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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.

Guest Blog: Why Every Manager is a Customer Service Manager

This week on our Friends on Friday guest blog post, my colleague Graham Frost writes about how every manager in every company is responsible for customer service. I especially like the Sam Walton quote he shares. Shep Hyken Read More »

Future of Customer Service: Robots and Apps Enhance Customer Experience

customer service speakerNew Technology

It’s been in the news. Lowe’s, the chain home improvement store, is experimenting with robots that help with customer service. I have seen an amazing video of a customer holding an item in front of the robot, and then that robot actually leading the customer through the store to the exact location of the item.

At first I thought, “How cool is this!” Then I started thinking about what was great – and not so great – about this new technology. Read More »

Guest Blog: Can your customer hear your smile through the phone?

This week on our Friends on Friday guest blog post, my colleague Lisa Iadicicco writes about how important it is to smile when talking with customers over the phone. I agree, a smile can go a long way, and is contagious. Shep Hyken Read More »

Do You Know the Lifetime Value of Your Customer?

Lifetime Value of the Customer - Low ResCustomer Interactions

Four in ten senior executives in larger companies don’t know the lifetime value of their customers. That’s according to MarketingCharts who quoted a Forbes and Sitecore study that surveyed 312 senior executives in North American companies. Not only did 40% of the leadership surveyed not know the financial value of their customers, over half of them don’t plan to. In other words, they don’t care or see the merit in this important number. Read More »

5 Top Customer Service Articles For the Week of October 20, 2014

TOP CUSTOMER SERVICE AND BUSINESS ARTICLES

Each week I read a number of customer service 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. Read More »

Guest Blog: What Makes a Great Social Customer Service Agent?

This week on our Friends on Friday guest blog post, my colleague Flavio Martins writes a great article about how businesses perceive their own social customer service. He gives some suggestions for you to use as a checkup on your level of service. Shep Hyken Read More »

Consistent and Predictable Experience Creates Customer Confidence

Be Right Back - Low ResCustomer Expectations

You can have outstanding customer service, but it only takes one mistake to erode the customer’s confidence, thus diminishing the chance you’ll have at gaining the customer’s loyalty. This mistake can be summed up in one simple sentence: Read More »

5 Top Customer Service Articles For the Week of October 13, 2014

TOP CUSTOMER SERVICE AND BUSINESS ARTICLES

Each week I read a number of customer service 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. Read More »

Guest Blog: National Customer Service Week is Nearly Over…Now What?

This week on our Friends on Friday guest blog post, my colleague Bill Gessert writes about National Customer Service Week and shares ideas to continue the celebration next week and beyond. I especially like his comment: A customer experience IS NOT an “event.” Shep Hyken Read More »