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. Avrins is one of the best. Connect with Shep on LinkedIn.

Retail 82

Retail Video Customer Confidence Culture 82

ShepHyken

DECEMBER 21, 2020

How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. According to Channels, after just one negative experience, 51% of customers will never do business with that company again. by GISuser. Thank you, Dan!)

Customer Service 124

Customer Service Airlines Tips Customer Service Strategies 124

Customers That Stick

MARCH 11, 2015

My new book Be Your Customer’s Hero: Real-World Tips and Techniques for the Service Front Lines is finally here. I am truly thrilled to put this book into the hands of customer-facing professionals all around the world. Be Your Customer’s Hero (HERO) is a different type of customer service book.

Customer Service Training 60

Customer Service Training Social Media Tips Customer Service 60

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

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

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. Laura mentioned she had been working at the airport for seven years and was just a few years from retiring.

Hotels 158

Hotels Customer Service Training Customer Service Customer Experience 158

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

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 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

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

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 158

Advertising Customer Service Training Interaction Customer Experience 158

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

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? This one will be familiar to you if you’ve been following my work.

Metrics 159

Metrics Customer Service Measurement NPS 159

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

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

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 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. Still, I liked this article a lot.

Customer Service 112

Customer Service Social Media Customer Service Training Infographics 112

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. Even though it gave me the correct answer, I still had to know what to do with it. It didn’t make me dumb.

Conference 134

Conference Customer Service Training Customer Service Study 134

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

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

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. When I showed the salesperson my broken hinge, he asked if I was open to a suggestion.

Customer Service Training 127

Customer Service Training Sales Examples Customers 127

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

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.

Culture 113

Culture Customer Centricity Sports Customer Service Training 113

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 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

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

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

APRIL 30, 2024

When I’m asked to give a customer experience keynote speech , one of the points I like to make is the importance of simplifying the complicated. All of my books are easy to read. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Entertainment 101

Entertainment Sports Financial ROI 101

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.

How To 640

How To Automotive Competitive Advantage Customer Service Training 640

ShepHyken

MAY 28, 2024

The front desk clerk recognized Chip as a loyal Marriott Bonvoy member and knew the surprise of upgrading him to the nicer room wouldn’t cost the hotel any more than the regular room he was booked in. The result was a deepened sense of loyalty and sharing the story with others—in this case, thousands of readers of Chip’s Forbes article.

Hotels 99

Hotels Customer Service Training Customers Tips 99

ShepHyken

OCTOBER 1, 2023

And then there’s the second sentence: “According to a Harvard Business Review article, employee experience is the key driver of customer experience …” Then, don’t miss the fifth tip on how technology can waste a massive amount of your employees’ time. What an honor. Thank you, Chalmers Brown, for including me.

Customer Service 71

Customer Service Contact Center Average Handle Time Customer Service Strategies 71

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.

Case Study 96

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?

Customer Service 125

Customer Service Loyalty Customer Success Resources 125

Comm100

NOVEMBER 3, 2017

Someone who is going to work with social media customer service is going to need different training than legal, legal is going to need different training than corporate, etc. Recommended for you : You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why. Service First.

Social Media 166

Social Media Course Training Marketing 166

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. I booked an international trip for a speaking engagement. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Travel 101

Travel Customer Service Airlines Poor Customer Service 101