ShepHyken

JANUARY 7, 2025

Since writing that book, a number of other books on convenience have been published. The Secret to eBay’s Phenomenal Customer Experience with Derek Allgood : I had the pleasure of interviewing Allgood, eBays VP of global CX. Connect with Shep on LinkedIn. Avrins is one of the best.

Retail 82

Retail Video Customer Confidence Culture 82

ShepHyken

MARCH 24, 2025

My Comment: Brian Higgins, Verizon’s Chief Customer Experience Officer, leads a world-recognized brand in its effort to deliver an amazing customer experience. He recognizes the power of leveraging technology (AI) and balancing it with the human-to-human connection. Connect with Shep on LinkedIn.

Customer Service 75

Customer Service Healthcare Loyalty Video 75

ShepHyken

AUGUST 11, 2021

Don’t get me wrong, I love repeat customers, and we absolutely want them. Repeat customers are very desirable. I write about this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. As a business, you should do everything you can do to get the customer to come back.

Loyalty 174

Loyalty Customers Customer Service Training Retail 174

TechSee

JUNE 16, 2022

Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

SEPTEMBER 8, 2021

One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. Yes, the word terminate ties into the movie Terminator , which somehow became a theme in the background of the book.

Social Media 169

Social Media Customer Service Training Training Customers 169

ShepHyken

MARCH 4, 2020

If you’re reading this article the week it’s posted, then this is a sneak preview of a few of my favorite quotes from the book. Even if it’s after the book comes out, it’s not too late to “join” the Cult of the Customer—the cult you want to belong to! Satisfying your customers is not enough. Satisfactory is a rating.

Loyalty 168

Loyalty Customer Service Training Customers Training 168

ShepHyken

NOVEMBER 4, 2020

It turns out she could follow a recipe and had bought a book that had 365 chicken recipes—one for each day of the year. So many ways to serve chicken—so many ways you can amaze your customer. And like chicken, customer service—no matter how you serve it to your customer—is still customer service.

Customer Service Training 151

Customer Service Training Social Media Customer Service Representative Training 151

ShepHyken

JANUARY 16, 2024

Finally, leaders should spend time on the front line, either shadowing (listening in) on customer support calls or taking the calls themselves. In my most recent book, I’ll Be Back , I wrote about how Bill Gates visited the customer support center and asked to take customer support calls.

Customer Service 151

Customer Service Customer Centricity Customer Service Training Survey 151

Vonage

JULY 13, 2017

Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com. Related Posts When does customer service excellence become ‘legendary?’. Create your customer service mantra.

Culture 174

Culture Customer Service Hotels Hospitality 174

ShepHyken

APRIL 16, 2024

This experience reminded me of a chapter from my book, Be Amazing or Go Home. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn. She was friendly and funny, and her positive attitude about her job inspired us.

Hotels 158

Hotels Customer Service Training Customer Service Customer Experience 158

Calabrio

APRIL 11, 2025

trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. .” ” “Ensure 100% completion and passing scores on the annual call center compliance training module by the end of Q3.” The stakes have never been higher. Recent estimates suggest that a staggering $3.8

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

ShepHyken

NOVEMBER 18, 2020

For example, pre-COVID-19 I was at an airport gift shop and bought a book. There was no cashier; just two kiosks for customers to self-checkout. When they opened their first store in early 2018, nobody thought that customers would not only want a people-less way to shop, but in the wake of COVID-19, desire and demand it.

Loyalty 149

Loyalty Self Service Customer Service Training Tips 149

ShepHyken

SEPTEMBER 17, 2024

She bought the chess set – but only after the owner promised not to give the salesperson a commission. Eight years ago, I wrote an article titled Big Mistake … Don’t Judge a Book by Its Cover. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service Training 149

Customer Service Training Customers Customer Service Customer Experience 149

Kayako

FEBRUARY 28, 2018

In Kayako’s Advanced Guide to Customer Service Training they write “One-to-one training is vital for new employees. Make an effort to connect remote teams in person. If you stop giving your employees opportunities for training and leveling up after their first three months, they will get bored.

Training 213

Training Culture Customer Service Training Customers 213

Who's Your Gladys?

APRIL 22, 2015

Since Marilyn Suttle and I first started talking about writing a book about customer service, our focus has been compassion. When someone feels compassion, they’re able to understand another’s point of view, an important part of creating connected, positive relationships. We believe that if compassion showed.

Customer Service Training 100

Customer Service Training Training Customer Service Connections 100

ShepHyken

MARCH 12, 2024

So, here are six ways to create an experience personality that will transform your company or brand from merely providing products and services to doing so with personality: Your Company’s Personality: I don’t care what you sell. It could be military equipment or comic books. Connect with Shep on LinkedIn.

Advertising 158

Advertising Customer Service Training Interaction Customer Experience 158

Vonage

OCTOBER 6, 2015

Whenever I call Federal Express to arrange an outgoing shipment of Ron Kaufman books, tapes, videos and learning resources, FedEx already knows my name, address and account number … even before I tell them who is calling. FedEx has linked “inbound caller identification” to their customer database to improve customer experience.

Customer Experience 120

Customer Experience Airlines How To Customer Service Training 120

ShepHyken

FEBRUARY 20, 2024

Yes, this is subjective, and it’s the customer’s opinion that matters, but keeping in mind that you’re creating value in the time your customer spends with you will help you focus on delivering your best customer experience. Does the Customer Come Back? Connect with Shep on LinkedIn.

Metrics 159

Metrics Customer Service Measurement NPS 159

ShepHyken

AUGUST 9, 2021

Customer Experience Starts – and Stops – With Emotions by Kristi Knight. CMSWire) By understanding and tapping into those emotions, brands can build powerful connections that create fierce advocates. My Comment: This is an interesting article about how a customer’s emotions play into the overall customer experience.

Customer Service 153

Customer Service Social Media Culture Report 153

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. Here is the link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

ShepHyken

FEBRUARY 14, 2022

This article covers several important ways to deliver that return policy experience that fosters goodwill and gets customers to return again and again. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 127

Customer Service Customer Service Training Policies Loyalty 127

ShepHyken

MARCH 15, 2021

I just wrote another book ( I’ll Be Back: How to Get Customers to Come Back Again and Again ), which is all about repeat customers. So, how do you calculate your customer retention rate? Customer service training needs to be on your short-term bucket list by Shaun Belding. It’s the price of admission.

Customer Service 106

Customer Service Customer Service Training Customer Retention Training 106

Vonage

OCTOBER 24, 2016

Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com. Related Posts Customer service: what not to do when you don’t know. Attending Connect 2016? He is author of the bestselling “UP!

Airlines 120

Airlines Customer Service Conference Culture 120

ShepHyken

JULY 4, 2023

I liken this to my school days when the teacher said we could bring our books and notes to the final exam. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn. It didn’t make me dumb. It made me more efficient.

Conference 134

Conference Customer Service Training Customer Service Study 134

ShepHyken

DECEMBER 20, 2018

They discuss the impact that words have on human connection and customer service. Create a game-changing experience for your customers, and in the process, make your competition irrelevant. Give A Valuable Gift: The Top 10 Business Books For 2018. Each year I read about 40 books. I peruse dozens of others.

Video 123

Video Customer Service Customer Experience Customer Service Training 123

ShepHyken

APRIL 24, 2019

A while back, I interviewed Matt Dixon on Amazing Business Radio about the wonderful book he co-authored with Nick Toman called The Effortless Experience , where they cover the surprise and delight concept. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service Training 120

Customer Service Training Customer Service Customer Experience Training 120

ShepHyken

NOVEMBER 2, 2022

I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues. With that, An important goal of a good customer experience is to make the customer feel special.

Customer Service Training 134

Customer Service Training Customer Retention Customers Sales 134

ShepHyken

OCTOBER 25, 2021

You might even feel connected to a brand you haven’t purchased from but are still interested in. My Comment: As the title states, here is a list of 27 tools that could help you deliver a better customer service experience. You’ll find everything from software solutions to communication apps to customer support books and more.

Customer Service 153

Customer Service Loyalty Programs Chatbots Loyalty 153

ShepHyken

DECEMBER 26, 2018

That quote comes from Simon Sinek, author of the book, Start with Why. This quote makes me think about the different reasons behind why a customer chooses to do business with a company. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Culture 134

Culture Policies Customer Service Training Customers 134

ShepHyken

FEBRUARY 26, 2020

Want to engage and connect with your customers more effectively? I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific insights on how to improve the customer experience. I even wrote a book devoted to exactly that: The Convenience Revolution. Follow on Twitter: @Hyken.

Customer Experience 119

Customer Experience How To Transportation Travel 119

Vonage

APRIL 6, 2016

Automation is essential for expanding and accelerating service in many industries. But when individual care or attention is required, customers need contact with real people. When human energy flows and connects, good things (can) get done and you can improve customer experience to your advantage. Your Service.

Customer Experience 120

Customer Experience Exercises Culture Connections 120

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. She recently wrote the book on customer understanding ! Aimee Lucas.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

AUGUST 29, 2023

I had no idea that years later, I would write about this example in one of my books, Amaze Every Customer Every Time. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn. He sold me a better hinge that was less expensive.

Customer Service Training 127

Customer Service Training Sales Examples Customers 127

ShepHyken

OCTOBER 17, 2018

Many books have been written about companies like Disney, Nordstrom, Ritz-Carlton and Apple. Engagement: This starts with having active conversations with your customers, in person and online via the Apple website, social media or any other way the customer and Apple can engage with each other. Follow on Twitter: @Hyken.

How To 121

How To Social Media Customer Care Brands 121

ShepHyken

SEPTEMBER 30, 2020

Fast” is about creating a convenient experience, something I wrote an entire book on. And “friendly” is all about that personal touch—an empathetic human connection—which is even more important than ever these days. As we move into Customer Service Week, I invite you to remember this information. This is huge.

Customer Service 131

Customer Service Poor Customer Service Customer Service Representative Course 131

ShepHyken

MARCH 9, 2020

The author showcases several ways to measure the success of customer service and experience. Everything from NPS to CSAT to Customer Lifetime Value and more. Finding connection in a frictionless world by Ivan Bojanic. Retail Customer Experience) Every transaction is a journey. by Kelly Herrick.

Customer Service 101

Customer Service Chatbots NPS Customer Service Training 101

ShepHyken

AUGUST 1, 2023

If you want to learn more about how to properly gift your customers, read this article about my friend John Ruhlin and his book Giftology. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Hotels 117

Hotels Travel Exercises Customer Service Training 117