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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.

A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer.

So, let’s look at the inside of the company. Let’s look at the EX, which is the Employee Experience. The EX is part of the culture. It starts with how leadership wants their employees to feel about working for their company. One of my favorite concepts to write and talk about is the Employee Golden Rule, which is to treat employees like you want the customer to be treated. The EX is what will make or break the CX. Continue reading

The other day a buddy shared an experience he had with a company that sold him mulch for his yard. When the truck arrived, he asked the driver and his co-worker to put the mulch in the backyard. The driver said, “I’m sorry. Dropping the mulch off in the backyard is considered white-glove service. You needed to let us know you wanted the mulch in the backyard when you ordered it.” In this case, sorry had a double meaning. Maybe the driver was saying he was sorry to apologize, and at the same time, he was also saying, “Too bad. Pay more money if you want the mulch delivered an extra 50 feet to the back of the house.” Continue reading

The short version of my story is this: At a recent conference, the client gave their speakers a gift – a backpack filled with swag that included fancy water bottles, fleece pull-overs and more. This wonderful gift was a little large to fit in my suitcase, so I decided to box it up and mail it to my office. As I was heading to the FedEx office, one of my fellow speaker-buddies told me he took his to the front desk of the hotel where they conveniently accommodated his request to ship the gift to his home. I decided to do the same, but my experience was the antithesis of his. Continue reading

How to Eliminate Friction and Improve the Customer Support Experience

How can you provide a better experience for the customer and an even better one for the agents?

Shep Hyken sits down with Brad Birnbaum, CEO and Co-Founder of Kustomer, to talk about how to understand and know everything about your customer.

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There are many great customer service stories that can serve as a template for how to handle a problem.  I always fall back on my five-step service recovery process to handle all complaints and problems. For those that haven’t been following, the five-steps are: 1) Acknowledge the problem and thank the customer for bringing it to your attention. 2) Apologize for the problem. 3) Fix it or discuss the resolution. 4) Have an attitude of ownership. 5) Act with urgency. Continue reading

7 Secrets for Successful Surveys 

How would you like to provide a better survey experience for your customers?

Shep Hyken speaks with Martin Powton, Marketing Manager at Wizu. They discuss the importance of receiving feedback and how to overcome some potential issues with creating the wrong survey for your business and your customers.

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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

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

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.

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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