ShepHyken

SEPTEMBER 28, 2020

CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. MarketingWeek) At our exclusive roundtable featuring members of 2020’s CX50, the consensus was that taking care of employees has helped take care of customers in this time of crisis.

Customer Service 79

Customer Service Culture Poor Customer Service Contact Center 79

ShepHyken

OCTOBER 26, 2022

However, one hasn’t been properly trained and doesn’t quite get the culture. If customers happen to be talking to any of the 99 amazing employees, they will love your company. But for the customers who are unlucky and get the one who hasn’t been trained and doesn’t have the right attitude, to them, that is what every employee is like.

Training 120

Training Customer Service Training Culture Brands 120

ShepHyken

NOVEMBER 25, 2020

The Right Culture : This is where it starts. Leadership defines the customer service and CX vision for everyone to follow. Good People: The people on the inside of the organization create the experience for the customers on the outside. I’m sure you’ll have a few more to add to this list. Follow on Twitter: @Hyken.

Customer Service 150

Customer Service Leadership Training Customer Service Training 150

ShepHyken

OCTOBER 1, 2018

My Comment: Customer service is not just for customers. Here are three great customer service strategies that will work for your employees, too. Creating a better employee experience will result in a better customer experience. Infographic: How Customer Service is Evolving in 2018 by Karishma Urs.

Customer Service 18

Customer Service Infographics Employee Experience Customer Service Strategies 18

ShepHyken

DECEMBER 1, 2021

Brian Kealy, the CEO of Baptist Health South, a healthcare system in Southern Florida, believed that if you have the right culture and treat your employees in such a way that they would never want to find another job, they will treat customers (patients and their families) the same way.? . Follow on Twitter: @Hyken.

Healthcare 129

Healthcare Customer Service Training Leadership Feedback 129

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. Follow on Twitter: @Hyken.

Net Promoter Score 90

Net Promoter Score Customer Service Omni-Channel Customer Centricity 90

ShepHyken

SEPTEMBER 18, 2017

Four Steps To Strengthen The Customer-Centric Culture In Your Company (And Improve Customer Service Along The Way!) by Paul Selby (CustomerThink) I offer some ways to inject customer service across the business and simultaneously raise the bar on customer service. This is how it’s done!

Customer Service 83

Customer Service Hospitality Customer Centricity Competitive Advantage 83

ShepHyken

JUNE 28, 2021

(Governing) In the public sector, customer service can easily devolve to “our way or the highway.” The head of the Arlington, Texas, planning department is transforming its service culture into a place where your “dream comes true.”. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 148

Customer Service Government Customer Service Training Customers 148

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. He is a leading contributor to Tourism, Hospitality and Service Industries alike. John Formica Follow @JohnFormica. Kerry Bodine Follow @kerrybodine.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Storyminers

JULY 6, 2020

You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service. Jeremy Watkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

MAY 16, 2018

A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. The EX is part of the culture. Follow on Twitter: @Hyken.

Employee Experience 98

Employee Experience Hotels Video Culture 98

CSM Magazine

FEBRUARY 13, 2020

The good news is it isn’t difficult to reclaim that art and help your company culture stand apart from the competition. To begin, teach your customer service team to greet customers with a verbal welcome accompanied by a smile. This is true both for employees greeting customers in person and those answering the phone.

Customer Service 80

Customer Service Social Media Ecommerce Culture 80

ShepHyken

DECEMBER 18, 2019

The mantra is a simple phrase—one sentence or less—that sums up your customer service culture. 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.

Customer Service 126

Customer Service Customer Experience Tips Social Media 126

Michel Falcon Experience

OCTOBER 21, 2019

To truly be customer-focused, every single person in your company must be devoted to delivering an amazing experience. If you’re growing too fast without a customer-centric strategy to support this growth, then the seams of your company will start to unravel. Do they have soft skills? Are they humble? Are they kind?

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

Storyminers

JULY 6, 2020

You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service. Jeremy Watkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

APRIL 27, 2020

” 15 Customer Service Strategies To Help You Deliver A 5-Star Experience by Forbes Coaches Council. Forbes) If your company is struggling, transforming your customer support into a 5-star experience can inject new life into your business. My Comment: Creating a good customer experience is more than a strategy.

Customer Service 67

Customer Service Government Hospitality Trends 67

ShepHyken

OCTOBER 28, 2019

How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. Freshdesk) Building an airtight customer service strategy is the best way to weather the demands of today’s savvy customers. Super-charge the Journey to Customer-Centric Culture. by Wayne Simmons.

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

Integrity Solutions

OCTOBER 27, 2021

After all, you can’t consistently deliver at such a high level- at every customer touch point- if only certain people are responsible for making sure it happens. In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused.

Customer Service 68

Customer Service Self Service Banking Culture 68

ShepHyken

MARCH 26, 2024

When I’m invited to speak to a group of business leaders as the keynote speaker, I often share my Six Simple Steps to Building a Customer-Focused Culture. It is incredibly complicated, but the Amazon experience is so easy! Yes, the steps are simple, but that doesn’t mean they are easy. There’s a difference!

Entertainment 92

Entertainment Sports Customer Service Training Training 92

ShepHyken

SEPTEMBER 19, 2016

Each week I read a number of customer service articles from various online resources. The Customer Service Strategies Behind Zappos’s Success by Sharpen. This article is filled with comments about the company’s culture, empowering employees and much more. Are customer service chatbots full of chit?

Customer Service 0

Customer Service Chatbots Culture Tips 0

ShepHyken

MAY 30, 2022

The Verdict Is In: Customer Service Isn’t Human Enough by Amy Balliett. Magazine) Does your organization’s customer service strategy sacrifice humanity for the sake of efficiency? My Comment: We are in the digital era of customer service. Here are three ways to adjust.

Customer Service 13

Customer Service Rewards Programs Poor Customer Service Self Service 13

ShepHyken

DECEMBER 14, 2022

That often means the customer won’t get the experience they could or should have. . While it may not be possible to eliminate FOMU altogether, a culture that empowers employees to make good decisions is what you want. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service Training 79

Customer Service Training Culture Training Customer Service 79

ShepHyken

JULY 27, 2022

The culture aligns with the employee’s values – and everyone seems to be in alignment with the culture. You’ll notice more customer engagement, employees will evangelize your brand, and even more importantly, they will stay! . Employees enjoy their coworkers. This one could be at the top of the list. .

Culture 69

Culture Employee Experience Customer Service Training Training 69

ShepHyken

DECEMBER 22, 2021

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. And remember to praise both the performer and the performance. . Follow on Twitter: @Hyken.

Customer Service Training 135

Customer Service Training Leadership Video Feedback 135

ProProfs Chat

JUNE 30, 2020

That’s the true essence of customer service experience. To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

ShepHyken

JULY 6, 2022

It has created a service experience that is praised and studied by many other companies and brands. It has a customer-focused culture, hires good people, and is consistent and predictable. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Company 76

Company Fashion Comparison Customer Service Training 76

ShepHyken

SEPTEMBER 29, 2022

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’s what happens between the walls that counts! . Follow on Twitter: @Hyken.

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Customer Service Training Video Training Customer Experience 129

ShepHyken

JUNE 6, 2022

They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales. My Comment: John DiJulius is one of the smartest customer service/CX experts on the planet.

Customer Service 69

Customer Service Loyalty Programs Hotels Loyalty 69

ShepHyken

FEBRUARY 7, 2023

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Get more information on The Customer Focus ™ customer service training programs. So, for Valentine’s Day (and every other day of the year), find ways to show your employees a little love.

Customer Service Training 125

Customer Service Training Training Employee Experience Company 125

ShepHyken

SEPTEMBER 21, 2022

If you’ve been following my work, you’ll recognize this concept: What’s happening inside the organization is felt on the outside by the customers. How you treat, talk to, and trust employees set the tone for the culture that will permeate outward toward your customers. Employee trust fosters customer trust.

Leadership 76

Leadership Feedback Customer Service Training Training 76

ShepHyken

FEBRUARY 19, 2023

Jeff Toister’s Top Tips for Crafting a Successful Customer Culture by Melanie Mingas (CX Network) CX author and keynote speaker Jeff Toister offers his advice for customer experience managers looking to create a winning customer culture. It’s no easy task, as customers’ wants and needs move quickly.

Customer Service 48

Customer Service Chatbots Culture Customer Service Training 48

ShepHyken

DECEMBER 6, 2017

Don’t Take It Personally: A customer who’s experiencing stress, inside or outside of your business, may take it out on you (or one of your employees). If you are truly customer-focused and are doing everything right, then it’s not your fault the customer is having a bad day. Don’t take it personally.

Customer Service 20

Customer Service How To Retail Customer Service Training 20

ShepHyken

NOVEMBER 9, 2022

Bezos was so focused on customer service that he wanted everyone to keep the customer in mind, and having a chair at the table to represent the customer was his way of doing so. That’s truly customer-focused! . Follow on Twitter: @Hyken.

Competitive Advantage 73

Competitive Advantage Customer Focused Customer Service Training Meeting 73

CSM Magazine

JULY 12, 2020

Therefore, businesses use strategies, training, and organisational cultures to help build a strong foundation of trust in a business, because the time a business has to build a good relationship with its customers is becoming increasingly shorter. Customer influenced business strategy. The bottom line.

Customer Service 52

Customer Service Marketing Social Media Ecommerce 52

ShepHyken

APRIL 4, 2018

Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go t o www.thecustomerfocus.com. The post Are You Keeping Up with Your Customers?

Advertising 101

Advertising Customer Service Training Customer Expectations Industry 101

ShepHyken

DECEMBER 6, 2021

My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department. It’s baked in the culture. So, if customer service isn’t a department, what do you call it? How about “customer care?” Read the expert commentary, and you can decide for yourself.

Self Service 69

Self Service Customer Service Chatbots Customer Care 69

ShepHyken

SEPTEMBER 25, 2020

This week we feature an article from Gladly, a customer service platform. But how can you stay efficient and drive revenue while still delivering radically personal customer service? Learn how to best prepare your contact center for the holiday season.

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Contact Center Competitive Advantage Customer Service Sales 116