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I was reading an article by Jeff in a magic magazine. The point he was making was that the customer experience begins the moment the customerconnects with you, not when they see you on stage or in person. Shep Hyken is a customerservice expert, keynote speaker, and New York Times bestselling business author.
I read an article penned by Dale Salwak in Linking Ring Magazine, the publication put out by the International Brotherhood of Magicians. It creates a connection. Shep Hyken is a customerservice expert, keynote speaker, and New York Times bestselling business author. It builds trust. The best don’t just act professional.
My Comment: Can AI create help a company create an emotional connection? Marketing expert Erik Huberman shares his knowledge in this article and shows that more than just personalizing the experience at the moment (from data that AI uses based on past purchases and habits), you can now use AI to predict what customers want and need.
Companies that charge their customers monthly or annually using a subscription model – this could include newspapers, magazines, software, utilities, and almost any type of product – should have processes in place to deal with a customer passing away or any other tragic or unusual scenario. Connect with Shep on LinkedIn.
Nine Areas of Focus for Improved CustomerServiceTraining by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customerservice team plays a large role in that organization’s success. Connect with Shep on LinkedIn.
The Secret to Dealing With Awkward Customers by Call Centre Helper Magazine (Call Centre Helper Magazine) From repeatedly sending back products and making apparently unwarranted complaints, to demanding something over and above your offer… Not to mention taking up too much of your agents’ time!
The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. CEOWORLD Magazine) Creating a positive customer experience is key to keeping your target market coming back, whether you’re operating a digital business or a brick-and-mortar storefront. Wow, is meeting these expectations every time.
Magazine interview. Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customerservice and customer experience keynote speeches and his customerservicetraining workshops at www.Hyken.com.
Helping Companies & Organizations Create an Amazing Customer-Focused Culture by CXO Magazine This week, we’re starting the Top Five roundup with a Bonus article. Actually, it’s more than an article, it’s an entire magazine devoted to CX. And I’m very proud that that CXO Magazine honored me with a cover story.
Magazine) A study by MBLM found that respondents formed emotional connections with a greater number of brands during the pandemic (23 percent more than in MBLM’s previous study) and deepened their existing intimate relationships with brands. This article refers to that emotional connection as “intimacy.”
It’s time to come back to a very important topic in customerservice and customer experience. I was recently interviewed by Megan Jones, an editor for Call Centre Helper magazine. Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author.
My Comment: I’ve always cautioned that companies jumping into digital customerservice solutions should be careful not to become so enamored with the technology that they lose their human and emotional connection with their customers. Should chat-bots replace humans for customer support? by Michael Stelzer.
The result is a dramatic increase in both the number of customers willing to share feedback and the quality of their responses. Staff Friendliness by Miika Mäkitalo (CRM Magazine) Looking back on Customer Experience Day, it’s clear that CX has never been a more critical factor for success in retail.
With 15 ideas shared, you’re sure to find something to help you achieve high customer satisfaction scores. Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.
My Comment: Jill Schiefelbein tells us a great story and shares three excellent customer experience lessons; the voice on the phone matters, industry jargon can create a barrier and kill an experience, and the process shouldn’t inconvenience the customer. A quick read with some important reminders. It drives word-of-mouth referrals.
Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do. So, I was excited to read Steven’s article and watch his video comparing the movie to a great customer experience. 3 Things You Need to Do to Keep Customers by Jim Schleckser.
Customer support is a critical interface with a huge impact on customer satisfaction and customer retention and, thereby, on business performance and profitability. Here are a few fundamental must-haves for any prospective online customerservicetraining solution. Course management. Learning delivery.
The emphasis on speed and efficiency, driven by Wall Street’s demands for short-term profit, has detracted from the personal connections that Starbucks was known for during its experiential boom. Costco Is Rolling Out a Brand-New Feature that Its Most Loyal Customers Will Love by Bill Murphy Jr. Connect with Shep on LinkedIn.
Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. LinkedIn : [link]. Website : [link].
CustomerThink) Some of us are old enough to remember when subscriptions were limited to just sports clubs, newspapers, and magazines. If you say the word “subscription,” most people think of magazines and newspapers. Watch to learn the four key takeaways from Salesforce’s State of the ConnectedCustomer research report.
Custom Studio (Inc. Magazine) A growth-at-all-costs mindset can land a company in hot water, creating misalignment with consumer needs and preventing the development of the long-term customer relationships that are foundational to healthy businesses. Connect with Shep on LinkedIn. What does that mean?
8 Keys to Making CustomerService a More Positive Experience by Martin Zwilling (Inc. Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed.
Engaged Employees Create Better Customer Experiences by Denise Lee Yohn (Harvard Business Review) It’s time for leaders to double down on the idea that the employee experience (EX) is now the key driver of the customer experience (CX) and find smarter, strategic ways of connecting the two. Follow on Twitter: @Hyken
25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people. My Comment: I didn’t know Apple had a magazine. (I Connect with Shep on LinkedIn.
Brand Loyalty in the Digital Age: Strategies to Build Trust by Meghana Dalal (YourStory) Explore how businesses in the digital age can foster brand loyalty through authenticity, exceptional customerservice, and social responsibility. Connect with Shep on LinkedIn. My Comment: Loyalty doesn’t happen without trust.
How to Make CustomerService Your Company’s Superpower by Jaquie Scammell (The CEO Magazine) Customerservice no longer sparks the same enthusiasm it once used to. Is it time to lead a new service leadership revolution and put the human back in ‘human service’? Connect with Shep on LinkedIn.
Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. The company has built one of the best examples of a customerservice organization I’ve seen. You may find some answers in this article.
Instead, the machine can become the co-pilot to a powerful interaction with the customer – one that gives the front-line customerservice and sales reps tools that they can use to deliver a personalized and better CX. Connect with Shep on LinkedIn.
Customerservice trends to watch in 2024 by St. Louis Magazine (St. Louis Magazine) Shep Hyken helps organizations around the world learn and implement best practices for serving people in a variety of industries. Connect with Shep on LinkedIn. It is always a privilege to be included on lists like these.
100 Customer Experience Stats For 2023 by Blake Morgan (Forbes) Customer experience in 2023 looks different than it ever has before. With a looming recession, changing customer preferences and priorities, and new technology, CX teams have incredible opportunities to innovate and connect in new ways.
Finally, he presents the concept of “customerService as an Experience.” 7 Small-Business Strategies for Customer Retention by Kalin Kassabov (Inc. Magazine) Customer retention is a crucial aspect of any successful business. It can lead to increased customer loyalty, repeat business and, ultimately, higher profits.
4 Questions to Measure — and Boost — Customer Trust by Ashley Reichheld and Amelia Dunlop. An Economist magazine analysis of Volkswagen, Wells Fargo, and six other corporations calculated that a company loses 30% of its value when it loses trust, at least in the short term. They wanted more empathy and understanding than usual.
Anytime you can create an accurate, personalized experience, whether it’s fueled by AI or any other way you track a customer’s history (purchase and behaviors), you are deepening the relationship and, as the title of this article suggests, transforming the customer experience. Connect with Shep on LinkedIn.
Instead of treating customerservice like an afterthought or an overhead cost, your company has an opportunity to turn customerservice into a revenue generator and a strategy to create a long-lasting competitive advantage. When a customer takes the time to download an app, it’s a commitment.
My Comment: When our clients are interested in our customerservicetraining for their “new” customerservice/CX initiative, they are excited and ready to start. Knowing who your customers are (as in your target audience) and creating a value proposition that you honor leads to a better CX.
This is a very robust article all about taking advantage of the gift of customer feedback. Two Elements of Successful Branding You Don’t Want to Overlook by Jacob Goldberg (The CEO Magazine Global) Branding and marketing have changed in recent years. Connect with Shep on LinkedIn.
Myra Golden CustomerServiceTraining Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. Customer Experience Designer & Professional Speaker. Myra Golden Media.
Myra Golden CustomerServiceTraining Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. Customer Experience Designer & Professional Speaker. Myra Golden Media.
How to Build Customer Loyalty by Sharing the Inflation Burden by Joel Comm. Magazine) Too often, the rise in costs caused by inflation is passed down to the consumer. But there are some companies that are finding ways to keep their doors open while also keeping those inflation costs from impacting their customers.
By providing an app or website, you are giving customers more options, more ways to connect, get information or even make purchases. Subscription : Subscription services have expanded from magazines and newspapers to include all kinds of products and services. For information, contact 314-692-2200 or www.hyken.com.
Lockdowns fostered a sense of belonging; we all felt much more connected to where we live and much more likely to support local companies, look after our neighbors, and promote our local identity. My Comment: Localism is not a new strategy, but it’s an important one that impacts the customer’s experience.
Named by meeting planners as one of their “favorite speakers” by Meetings and Conventions Magazine, she has a natural gift for entertaining an audience that will engage and inspire every attendee to deliver a better customer experience. When you learn to stay in control it’s much more effective for all. And have fun!
How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Complaint Handling: Learn to handle problems in such a way that you completely restore customer confidence after a service mishap. Customer-facing employees in any industry. Email Writing.
Modern educational settings require customerservice abilities to ensure student, parent, and staff success and satisfaction. Student-centered methods stress connections and communication to increase learning. Parents and school personnel may improve connections with customerservice skills like communication and empathy.
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