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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.

5 Top Customer Service Articles For the Week of April 21, 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: 4 Simple Tips to Making Your Real-Time Customer Support a Success

This week on our Friends on Friday guest blog post, my colleague Nic Bryson discusses why his company started using real-time customer support and its benefits.  I believe the speed with which we respond to our customers is critical. Shep Hyken Read More »

An Opportunity to Walk in the Customer Support Center’s Shoes

Walk a Mile in the Customer's Shoes - Low ResThe Customer Experience

No doubt that customer service is a great differentiator.  This is especially true in a world where a customer, depending on what they need, has many choices of businesses to choose from, all selling similar, if not exactly the same, products and services. Read More »

5 Top Customer Service Articles For the Week of April 14, 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: Why Employee Happiness Is The Key To Brand Success

This week on our Friends on Friday guest blog post, my colleague Adele Halsall writes about how important it is to support your employees in order to achieve brand success. I have always believed that you must treat your internal customers the way you want them to treat your external customers. Shep Hyken Read More »

The Chief Customer Officer Customer Service and Experience Is Now Part of the C-Suite

CCO - EIEIO - Low ResIt is a C level title that is becoming more and more popular.  The Chief Customer Officer now has an important seat at the boardroom table.  The CCO’s job?  To ensure that everything the company does on the front line that impacts the customer, and the processes behind the scenes that support the front line customer experience, is focused on the customer.  This includes the obvious areas of customer service and customer experience, as well as a few not-so-obvious areas.   Read More »

5 Top Customer Service Articles For the Week of April 7, 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 Power of Surprise

This week on our Friends on Friday guest blog post, my colleague Paul Reilly writes about how important it is to say yes to our customers for an Amazing service experience. –Shep Hyken Read More »

Customer Service May Rule, But Rules in Customer Service Don’t

Customer Rules - Low Res

Empower Employees

It was just two weeks ago that I was on a family vacation and I’m still thinking about what a resort employee said as she denied what I thought was an extremely simple request:

I’m sorry, it’s our rule. Read More »

5 Top Customer Service Articles For the Week of March 31, 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 »