ShepHyken

OCTOBER 19, 2022

There are many definitions of the term brand. One of my favorites is this: A brand is a promised delivered. . Consider Ace Hardware, whose brand promise is The Helpful Hardware Place. Based on all their awards and the comments from happy customers posted on social channels, they deliver. . Are they helpful?

Automotive 127

Automotive Advertising Brands Customer Service Training 127

ShepHyken

AUGUST 16, 2021

As a result, prized customers feel lost or ignored when they most need help using a product or measuring success. My Comment: Scaling customer service or CX is about using technology to create a better experience. 4 Ways to Build a Stronger Brand-Consumer Relationship Using Social Media by Jonathan Riff.

Customer Service 99

Customer Service Social Media Tips Multi-Channel 99

ShepHyken

OCTOBER 26, 2022

Some may call that employee a brand ambassador or advocate for the company, but I have a new title for that individual: CEO of the Moment. . They can deliver on your brand promise – or not. Anyone who, at any time, is interacting with a customer is confirming or eroding your brand promise. You get the idea. .

Training 122

Training Customer Service Training Culture Brands 122

ShepHyken

NOVEMBER 15, 2021

My Comment: I love great examples of customer service, and this is exactly that. Lego is an internationally recognized brand – and a fun brand. Take a quick read and learn how they handle their customer service issues. It’s a great lesson from an iconic brand. You’ll love the four words.

Customer Service 78

Customer Service Metrics Social Media Retail 78

ShepHyken

SEPTEMBER 14, 2022

However, customer service trends seem to be heading in the wrong direction. Even several years before the pandemic began, The American Customer Satisfaction Index found the overall ratings slipping, even with brands most recognized for high levels of customer service. . A bad culture is the problem.

Culture 113

Culture Customer Service Poor Customer Service Leadership 113

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. million customers.

Customer Service 162

Customer Service Airlines Tips Customer Service Strategies 162

ShepHyken

JUNE 6, 2022

Why Chick-fil-a Is One of the Most Loved Brands by John Dijulius. The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience. 15 Foolproof Strategies For Encouraging Repeat Purchases by Forbes Business Council.

Customer Service 71

Customer Service Loyalty Programs Hotels Loyalty 71

ShepHyken

AUGUST 19, 2019

(G2 Crowd) Providing great customer service is not a choice or luxury; it’s a standard your customers expect. Well, here are nine “how to not’s” to consider in your customer service strategy. If live chat and chatbots are part of your customer service strategy, read this article.

Customer Service 123

Customer Service Leadership Ecommerce Culture 123

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. Four Brands Getting Customer Experience Right by Ryan Hollenbeck.

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

ShepHyken

SEPTEMBER 29, 2021

Other brands have gone down this path. Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. The Ritz-Carlton has a team of trainers that companies hire to learn the secrets of creating world-class hospitality and service. And they did.

Industry 162

Industry Hospitality Leadership Customer Service Training 162

ShepHyken

JANUARY 4, 2023

Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Certain B2C rockstar brands are teaching our customers what good service is like, and they now have higher expectations.   . That’s almost half of your customers, and that number will grow.

Self Service 144

Self Service Customer Experience Customer Service B2C 144

ShepHyken

JANUARY 11, 2021

Annet Franz and Bruce Temkin, two of the leading experts in CX and measuring the success of the customer’s journey, weigh in with their opinions and ideas on this interesting and valuable metric. How to Foster Customer Loyalty in a Digital Age by Bryan Osorio. 6 Words for Customer Experience Leaders to Keep in Mind by Alan J.

Social Media 101

Social Media Customer Service Guidelines Loyalty 101

ShepHyken

NOVEMBER 30, 2022

The dance is the metaphor for your business, and what got them to the dance is why customers keep doing business with you.? . The point of this is to think about changes you make that aren’t customer-focused. Any change, even if you think the customer will like it, could be opposed and cause friction.

Policies 122

Policies Customer Focused Customer Service Training Software 122

ShepHyken

FEBRUARY 14, 2023

I found the answers insightful: 37% want to be like the Ritz-Carlton 25% want to be like Ace Hardware 22% want to be like Amazon 16% want to be like Uber Regardless of the survey results, I’d love to take a piece of each of these brands and roll it into what we do – especially if we’re not already doing it.

Company 158

Company Customer Service Training Online Experience Customer Service 158

ShepHyken

SEPTEMBER 28, 2020

Three main areas that include investing and/or using the right technology, having competent people, and building out the customer-focused culture. Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi. My Comment: This article includes four strategies to improve customer service.

Customer Service 81

Customer Service Culture Poor Customer Service Contact Center 81

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? This is opinion.) Do your customers trust you? If you think your customers trust you, that’s a 100% score.

Chief Customer Officer 127

Chief Customer Officer Effort Score Policies Customer Service Training 127

ShepHyken

MARCH 14, 2023

It’s enough to get them to come back until they find another brand or organization that satisfies them just a bit more. A loyal customer not only comes back but also spends more than a typical customer and evangelizes your brand by sharing word-of-mouth referrals. Maybe it’s the way the customer is treated.

Loyalty 108

Loyalty Customers Customer Service Training Connections 108

ShepHyken

AUGUST 24, 2022

Think of the brands or companies you enjoy doing business with the most. They have great customer service. . They provide a great overall customer experience. . They fuel the customer’s experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service Training 139

Customer Service Training Customers Customer Service Customer Experience 139

ShepHyken

FEBRUARY 19, 2023

The gold in the article is his simple three-step approach to building a customer-focused culture. The Six Degrees of Customer Experience by Computerworld (Computerworld) How do you create an outstanding customer experience? It’s no easy task, as customers’ wants and needs move quickly.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

NOVEMBER 9, 2022

Whenever there is a chance to learn from an iconic brand like Amazon, I jump at the chance. Founder, Jeff Bezos, was an early adopter of a relentless focus on the customer experience.? . Did Bezos really believe that Amazon should be so good they didn’t need a customer service department? Follow on Twitter: @Hyken.

Competitive Advantage 75

Competitive Advantage Customer Focused Customer Service Training Meeting 75

ShepHyken

JULY 6, 2022

Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back. Very few companies can get to Trademark levels of service. It has created a service experience that is praised and studied by many other companies and brands.

Company 78

Company Fashion Comparison Customer Service Training 78

ShepHyken

JULY 22, 2019

(Acquire) If you really want to get ahead in the game, nail down a great customer service strategy. 14 ways to deliver a great customer experience – and more. 5 Tips For Turning Customers Into Brand Storytellers by Esther Choy. These are trends that are taking us into the future of customer experience.

Social Media 121

Social Media Customer Service Trends Tips 121

ShepHyken

FEBRUARY 21, 2023

Our customer experience research found that 83% of people trust a company or brand more if it delivers good customer service. The benefit of building trust is potential customer loyalty. Your happy customers become the best members of your marketing department. Follow on Twitter: @Hyken

Customer Experience 71

Customer Experience Customer Service Training Customer Retention Loyalty 71

ShepHyken

MAY 17, 2021

How to Nurture Your Online Customers And Turn Them Into ‘Brand Evangelists” by Peggy de Lange. (B&T) B&T) Building a connection with existing customers is just as integral to any marketing strategy as winning new ones, but how do we turn customers into spokespeople for our brands?

Customer Service 88

Customer Service Customer Retention Tips Brands 88

Thematic

JUNE 17, 2024

AI-powered VoC analysis can help businesses identify areas where customers are yearning for more human interaction, allowing them to strategically allocate resources and prioritize personalized support. 52% of consumers expect brands to respond to their inquiries within an hour. Book free guided trial of Thematic 5.

Customer Experience 62

Customer Experience Analysis Policies Retail 62

ShepHyken

NOVEMBER 3, 2021

I would love to get some service-related feedback. My hotels have struggled this year with our service scores. In years past both of my locations were consistently in the top 30% of brands. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Hospitality 169

Hospitality Customer Experience Hotels Feedback 169

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. . Knowing your customers better than your competition knows them may be the differentiator that earns you their business. . You just have to understand the data. Consider this: .

Airlines 174

Airlines Customer Experience Survey Customer Service Training 174

ShepHyken

APRIL 27, 2020

” 15 Customer Service Strategies To Help You Deliver A 5-Star Experience by Forbes Coaches Council. Forbes) If your company is struggling, transforming your customer support into a 5-star experience can inject new life into your business. My Comment: Creating a good customer experience is more than a strategy.

Customer Service 90

Customer Service Government Hospitality Trends 90

ShepHyken

APRIL 20, 2022

His positive attitude and energy, along with his perfect thing to say , turned me from an upset customer into one who wanted to love his brand. . It’s the line that will turn your angry customers into loyal customers who say, “I’ll be back!” . Regardless of my frustration, I realized he was there to help me.

How To 134

How To Customer Service Training Customers Customer Service 134

ShepHyken

APRIL 1, 2019

My friend, colleague and brilliant businessman, Vala Afshar, shares his insights on one of the most important trends in customer service. A Complete Guide to Social Media Customer Service by Anna Bredava. My Comment: The title of this article is “A Complete Guide to Social Media Customer Service.”

Customer Service 104

Customer Service Social Media Chatbots Trends 104

ShepHyken

JANUARY 26, 2022

Because many times I leave my name and phone number in the comment section for the company or brand to call me. You must let your customers know you are listening to them! . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Why do I believe that?

Survey 127

Survey Rewards Programs Airlines Hotels 127

ShepHyken

MAY 23, 2022

The author, who happens to be one of the leading experts in the customer service/experience space, uses the different positions and roles in a professional sports organization (including the manager, coaches, doctor, and more) as a metaphor for what it takes to assemble a customer-focused team.

Customer Service 66

Customer Service Sports Tips Customer Service Training 66

ShepHyken

MARCH 16, 2022

What if almost all your customers, as in almost nine out of 10 of them, were to leave after experiencing bad customer service? That’s exactly what we found in our latest customer service research , that 86% of customers are willing to switch brands or companies because of a bad customer service experience. .

Customer Service 123

Customer Service Customer Service Training Customers Customer Experience 123

ProProfs Chat

MAY 13, 2020

Contemporary consumers expect brands to remember who they are, whether they are buying from you for the second or the hundredth time. The Importance of Offering Customer Service With a ‘Personal Touch’. Companies with best customer service often mention how customers are willing to spend more for the right experience. .

Software 111

Software Self Service Customer Service How To 111

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. Just as significant, 96% of customers say customer service is important in their choice of loyalty to a brand.

Customer Service 69

Customer Service Self Service Banking Culture 69

ProProfs Chat

MAY 13, 2020

Contemporary consumers expect brands to remember who they are, whether they are buying from you for the second or the hundredth time. The Importance of Offering Customer Service With a ‘Personal Touch’. Companies with best customer service often mention how customers are willing to spend more for the right experience. .

Software 98

Software Self Service Customer Service How To 98

ShepHyken

MARCH 21, 2023

In a recent interview with Katie Mares, author of CustomHer Experience: The Importance of Tailoring Your Brand Experience to the Female Customer , we talked about creating a five-star experience. 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