ShepHyken

MAY 1, 2019

Just opening the box of an Apple product is an incredible customer experience. This is one of America’s most iconic brands. First, they deliver amazing service. More than the typical friendly service that’s expected, they provide helpful service. That’s actually their brand promise: “The Helpful Hardware Place.”

Brands 123

Brands Customer Service Self Service Advertising 123

ShepHyken

FEBRUARY 14, 2022

Are You Asking the Right Customer Experience Questions? CMSWire) Today’s top companies rely heavily on human insight to guide their strategies and offerings. It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. by Janelle Estes.

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124

ShepHyken

MAY 24, 2021

There are many ways to let customers know you appreciate them, and this article covers most of them, along with some expert opinions from other successful business people. The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World by Kim Campbell. 5 Top Customer Strategies CEO Should Know by Duong Nguyen.

Customer Service 155

Customer Service Customer Retention Loyalty Retail 155

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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 124

Automotive Advertising Brands Customer Service Training 124

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. They must be properly trained.

Training 118

Training Customer Service Training Culture Brands 118

ShepHyken

JULY 14, 2021

If you dig a little deeper into the concept, it’s not so much about saying, “Yes” to every customer. And, that’s a pretty big difference, but not to the customer. Rather than always saying, “Yes,” the strategy can give you just as much impact if you never say “No.”. The key is in how you train people to not say, “No.”

How To 169

How To Hotels Hospitality Transportation 169

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. 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.

Company 73

Company Fashion Comparison Customer Service Training 73

ShepHyken

APRIL 26, 2021

My comment: One of the compelling propositions for our clients interested in our customer service training programs is that that customer service doesn’t cost. One of the main points is that customer service is becoming the face of a brand. Think about that! Thank you MattsenKumar!).

Customer Service 135

Customer Service Loyalty Programs Social Media Contact Center 135

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. What would it mean if 4 out of 5 customers generated negative word-of-mouth for your brand?

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

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 107

Culture Customer Service Poor Customer Service Leadership 107

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 151

Company Customer Service Training Online Experience Customer Service 151

ShepHyken

DECEMBER 17, 2023

It includes strategies, tactics, research findings, and more that back up the importance of having a powerful customer-centric strategy. Also included are short summaries of the customer-centricity strategies from five of the most recognizable brands on the planet. and amazing customer service.

Customer Service 60

Customer Service Customer Centricity Loyalty Programs Culture 60

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 157

Industry Hospitality Leadership Customer Service Training 157

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 120

Policies Customer Focused Customer Service Training Software 120

Blake Morgan

JANUARY 20, 2022

He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric. Adrian Swinscoe . Annette Franz .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

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 123

Chief Customer Officer Effort Score Policies Customer Service Training 123

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 80

Customer Service Customer Retention Tips Brands 80

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 137

Self Service Customer Experience Customer Service B2C 137

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 131

Customer Service Training Customers Customer Service Customer Experience 131

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 67

Customer Service Loyalty Programs Hotels Loyalty 67

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 103

Loyalty Customers Customer Service Training Connections 103

ShepHyken

AUGUST 17, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience Emerges As A Critical Strategy For Small And Medium Sized Businesses by Maria Morais. A winning combination that gets your customers to want to come back. A short read, but a good one!How

Customer Service 92

Customer Service Retail Competitive Advantage Loyalty 92

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 166

Hospitality Customer Experience Hotels Feedback 166

ShepHyken

APRIL 14, 2021

Any type of company counts small, big, recognizable brands, and more. Put this six-step process into action, along with other ideas, strategies, and tactics from the book. This is exactly what it takes to get your customers to say, I’ll Be Back ! Step Four: Move beyond your industry. Step Five: Borrow from the best.

How To 144

How To Customer Service Training Leadership Meeting 144

ShepHyken

NOVEMBER 8, 2021

(destinationCRM) In a provocative Harvard Business Review article, researchers from the Corporate Executive Board (CEB) argued in 2010 that companies should Stop Trying to Delight Your Customers, because “wowing” customers was a losing strategy. 4 Customer Experience Strategies Inspired By Vincent Van Gogh by Chip Bell.

Customer Service 91

Customer Service Retail Interaction Hospitality 91

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

JULY 26, 2021

(Business 2 Community) While it’s far better to add a thank you page than to simply create a confirmation message, most thank you pages are not optimized as they should be, making for missed opportunities to build your brand. Nice customer service, but don’t miss the opportunity to turn that thank you into the next opportunity.

Customer Service 104

Customer Service Contact Center Customer Retention Poor Customer Service 104

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 173

Airlines Customer Experience Survey Customer Service Training 173

ShepHyken

AUGUST 2, 2021

Customer Experience Strategies to Annoy or Delight Your Customers by Phil Britt. CMSWire) Let’s be frank: no company goes out of its way to produce miserable customer experiences. Any strategy a company takes is one it believes will improve customer experience (CX). And yet, they happen.

Customer Service 93

Customer Service Hospitality Ecommerce Tips 93

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 91

Customer Service Social Media Tips Multi-Channel 91

ShepHyken

JULY 12, 2021

3 Projects to Help You Deliver Good Customer Service Daily (+ Resources) by Laura Krajewski. Sharpen) Microsoft says 90% of Americans use good customer service as a factor when deciding whether to do business with a company. Why would customers stay loyal to brands that are slow or can’t offer help?

Customer Service 127

Customer Service Self Service Retail Entertainment 127

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 70

Competitive Advantage Customer Focused Customer Service Training Meeting 70

ShepHyken

OCTOBER 26, 2020

The Future Of Business Is Customer-centric: 3 Pillars To Create A Customer-centric Strategy by Ilenia Vidi. Ceoworld Magazine) To become truly customer-centric companies should make these 3 pillars the key drivers to creating their customer-focused strategy. It’s like a three-legged stool.

Customer Service 89

Customer Service Contact Center Customer Centricity B2B 89

ShepHyken

JUNE 21, 2021

Do your rewards hit the “must-have” mark that turns casual customers into brand fans? CIO Insight) What is one way that brands can be more human in the age of artificial intelligence (AI)? The author takes traditional customer service ideas and flips them to be employee service ideas.

Rewards Programs 80

Rewards Programs Customer Service Loyalty Programs Loyalty 80

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 67

Customer Experience Customer Service Training Customer Retention Loyalty 67

ShepHyken

AUGUST 29, 2022

I read numerous articles on the topic, so I decided to make customer loyalty the theme. So, our first article includes a list of ideas to get your customers to come back again and again. 11 Brands Winning With Memorable in-store Experiences by Bobby Marmahat. So, how do you get customers to come back?

Customer Service 65

Customer Service Customer Retention Loyalty Advertising 65