ShepHyken

FEBRUARY 6, 2024

It’s time to come back to a very important topic in customer service and customer experience. The topic is communication and transparency. I call this Rip the Band-Aid Off Communication. Let’s break this down: Swift Communication: When you must share bad news, communicate it quickly.

Communication 96

Communication Airlines Customer Service Training Leadership 96

Integrity Solutions

FEBRUARY 12, 2021

Most companies like to say they provide great customer service and deliver it with integrity, but what does that really mean? Have you created a customer service strategy that defines those expectations? . You may think these sound like common-sense fundamentals of customer communication.

Customer Service Strategies 75

Customer Service Strategies Strategy Customer Service Company 75

ShepHyken

MARCH 11, 2025

What may have started as an engraved complaint on a stone tablet eventually turned into handwritten letters, then phone calls, emails, chat, and more modern-day ways of communicating. AI has become the topic of the day, and the strides made in automation and self-service have come a long way. Connect with Shep on LinkedIn.

Customer Service 85

Customer Service Self Service Chatbots Customer Service Training 85

ShepHyken

MARCH 24, 2025

Heres How by Rhys Fisher (CX Today) The autonomous capabilities of agentic AI are tailor-made for an industry that has been trying to embrace more cost-effective, efficient, and human-like artificial methods to communicate with customers for decades. Connect with Shep on LinkedIn.

Customer Service 73

Customer Service Healthcare Loyalty Video 73

ShepHyken

OCTOBER 22, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 87

Customer Service Customer Service Training Customers Loyalty 87

ShepHyken

JANUARY 7, 2025

Here is the best from 2024: Rip the Band-Aid Off Communication : Communication is a cornerstone of the customer experience. Customer Service Week 2024 : This special week is celebrated the first full week of October. Some people have told me they love the cartoons and dont read the articles.

Retail 79

Retail Video Customer Confidence Culture 79

ShepHyken

JANUARY 5, 2022

What I share with you today is a great example of personalized and proactive communication. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers. Several lessons from this letter: This is proactive communication at its best.

Customer Experience 174

Customer Experience How To Touchpoint Communication 174

Bill Quiseng

DECEMBER 13, 2021

What Are Some Customer Service Strategies I Can Implement Today? Not sure where to start to improve your customer service quality? Try some of these strategies below to guide your business. If you’re ready to rebuild your customer service strategy for the better, start with writing a mission statement.

Customer Retention 172

Customer Retention Customer Service B2C Customer Service Strategies 172

ShepHyken

OCTOBER 20, 2021

We used to write letters that we addressed, stamped, and mailed, and while we still do, emails have taken over as the main method for most “written” communication. . And for some, texting has taken over as the main form of communication, including the phone. . Old school” ideas may have more relevance than you think. .

Fashion 158

Fashion Customer Service Training Technology Communication 158

CSM Magazine

DECEMBER 2, 2024

Superior customer service can impact a healthcare organization’s reputation, patient retention, and ultimately, the overall experience for both patients and their families. Additionally, leveraging technology can vastly improve the customer service experience in healthcare settings.

Healthcare 52

Healthcare Customer Service Strategy How To 52

ShepHyken

NOVEMBER 25, 2020

Excellent Training: As good as the people are, without the right training, they are not able to fulfill their potential role in providing amazing customer service. Good Communication: I’ve always said that communication is the cornerstone of creating a Moment of Magic® (a positive customer experience).

Customer Service 150

Customer Service Leadership Training Customer Service Training 150

ShepHyken

MARCH 12, 2024

What are the adjectives that customers use to describe you? Communicate Your Company’s Personality: Once you know it, don’t keep it a secret. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Advertising 156

Advertising Customer Service Training Interaction Customer Experience 156

ShepHyken

DECEMBER 26, 2023

Today’s customers will reach out to you in the most convenient way. Regardless of the channel, you need to be there and meet their communication expectations. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Today, they may call you.

Customer Service 162

Customer Service Tips Guidelines Policies 162

Comm100

OCTOBER 8, 2016

Using good Relationship Marketing strategies will also help solidify their trust in you as an industry leader. Use the following Relationship Marketing strategies to bring your customers one step closer to the lifelong loyalty you’re seeking. You can offer customers in your loyalty program: Alternative payment options.

Customer Retention 154

Customer Retention Loyalty Strategy Loyalty Programs 154

ShepHyken

OCTOBER 13, 2021

In this article, we can say that three secrets to creating and sustaining customer loyalty are communication, communication, communication. The way you communicate, what you communicate, and how often you communicate can create the experience that gives a customer the confidence to continue doing business with you. .

Loyalty 109

Loyalty Social Media Tips Communication 109

ShepHyken

JANUARY 31, 2023

Looking back, I did what most good people – or companies – would do for their customers. I was proactive with my communication. That’s what gets customers to say, “I’ll be back!” Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. And I met deadlines.

Customer Service 145

Customer Service Customer Experience Hotels Customer Service Training 145

ShepHyken

JUNE 26, 2019

But there’s one mode of communication and customer support that hasn’t been talked about much. My prediction is that it will not only become popular, but a recognized standard that customers will come to expect. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Relationship Management 134

Customer Relationship Management Customers Customer Service Training CRM 134

ShepHyken

AUGUST 16, 2021

How to Scale Customer Success Without Losing the Human Touch by Tyler Holmes. Built In Austin) Companies that scale too quickly are prone to losing one-to-one customer communication. As a result, prized customers feel lost or ignored when they most need help using a product or measuring success.

Customer Service 96

Customer Service Social Media Tips Multi-Channel 96

ShepHyken

DECEMBER 28, 2022

It shows you respect and appreciate your customers. . If you know there’s a problem, let the customer know before they call you. Any form of proactive communication is always appreciated. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Be proactive.

Fashion 135

Fashion Guidelines Policies Customer Service Training 135

ShepHyken

JULY 4, 2023

So, imagine the customer service agent or salesperson using AI to help them solve problems and get the best answers for their customers. They communicate the information in a way their customers understand and can relate to. They can even make suggestions outside of the original intent of the customer’s call.

Conference 132

Conference Customer Service Training Customer Service Study 132

ShepHyken

SEPTEMBER 29, 2022

We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. Communication is one reason that their vision is coming to life. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service Training 129

Customer Service Training Video Training Customer Experience 129

ShepHyken

NOVEMBER 2, 2022

If every time you contact the customer, be it in person, over the phone, by email, texting, or any other form of communication, and all you do is sell, sell, sell, the customer will tune you out. If you are showing interest in customers outside of their wallets, you’re nurturing relationships. Follow on Twitter: @Hyken.

Customer Service Training 132

Customer Service Training Customer Retention Customers Sales 132

ShepHyken

JULY 11, 2023

So how do you communicate something like this, that’s “out of your control?” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. She obviously has become annoyed by hearing the same complaint again and again, and somehow lost empathy or sympathy for her guests.

Hotels 118

Hotels Customer Service Training Course Communication 118

ShepHyken

JUNE 29, 2022

Define your version of what would make you a great doctor , communicate it to your people, train them to deliver on it, and watch your customers’ reactions. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. They will reward you by saying, “I’ll be back!” .

Customer Service Training 132

Customer Service Training Retail Training Examples 132

ShepHyken

JANUARY 26, 2022

You must analyze it, use it, make changes with it, and once you have done that, you should communicate with your customers that because of them, change is happening. You must let your customers know you are listening to them! .

Survey 125

Survey Rewards Programs Airlines Hotels 125

ShepHyken

JANUARY 11, 2023

Mitel provides a sophisticated, custom communications network that helps businesses connect, collaborate and take care of customers. The big takeaway is that the employee experience is a big contributor to the customer experience. Do we invest in technology and processes that make it easy for employees? .

Employee Experience 132

Employee Experience Customer Experience Self Service Call Center Experience 132

ShepHyken

OCTOBER 17, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service Training 148

Customer Service Training Customer Service Interaction Customer relationships 148

ShepHyken

JUNE 28, 2021

And, while you are there, be sure to click on the link that takes you to the article he shared last month, which is a list of the five things you should never say to a customer. Communicating CX: 12 Tips for Talking About Customer Experience by Jeannie Walters, CCXP. Here you will find more experts to learn from.

Customer Service 148

Customer Service Government Customer Service Training Customers 148

ShepHyken

MAY 18, 2022

Sometimes a customer asks a question, and then either doesn’t understand or like the answer. And sometimes, it’s more than just a misunderstanding or a breakdown in communication. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken .

Customer Service Training 121

Customer Service Training Training Customer Service Communication 121

Comm100

NOVEMBER 3, 2017

Someone who is going to work with social media customer service is going to need different training than legal, legal is going to need different training than corporate, etc. Recommended for you : You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why. Service First.

Social Media 145

Social Media Course Training Marketing 145

ShepHyken

NOVEMBER 28, 2023

For example, we might use company jargon and acronyms that others outside of the company or industry might not understand. In the customer experience world, one of the most challenging Moments of Misery™ to overcome is communication breakdown. Don’t assume you’re on an equal footing. Connect with Shep on LinkedIn.

Advertising 92

Advertising Customer Service Training Software Training 92

ShepHyken

JULY 25, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service Training 23

Customer Service Training Training Customer Service Software 23

ShepHyken

MAY 15, 2019

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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 119

Customer Service Training Customer Service Training Customer Focused 119

ShepHyken

JANUARY 12, 2022

This was about different ways customers could communicate with you. The problem is that while multi-channel gives you options to choose your favorite method of communication if you switch from one channel to the next, you typically have to start the conversation over. . First, let’s talk about the basic definition.

Omni-Channel 85

Omni-Channel Multi-Channel Video Social Media 85

ShepHyken

DECEMBER 19, 2023

Rather than Cindy calling the company, she simply had to enter her phone number into the chat, and within seconds, the phone rang, and she was talking to the customer support agent. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Omni-Channel 92

Omni-Channel Customer Centricity Company Self Service 92

Stella Connect

NOVEMBER 29, 2021

What matters the most when contacting customer service? #1: 2: Agent knowledge about products and services. #3: 4: Personalized communication and resolution. #5: 5: Agent tone and communication style. 3: Collecting Real-Time Customer Feedback. Optimizing customer service training programs and performance.

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

ShepHyken

MARCH 18, 2019

CX in 2019: Top Customer Experience Trends to Keep on Your Radar by Gavin James. Beyond The Arc) Based on our years helping companies with customer experience strategy and communications, the Beyond the Arc team shared insights on some top trends to keep on your radar this year. Follow on Twitter: @Hyken.

Net Promoter Score 90

Net Promoter Score Customer Service Omni-Channel Customer Centricity 90