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 much do you love the companies you do business with, the restaurants you frequent, or the stores you shop at? How upset would you be if they told you they were going out of business? What if you could save them by giving up something? So, the question becomes, “What would you be willing to give up to continue doing business with them?”
Before I go any further, I might be treading on dangerous ground with the word sex in the title of this article. I always keep my comments squeaky clean, and I hope that no one is offended by the word sex. We’ve become hyper-sensitive about words and I don’t want to upset anyone, especially our friends in HR, but we’re all adults and my reference to the word is, at most, PG-rated.
Striking a Balance Between Technology and Human Connection
Shep Hyken interviews Rebecca Martin. They discuss the role of technology in customer service, how emotion can drive customer loyalty, and how marketers and contact center workers can help each other in building the ideal customer journey.
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 →
This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep HykenContinue reading →
Some people claim that customer service is getting worse. I disagree. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be. And, when there is a customer service “horror story,” it seems to stand out much more than when everything is right and works the way it’s supposed to. Continue reading →
Creating an Unforgettable Customer Experience Every Time
Shep Hyken interviews Claire Boscq-Scott. They discuss the importance of a workplace culture of caring and how it can positively impact the customer experience.
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 →
This week we feature an article by Anand Srinivasan who writes about how important it is to have a properly trained customer service team to ensure business success. – Shep HykenContinue reading →
Here’s another great story we can learn from. This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience. Continue reading →
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 →
This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep HykenContinue reading →
“People don’t buy what you do; they buy why you do it.” That quote comes from Simon Sinek, author of the book, Start with Why. This quote makes me think about the different reasons behind why a customer chooses to do business with a company. There are plenty of them to consider, so I put together a short list of some of these Whys: Continue reading →
Cost-Effective Customer Support in an On-Demand Society
Shep Hyken interviews contact center expert Chrissy Cowell. They discuss the concept of the “gig economy,” the utilization of contact centers for freelance employee management, and how on-demand agents can provide cost-effective support and solutions for your customers and your business.
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 →
This week we feature an article by Prasad Reddy who shares 10 ways to improve CSAT scores by enhancing customer satisfaction. – Shep HykenContinue reading →
Some of you may or may not know that I perform magic. Not real magic. When I was a kid I did birthday party magic shows, and in high-school and college worked in comedy clubs doing comedy and magic. I still practice card tricks. Continue reading →
Growing Your Organization to Deliver Superior Customer Service
Shep Hyken sits down with his longtime friend, Dr. Willie Jolley and discuss the strategies he used to help Ford avoid bankruptcy, why you and your organization should be constantly improving, and the 10 Commandments of Superior Service.
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 →
This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep HykenContinue reading →
If you compete head-to-head with your competition, you may win or lose. If you compete by being different, you stand out. And, that’s a win. Continue reading →
Delivering an Experience That Makes Price Irrelevant
Shep Hyken sits down with Ty Collins. They discussed how to raise your prices without losing customers, why you should be transparent, and how to give customers the best experience possible.
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Some of you may or may not know that I perform magic. Not real magic. When I was a kid I did birthday party magic shows, and in high-school and college worked in comedy clubs doing comedy and magic. I still practice card tricks. 
