ShepHyken

APRIL 11, 2018

His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. Whether you’re customer-focused or not, this exercise is helpful. Follow on Twitter: @Hyken.

Customer Focused 102

Customer Focused Self Service Touchpoint Banking 102

CloudCherry

AUGUST 22, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic ® , The Loyal Customer , The Cult of the Customer , The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. Listen Now! The post You say you want a Revolution? appeared first on CloudCherry.

Travel 240

Travel Customer Service Training Culture Loyalty 240

ShepHyken

SEPTEMBER 14, 2022

A bad culture is the problem. The culture of any organization is defined by leadership. Leaders must work on the culture they want employees and customers to experience. It all comes down to the person at the top of the organization deciding to create a culture that drives a positive service experience.

Culture 108

Culture Customer Service Poor Customer Service Leadership 108

Kayako

NOVEMBER 21, 2018

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. How do you build a customer-oriented culture? Make everyone interact with customers. And it has paid off big time.

Culture 120

Culture Banking How To Customer Service 120

Integrity Solutions

OCTOBER 5, 2022

In one recent study , among many with similar findings, 78% of respondents said good customer service is fundamental to earning their loyalty and business. And retaining those customers is serious business: Just a 5% increase in customer retention can produce more than a 25% increase in profits.

Culture 87

Culture Customer Service Customer Service Training Contact Center 87

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. Related: How to Improve Customer Service Training with Simple Metrics.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

MARCH 11, 2020

The smartest person in the world may not end up being a good cultural fit for a company. This explained the company culture and expectations of Disney employees, also known as cast members. The point is that Disney establishes upfront that learning about the company culture is a priority for new applicants. There’s a difference.

Employee Experience 136

Employee Experience Culture Video Customer Service Training 136

ShepHyken

OCTOBER 28, 2020

It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers. If you truly love your people, love your customers and love what you do, it shows. Some still are.

Culture 155

Culture Social Media Customer Service Training Customers 155

ShepHyken

JUNE 16, 2021

I love seeing visible signs of a customer- and employee-focused culture. Something I noticed right away was the customer-centric culture that was part of the atmosphere of the resort. You’re not going to change a culture by adding an employee’s passion under a name on a badge. This is just a small idea.

Culture 143

Culture Customer Centricity Customer Service Training Course 143

ShepHyken

AUGUST 7, 2019

He informed them that the customer was no longer the first priority. Culture had replaced the customer as the top priority. Hsieh said, “Get the culture right, and we’ll deliver the customer experience we want our customers to have.”. The focus on culture is really a focus on people.

Customer Service 132

Customer Service Culture Customer Service Training Leadership 132

ShepHyken

MAY 19, 2021

It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. By the way, this is the same exercise we teach in our customer service training programs. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Meeting 143

Meeting Customer Service Exercises Customer Service Training 143

CloudCherry

AUGUST 22, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic ® , The Loyal Customer , The Cult of the Customer , The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. The post Do you say you want a Revolution? appeared first on CloudCherry.

Travel 150

Travel Customer Service Training Culture Loyalty 150

ShepHyken

SEPTEMBER 18, 2019

Then, through training, give employees examples that show them how far they can go. It must be baked into the culture of an organization. Employees must be empowered to say yes whenever possible or to find creative solutions to make customers happy when the answer must be no. It’s an attitude and a culture.

Customer Service Training 132

Customer Service Training Training Culture Examples 132

ShepHyken

DECEMBER 26, 2018

The culture: This is the kind of organization you want to be affiliated with. At some level, this ties into culture and values, but this is more about giving back and community involvement. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Culture 134

Culture Policies Customer Service Training Customers 134

ShepHyken

JUNE 7, 2021

The Secret Ingredients of a CX-Led Company Culture by Steven van Belleghem. CMO from IDG) Customer experience simply does not live in a void controlled by the marketing teams. Here, he shares an article focused on culture. Being Customer-centric Starts With A Top-Notch Employee Experiencestanley by Stanley Huang.

Customer Service 136

Customer Service Loyalty Programs Customer Journeys Customer Centricity 136

Vonage

MARCH 6, 2017

When it comes to your customer service promise and vision, every member of your organization must be in alignment. It must be part of your culture, and everyone must be trained to not only understand what it means and how it impacts the customer, but also how to deliver and live up to the standards needed to deliver on the promise.

Customer Service 149

Customer Service Hotels Customer Service Training Customers 149

ShepHyken

AUGUST 9, 2021

10 Simple Steps Toward Delivering a More Convenient Customer Experience by Rolling Stone Culture Council. 10 Rolling Stone Culture Council members each shared one thing leaders can do to maximize convenience and create more happy customers. All of this and more are covered in this excellent article.

Customer Service 148

Customer Service Social Media Culture Report 148

ShepHyken

AUGUST 8, 2022

Start with creating the right culture, in this case, a “customer-first” culture. And you’ll probably notice many of the other ideas tie into employees and culture. It’s no coincidence that if you want to create a customer experience, it starts on the inside with the culture and employees.

Customer Service 24

Customer Service Culture Customer Retention Video 24

ShepHyken

JULY 5, 2021

They may even make you rethink how you email your customers. 7 ways leaders can model great customer service by Jeff Toister. Toister Solutions) You have to walk the talk if you want your employees to be customer-focused. This article focuses on how the EX impacts the CX. Here are seven ways to do it.

Customer Service 151

Customer Service Loyalty Programs Hotels Infographics 151

ShepHyken

FEBRUARY 6, 2019

My job is to talk to them about customer service. As part of my homework, Todd Hopkins, their CEO, shared the Office Pride Culture book. It was Tony Hsieh’s book that inspired Hopkins to write his own culture book, which is a great exercise for an organization to consider. Do they align with what you believe in?

Culture 113

Culture Exercises Customer Service Training Brand Values 113

ShepHyken

MARCH 8, 2021

(Forbes) 16 members of Forbes Coaches Council shared their best tips for business owners to start improving customer satisfaction with happier employees. My Comment: The beginning of a good customer service and experience strategy starts on the inside with the company’s culture. Follow on Twitter: @Hyken.

Customer Service 143

Customer Service Airlines Hospitality Infographics 143

ShepHyken

DECEMBER 28, 2016

Leadership may decide to purposely change their mindset – and even their company culture – from being customer-focused to bottom line focused. First and foremost, if the company has a culture and vision in place, every move they make should always bring up the question, “Is this in keeping with our vision?”

Culture 90

Culture Leadership Customer Focused Customer Service Training 90

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. They must be properly trained. And they must be empowered to make good customer-focused decisions. Consider this.

Training 119

Training Customer Service Training Culture Brands 119

ShepHyken

APRIL 1, 2020

Quite often, if a company is considered a customer service laggard, it is because of its leadership and management. One of the most important ways a leader can foster a customer-focused culture is by modeling that behavior—in other words, by treating employees how they want the customer treated.

Self Service 117

Self Service Customer Service Leadership Customer Focused 117

ShepHyken

MARCH 20, 2019

He fosters open dialogue that creates a positive culture for his company. That’s the underlying lesson here – company culture. By nurturing that open workplace communication and positive company culture, Todd sets up his business for success. What’s felt on the inside of a company will radiate through to the outside.

Communication 112

Communication Culture Policies Customer Service Training 112

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 148

Customer Service Leadership Training Customer Service Training 148

ShepHyken

MARCH 31, 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. The post Get to Know Your Customer Day appeared first on Shep Hyken.

Customer Service Training 155

Customer Service Training Feedback Customers Groups 155

ShepHyken

AUGUST 19, 2019

If live chat and chatbots are part of your customer service strategy, read this article. Creating Company Culture to Strengthen Customer Service Agent Support by Cassandra Vincent. Nevadas) There are ways to strengthen customer service agent support resulting in quality work and reducing churn.

Customer Service 120

Customer Service Leadership Ecommerce Culture 120

ShepHyken

JANUARY 18, 2021

(Diginomica) How do you enrich the customer experience amidst the current turbulence? Unit4’s Michelle MacCarthy has three recommendations for managing customer success through culture, engagement, and technology. My Comment: I enjoy articles that focus on the culture, and that is exactly what this article is about.

Self Service 129

Self Service Customer Service Customer Journeys B2B 129

ShepHyken

FEBRUARY 15, 2017

If you Google the words customer centric (or centricity ), you will find many definitions from different sources that are all very similar. I actually prefer using the term customer-focused over customer-centric. Customer centricity shouldn’t be a concept that is just bantered around. The best companies do this.

Customer Centricity 90

Customer Centricity Culture Customer Focused Customer Service Training 90

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. Here are my top five picks from last week. by Ricardo Saltz Gulko.

Customer Service 110

Customer Service Competitive Advantage Trends Culture 110

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 127

Healthcare Customer Service Training Leadership Feedback 127

Kayako

APRIL 15, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. Employee golden rule – Do unto your employees as you want done unto the customer” – Shep Hyken.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

ShepHyken

APRIL 4, 2017

Jeff Toister Provides 3 Steps to Developing a Customer-Focused Culture. Nearly every company says that they want to have a customer-focused culture, but then why are so many companies lacking one? What are the steps that your company needs to take to be committed to becoming customer focused?

Handbook 76

Handbook Culture Customer Focused Customer Service Training 76

ShepHyken

JANUARY 2, 2019

When your system works, and you have competent people who make good customer-focused decisions, everybody is happy. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. That’s a Win-Wynn! For information, contact 314-692-2200 or www.hyken.com.

Customer Service 132

Customer Service Insurance System Customer Focused 132

ShepHyken

SEPTEMBER 30, 2020

It’s more than just the front line interacting with customers. If you have been following my work, you know my belief is that customer service is not a department—it’s a philosophy that is part of an organization’s culture and is everyone’s responsibility. For information, contact 314-692-2200 or www.hyken.com.

Customer Service 127

Customer Service Poor Customer Service Customer Service Representative Course 127

ShepHyken

JANUARY 8, 2020

The old cliché of “hire for attitude and train for skill” comes to mind, but I think it’s more than that. You do want to have someone with the right attitude, but more importantly, they need to understand and fit in with the culture and personality of your organization. The gate agent was busy pecking away at the computer’s keyboard.

Customer Service Training 123

Customer Service Training Culture Training Customer Focused 123