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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.

Artificial Intelligence Combined with Human Intelligence; the Future of Business Transformation

What can you do to help create an effortless customer experience?

Shep Hyken sits down with Jim Iyoob, the Chief Customer Officer at E-Tech Global Services, to discuss the balance between AI and human interaction and how to deliver a convenient and effortless customer experience.

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Technology is great… until it’s not. You are on a website. A little box pops up and there’s a picture of a customer service rep with a typed message asking if you need help. So, you type a question, and just a moment later you get a response. That’s the perfect scenario. But, what happens when the response is wrong? I was on a website looking for a camera for my notebook computer. The chat box popped up, asking if I needed help. I typed in a question about the camera and the response was about what computer I was interested in purchasing. I had no interest in buying a computer. The digital experience had gone awry. Continue reading

Turning Happy Customers into Brand Advocates

How will chat and chatbots transform customer service in the near future?

Shep Hyken discusses turning customers into viral promoters, a new customer-focused growth model, and the next phase of automated customer service with Michael Redbord, GM of the Service Hub at Hubspot.

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There is an old saying in the real-estate industry: The three keys to success are location, location and location. I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency. Continue reading

The concept of disruption is interesting. If you ask most business people to name a company that is known for being a disrupter, you’ll hear answers like Amazon, Uber and Walmart.

Walmart disrupted local businesses when they came into a community. Uber disrupted the taxi-cab industry. And, Amazon started out disrupting bookstores and eventually moved on to disrupting the entire retail world. Continue reading

Tools of the Trade: Learn the Tools Needed to Make a Great Customer Support Center

Discover the best tools and software to provide a great customer experience.

Shep Hyken sits down with Jackie Gonzalez, Vice President of Operations at PATLive to discuss the best tools and methods for a customer support organization.

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