ShepHyken

MARCH 19, 2025

This made me reflect on my mentor of gift giving, the late John Ruhlin , author of Giftolog,y and his latest book, Beyond Giftology (released posthumously), who taught me the dos and donts of corporate gifting. The point of gifting to customers and employees is to be remembered. However, not everyone does it right.

Sports 79

Sports Customer Service Training Customers Connections 79

ShepHyken

NOVEMBER 6, 2024

If, on that day, time is important and you don’t want to make others wait, the answer is probably the fastest – as in more convenient – choice, not the best coffee or the friendliest service. If you’ve been following my work, you know I’m a big fan of a convenient customer experience. Once time is gone, you can’t get it back.

Customer Experience 79

Customer Experience Customer Service Training Meeting Customers 79

ShepHyken

JULY 14, 2021

How do you say Yes to every customer request ? Is this customer service utopia? My friend Christine Trippi wrote a book titled Yes Is the Answer. And Cameron Mitchell, about whom I’ve written before, wrote a book with a similar title, Yes is the Answer. Is it possible? What is the Question ?

How To 171

How To Hotels Hospitality Transportation 171

ShepHyken

MARCH 4, 2025

Recognize that there are two areas in which you want to compete: providing a better customer experience and having fewer complaints. In my book, Ill Be Back: How to Get Customers to Come Back Again and Again , one of the six strategies I cover in the final chapter is to find out what your competition does well and adapt it to your company.

How To 82

How To Exercises B2B Feedback 82

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 79

Retail Video Customer Confidence Culture 79

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.

Social Media 168

Social Media Customer Service Training Training Customers 168

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 167

Loyalty Customer Service Training Customers Training 167

ShepHyken

MARCH 24, 2025

The pressures are high, the stakes are even higher, and balancing both customer needs and agent performance can sometimes feel like an impossible task. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 73

Customer Service Healthcare Loyalty Video 73

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!

Customer Service Training 148

Customer Service Training Social Media Customer Service Representative Training 148

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

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

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.

Culture 174

Culture Hotels Customer Service Hospitality 174

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 148

Customer Service Customer Centricity Customer Service Training Survey 148

Comm100

OCTOBER 23, 2017

(Note that although these tips were written with customer service agents in mind, you can tweak them to bring Halloween fun to any department or office! Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Alternately, you can print out coloring pages online.

Customer Service 36

Customer Service Customer Service Training Training Groups 36

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 161

Industry Hospitality Leadership Customer Service Training 161

ShepHyken

JULY 5, 2021

Top 10 Must-Read Customer Experience Books by Sofia Ohlson. LUMOA) Our list includes books written by well-known CX experts and leaders with a long experience working within customer experience in different industries. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 154

Customer Service Loyalty Programs Hotels Infographics 154

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 186

Customer Service Tourism Government Culture 186

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.

Measurement 157

Measurement Net Promoter Score Effort Score Customer Satisfaction 157

Vonage

JULY 13, 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.

Culture 174

Culture Customer Service Hotels Hospitality 174

Vonage

SEPTEMBER 26, 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 186

Customer Service Tourism Government Culture 186

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 155

Hotels Customer Service Training Customer Service Customer Experience 155

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

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.

eBook 156

eBook Video Customer Service Training Sales 156

ShepHyken

FEBRUARY 23, 2025

Responsive Customer Service Is Brands Secret to Success by LBB Editorial (LBBonline – Little Black Book) Layla Revis, Sprout Social’s vice president of social, content and brand marketing, tells LBB why brands need customer service presence on social media to stay competitive in 2025 and the brands already succeeding in the space.

Customer Service 79

Customer Service Social Media B2C B2B 79

Kayako

FEBRUARY 28, 2018

In Kayako’s Advanced Guide to Customer Service Training they write “One-to-one training is vital for new employees. If you stop giving your employees opportunities for training and leveling up after their first three months, they will get bored. Have a training/education budget. Involve all of your team.

Training 213

Training Culture Customer Service Training Customers 213

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

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.

Customer Service Training 147

Customer Service Training Training Customer Service Sales 147

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 138

Customer Service Strategies Customer Service Training Customer Service Strategy 138

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 173

Airlines Customer Experience Survey Customer Service Training 173

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.

Customer Service 123

Customer Service Airlines Tips Customer Service Strategies 123

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 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 135

Airlines Comparison Advertising Customer Service Training 135

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.”

How To 149

How To Customer Service Training Leadership Customers 149

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 146

Loyalty Self Service Customer Service Training Tips 146

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.

Customer Service 156

Customer Service B2C B2B Customer Retention 156

Who's Your Gladys?

APRIL 22, 2015

Since Marilyn Suttle and I first started talking about writing a book about customer service, our focus has been compassion. Customer Service customer service mindset Compassion customer service training Dalai Lama' We believe that if compassion showed.

Customer Service Training 100

Customer Service Training Training Customer Service Connections 100

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