I read a number of customer service and customer experience articles from various 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
How to Turn Social Media Customer Service into a Marketing Strategy
Earlier this month I attended Social Media Marketing World, the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. The room I spoke in this year was three times larger than last year’s room, and we packed the house. Continue reading
Guest Blog: Key KPIs You Must Monitor for an Optimal Customer Experience
This week we feature an article by Julien Rio who writes about the most common KPIs and how to understand them, select the right ones and how to improve them. – Shep Hyken Continue reading
Which Department Handles Customer Experience? All of Them.
Loyalty can be measured and it can be monetized. The sales & marketing departments may get customers in the door. Why not have a loyalty department that will keep them coming back through the door?
— Shep Hyken (@Hyken) March 17, 2018
Amazing Business Radio: Joey Coleman
Stop Losing Customers, Start Creating Loyalty
How can accountability create Moments of Magic®?
Shep Hyken sits down with Joey Coleman to discuss how to “Never Lose a Customer,” which happens to be the title of his amazing book. Transform a single sale into a lifetime of loyalty.
5 Top Customer Service Articles For the Week of March 26, 2018
Each week I read a number of customer service and customer experience articles from various 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
Guest Blog: Lead with Communication to Reduce these 5 Revenue Leaks
This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken Continue reading
How to Turn a Puck to the Face into a Moment of Magic®
I love a good hockey game, and my favorite team is the St. Louis Blues. I recently went to a game where a puck fluttered over the protective glass and hit a fan squarely in the head just a few rows in front of me. The blood started to flow and within seconds an usher was beside the gentleman who, other than the gash on his head, seemed to be okay. What happened next was a system or process that had been honed to perfection. Continue reading
Amazing Business Radio: Sam Silverstein
Customer Service Begins with Accountability
How can accountability create Moments of Magic®?
Shep Hyken sits down with Sam Silverstein to discuss the importance of fostering a culture of accountability, which empowers employees to give truly amazing customer service.
5 Top Customer Service Articles For the Week of March 19, 2018
Each week I read a number of customer service and customer experience articles from various 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
Guest Blog: You Serve Customers? Is your light on?
This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken Continue reading
“That’s Not My Department” and 10 Other Phrases Customers Hate
You have a problem. You call the phone number listed on the company’s website. You wait on hold for what seems much longer than the ten minutes they said you would be holding. You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” Then you’re transferred to someone else and the “game” of holding and telling your story starts all over again. Continue reading
