ShepHyken

AUGUST 19, 2019

(G2 Crowd) Providing great customer service is not a choice or luxury; it’s a standard your customers expect. Well, here are nine “how to not’s” to consider in your customer service strategy. If live chat and chatbots are part of your customer service strategy, read this article.

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Customer Service Leadership Ecommerce Culture 121

ShepHyken

OCTOBER 10, 2023

It’s about the entire customer experience. If a promise to provide value in the CX is built into a company’s mission and values statements, it potentially becomes part of the culture. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant. It’s simple.

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Culture Customer Service Training Employee Experience Course 154

ShepHyken

SEPTEMBER 10, 2024

And I believe that, but if someone says, “Put the customer at the center,” instead of employees, I’m okay with that. When I consult with companies about their customer service or CX culture, one of our discussions revolves around starting with the end in mind. It won’t hurt. Connect with Shep on LinkedIn.

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ShepHyken

NOVEMBER 14, 2023

Alignment with Beliefs and Vision (The Culture): While money may be a basic need, the culture of the organization must meet the employee’s needs and what they value. Employees want to feel excited about going to work. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Employee Experience 154

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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.

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Customer Service Leadership Training Customer Service Training 150

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. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Consider this.

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Training Customer Service Training Culture Brands 120

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.

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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.

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Healthcare Customer Service Training Leadership Feedback 129

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.

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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.

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ShepHyken

JULY 8, 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.

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Sports Customer Service Training Customer Service Training 146

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.

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ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident.

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Net Promoter Score Customer Service Omni-Channel Customer Centricity 90

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

ShepHyken

MARCH 12, 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.

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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!

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Customer Service Hospitality Customer Centricity Competitive Advantage 83

Service Untitled

NOVEMBER 28, 2012

Q: What metrics or qualitative data does Ritz-Carlton use to measure customer service training success (How do you know it’s working)? Don’t assume that their mother or father, or previous employer taught them what really great service looks like. Have a written service strategy.

Customer Service 92

Customer Service Hotels Hospitality Leadership 92

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. There’s lots of work, thinking, planning, practice, experimenting, training, and more that goes into creating an easy experience. There’s a difference!

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Comm100

OCTOBER 8, 2016

Your customer service team is the main point of contact for the majority of your customers. As the face of your organization, they either lay the foundation for a strong retention culture, or drive customers away for good. consumers switch service providers due to poor service. 52% of U.S. 52% of U.S.

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ShepHyken

OCTOBER 1, 2024

This is a celebration where every employee writes a personal compliment for a colleague, fostering a culture of appreciation and connection throughout the company. Over the years, I’ve shared many more ideas about Customer Service Week. Just a little something to say, “Thank you for doing a great job!” Friday is Kudos Day.

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Customer Service Exercises Video Customers 92

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. .

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Customer Service Training Leadership Video Feedback 135

Comm100

NOVEMBER 3, 2017

Recommended for you : You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why. For this reason, successful social media training starts with an analysis of staff’s existing skills, so that you will know what training each person needs. Service First. Know When to Make a Switch.

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Social Media Course Training Marketing 145

Michel Falcon Experience

OCTOBER 21, 2019

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. When our company added another venue and 50+ new team members I knew we would need help so I created a Culture Committee team. If you’re already doing this, great!

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Customer Journeys Customer Service Company Customer Centricity 111

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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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.

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Customer Service Self Service Banking Culture 68

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. Employees must have the confidence to overcome FOMU, and this comes from proper training and praise.

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Customer Service Training Culture Training Customer Service 79

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.

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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.

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Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

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Company Fashion Comparison Customer Service Training 76

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.

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Customer Service Rewards Programs Poor Customer Service Self Service 13

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. .

Employee Experience 69

Employee Experience Culture Customer Service Training Training 69

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

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

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

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 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. (In

Customer Service 48

Customer Service Chatbots Culture Customer Service Training 48

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