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The post A Customer Loyalty Exercise – An Excerpt from Our NEW CustomerServiceBook Taming Gladys! They get to collaborate and practice new ways of approaching tough situations and share what they do that works. appeared first on Who's Your Gladys?
Whether it’s a great book, an enlightening movie or a blog post with a fresh perspective you’d never considered, those moments are at the core of all great learning experiences. As a manager or trainer of a customerservice team, you’ll know that excellent customerservice teams aren’t born that way. Download Now.
Afterwards, ask your judges to discuss how the customerservice agent handled each step, and to come up with their own diagnosis. This activity is adapted from The Big Book of Team Building Games. CustomerService Means…. This activity is adapted from The Big Book of CustomerServiceTraining Games.
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 customerservicetraining program which helps clients develop a customerservice culture and loyalty mindset.
In other words, you can’t – and shouldn’t – judge a book by its cover. Don’t make the mistake of judging a book by its cover. Shep Hyken is a customerservice expert, keynote speaker and New York Times bestselling business author. The post Big Mistake… Don’t Judge a Book Buy Its Cover appeared first on Shep Hyken.
How do you say Yes to every customer request ? Is this customerservice 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 ?
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.
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?
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!
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.
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 customerservicebook.
Ron Kaufman is the world’s leading educator and motivator for upgrading customerservice and uplifting service culture. Your Service” books and founder of UP! Your Service. To enjoy more customerservicetraining and service culture articles, visit UpYourService.com.
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.
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 customerservice expert, keynote speaker, and New York Times, bestselling business author. What if they looked beyond the competition? Follow on Twitter: @Hyken.
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 customerservicetraining programs.
Ron Kaufman is the world’s leading educator and motivator for upgrading customerservice and uplifting service culture. Your Service” books and founder of UP! Your Service. To enjoy more customerservicetraining and service culture articles, visit UpYourService.com.
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.
Ron Kaufman is the world’s leading educator and motivator for upgrading customerservice and uplifting service culture. Your Service” books and founder of UP! Your Service. To enjoy more customerservicetraining and service culture articles, visit UpYourService.com.
Ron Kaufman is the world’s leading educator and motivator for upgrading customerservice and uplifting service culture. Your Service” books and founder of UP! Your Service. To enjoy more customerservicetraining and service culture articles, visit UpYourService.com.
This experience reminded me of a chapter from my book, Be Amazing or Go Home. Shep Hyken is a customerservice/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.
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 customerservicetraining program which helps clients develop a customerservice culture and loyalty mindset.
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.
In Kayako’s Advanced Guide to CustomerServiceTraining 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.
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 customerservice keynote speech I’ve ever delivered. Shep Hyken is a customerservice expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken.
He recently released a book that included many of his quotable words of wisdom. Shep Hyken is a customerservice expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customerservicetraining programs, go to www.thecustomerfocus.com.
I’m in the process of writing a new book. That’s a great customerservice 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.
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. .
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?
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 customerservicebook and share it in a unique way. My Comment: One of my colleagues in the customer experience space is Dan Gingiss.
More than 10,000,000 of his books have been purchased around the world. He is also a master of using excellent customerservice 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 customerservice skills.
Then I read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customerservice 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?
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.”
(Note that although these tips were written with customerservice agents in mind, you can tweak them to bring Halloween fun to any department or office! Free Download] 50 CustomerServiceTraining Activities for Live Chat and Telephone Teams. Alternately, you can print out coloring pages online.
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.
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.
(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.
Since Marilyn Suttle and I first started talking about writing a book about customerservice, our focus has been compassion. CustomerServicecustomerservice mindset Compassion customerservicetraining Dalai Lama' We believe that if compassion showed.
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.
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 customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author.
Whenever I call Federal Express to arrange an outgoing shipment of Ron Kaufman books, tapes, videos and learning resources, FedEx already knows my name, address and account number … even before I tell them who is calling. FedEx has linked “inbound caller identification” to their customer database to improve customer experience.
Be Easy to Do Business With: In my customerservice 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!”
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.
Here is an idea that just about any organization can do – write a book. But, not just any book. A customerservicebook, written by your employees, featuring great customerservice experiences, for both internal customers and external customers. They do a new book every year.
How Small Things Can Impact CustomerService in a Big Way. They discuss her recent book, The 10 ¢ Decision: How Small Change Pays Off Big , which focuses on small, simple things leaders and team members can do to enact big, positive changes in their customerservice. Small Change, Big Payoff with Laurie Guest.
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