ShepHyken

DECEMBER 20, 2018

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. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Video 123

Video Customer Service Customer Experience Customer Service Training 123

Who's Your Gladys?

JUNE 9, 2015

We came across this service-savvy company when their customer care manager Nykki Yeager volunteered her team of service reps to help evaluate our upcoming “Taming Gladys! Creating Fierce Customer Loyalty in Just 12 Weeks” book and coaching program.

Customer Care 100

Customer Care Loyalty Customers Management 100

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

NOVEMBER 21, 2018

Customer loyalty… This is what companies strive for, to create loyal customers. Some companies have earned a reputation that keeps bringing their customers back, again and again. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. How do they do it?

Loyalty 130

Loyalty Customer Service Training Customers Tips 130

ShepHyken

SEPTEMBER 19, 2018

For example, one of the top complaints we hear from our clients is the books they order didn’t show up. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Hotels 24

Hotels Exercises Conference Customer Service Training 24

ShepHyken

JUNE 21, 2017

It turns out that there should have been no charge for the drinks, but for the purposes of book keeping, the bartender had to charge something for the drinks. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. And, when he called the owner, the owner was mortified.

Advertising 126

Advertising Customer Service Training System Training 126

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

DECEMBER 19, 2018

I get new magic books and props in here every week. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. If I’m wrong, send it back.”.

Customer Service Training 124

Customer Service Training Customers Loyalty Training 124

ShepHyken

JULY 21, 2024

He uses some of Jack Nicholson’s characters to teach us valuable customer service and experience lessons. I love the diner scene from the 1970s movie Five Easy Pieces, which I featured in my first book, Moments of Magic. The scene is classic lousy service because of bad “rules.” Connect with Shep on LinkedIn.

Customer Service 90

Customer Service ROI Return on Investment Customer Journeys 90

ShepHyken

DECEMBER 11, 2019

Who doesn’t love fast service? Jimmy John’s , the fast-food chain known for “freaky fast” service and delivery, knows how much customers appreciate speed. Take a leaf out of their book by finding ways to be freaky fast for your customers. Do something special for Get to Know Your Customer Days.

Customer Service 118

Customer Service Customer Experience Fashion Video 118

ShepHyken

OCTOBER 3, 2016

My Comment: If you’ve been following this column you will occasionally see me write about what’s happening on the inside of a company is felt on the outside by the customer. Stan Phelps, the author of the “Goldfish” series of books, shares insights from Southwest airlines. It’s all about creating the right culture!

Airlines 125

Airlines Customer Service Infographics Customer Retention 125

ShepHyken

MAY 5, 2024

My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth. My Comment: My very favorite business book is The Experience Economy by Joe Pine and Jim Gilmore.

Customer Service 78

Customer Service Social Media Tips B2C 78

ShepHyken

MAY 10, 2017

The conversation about the room ended when she said, “I meant the best available room in the category you booked.”. Don’t make a statement to a customer you can’t deliver on. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. Well, I was a little let down.

Hotels 109

Hotels Customer Service Training Course Training 109

Vonage

NOVEMBER 24, 2016

Today, Giordano’s has refined its customer service culture and the welcoming process to an elegant dance of body language, gestures, facial expressions and spoken words. They watch customers carefully and observe how they react. American Express went too far with its initial Platinum Card telephone service. Your Service.

Culture 120

Culture Customer Service Entertainment Hospitality 120

ShepHyken

DECEMBER 6, 2021

3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care? My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department.

Self Service 71

Self Service Customer Service Chatbots Customer Care 71

Michel Falcon Experience

JANUARY 3, 2020

Often, companies only provide customer service training for their frontline employees like customer care professionals and sales team members. I believe all leaders, across all departments, should spend time every month with their customer care and frontline employees.

Customer Service 99

Customer Service Strategy Culture Call Center 99

ShepHyken

JUNE 6, 2018

Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyalty programs promote perks, rewards, elite status and more, which might suggest that not all customers are equal. For information, contact 314-692-2200 or www.hyken.com.

Airlines 100

Airlines Hotels Loyalty Programs Loyalty 100

ShepHyken

JANUARY 17, 2018

We were getting ready to book about 35 rooms in a slow week for the hotel and spend thousands of dollars in their restaurants, bar, and for our banquet meals. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com.

Hotels 51

Hotels Leadership Meeting Banking 51

ShepHyken

MAY 5, 2024

My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth. My Comment: My very favorite business book is The Experience Economy by Joe Pine and Jim Gilmore.

Customer Service 66

Customer Service Social Media Tips B2C 66

ShepHyken

APRIL 9, 2018

(destinationCRM) Customers across industries now expect a better overall experience thanks to Amazon, and here are a few ways your business can follow their lead. My Comment: Joey Coleman is one of the leading customer service and CX experts. His brand new book, “ Never Lose a Customer Again ,” is just out.

Net Promoter Score 95

Net Promoter Score Customer Service Loyalty Programs Chatbots 95

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Website : [link]. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

NOVEMBER 20, 2017

Evergage) In this book, discover what one-to-one personalization is all about, how it’s evolved and what the future entails. Learn how it’s driven by machine learning, delivered across channels and powered by in-depth customer data. My Comment: This isn’t an article, it’s an entire book! Well, this article will do exactly that!

Customer Service 38

Customer Service Self Service Case Study Competitive Advantage 38

ShepHyken

NOVEMBER 13, 2023

My Comment: We kick off this week’s Top Five roundup with Nate Brown’s article introducing us to a new way to look at the importance of customer communities. In my book, The Amazement Revolution, I stress the importance of customer communities enhancing the customer experience.

eBook 63

eBook Customer Service Tips Survey 63

ShepHyken

SEPTEMBER 3, 2018

I call it The Convenience Revolution , and I’ve written an entire book about it and how you can use convenience to take your customer service to the next level. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

ShepHyken

DECEMBER 5, 2022

Do you care about something your customer cares about? If you expect loyalty from your customers, you must demonstrate loyalty toward them. The ebook is “gated,” so you will have to fill out the form to download the book. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 75

Customer Service Hospitality e-support eBook 75

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

How To 40

How To Customer Service Training Video Training 40

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

How To 40

How To Customer Service Training Video Training 40

ShepHyken

JULY 25, 2016

This article gives some insight to the reasons customers leave, and how you might lower your percentage of customer churn. The 27 Best Customer Service Books by Mathew Patterson. My Comment: Looking for a “summer reading” business book? For information contact or www.hyken.com. Follow on Twitter: @Hyken .

Omni-Channel 48

Omni-Channel Customer Service B2C eBook 48

Thematic

DECEMBER 12, 2022

Goal: Personalized marketing campaigns You can capture what individual customers care about in a CRM and then send them personalized emails based on these preferences. Below, you might have “difficulty registering”, “register via single sign-on”, “report registrations” etc. Use case 3.

Feedback 71

Feedback How To B2C Fashion 71

ShepHyken

SEPTEMBER 5, 2016

Create Great Customer Experiences with These Three Principles by Opinurte Team. Opinurate) Matt Watkinson has worked with some of the biggest businesses in the world on customer experience strategy, service design, websites and mobile apps. Talk about delivering customer amazement! Follow on Twitter: @Hyken .

Customer Service 0

Customer Service Hospitality Competitive Advantage Case Study 0

Service Untitled

SEPTEMBER 22, 2010

Answer: What we do in training is make sure that our customer care professionals do several things and do them exceedingly well. Maybe a child is crying in the background or we hear a lot of noise in the background, and it is their job to make sure it is still a good time to speak with a customer.

Call Center 41

Call Center Customer Care Training Exceptional Customer Service 41

SmartKarrot

FEBRUARY 15, 2022

Adam Toporek is a globally-recognized keynote speaker on customer experience. He is known for his ability to help firms reimagine their customer care. He is the owner of CTS Service Solutions, a customer experience firm that grew out of his blog ‘Customers That Stick.’ Bruce Temkin. Colin Shaw. Des Traynor.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

ShepHyken

MARCH 10, 2025

5 Ways to Boost Customer Loyalty by Foundever (Foundever) Customer care has entered a new era one where AI, automation and self-service are reshaping the landscape faster than you can say, Let me speak to a manager. Getting Ghosted? Is that a bad thing? Connect with Shep on LinkedIn.

Loyalty Programs 71

Loyalty Programs Customer Service Self Service Loyalty 71