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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: What makes your product or service different in the eyes of consumers?

This week on our Friends on Friday guest blog post, my colleague Gregory Yankelovich talks about living up to expectations of a customer experience certain companies have created. He shares some very interesting statistics.Shep Hyken Read More »

Social Media Customer Service: Reacting vs. Engaging

Social Customer Serivce PartyCustomer Engagement

Most companies I work with have the social media customer service thing wrong. They typically monitor social channels like Twitter, Facebook and others and react to the comments, trying to respond and fix customer complaints. If all a company is doing is responding to customer complaints, well that is so… 2012! Read More »

5 Top Customer Service Articles For the Week of November 24, 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: Two Ways to Improve Customer Service

This week on our Friends on Friday guest blog post, my colleague John Smart shares reasons why your customer service may not be working. I especially like the idea of customers and employees having a sense of ownership. Shep Hyken Read More »

One of the Secrets to Amazing Customer Service: Attitude

Customer Service AttitudeCustomer Experience

Just recently I was asked to come into a small executive meeting with just twelve people to talk about customer service. With this intimate group, I wanted to be a little more interactive; a dialogue with the audience, versus a monologue or speech. At one point I had the executives split into two groups of six. One group was asked to discuss the best customer service experiences they had ever received. The other group would discuss the worst experiences.  After ten minutes, each group would share one example; the best of the best and the best of the worst. Read More »

5 Top Customer Service Articles For the Week of November 17, 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: Navigating the Weeds

This week on our Friends on Friday guest blog post, my colleague Steve Curtin talks about what to do when we feel overwhelmed with customers who demand immediate attention. He shares some great tips to handle these delicate situations. Shep Hyken Read More »

How to Manage Hold Times During the Customer Experience

Custoemr Service SpeakerCustomer Service Solutions

One of the worst friction points in a customer service experience is when a customer is put on hold. This is the exact point I wanted to convey to an audience at a recent meeting at which I was asked to speak. My client asked me to include a piece on hold times and transfers. I tried an interesting experiment. I invited the vice-president of marketing to the stage in the middle of the speech to deliver a special message. He walked on stage to a nice round of applause. He took center stage and looked at the audience. Read More »

5 Top Customer Service Articles For the Week of November 10, 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: The New Customer Service Talent Show

This week on our Friends on Friday guest blog post, my colleague Barry Dalton writes about a shift from reactive customer service to proactive customer engagement. I have always believed that proactive service has been a good strategy – providing great service before you are asked to do so. Shep Hyken Read More »