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.

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

Loyalty 168

Loyalty Customer Service Training Customers Training 168

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

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. Then there is the solution or resolution to the customer’s issue. It’s like my mom’s chicken recipe book. I thought my mom was the greatest cook in the world. She could make the best chicken. The post Winner!

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Customer Service Training Social Media Customer Service Representative Training 151

ShepHyken

JULY 5, 2021

They may even make you rethink how you email your customers. 7 ways leaders can model great customer service by Jeff Toister. Toister Solutions) You have to walk the talk if you want your employees to be customer-focused. Top 10 Must-Read Customer Experience Books by Sofia Ohlson.

Customer Service 156

Customer Service Loyalty Programs Hotels Infographics 156

ShepHyken

SEPTEMBER 29, 2021

I even wrote a book, Amaze Every Customer Every Time , in which I used Ace as the role model example throughout the entire book. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. What if they looked beyond the competition? Follow on Twitter: @Hyken.

Industry 162

Industry Hospitality Leadership Customer Service Training 162

ShepHyken

MARCH 24, 2021

This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. We’re revisiting that topic with a fresh point of view.

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Measurement Net Promoter Score Effort Score Customer Satisfaction 160

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

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

JANUARY 29, 2020

The story about the genie comes from the first chapter of the updated and revised edition of my book, The Cult of the Customer. If you liked it, you can preorder the book through my website, which will get you immediate access to the eBook free of charge, along with another special gift. Follow on Twitter: @Hyken.

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eBook Video Customer Service Training Sales 157

ShepHyken

JANUARY 22, 2020

He recently released a book that included many of his quotable words of wisdom. 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.

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Customer Service Training Training Customer Service Sales 150

ShepHyken

AUGUST 12, 2020

I’m in the process of writing a new book. That’s a great customer service strategy—just be nice! I’ll share examples and ideas around being nice as the book is written, but I was recently at a friend’s home and heard a great story that will probably go in the book and is definitely worth sharing today.

Customer Service Strategies 141

Customer Service Strategies Customer Service Training Customer Service Strategy 141

ShepHyken

APRIL 14, 2021

If all you do is compare yourself to your competitors, you may be missing your best opportunities to create the best experience for your customers. In my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I cover a six-step process to getting your customers to say, “I’ll be back.”

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How To Customer Service Training Leadership Customers 152

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

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?

Airlines 138

Airlines Comparison Advertising Customer Service Training 138

ShepHyken

SEPTEMBER 13, 2021

(CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. Customer loyalty refers to customers who have decided to continue to do business with a brand as a preference over that brand’s competitors. There’s a big difference.

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Customer Service B2C B2B Customer Retention 158

ShepHyken

DECEMBER 21, 2020

10 Customer Experience Books Worthy of Discussion in 2020 by Dan Gingiss. podcast is called Book Report, where we feature an important customer experience or customer service book and share it in a unique way. My Comment: One of my colleagues in the customer experience space is Dan Gingiss.

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Customer Service Airlines Tips Customer Service Strategies 124

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

Culture 160

Culture Social Media Customer Service Training Customers 160

ShepHyken

FEBRUARY 24, 2021

Reducing friction is all about creating an easier experience for the customer. In my book, The Convenience Revolution , I identify six ways to create convenience. And, all of them focus on creating convenience and reducing friction for customers. The first, reducing friction, is tied to all five other principles.

Customer Service Training 156

Customer Service Training Innovation System Technology 156

ShepHyken

MARCH 11, 2020

In my book The Amazement Revolution , I wrote about Hy-Vee, the regional grocery store chain based in Des Moines, IA. The best customer-focused companies are also employee-focused. That is what builds the foundation of a successful customer-focused culture. Only then was it time for the first interview.

Employee Experience 139

Employee Experience Culture Video Customer Service Training 139

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

ShepHyken

SEPTEMBER 1, 2021

Amazon revolutionized the book industry and eventually the entire retail industry. . Some of my B2B clients don’t think they have to meet Amazon’s level of service. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. That’s nothing new. Follow on Twitter: @Hyken.

B2B 151

B2B Comparison Healthcare Customer Service Training 151

ShepHyken

MAY 13, 2020

I don’t remember the name of the book they read, but I remember the story. 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.

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Customer Service Training Training Customer Focused Customer Service 164

ShepHyken

FEBRUARY 3, 2021

Yet it is the doctor who insists they book – actually overbook – patients back-to-back. 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.

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System Customer Service Training Training Management 155

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. What is the Question? Follow on Twitter: @Hyken.

Customer Service Training 132

Customer Service Training Training Culture Examples 132

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

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

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. As I was reading it, I came across a concept worth sharing.

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Culture Exercises Customer Service Training Brand Values 117

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

NOVEMBER 14, 2018

As most of you (hopefully know), my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible. In the book, there are six Convenience Principles with plenty of examples, and many of our followers have read my articles and watched my videos on these powerful concepts.

How To 120

How To Touchpoint Customer Service Training Video 120

ShepHyken

AUGUST 9, 2021

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. Customers hate friction, and they will seek out the places that are easiest to do business with.

Customer Service 153

Customer Service Social Media Culture Report 153

ShepHyken

APRIL 7, 2021

Now, if someone comes in to buy a book they saw on our website, we can access the online price through our register. 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.

Retail 146

Retail Customers Customer Service Training Loyalty 146

ShepHyken

AUGUST 7, 2019

Entire books have been written about how to create a culture. 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.

Customer Service 132

Customer Service Culture Customer Service Training Leadership 132

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

ShepHyken

APRIL 22, 2020

An example of this comes right out of my recently released book, the updated and revised version of The Cult of the Customer. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. If I did, this is what I meant by it: details are important. They must be purposeful.

Management 138

Management Training Customer Service Training Examples 138

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