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 cost to lose 10% of your customers? Look for ways to connect those dots first.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

NOVEMBER 18, 2024

‘Good Experience Builds Loyalty’: Chewy’s CEO on Meeting Customer Demand by Robert Safian (Fast Company) As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection. Connect with Shep on LinkedIn.

Customer Service 71

Customer Service Loyalty Customer Satisfaction Customer Service Training 71

ShepHyken

AUGUST 11, 2021

There are a number of reasons customers might come back. Ideally, it’s related to an emotional connection that causes them to want to come back to you and not the competition. These are reasons that customers could be emotionally connected to you. . Maybe they love your unique merchandise. Follow on Twitter: @Hyken.

Loyalty 173

Loyalty Customers Customer Service Training Retail 173

ShepHyken

SEPTEMBER 2, 2020

In her mind, using the word “customer” puts distance between customers and the company. She feels it should be a people experience or a human being experience , and that if you really want to connect emotionally to the customer—which is one of the drivers of repeat business—then we must get closer to them.

Hotels 158

Hotels Connections Customer Service Training Retail 158

Vonage

JUNE 23, 2017

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. Related Posts Create your customer service mantra. Follow on Twitter: @Hyken.

Customer Experience 193

Customer Experience Marketing Advertising Customer Service Training 193

ShepHyken

MAY 26, 2021

I told him, “I’m customer service speaker and we provide customer service training.” The lesson: Know who your customer is. If you can, plan in advance, do a little homework and spend a couple of minutes (or more) finding out what your customer does. He responded with, “You’re a design firm.”

Sales 146

Sales Customer Service Training Training Customer Service 146

ShepHyken

FEBRUARY 9, 2022

It’s where customers don’t see a business as just a vendor or a store. They feel connected – and maybe see it more as a friend and a partner. It all comes down to the relationship you have with your customer. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Connections 80

Connections Data Customer Service Training Trends 80

ShepHyken

MARCH 31, 2021

Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October. I was looking to create some buzz about connecting with customers, and I submitted the idea to Chase’s Calendar of Events. That’s right! Follow on Twitter: @Hyken.

Customer Service Training 155

Customer Service Training Feedback Customers Groups 155

ShepHyken

NOVEMBER 4, 2020

So many ways to serve chicken—so many ways you can amaze your customer. And like chicken, customer service—no matter how you serve it to your customer—is still customer service. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service Training 146

Customer Service Training Social Media Customer Service Representative Training 146

ShepHyken

OCTOBER 6, 2021

This statement makes a connection with the customer. The customer may even feel as if “they have a friend on the inside.” . Be sure customers know how much you appreciate their business, and how you look forward to serving them again. . At a minimum, discuss the timing of the resolution. . Follow on Twitter: @Hyken.

Course 167

Course Customer Service Training Customers Customer Service 167

ShepHyken

JULY 1, 2020

To automate the relationship with your customer puts you at risk of commoditizing your business. Just be careful about losing the connection you have with your customers. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer relationships 163

Customer relationships Self Service Customer Service Training Customers 163

ShepHyken

JANUARY 27, 2021

I’d like to broaden the topic to anyone dealing with someone else’s problem or question, be it a customer or another person inside the organization, also known as an inside customer. More than ever, our customers need to feel a connection. For information, contact 314-692-2200 or www.hyken.com.

Customer Service Training 142

Customer Service Training Training Customer Service Meeting 142

ShepHyken

SEPTEMBER 8, 2021

I’ve encountered front-line employees in customer support and sales positions who should never have been put on the front line. Inability to Connect – Customers hate friction, and one of the friction points we found in our research is when customers have difficulty getting the contact information they need to call customer support.

Social Media 166

Social Media Customer Service Training Training Customers 166

ShepHyken

JANUARY 5, 2022

Just acknowledging that the customers might be in trouble and reaching out to them was a great way to show appreciation. Personalization is a hot topic and a powerful way to connect to the customer. But this level of personalization, while extremely powerful, was a result of the customer’s zip code more than anything else.

Customer Experience 174

Customer Experience How To Touchpoint Communication 174

ShepHyken

MARCH 4, 2020

Satisfying your customers is not enough. Satisfied customers are not loyal customers.” Connect with your customers on an emotional level to move them beyond being “just satisfied.”. “It It is the total customer experience—not just customer service—that creates loyalty.” Loyalty is an emotion.

Loyalty 166

Loyalty Customer Service Training Customers Training 166

ShepHyken

MAY 10, 2021

Customers are enjoying self-service options, so give them what they want. 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 expectations have changed (as in increased).

Customer Service 157

Customer Service Net Promoter Score Self Service Knowledge Base 157

ShepHyken

DECEMBER 6, 2023

It’s about a customer-focused, friendly approach that doesn’t taint the experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service Training 152

Customer Service Training Customers Interaction Customer Service 152

ShepHyken

JANUARY 6, 2021

As sophisticated CRMs (Customer Relationship Management systems) and AI integrate, the data that is generated will help companies create a more personalized experience. Customers enjoy feeling connected—when companies know who they are—even if it’s at a digital level. Chatbots will do more than just communicate with customers.

Self Service 171

Self Service Chatbots Customer Relationship Management Customer Service Training 171

ShepHyken

MARCH 6, 2019

On a recent trip that had a connecting flight, I was notified the night before that my first flight was going to be delayed, which made me worry about missing my connection. I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do. Then I started to think.

Airlines 115

Airlines Customer Service Training Travel Training 115

ShepHyken

FEBRUARY 14, 2022

This article covers several important ways to deliver that return policy experience that fosters goodwill and gets customers to return again and again. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124

ShepHyken

FEBRUARY 10, 2021

The point he was making was that the customer experience begins the moment the customer connects with you, not when they see you on stage or in person. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. His comment was, “The show starts when the phone rings.”

B2C 129

B2C Entertainment Customer Service Training B2B 129

ShepHyken

AUGUST 9, 2021

Customer Experience Starts – and Stops – With Emotions by Kristi Knight. CMSWire) By understanding and tapping into those emotions, brands can build powerful connections that create fierce advocates. My Comment: This is an interesting article about how a customer’s emotions play into the overall customer experience.

Customer Service 148

Customer Service Social Media Culture Report 148

ShepHyken

NOVEMBER 18, 2020

I still believe that loyalty is driven by emotion, which has always been about the personal connection. 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.

Loyalty 143

Loyalty Self Service Customer Service Training Tips 143

ShepHyken

MARCH 15, 2021

So, how do you calculate your customer retention rate? Customer service training needs to be on your short-term bucket list by Shaun Belding. My Comment: This article makes the point that customer service training is important, but even more important than that are some of the author’s comments.

Customer Service 102

Customer Service Customer Service Training Customer Retention Training 102

ShepHyken

DECEMBER 23, 2020

That could be a brief intro leading to an almost immediate connection with the employee. I think we know which scenario our customers would prefer … give the customer a fast and quick way to the agent – with as little friction as possible! Or, it could come after a series of menu prompts and hold time.

Customer Service 123

Customer Service Customer Experience Entertainment Wait Times 123

ShepHyken

DECEMBER 22, 2021

We welcome him back this week with a simple feedback technique connected to his Three N strategy that will help you motivate and keep your best employees. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Here’s a very short refresher in case you missed it.

Customer Service Training 133

Customer Service Training Leadership Video Feedback 133

ShepHyken

FEBRUARY 28, 2023

You want your customers to know and understand how you operate. Be Easy to Connect With – Do you make it easy for your customers to connect with you? However, its phone number is posted on every page of the website, just in case the customer needs help or has questions. Don’t hide behind fine print.

Chief Customer Officer 124

Chief Customer Officer Effort Score Policies Customer Service Training 124

ShepHyken

JANUARY 25, 2021

(Retail Customer Experience) Clarus Commerce CEO Tom Caporaso believes it’s time for retailers to take advantage of the new membership economy. My Comment: Here’s a great article about customer loyalty. Some loyalty programs create emotional connections. Some loyalty programs are actually marketing programs.

Customer Service 159

Customer Service Guest Experience Loyalty Programs Hospitality 159

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 130

Employee Experience Customer Experience Self Service Call Center Experience 130

ShepHyken

JUNE 26, 2019

A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem. Today there are many ways to connect with a company. But there’s one mode of communication and customer support that hasn’t been talked about much.

Customer Relationship Management 134

Customer Relationship Management Customers Customer Service Training CRM 134

ShepHyken

JUNE 7, 2017

And sometimes customers are given the option of being called back at a time that is more convenient if they don’t have time to wait. We now have many other channels our customers can connect with us. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Customer Service 118

Customer Service Self Service Social Media Customer Service Training 118

ShepHyken

NOVEMBER 9, 2016

Make it easy to connect with you and your company. Or, to put another way, how easy are you to connect with? Take the friction out of connecting with your support and sales people. 5. Putting Them on Hold for Too Long – This is another way to disrespect your customer’s time. Doing business should be easy.

Self Service 128

Self Service Infographics Social Media Customers 128

ShepHyken

AUGUST 19, 2020

It creates a connection. 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. It builds trust. The best don’t just act professional.

Entertainment 130

Entertainment Sports Customer Service Training Report 130

ShepHyken

DECEMBER 26, 2018

When you figure out a customer’s Why and can scale it to meet the reasons and needs of a larger group, you connect on another level that brings customers back, again and again. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Culture 134

Culture Policies Customer Service Training Customers 134

ShepHyken

JUNE 27, 2018

It doesn’t matter how good your customer service is, if the product doesn’t do what it’s supposed to do, the customer will find another company that better meets their needs. The different channels customers interact with you and your organization must be consistent. Then along came emails, then chat, then chatbots.

Customer Service 89

Customer Service Chatbots Loyalty Customer Service Training 89

ShepHyken

NOVEMBER 2, 2022

Here are five ways to make your customers feel special: . Building a relationship that fosters confidence, trust and connection is a less obvious sales technique. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Stop selling and start nurturing relationships.

Customer Service Training 130

Customer Service Training Customer Retention Customers Sales 130

ShepHyken

APRIL 3, 2019

That day, as we were shopping, I noticed sales people that weren’t smiling or making eye contact with their customers when they walk into their stores. I couldn’t help but think of the missed opportunity to set a more positive tone and create a better human-to-human connection. It takes little effort and doesn’t cost anything.

Customer Service Training 132

Customer Service Training Training Customer Service Sales 132