ShepHyken

DECEMBER 6, 2021

3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care? So, if customer service isn’t a department, what do you call it? How about “customer care?”

Self Service 70

Self Service Customer Service Chatbots Customer Care 70

ShepHyken

JULY 22, 2019

(Smart Customer Service) The quickly evolving social media landscape has forced companies to work harder to maintain a positive customer experience, as 83 percent of people have higher digital customer service expectations than they did last year. If you are, this will give you some reminders to consider.

Social Media 121

Social Media Customer Service Trends Tips 121

ShepHyken

AUGUST 7, 2019

That’s when he dropped the “bomb” on the audience—several thousand customer care professionals, all anxiously awaiting Tony’s comments. He informed them that the customer was no longer the first priority. Culture had replaced the customer as the top priority. I’d seen Tony speak before, and he holds nothing back.

Customer Service 132

Customer Service Culture Customer Service Training Leadership 132

ShepHyken

OCTOBER 17, 2018

You can’t answer with “Because we have great customer service.” Find out what makes you truly different, something that your customer cares about, and exploit it. Every time a customer has an interaction with the company, regardless of it being in person, on the phone or online, they have a similar experience.

How To 121

How To Social Media Customer Care Brands 121

ShepHyken

JANUARY 28, 2019

While an excellent concept for customers, it is also appropriate for the colleagues you work with. Social media customer care best when humans and bots are at play by Tara Jones. Retail Customer Experience) Here are five considerations for a mindfully sound social care strategy. ” Download it today!

Social Media 103

Social Media Customer Service Customer Care Insurance 103

ShepHyken

MAY 5, 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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 160

Customer Service Training Customer Service Customer Experience Customer Expectations 160

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Prioritize activities and allocate them to employees.

Strategy 297

Strategy Customer Experience How To Customer Journeys 297

ShepHyken

AUGUST 5, 2019

Seriously, it is a good look into what customers expect and want from the companies they do business with. 10 Tips for Balancing Self-Service, Hands-On Customer Care Support by MCM Staff. My Comment: Self-service is a powerful part of the customer experience. Read this article and find out how.

Self Service 110

Self Service Customer Service CRM Infographics 110

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 18, 2019

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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 132

Customer Service Training Training Culture Examples 132

ShepHyken

OCTOBER 28, 2020

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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Culture 159

Culture Social Media Customer Service Training Customers 159

ShepHyken

MAY 20, 2020

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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 147

Customer Service Training Training Customer Service Course 147

ShepHyken

FEBRUARY 20, 2019

That’s what customer-focused people do. They do it because helping a customer—or even a colleague at work—is what they like to do. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. But not this time. The taxi driver didn’t ask for money.

Hotels 111

Hotels Customer Focused Customer Service Training Customer Service 111

ShepHyken

MARCH 7, 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. For information, contact 314-692-2200 or www.hyken.com.

Customer Service Representative 184

Customer Service Representative Banking Social Media Customers 184

ShepHyken

FEBRUARY 5, 2020

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 The Last Customer on Earth appeared first on Shep Hyken.

Customer Service Training 148

Customer Service Training Customers Course Customer Service 148

ShepHyken

SEPTEMBER 23, 2020

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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Effort Score 136

Effort Score Exercises Travel Customer Service Training 136

ShepHyken

MARCH 26, 2018

You’ll love this story about how a member of the airline’s social media customer care team took care of a passenger during her flight. . How Chewy Built a $3 Billion Business Based on Customer Experience by Mike DuPuy. Follow on Twitter: @Hyken.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

ShepHyken

NOVEMBER 8, 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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 188

Customer Service Customer Experience Wait Times Policies 188

ShepHyken

APRIL 8, 2020

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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Net Promoter Score 126

Net Promoter Score Effort Score Conference Hotels 126

ShepHyken

MAY 2, 2022

The first was that it claims that customers are increasingly moving their customer service interactions to social media. Our customer service research shows that while social customer care is increasing as a viable channel, it still has a long way to go before becoming a primary channel like phone, texting, and email.

Customer Service 74

Customer Service Social Media NPS Customer Experience Management 74

ShepHyken

MAY 28, 2018

For the record, contacting brands on social media only to be passed off to someone else is not social customer service. My Comment: Social Media Customer Service (Also known as Social Customer Care) continues to grow in popularity. This article highlights a recent J.D. Follow on Twitter: @Hyken.

Customer Service 78

Customer Service Loyalty Programs Social Media Loyalty 78

ShepHyken

APRIL 1, 2019

A nice article featuring some of the most relevant trends and strategies happening in social customer care. How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report by Sarah Patterson. Follow on Twitter: @Hyken.

Customer Service 103

Customer Service Social Media Chatbots Trends 103

ShepHyken

JULY 3, 2019

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 Proactive Customer Support appeared first on Shep Hyken.

Customers 134

Customers Customer Service Training Examples Training 134

ShepHyken

SEPTEMBER 4, 2017

One of the big takeaways is that the leaders close the loop on feedback within 48 hours, which according to CustomerGauge, leads to a 12% increase in customer retention. 10 Insights from Customer Care Experts & Influencers by CGS. Why Visual Support is the Future of Customer Service by Robert C.

Customer Service 65

Customer Service Net Promoter Score Self Service NPS 65

ShepHyken

JULY 25, 2018

In many of our customer service workshops, we do an exercise where the participants answer a powerful question that helps them understand what makes them different: Why should someone do business with us? And, even if it is different, do our customers care? In other words, why us instead of our competition.

Employee Experience 91

Employee Experience Customer Experience Exercises Customer Service Training 91

ShepHyken

OCTOBER 25, 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. The post Customer Service Tip: The Power of Observation appeared first on Shep Hyken.

Tips 153

Tips Customer Service Customer Service Training Customers 153

ShepHyken

DECEMBER 5, 2022

Do you care about something your customer cares about? If you expect loyalty from your customers, you must demonstrate loyalty toward them. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Second, find shared values. Follow on Twitter: @Hyken.

Customer Service 74

Customer Service Hospitality e-support eBook 74

ShepHyken

JULY 24, 2019

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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 130

Customer Service Training Training System Customer Focused 130

ShepHyken

OCTOBER 2, 2019

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 Live Up to a Higher Standard of Service appeared first on Shep Hyken.

Customer Service Training 130

Customer Service Training Meeting Customer Experience Training 130

ShepHyken

DECEMBER 11, 2019

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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 118

Customer Service Customer Experience Fashion Video 118

ShepHyken

MAY 25, 2016

I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience. For information contact or www.hyken.com.

Exercises 90

Exercises Customer Care Customer Service Training Customers 90

ShepHyken

MAY 8, 2019

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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 123

Customer Service Training Course Training Customer Focused 123

ShepHyken

NOVEMBER 19, 2018

Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! Many of the customer service mistakes mentioned in this article aren’t “rookie mistakes.” by Deeksha Dadu.

Customer Service 92

Customer Service Self Service Customer Centricity Video 92

ShepHyken

NOVEMBER 21, 2018

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 Five Ways to Create Customer Loyalty appeared first on Shep Hyken.

Loyalty 130

Loyalty Customer Service Training Customers Tips 130

ShepHyken

OCTOBER 21, 2019

(Forbes) Here’s the little secret that business leaders don’t like to discuss: many of them aren’t sold on the idea that a great customer experience actually pays off. My Comment: I’m always intrigued when I see the stats about how customer-focused companies outperform those that aren’t. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service eBook B2B CRM 79

ShepHyken

SEPTEMBER 12, 2018

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 Never Take Your Eyes Off the Customer appeared first on Shep Hyken.

Hospitality 130

Hospitality Customer Service Training Customers Tips 130

ShepHyken

MARCH 20, 2017

As Social Media Evolves, Travellers Demand Joined-up Customer Service by Nick Vivion . Tnooz) Customer service has always been one of the most challenging areas of any service-based business. My Comment: Social customer care has become mainstream in the customer service world.

Customer Service 75

Customer Service Social Media Travel Loyalty 75