Shep Hyken is a world-renowned customer service and CX expert, award-winning keynote speaker, researcher, and New York Times and Wall Street Journal bestselling author of eight books. Hyken helps his clients create amazing customer and employee experiences. His client list
The Secret To EBay’s Phenomenal Customer Experience
Ninety percent of questions, complaints and issues—approximately 3.5 billion customer interactions—are handled digitally through self-service support.
This Experience Gets Customers To Come Back—And Pay More
What’s the No. 1 customer experience that gets customers to come back and pay more? This is kind of a trick question, and I’ll explain why in the article.
Table-Stakes Touchpoints: Powerful Strategy That Can Define The Success Of Your Business
Lauren Richards' take on Jan Carlzon’s concept is that there are table-stakes touchpoints that disproportionately impact the brand’s overall CX and customer sentiment.
The Secret To Happier Employees And Satisfied Customers
For customers, AI is a faster way to get the information they need. Employees using AI can focus on more complex issues that take more time.
5 Ideas For Customer Service Week 2024
Even though we celebrate Customer Service Week during the first full week of October, be sure to celebrate your employees’ hard work the other 51 weeks as well.