ShepHyken

AUGUST 16, 2021

Pay special attention to number two, which is to post or re-post “User Generated Content” ( also known as USC) created by your customers on the different social media channels your company is on. 3 Projects to Refresh your Customer Service Strategy and Relieve Stress by Laura Krajewski. This isn’t just information.

Customer Service 99

Customer Service Social Media Tips Multi-Channel 99

ShepHyken

AUGUST 17, 2022

Then I read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. The post What Mixed Signals Do You Send Your Customers?

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Airlines Comparison Advertising Customer Service Training 138

ShepHyken

JULY 21, 2021

In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken.

Customer Service 174

Customer Service Customer Service Training Customers Video 174

ShepHyken

AUGUST 18, 2021

Seventy-five percent surveyed are more likely to be loyal to a company or brand that delivers a personalized customer experience. . If I had to book a flight on an airline, why would I choose one over another? Knowing your customers better than your competition knows them may be the differentiator that earns you their business. .

Airlines 174

Airlines Customer Experience Survey Customer Service Training 174

ShepHyken

JUNE 2, 2021

Be Easy to Do Business With: In my customer service keynote speeches , I often ask the audience, “What is the easiest company on the planet to do business with?” I’ve written an entire book on this topic, The Convenience Revolution , which teaches six principles on how to be convenient. Almost everyone answers, “Amazon!”

How To 141

How To Retail Advertising Customer Service Training 141

CSM Magazine

FEBRUARY 9, 2023

Eventually, this can lead to increased customer satisfaction and potentially higher ratings or recommendations that can help improve visibility and boost bookings. Establishing relationships with influencers or travel bloggers who promote tourism in your area can bring in more bookings.

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Customer Focused Tourism Travel Guidelines 52

ShepHyken

FEBRUARY 13, 2019

One of my favorite gifts I ever gave was a book by a friend’s favorite author. But not just any book. I found a first edition autographed copy of the book. A customer appreciation event: These can be fun yet also expensive. The post Five Ways to Say Thank You to Your Customers appeared first on Shep Hyken.

Fashion 128

Fashion Video Customer Service Training Customers 128

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

MARCH 23, 2022

In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again I cover the concept of being nice. I joke that I’ve written eight books on being nice. After all, isn’t that a big part of customer service? They are a big part of why customers say, “I’ll be back!” .

Customer Service Training 131

Customer Service Training Course Customer Service Training 131

ShepHyken

JULY 10, 2019

I first came across this idea in the book Moments of Truth by Jan Carlzon , which I consider one of the most important books written on customer service. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Hotels 131

Hotels Customer Service Training Customers Examples 131

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out.

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Culture Customer Centricity Sports Customer Service Training 113

ShepHyken

MAY 21, 2018

(QSR) In the fight to win back its brick-and-mortar customers, Starbucks is leveraging technological and experiential methods. My Comment: Starbucks is a leader in customer service and experience. Books have been written about the Starbucks experience. Because bad customer service is bad for your reputation.

Customer Service 83

Customer Service Customer Service Strategies Employee Experience Innovation 83

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

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is consistently helping his clients create a magical customer experience like Disney.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

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.

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Customer Service Training Customer Retention Customers Sales 134

ShepHyken

NOVEMBER 17, 2021

Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t? Here’s a question, and I think I know the answer. Follow on Twitter: @Hyken.

Fashion 131

Fashion Self Service Interaction Airlines 131

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

NOVEMBER 9, 2022

Those are questions I asked Bill Price, Amazon’s first global vice president of customer service and the founder and president of Driva Solutions. When Price was interviewing for the job at Amazon, Bezos asked, “What’s your definition of customer service?” That’s truly customer-focused! .

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Competitive Advantage Customer Focused Customer Service Training Meeting 75

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.

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Customer Service Customer Experience Fashion Video 118

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

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How To Automotive Competitive Advantage Customer Service Training 640

ShepHyken

AUGUST 31, 2020

How to Prevent Customer Churn with Retention Marketing by Lauren Pope. Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around? My Comment: Some of our readers may know that I’m writing another book about getting customers to come back. Follow on Twitter: @Hyken.

Customer Service 112

Customer Service Social Media Customer Service Training Infographics 112

ShepHyken

NOVEMBER 7, 2018

I wrote the book, The Convenience Revolution , and identified six “Principles of Convenience,” one of them being delivery. I included Domino’s as a case study in the book, but guess what? Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

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Case Study Study Customer Service Training Technology 96

ShepHyken

NOVEMBER 7, 2016

The Customer Advocacy Playbook: How to Create, Manage, and Grow an Effective Brand Advocacy Campaign by Sujan Patel. It’s actually a short “play book.” The author has shared a wealth of information on how to create customer advocacy. WebProfits) Who, or what, is responsible for bringing new business through your door?

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Customer Service Loyalty Customer Success Resources 125

ShepHyken

NOVEMBER 15, 2021

Ace Hardware Goes Thanksgrilling in Customer Service Strategy by Judy Mottl. Retail Customer Experience) Ace Hardware is going all out in stores this Thanksgiving to help customers not only find the right grill equipment but also chef tips on making the feast a success. They want proof in the form of ROI.

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Customer Service Metrics Social Media Retail 78

Michel Falcon Experience

OCTOBER 21, 2019

This is a testament to their seamless customer experience that has us buying more and more every year. Amazon started off as a small, garage-operated website, they earned our trust by selling books. Today, they have Amazon Web Services (AWS), Amazon Basics and more. Do they have soft skills? Are they humble? Are they kind?

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Customer Journeys Customer Service Company Customer Centricity 111

CSM Magazine

FEBRUARY 13, 2020

The training should include your company’s philosophy and make clear your customer service vision and mission. Disney is a good example of customer focused employee on-boarding. That way you’ll gain the customer’s respect and your company’s reputation will remain intact. Encourage customer complaints.

Customer Service 80

Customer Service Social Media Ecommerce Culture 80

ShepHyken

APRIL 27, 2022

He had been reading my customer service articles for several years. It was an easy decision for him to say, “You’re booked!” . Several conferences and bookings later, we laughed about how he almost canceled me before the first booking.? . He watched my speaker demo video. Follow on Twitter: @Hyken.

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Conference Customer Service Training Customer Focused Video 71

ShepHyken

AUGUST 15, 2018

Let’s assume you are customer focused and your organization is providing a level of customer service that earns consistent high scores. In addition to the great service, be easy and convenient to do business with. So, here’s a twist on the typical one thing question. Where can you go from here?

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Net Promoter Score NPS Banking Survey 90

ShepHyken

OCTOBER 28, 2019

How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. Freshdesk) Building an airtight customer service strategy is the best way to weather the demands of today’s savvy customers. I have added my comment about each article and would like to hear what you think too.

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

Thematic

MARCH 20, 2025

" This means businesses that adopt AI-driven text analytics can tap into cutting-edge technology to make customer-focused decisions faster and more accurately. How It Works: AI scans customer reviews, support tickets, and survey responses, identifying recurring themes. It highlights emerging concerns (e.g.,

Analytics 62

Analytics Customer Service Analysis e-support 62

ShepHyken

JUNE 4, 2018

My Comment: We wrap up this week’s Top Five with a book review of one of my favorite customer service books to come out this year. Jay Robb reviews “Make Mom Proud” by Jeanne Bliss and shares eight great tips from the book.

Customer Service 77

Customer Service Airlines CRM Social Media 77

ShepHyken

JANUARY 29, 2018

The aim is to modernize customer services. My Comment: Here is a great interview with Joshua March, the CEO and co-founder of Conversocial, and the author of the upcoming book “Message Me.” Here are a few simple, yet effective, tips on how you develop your customers to want to do business with you.

Customer Service 98

Customer Service Social Media Tips Contact Center 98

ShepHyken

AUGUST 31, 2022

When he eventually became a famous novelist, he printed the insignia “ad Astra per alas porci” on every book he wrote, which loosely translated means, “to the stars on the wings of a pig.” In addition, in some of his books, he added the image of a flying pig, which he called “Pigasus.” Pegasus is a mythical winged flying horse.

Hospitality 71

Hospitality Exercises Customer Service Training Examples 71

ShepHyken

JUNE 6, 2022

My Comment: Regardless of the industry you and your company might be in, a good customer service strategy is to have a “hospitality mentality.” For example, a customer may not use a website to book a hotel room with you, but they might use it to buy your product. Adapt them to work for your industry.

Customer Service 71

Customer Service Loyalty Programs Hotels Loyalty 71

ShepHyken

MAY 17, 2021

(destinationCRM) When you add together a year that turned marketing on its head, a rise in consumer expectations for how brands engage with them, and growing angst and regulation around data privacy, there’s no denying that brands must prioritize customer retention efforts in 2021. Customer Retention is more important than ever.

Customer Service 88

Customer Service Customer Retention Tips Brands 88

ShepHyken

MARCH 21, 2023

Use the customer’s name. In the 1936 book How to Win Friends and Influence People , Dale Carnegie wrote, “Remember that a man’s name is, to him, the sweetest and most important sound in any language.” Get more information on The Customer Focus ™ customer service training programs. Follow on Twitter: @Hyken

Customer Experience 71

Customer Experience Customer Service Training Course Customers 71

ShepHyken

DECEMBER 6, 2021

My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department. My Comment: It should be every organization’s goal to create a customer experience that people want to share. Sharable means customers talk about you and recommend you, and who doesn’t want that?

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Self Service Customer Service Chatbots Customer Care 71