Kayako

FEBRUARY 28, 2018

There are so many different ways to onboard new employees with a training program. You need to consider what kind of culture you are trying to foster, what priorities you want your team to have, and make a plan to preemptively correct problems and questions before they’ve even come up. Have a training/education budget.

Training 213

Training Culture Customer Service Training Customers 213

Vonage

OCTOBER 2, 2017

This means creating a culture where customer service excellence is a top priority, where continuous improvement becomes a passion. Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP!

Customer Service 186

Customer Service Tourism Government Culture 186

Vonage

SEPTEMBER 26, 2017

This means creating a culture where customer service excellence is a top priority, where continuous improvement becomes a passion. Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP!

Customer Service 186

Customer Service Tourism Government Culture 186

ShepHyken

SEPTEMBER 6, 2017

In other words, you can’t – and shouldn’t – judge a book by its cover. Don’t make the mistake of judging a book by its cover. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. The post Big Mistake… Don’t Judge a Book Buy Its Cover appeared first on Shep Hyken.

Hotels 0

Hotels Customer Service Training Sales Customer Service 0

ShepHyken

OCTOBER 28, 2020

It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers. If you truly love your people, love your customers and love what you do, it shows.

Culture 159

Culture Social Media Customer Service Training Customers 159

Vonage

APRIL 25, 2017

More than 10,000,000 of his books have been purchased around the world. He is also a master of using excellent customer service skills. I had the pleasure of sharing a speaker’s platform with him at an Achiever’s Congress in Asia where he demonstrated the meaning of impeccable customer service skills.

Customer Service 145

Customer Service Exceptional Customer Service Culture Contact Center 145

ShepHyken

AUGUST 7, 2019

He informed them that the customer was no longer the first priority. Culture had replaced the customer as the top priority. Hsieh said, “Get the culture right, and we’ll deliver the customer experience we want our customers to have.”. The focus on culture is really a focus on people.

Customer Service 132

Customer Service Culture Customer Service Training Leadership 132

CloudCherry

AUGUST 22, 2019

Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. He is also the creator of The Customer Focus , a customer service training program which helps clients develop a customer service culture and loyalty mindset.

Travel 150

Travel Customer Service Training Culture Loyalty 150

ShepHyken

MARCH 11, 2020

The smartest person in the world may not end up being a good cultural fit for a company. This explained the company culture and expectations of Disney employees, also known as cast members. The point is that Disney establishes upfront that learning about the company culture is a priority for new applicants. There’s a difference.

Employee Experience 139

Employee Experience Culture Video Customer Service Training 139

ShepHyken

JULY 5, 2021

My Comment: Let’s close out this weeks’ Top Five with an article that goes back to one of my favorite topics; culture. And I get to share one of my favorite lines: What’s happening to employees inside a business is felt on the outside by the customer. Top 10 Must-Read Customer Experience Books by Sofia Ohlson.

Customer Service 155

Customer Service Loyalty Programs Hotels Infographics 155

ShepHyken

FEBRUARY 6, 2019

My job is to talk to them about customer service. As part of my homework, Todd Hopkins, their CEO, shared the Office Pride Culture book. In his book, Delivering Happiness: A Path to Profits, Passion, and Purpose , Hsieh says he hires for those core values. Is this the culture that you want to be a part of?

Culture 116

Culture Exercises Customer Service Training Brand Values 116

CSM Magazine

FEBRUARY 13, 2025

I have been skiing in Vail Colorado, one of the best skiing areas in the world, for over 50 years.George Gillett originally built VailResorts.When I first met George in 1978 I asked him what he does and he said, I am in customer service. George also has an endorsement in my book, Achieving Excellence Through Customer Service.

Customer Experience 59

Customer Experience Culture Training Call Center 59

ShepHyken

SEPTEMBER 18, 2019

That’s why I’ve been intrigued for years by Cameron Mitchell’s philosophy—and also the title of his book— Yes is the Answer! For example, one of my favorite business strategies is “one to say YES and two to say NO” , which is all about empowering employees to say “ yes” to customers. It’s an attitude and a culture.

Customer Service Training 132

Customer Service Training Training Culture Examples 132

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! It takes constant training and practice. What do they mean to you?

Loyalty 168

Loyalty Customer Service Training Customers Training 168

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

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

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. The culture: This is the kind of organization you want to be affiliated with. “People don’t buy what you do; they buy why you do it.”

Culture 134

Culture Policies Customer Service Training Customers 134

Vonage

JUNE 6, 2017

Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com.

Measurement 133

Measurement Customer Service Social Media Travel 133

ShepHyken

OCTOBER 15, 2019

How Small Things Can Impact Customer Service in a Big Way. They discuss her recent book, The 10 ¢ Decision: How Small Change Pays Off Big , which focuses on small, simple things leaders and team members can do to enact big, positive changes in their customer service. Small Change, Big Payoff with Laurie Guest.

Customer Service Training 21

Customer Service Training Culture Training Customer Service 21

ShepHyken

AUGUST 9, 2021

10 Simple Steps Toward Delivering a More Convenient Customer Experience by Rolling Stone Culture Council. 10 Rolling Stone Culture Council members each shared one thing leaders can do to maximize convenience and create more happy customers. I even wrote an entire book devoted to this topic, The Convenience Revolution.

Customer Service 152

Customer Service Social Media Culture Report 152

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

Vonage

NOVEMBER 11, 2015

Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com.

Customer Service 120

Customer Service Hotels Fashion Culture 120

Kayako

APRIL 15, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. Employee golden rule – Do unto your employees as you want done unto the customer” – Shep Hyken.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

ShepHyken

DECEMBER 20, 2018

But, how do you think a customer feels when we see the deal, then calls the company to ask for the same deal, and is told that it’s just for new customers? A successful customer experience strategy is a result of the company’s culture. Three C’s of Customer Service Success. Each year I read about 40 books.

Video 123

Video Customer Service Customer Experience Customer Service Training 123

Vonage

DECEMBER 16, 2015

Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com.

Customer Service 120

Customer Service Infographics Culture Customer Service Training 120

Vonage

OCTOBER 24, 2016

Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com.

Airlines 120

Airlines Customer Service Conference Culture 120

Vonage

AUGUST 22, 2016

Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com.

Customer Service 120

Customer Service Culture Customer Service Training Course 120

Vonage

JULY 19, 2016

Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com.

Measurement 120

Measurement Customer Service Self Service Travel 120

Vonage

MAY 5, 2016

Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com.

How To 120

How To Customer Journeys Entertainment Culture 120

Vonage

AUGUST 14, 2015

Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com.

Customer Service 120

Customer Service Culture Customer Service Training Customers 120

Vonage

MARCH 14, 2017

Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com.

Customer Service 136

Customer Service Sports Social Media Culture 136

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 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

SEPTEMBER 30, 2020

It’s more than just the front line interacting with customers. If you have been following my work, you know my belief is that customer service is not a department—it’s a philosophy that is part of an organization’s culture and is everyone’s responsibility. The results? Fast , helpful and friendly. This is huge.

Customer Service 130

Customer Service Poor Customer Service Customer Service Representative Course 130

ShepHyken

OCTOBER 26, 2016

Here is an idea that just about any organization can do – write a book. But, not just any book. A customer service book, written by your employees, featuring great customer service experiences, for both internal customers and external customers. They do a new book every year.

Customer Service 48

Customer Service Exercises Customer Service Training Culture 48

Vonage

JANUARY 24, 2017

Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com.

Customer Service 133

Customer Service Advertising Contact Center Culture 133

Vonage

OCTOBER 2, 2017

Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com.

Customer Service 120

Customer Service Culture Customers Customer Service Training 120

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. How would you like them to describe you?

Advertising 157

Advertising Customer Service Training Interaction Customer Experience 157