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.
Chase Clemons Discusses How to Create Customer Happiness How can we move from just satisfying our customers, to making them truly happy, which results in loyalty?
Shep Hyken interviews Chase Clemons, a highly-experienced customer service professional at Basecamp, who tells us how to go above and beyond for your customers.
Each week I read a number of customer service and experience articles from various online 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 Jason Grills about how to use live chat agents properly in order to delight your customers. I believe that as a quick first line of support, live chat is a great alternative. – Shep Hyken Continue reading
I just returned from Influence 2017, the annual conference put on by the National Speakers Association. My friend and one of the world’s authorities on trust, David Horsager was one of the amazing keynote speakers. He shared an excellent customer service example that can be summed up this way: Trust your customers and they will trust you. Continue reading
Mason Duchatschek on the Internet Boogeyman, and What to Do When You Encounter Him What should you do when someone posts a negative review about your company or your products or services?
Shep Hyken interviews keynote speaker and author Mason Duchatschek on steps you can take to protect your online reputation.
Each week I read a number of customer service and experience articles from various online 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 Mike Allton about negative and fake 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
My brother, Rusty Hyken, was on a trip to Utah with his wife and two dogs. It’s a leisurely three-day drive for them. He made their hotel reservations, and for each hotel they planned to stop at on the way to Utah he asked, “Is your hotel dog-friendly?” All of them said, “Yes.” But to his surprise, while checking into one of the hotels he was told there would be a $120 charge for the dogs to stay in his room. This was a surprise as he called and specifically asked about dogs, and the hotel never mentioned the fee for the dogs. Continue reading
Carol Lee Andersen on How to Gain and Use Employee and Customer FeedbackAre your employees fulfilled, appreciated, and understood?
Shep interviews Carol Lee Andersen, the President of Questback North America, about the importance of listening to not just your customers, but also to your employees. And, she shares the advantages and occasional difficulties of doing so.
Each week I read a number of customer service and experience articles from various online 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 Josh Brown who writes about why you should focus on relational customers, how you should go about doing it, and the data you can use to enhance your initiatives and be sure your efforts are paying off. It’s important to know the value of a customer. Here is a simple guideline: Manage the interactions you have with your customers with the lifetime value in mind, with each and every interaction. – Shep Hyken Continue reading
I will always remember my first marketing class in college when we learned about the 4 P’s – Product, Price, Place, and Promotion. Well, now there is a fifth P.
Before I go any further, as a customer service and experience expert, I believe that service and experience are all about marketing. Continue reading
Laura Baxter Shares Tips on How to Deal with Divas and Other Difficult PersonalitiesWould you like to know how to better handle difficult customer service situations?
Shep interviews Laura Baxter, author of Dealing with Divas and Other Difficult Personalities: A Mindful Approach to Improving Relationships in Your Business or Organization!
Each week I read a number of customer service and experience articles from various online 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 Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. – Shep Hyken Continue reading
It was a major meeting for my friends at Volkswagen Australia. This was their Customer Experience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”
Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service. His goal is for VW to be one of the best in the industry. His bold move was to tell the audience, which consisted of the ownership and management of the Volkswagen dealerships throughout the country, that everyone should think small. Really? How can thinking small propel you to greatness? Well, it turns out Jason was onto something… BIG! Continue reading
How do you create a customer experience that doesn’t just get business, but keeps customers coming back for more?
Shep Hyken interviews customer experience futurist, Blake Morgan, about her life, her book, and how to do more for your customers.
Each week I read a number of customer service and experience articles from various online 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 Gemma Baker about the importance of offering help to your website visitors. I like the live chat option because I can immediately get in touch with a representative to ask my questions without having to wait. – Shep Hyken Continue reading
My buddy went to dinner with his wife to celebrate their anniversary. The server overheard them talking about how many years they had been married and was flattered they chose to spend their special night at the restaurant. So, he brought them over complimentary champagne. They were surprised and most appreciative. That is, until the bill came.
As my friend looked over the bill he noticed there were two complimentary glasses of champagne on the bill had a charge of two dollars per glass. Since it was only four dollars, and rather than have a confrontation with the server, he just paid the bill. A perfect evening derailed when the surprise champagne turned out to be a bigger surprise than he expected. Continue reading
How do you increase your influence with your customers?
Shep Hyken interviews John Hall, author and CEO/co-founder of Influence & Co., a content marketing agency that helps brands and individuals leverage expertise to create, publish, and distribute content. John shares how everyone can overcome trust barriers and build confidence and top-of-mind awareness through content marketing.
Each week I read a number of customer service and experience articles from various online 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 Felix Winstone who says that while technology has impacted our approach to customer service, the oldest channel of communication, voice, is the most important. – Shep Hyken Continue reading
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by Shep Hyken, CSP, CPAE
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