Shep Hyken\'s Customer Service Blog

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.

AI Fuels Virtual Assistants in the Customer Service World

Shep Hyken Interviews Robert Weideman on the Merging of AI and Customer Service

How would you like to utilize innovative technology that makes your business more efficient in order to create better customer interactions?

Shep Hyken sits down with Robert Weideman, a leader in merging customer service and Artificial Intelligence. Robert gives insight into what customers want and need, and how businesses can deliver it most effectively with the help of AI.

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This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. Asking your customers to post online reviews 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

One of my colleagues in the speaking business, Bob Wendover, sent in this amazing story – and it’s not amazing in a good way.

For years, the cable industry has unfortunately been one of those industries that finds itself in the bottom echelon of customer service rankings. While I believe the industry is making an effort to do better, and some companies are definitely becoming more customer-focused, it’s this kind of story that makes me wonder if they are going about it the right way. Continue reading

Turn One-Time Purchasers Into Lifelong Customers

Shep Hyken Interviews Joey Coleman, Author of “Never Lose a Customer Again”

How would you like to never lose a customer again?

Award-winning speaker Joey Coleman shares the secrets behind not only gaining new customers, but also how to make them customers for life. He shares his 100 Days principle, and discusses his new book “Never Lose a Customer Again.”

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It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? Because they need help, have a question, or want to make a complaint. Continue reading

Be a Cut Above the Rest

Shep Hyken Interviews Steve Hockett, President of Great Clips

Wouldn’t you like to learn a few tips from a company that sees over 35 million customers a year?

Shep and Steve Hockett, President of Great Clips, discuss the importance of knowing your customers and delivering a consistently amazing customer service experience.

 

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It happens all the time. As a customer, you interact with good people who don’t seem to deliver great customer service. They are nice, even knowledgeable, but they don’t seem to be what I call customer focused.

So, I took a few minutes to talk to several people about how they were trained. I talked to a retail salesperson, a flight attendant, and a server at a restaurant. I asked them what kind of customer service training they received from the companies they worked for. Continue reading

Josh Liebman Encourages Running Toward Complaints, Not Away From Them

When it comes to receiving complaints, there are many people who would view this as a negative occurrence. However, Josh Liebman encourages companies to seek out complaints, saying that there are likely many other people who feel the same way, but will never say anything. Without complaints, you never know what needs improving.

 

 

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I was out to lunch with a colleague at one of our local St. Louis restaurants. Rico was our waiter and was taking great care of us. First came the bread and butter. He then took our drink order. He came back with our drinks and asked if we were ready to order lunch. We were. My friend ordered a Caesar salad with chicken.

Rico asked my friend if he wanted the croutons left off the salad. My friend was surprised by the question and responded, “Yes. How did you know?”

And, I wondered the same thing. How did Rico know?  It turns out the answer was simple. He was very observant. He noticed that my friend hadn’t touched the bread and butter. He assumed, and correctly so, that my friend was staying away from bread. And just to make sure, he asked. Continue reading

Mikhail Naumov Discusses How AI is a Tool for Customer Service, Not a Replacement

There seems to be a lot of talk about artificial intelligence lately, but what do we really know about it? Is it anything like what we see in the movies, like computers taking over the world, or is it something else entirely?

Mikhail Naumov shares in-depth what AI is and what it can do for companies when it is properly partnered with human interaction.

 

 

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This week we feature an article by Christopher Connolly who shares fascinating information about enterprise-grade assistive AI and how it can help make customer support more effective.  AI has come a long way in recognizing the content – and context – of customers’ requests and questions. – Shep Hyken Continue reading

Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy, not a department. It should be embraced by every employee, regardless of their job and how long they’ve been there. With that said, the focus on this topic is on what many consider to be the customer service and support department – the people who have contact and interaction with the customer. Continue reading

James Dodkins on Putting the Employee First, the Customer Second

It is common belief that the customer’s needs should always come first, but what if employees’ needs were put first in order to ensure customer satisfaction?

Shep Hyken interviews James Dodkins who shares his ideas on what a company looks like when the employees are made top priority, so that in return they can be best prepared to treat customers as their main focus.

 

 

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