ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Lets kick off this week with a powerful statement: In 2025, delivering exceptional customer experiences (CX) is the difference between growth and decline. Custom Studio (Inc.

Loyalty Programs 62

Loyalty Programs Customer Service Contact Center Loyalty 62

ShepHyken

JUNE 3, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk. Qualtrics) If you’re ready to improve your customer experience, check out these 10 tips. My Comment: Another list!

Customer Service 119

Customer Service Social Media Survey Customer Confidence 119

ShepHyken

MARCH 22, 2017

Congratulations to Squaremouth , who just won a Gold Stevie Award for Customer Service Department of the Year – for the fourth time! For those that don’t know, the Stevie is an international business award that recognizes top performing organizations in several categories including customer service.)

Customer Service 88

Customer Service Customer Confidence Insurance Travel 88

ShepHyken

SEPTEMBER 8, 2024

Each week, I read many customer service and customer experience articles from various resources. Quality customer service will not only impress new customers but will also be a key motivator in their decision to stick around for the long term. Here are my top five picks from last week.

Customer Service 82

Customer Service Self Service Loyalty Programs Customer Service Training 82

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.

Banking 100

Banking Customer Service Representative Customer Confidence Customer Service Training 100

ShepHyken

SEPTEMBER 26, 2023

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. And if you really think you are 100% right and the customer support agent is wrong, consider ending the call and calling back to speak with a different agent who may respond differently. So that’s my advice for the customer.

Customer Service 139

Customer Service Social Media Customer Service Training Training 139

ShepHyken

MAY 4, 2018

This week we feature an article by Meyer Baron who writes about the essential stages of a winning customer experience. Smart companies promise a positive customer service experience, and they deliver. – Shep Hyken. Customer experience” means different things to different people. Who’s right?

Customer Experience 81

Customer Experience Advertising Sales System 81

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

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 89

Customer Service Chatbots Loyalty Customer Service Training 89

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 106

Customer Journeys Customer Service Employee Engagement Exercises 106

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. Number three may also be.

Customer Service 116

Customer Service Poor Customer Service Tips Hotels 116

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.

Customer Journeys 20

Customer Journeys Customer Service Social Media eBook 20

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?

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Culture Policies Customer Service Training Customers 134

ShepHyken

APRIL 25, 2018

There are many great customer service stories that can serve as a template for how to handle a problem. I always fall back on my five-step service recovery process to handle all complaints and problems. And, they didn’t get there by disappointing their customers. The customer tells other people.

Customer Confidence 65

Customer Confidence Customer Service Training Course Customer Service 65

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 89

Customer Service Automotive Tips Feedback 89

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

Loyalty Programs 71

Loyalty Programs Customer Service Self Service e-support 71

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 122

Customer Service Training Customers Loyalty Training 122

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 122

Customer Service Training Loyalty Company Training 122

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

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 100

Customer Service Training Customer Service Meeting Customer Experience 100

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 112

Wait Times Customer Service Training Customers Customer Service 112

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 89

Hotels Customer Service Training Training Conference 89

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 162

Customer Service Metrics Customers Interaction 162

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 96

Customer Service Training Communication Training Course 96

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 115

Course Customer Service Training Customer Service Training 115

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. And, the first thought that came to mind when asked how to improve the experience was basic common-sense: just return calls quicker.

Customer Service Training 47

Customer Service Training Tips Customer Service Customer Experience 47

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. That’s all they want?

Exceptional Customer Service 93

Exceptional Customer Service Study Customer Service Training Customer Service 93

ShepHyken

SEPTEMBER 5, 2023

I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” If a customer has a problem, issue or question, the speed in which you move them from concerned or upset to happy could be the difference between the customer coming back or not.

Customer Service 87

Customer Service Customer Service Training Customers Interaction 87

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. I began thinking about and conceptualizing this training during a drive home from Arkansas where I had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club.

Customer Service 53

Customer Service How To Customer Service Training Training 53

ShepHyken

SEPTEMBER 27, 2017

The guy just didn’t want to get them, when a customer needed them. You see, it doesn’t matter if it is an airport restaurant, a small kiosk or a full-service restaurant. There must be a similar experience across all locations, regardless of size or where it is. Obviously, there were spoons somewhere. You know the answer.

Brands 86

Brands Customer Service Training Online Experience Groups 86

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 111

Conference Customers Customer Service Training System 111

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

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 83

Net Promoter Score Customer Service Self Service NPS 83

Myra Golden

JULY 28, 2016

We created our customer experience eLearning portal to fully prepare frontline employees to deliver friendly, empathic and personable interactions over the phone, email and chat. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Call centers.

Training 40

Training Customer Service Customer Service Training Call Center 40

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. Impulse service on steroids by Chip Bell. My Comment: Part of an amazing customer experience can be driven by technology.

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

How To 40

How To Customer Service Training Video Training 40

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

How To 40

How To Customer Service Training Video Training 40