ShepHyken

APRIL 12, 2017

Once the customer service representative came on the call, Cindy briefly described the problem. What do you think happened when the new customer service rep came on? Shattered customer confidence. Even though our last customer service rep got the job done, the other two couldn’t. She asked the same questions.

Banking 103

Banking Customer Service Representative Customer Confidence Customer Service Training 103

ShepHyken

APRIL 25, 2018

There are many great customer service stories that can serve as a template for how to handle a problem. For those that haven’t been following, the five-steps are: 1) Acknowledge the problem and thank the customer for bringing it to your attention. And, they didn’t get there by disappointing their customers. 5) Act with urgency.

Customer Confidence 67

Customer Confidence Customer Service Training Course Customer Service 67

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. My Comment: Privacy and identity issues are at the top of our customers’ minds with whom they do business.

Customer Journeys 110

Customer Journeys Customer Service Employee Engagement Exercises 110

ShepHyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. CMSWire) The better the experience, the more likely that person will return and give the brand their business. On the flip side, sometimes it only takes one bad experience to undo years of goodwill. It’s a simple idea.

Customer Journeys 21

Customer Journeys Customer Service Social Media eBook 21

ShepHyken

JUNE 24, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. My Comment: Here is a great testimonial to the combination of a great customer experience and product. I never knew I wanted that.”

Customer Service 119

Customer Service Poor Customer Service Tips Hotels 119

ShepHyken

MAY 23, 2017

Megan Singh on How to Create the Best Place to Work and the Best Place for Customers to Buy. What are some ways that you can show your customers, and your employees, that you are truly customer focused? You want to create confidence and trust, because those feelings will convert to customer loyalty.

Insurance 85

Insurance Policies Travel Comparison 85

ShepHyken

JUNE 27, 2018

I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency. The entire experience must be consistent. So, let’s talk about the different ways an organization delivers a consistent experience.

Customer Service 90

Customer Service Chatbots Loyalty Customer Service Training 90

ShepHyken

OCTOBER 5, 2016

After a number of comments from our readers, I want to discuss how, when and where you can WOW your customers. I’ve always been concerned with a company that tells me that they want to consistently WOW their customers. Without that, there is no predictability, and that leads to a lack of confidence. The key is consistency.

Hotels 133

Hotels Customer Service Training Leadership Customer Service 133

ShepHyken

OCTOBER 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. Great Customer Experience Means Consistent Customer Service by Glenn Pasch.

Customer Service 93

Customer Service Automotive Tips Feedback 93

ShepHyken

DECEMBER 26, 2018

This quote makes me think about the different reasons behind why a customer chooses to do business with a company. Those companies that get customers because of low price will lose those customers when someone else has a lower price. Convenience: Who doesn’t want an easy and frictionless experience?

Culture 134

Culture Policies Customer Service Training Customers 134

ShepHyken

DECEMBER 19, 2018

As I started to perform more and more for money, I could afford to be a regular customer of Al’s. Earning your customers’ trust typically takes time. It comes from a predictable and consistent set of experiences. Your customers know what to expect, and you deliver every time. So, how much do your customers trust you?

Customer Service Training 124

Customer Service Training Customers Loyalty Training 124

ShepHyken

MAY 7, 2018

Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. That’s why the online retailer now converses with its customers most frequently through text messages. Or are they?

Customer Service 79

Customer Service Policies Retail Case Study 79

ShepHyken

OCTOBER 10, 2018

He used the word guarantee to describe the results that I would experience. And then there are guarantees, promotions and contests that have “fine print” that is focused more on the company than the customer. I get that a company has to protect itself, but be careful not to offend or disappoint your customers.

Customer Service Training 124

Customer Service Training Loyalty Company Training 124

ShepHyken

JUNE 28, 2017

This was their Customer Experience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”. Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service.

Customer Service Training 104

Customer Service Training Customer Service Meeting Interaction 104

ShepHyken

SEPTEMBER 13, 2017

The words you say, the way you act, and your attitude toward your job and your customer are sometimes the difference between satisfactory and amazing. implies you want to do more for your customer. It’s the difference between taking an order and serving a customer. That’s fine and very nice. It’s actually very important.

Customer Service Training 97

Customer Service Training Communication Training Course 97

ShepHyken

MARCH 14, 2018

You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” Since customer service has become a center of attention for most companies (even though some still don’t get it right), “That’s not my department” is being heard less and less.

Wait Times 116

Wait Times Customer Service Training Customers Customer Service 116

ReviewTrackers

APRIL 7, 2021

Negative reputation, meanwhile, can drive away potential clients and increase customer churn. Customers won’t feel comfortable doing business with you if they feel like you’re not looking out for their best interests. Manage online reviews, social media, and customer feedback. Bank customers trust you with their data.

Banking 94

Banking Management Social Media How To 94

ShepHyken

OCTOBER 18, 2017

Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It can be the traditional customer service team who fields questions and complaints. The best customer support does several things.

Customer Service 169

Customer Service Metrics Customers Interaction 169

ShepHyken

JANUARY 10, 2018

Sometimes, the most common-sense customer service tips are the most important. A while back, I was talking to my lawyer about the “client service” I experience from him and his firm. The first question from one of the attorneys in the audience was, “Can you tell us something that we could do to make your experience better?”.

Customer Service Training 49

Customer Service Training Tips Customer Service Customer Experience 49

ShepHyken

OCTOBER 9, 2019

Maybe that’s the reason I’m so focused on creating amazing experiences for my clients and my clients’ customers—and, of course, everyone else. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. I’m a people-pleaser. I like to make everyone happy.

Course 119

Course Customer Service Training Customer Service Training 119

ReviewTrackers

APRIL 2, 2019

Negative reputation, meanwhile, can drive away potential clients and increase customer churn. Customers won’t feel comfortable doing business with you if they feel like you’re not looking out for their best interests. Manage online reviews, social media, and customer feedback. Bank customers trust you with their data.

Banking 90

Banking Management Social Media Financial 90

ShepHyken

FEBRUARY 14, 2018

What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. We already give great customer service. The point is that great customer service makes price less relevant. And what defines “exceptional” customer service?

Exceptional Customer Service 95

Exceptional Customer Service Study Customer Service Training Customer Service 95

ShepHyken

SEPTEMBER 27, 2017

The guy just didn’t want to get them, when a customer needed them. There must be a similar experience across all locations, regardless of size or where it is. Let’s switch industries and talk about an icon in the world of customer service. I walked by the first restaurant a few minutes later and there were plenty of spoons.

Brands 86

Brands Customer Service Training Online Experience Groups 86

ShepHyken

MAY 2, 2018

I decided to do the same, but my experience was the antithesis of his. Too many times I’ve asked a customer support rep a question and didn’t like the answer. For the customer, it’s the one they like the best. Inconsistent answers lead to customer confusion and a lack of confidence.

Hotels 91

Hotels Customer Service Training Training Conference 91

Blake Morgan

JUNE 13, 2023

      Most companies understand the importance of their frontline workers interacting with customers daily. But how many will build a customer experience strategy around them? It’s all in the name of trust and customer-centricity. Barry and his team meet daily to discuss the previous day’s customer interactions.

Contact Center 59

Contact Center Strategy Travel Customer Confidence 59

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. My Comment: Data and personalization ate HOT topics in marketing and customer experience. Some are exciting.

Net Promoter Score 84

Net Promoter Score Customer Service Self Service NPS 84

Service Untitled

SEPTEMBER 17, 2012

Our competitors are always within inches of grabbing our customers and clients with a better presentation, a better product, or a better service. So how do we build and maintain customer loyalty? Even negative feedback can help to bring about customer loyalty. Offer reward programs for loyal customers.

Loyalty 60

Loyalty Rewards Programs Customer Confidence Culture 60

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. Jordan knew that his customer didn’t send email spam.

Exercises 90

Exercises Customer Care Customer Service Training Customers 90

ShepHyken

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Retail Customer Experience) If service was an impulse encounter, what would be its features? Next thing you know, you buy it.

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

ShepHyken

JULY 19, 2017

He shared an excellent customer service example that can be summed up this way: Trust your customers and they will trust you. The quick version of the story is this: A farmer owns a fruit and vegetable stand where his customers pay on the honor system. He trusts his customers to do what’s right, and it pays off.

Conference 115

Conference Customers Customer Service Training System 115

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. They want channel guidance.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

ShepHyken

APRIL 18, 2023

For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. In other words, the ones that provide the best customer service and experience. Customers can predict their Amazon experience with almost 100% accuracy.

B2C 66

B2C B2B Customer Service Training Retail 66

ShepHyken

JANUARY 25, 2017

The Dollar Shave Club continues to impress me with their amazing customer service. I have used them as an example of how to create a membership experience , but now I want to focus on their ability to deliver amazing customer service. That’s what great customer-focused companies do! They just took great care of me.

Customer Service 48

Customer Service Customer Focused Customer Service Training Retail 48

ClientSuccess

OCTOBER 16, 2017

As any Customer Success Manager (CSM) can attest to, customer success is not merely the work of a single person or even a single department. Ensuring customers see success and thrive with a B2B product takes the work and input of an entire organization, from the CEO down to the last intern. It Brings Departments Together.

Culture 41

Culture Customer Success Company Customer Journeys 41

ShepHyken

SEPTEMBER 7, 2018

This week we feature an article by Michelle Nickolaisen about customer review programs. Accept that you may be reviewed by the customer. Because your team holds the keys to customer relationships, you do have a unique opportunity to enable marketing and sales. A review program. A review program. This is a problem for vendors.

Case Study 87

Case Study ROI B2B Study 87

Magellan Solutions

NOVEMBER 27, 2023

Have you heard that 81% of buyers say that experiencing good customer service increases their likelihood of making a repeat purchase ? Exceptional customer service is a guiding light, capturing attention amidst many options. Creating a memorable experience is more important than making sales.

Customer Service 52

Customer Service Exceptional Customer Service Customer Satisfaction Customer Centricity 52

ShepHyken

NOVEMBER 30, 2016

A good customer service experience is doing what you are supposed to do. Beyond satisfactory – and beyond good – is an exceptional customer service. And, according to Nate Spears, the Chief Operations Officer and Co-Founder of ClearSource, exceptional customer service is anything you do beyond that is better than just good.

Exceptional Customer Service 48

Exceptional Customer Service Customer Satisfaction Customer Service Social Media 48