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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: Customer Satisfaction and Market Intelligence

This week on our Friends on Friday guest blog post, my colleague Gregory Yankelovich writes about the importance of measuring customer satisfaction for predicting success. I have always said that companies that track and measure their customer service have a competitive advantage.  Shep Hyken customer-satisfaction Read More »

Effortless Customer Service: Part Two

Effortless Customer ServiceMake It Easy for the Customer

Recently I wrote about Effortless Customer Service and the concept of predictable consumption. Short of a product showing up on my doorstep when I need it, without having to order it and it just being automatically debited from my checking account or credit card, I can’t think of anything that would qualify as truly effortless. Read More »

5 Top Customer Service Articles for the Week of March 23, 2015

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: Back to the Beginning – Building a Superior Customer Service Experience

This week on our Friends on Friday guest blog post, my colleague Kate Feather writes about the importance of hiring right. I believe that customer service starts with hiring the right people, as well as training and empowering them. Shep Hyken Read More »

How to Empower Employees to Make Good Customer Decisions

Empowered EmployeesCustomer Focused

Empowered employees have the ability to make customer-focused decisions. They are trained well and then given permission to do what’s right for both the customer and the company.

I’ve preached this before, but this time I have a new spin on it. First, a review. Read More »

5 Top Customer Service Articles for the Week of March 16, 2015

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: Three ways to improve your social media customer support

This week on our Friends on Friday guest blog post, my colleague Dilawar Syed writes about ways companies can create a standardized approach via social media platforms to improve social media support. Managing complaints on social media properly will result in showing the customer, their friends and potentially the rest of the world that the company stands behind their products and offers amazing customer service. Shep Hyken Read More »

Predictive Consumption Transforms Excellent Customer Service into Effortless Customer Service

Predictive Consumption

Effortless Experience

Here is a fascinating new and hot concept in customer service: Predictive Consumption.

I was working with my friends at SAP on an upcoming article and webinar, and we were discussing the concept of moving away from excellent customer service to effortless customer service. Read More »

5 Top Customer Service Articles for the Week of March 9, 2015

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: Top 5 Reasons Customers Helping Customers is the Future of Customer Support

This week on our Friends on Friday guest blog post, my colleague Manuel Grenacher shares his top 5 reasons customers helping customers if the future of customer support. I agree and wrote about the idea of customers helping themselves and answering their own questions. Shep Hyken Read More »