Vonage

NOVEMBER 10, 2016

Our customers notice our efforts, too. And, the benefits are apparent – we have been awarded customer service training and speaking contracts based on our fast responses to customers’ requests. Voice of the customer: What is a feedback loop and how can it help your brand?

Customer Confidence 274

Customer Confidence Customer Service Contact Center Banking 274

CSM Magazine

MAY 14, 2024

Customer service often becomes the battleground where loyalty is won, and brands are differentiated. The saying “the customer is always right” has evolved into recognizing customer service as a crucial aspect of every business.

Customer Service Training 52

Customer Service Training Training Customer Service Customer Service Representative 52

ShepHyken

JULY 14, 2021

I went back to the same store, only to be disappointed that the brand discontinued that model. In my book, Amaze Every Customer Every Time , I write about the concept, “ One to say YES and two to say NO.” Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

How To 171

How To Hotels Hospitality Transportation 171

Experience Investigators by 360Connext

JANUARY 28, 2020

What would it cost to lose 10% of your customers? What would it mean if 4 out of 5 customers generated negative word-of-mouth for your brand? That’s the cost of not considering customer experience in a full and integrated way with the strategy of your organization. Look for ways to connect those dots first.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

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. Follow on Twitter: @Hyken.

Customer Service 158

Customer Service Customer Retention Loyalty Retail 158

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 139

Customer Service Loyalty Programs Social Media Contact Center 139

ShepHyken

MARCH 10, 2021

To make it part of the culture, and to be contagious, it must be introduced during the hiring process, heavily trained in the onboarding of new employees, and consistently communicated and reinforced on a regular basis for sustainability. Think of some of the great recognizable brands and how they make you feel.

Culture 157

Culture Hotels Customer Service Training Training 157

CloudCherry

AUGUST 27, 2019

And, when asked about an experience with a brand that completely blew him away? Jeff Toister helps customer service teams unlock their hidden potential. He is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. Who doesn’t love that?

Handbook 170

Handbook Customer Centricity Culture Customer Service Training 170

ShepHyken

MAY 10, 2021

Customers are enjoying self-service options, so give them what they want. 15 Unique Ideas For Inspiring Brand Loyalty In 2021 by Expert Panel. Forbes) In this article, 15 members of the Forbes Agency Council share unique ideas for connecting with customers in a way that builds genuine trust and, in turn, brand loyalty in 2021.

Customer Service 158

Customer Service Net Promoter Score Self Service Knowledge Base 158

ShepHyken

FEBRUARY 14, 2022

It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. One of the most important parts of this process is making sure that you’re asking customers the right questions. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick.

Customer Service 125

Customer Service Customer Service Training Policies Loyalty 125

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 160

Industry Hospitality Leadership Customer Service Training 160

Comm100

APRIL 2, 2024

Here are 6 essential steps to improve CSAT and provide your customers with a superior experience. Enhance customer service training – Empathy Training: Incorporating empathy training for your customer service team is vital to increasing CSAT.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264

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 125

Automotive Advertising Brands Customer Service Training 125

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. Last week’s content was meant to get you thinking. Now, I want you to take action on the content.

Advertising 155

Advertising Customer Service Training Interaction Customer Experience 155

Steve DiGioia

OCTOBER 15, 2018

We must all be Service Ambassadors. But too many companies think only a specific department is the “service department” and that’s where they focus their customer service training dollars. New hires are trained, coached, and instructed on the nuances of the business.

Company 126

Company Customer Service Training Training Course 126

ShepHyken

APRIL 9, 2024

So many companies and brands are trying to win customers over by delivering a better service experience. In my recent customer service and CX research (sponsored by RingCentral ), I included a question that would give us an updated number for this concept. And the reason is that they are just satisfied.

Customer Service Training 145

Customer Service Training Customers Customer Service Study 145

ShepHyken

DECEMBER 16, 2020

In my customer service speeches, I’ll sometimes ask the audience to share who their favorite and easiest companies are to do business with. The typical answers are Amazon, Zappos, Walmart and other recognizable brands. The point is that we can learn from all types of companies, not just the iconic brands.

Company 155

Company Customer Service Customer Service Training Customers 155

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

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 168

Hospitality Customer Experience Hotels Feedback 168

ShepHyken

SEPTEMBER 10, 2024

Some employees are on the front line, delivering a level of service we want our customers to experience. Other employees work behind the scenes, supporting someone on the front line or the process that the customer experiences. Either way, they all must embody your company’s brand promise, vision, and values.

Employee Experience 144

Employee Experience Customer Service Training Culture Consulting 144

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 155

Company Customer Service Training Online Experience Customer Service 155

ShepHyken

OCTOBER 17, 2018

The reason I bring this up is that I was reading an article about the top global brands. Interbrand just released their Interbrand Best Global Brands list, and it won’t surprise you to find out which companies are at the top of the list. Think about how big these brands are and how they have woven their way into our culture.

How To 121

How To Social Media Customer Care Brands 121

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 119

Training Customer Service Training Culture Brands 119

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Create business cases and situations.

Strategy 344

Strategy Customer Experience How To Customer Journeys 344

ShepHyken

MAY 5, 2021

Way back in the 1980s, the Technical Assistance Research Program, also known as TARP, found that it takes six good customer service experiences to make up for one bad one. If something great happens, the customer appreciates the company. Consider that number. If something bad happens, it becomes “judgment day” for that company.

Customer Service Training 158

Customer Service Training Customer Service Customer Experience Customer Expectations 158

ShepHyken

MAY 6, 2020

However, in the past few years, the customer has become smarter about what a great service experience looks and feels like. They know what great service is because their favorite brands and companies teach them. It could be a big, recognizable brand they shop with or an industry vendor they buy from in their business.

Customer Experience 131

Customer Experience Customer Expectations Customer Service Training Leadership 131

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.

Customer Service 155

Customer Service B2C B2B Customer Retention 155

ShepHyken

OCTOBER 25, 2021

What is Brand Loyalty and How Can You Build It? Pam Hughes) Everybody has brands they are loyal to. You might even feel connected to a brand you haven’t purchased from but are still interested in. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 149

Customer Service Loyalty Programs Chatbots Loyalty 149

Comm100

MAY 10, 2018

Complaints can also help companies identify any outdated or erroneous information that is being made available to customers. By examining customer complaints, businesses can improve customer service training. Recommended for you: [eBook] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Customers 229

Customers eBook Policies Customer Service Training 229

Vonage

MARCH 6, 2017

Sometimes that doubles as a brand promise. Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com’s tagline is Powered by Service. Three words that exhibit a commitment to the customer.

Customer Service 149

Customer Service Hotels Customer Service Training Customers 149

ShepHyken

DECEMBER 26, 2023

Get customers to feel connected to you because they know you care. Or when a company or brand delivers a great experience, but then the next time, it’s just okay. Consistency creates confidence, and confidence can lead to customer loyalty. Connect with Shep on LinkedIn.

Customer Service 161

Customer Service Tips Guidelines Policies 161

ShepHyken

SEPTEMBER 1, 2021

So, the next time your customer seems a bit more demanding than you think is normal, recognize that there is a new standard being set by one of the most iconic brands in the history of business. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

B2B 147

B2B Comparison Healthcare Customer Service Training 147

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 135

Customer Service Training Customers Customer Service Customer Experience 135

ShepHyken

FEBRUARY 13, 2024

While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example. Both brands offer the same functionality – a room with a bed, TV, bathroom, etc. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Experience 143

Customer Experience Transportation Hotels Airlines 143

ShepHyken

AUGUST 23, 2021

A great product delivered with a great customer experience that is also easy is a winning combination. The New Era of Loyalty: Why Brands Should Embrace Loyalty Schemes by Stoyan Petrov. How To Conduct the Best Customer Service Training (+ Top Training Programs) by Alejandra Zilak. There are plenty of ideas.

Customer Service 19

Customer Service Customer Service Training Loyalty Programs Loyalty 19

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 140

Self Service Customer Experience Customer Service B2C 140

Comm100

NOVEMBER 3, 2017

In a formal program, there are often several levels of certification depending on the employees’ role in the organization and how deeply they’re likely to engage in social media on behalf of the company or brand. The Basics of Social Media Training. Digital Marketing- The Formula for Branding and Sales Growth from Udemy.

Social Media 145

Social Media Course Training Marketing 145