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. Trust inspires confidence with your customers.

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

JULY 29, 2020

So be bold with your marketing, your products and your innovations, but be boring when it comes to customer service and experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Experience 261

Customer Experience Customer Service Hospitality Customer Service Training 261

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. Steve Jobs had the goal of giving a customer something they didn’t know they needed or wanted until they actually started using it.

Customer Service 116

Customer Service Poor Customer Service Tips Hotels 116

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. Validation needs to be a part of the customer experience.

Customer Service 162

Customer Service Metrics Customers Interaction 162

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

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. Yet customers also want to enjoy a digital experience with little or no friction. Follow on Twitter: @Hyken.

Customer Journeys 106

Customer Journeys Customer Service Employee Engagement Exercises 106

ShepHyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. My Comment: Customer service starts on the inside, starting with employees. My concept of The Employee Golden Rule is about treating employees the same way you treat customers, if not even better.

Customer Journeys 20

Customer Journeys Customer Service Social Media eBook 20

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

JUNE 8, 2022

As it applies to customer experience (including customer service), it is often the little details that move the experience from average to amazing. It’s usually just “little things” – details that often are almost unnoticed – that give our customers confidence and help create customer amazement. .

Customer Confidence 130

Customer Confidence Customer Service Training Customer Service Customer Experience 130

ShepHyken

SEPTEMBER 5, 2023

I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. But today’s answer is not just timely, but also timeless. Connect with Shep on LinkedIn.

Customer Service 87

Customer Service Customer Service Training Customers Interaction 87

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

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. Digiday) Overstock.com knows the days are long gone when people would call or email about problems with its products or service.

Customer Service 79

Customer Service Policies Retail Case Study 79

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

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. Phone Is King for Customer Experience by Blair Pleasant. (No 5 Predictions On The Future Of Customer Service by Mikhail Naumov.

Net Promoter Score 83

Net Promoter Score Customer Service Self Service NPS 83

ShepHyken

OCTOBER 5, 2016

Like perfection is not reality, the concept of consistently WOWing customers is a lofty, if not impossible goal to achieve. WOW levels of customer service and experience are opportunities that typically fall in our lap in the form of complaints or problems we can resolve – or isolated opportunities to just do something special.

Hotels 133

Hotels Customer Service Training Leadership Customer Service 133

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

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. For information on The Customer Focus customer service training programs, go t o www.thecustomerfocus.com.

Customer Confidence 65

Customer Confidence Customer Service Training Course Customer Service 65

ShepHyken

DECEMBER 26, 2018

Customer service: You love the way they treat you. When you figure out a customer’s Why and can scale it to meet the reasons and needs of a larger group, you connect on another level that brings customers back, again and again. The loyalty to the company is because of price, not the company. Follow on Twitter: @Hyken.

Culture 134

Culture Policies Customer Service Training Customers 134

ShepHyken

FEBRUARY 16, 2022

Creating an educational experience is a powerful customer experience strategy. Just make your customers smarter. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. It’s simple. Follow on Twitter: @Hyken. Copyright © MMXXI, Shep Hyken).

Customer Experience 133

Customer Experience Customer Service Training Customers Loyalty 133

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. Customer service expert Chip Bell has come up with a concept he calls “impulse service.”

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Email Writing: 3 elements of a great email customer experience.

Customer Service 53

Customer Service Course Training Customer Service Training 53

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

Myra Golden

JULY 28, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Email Writing: 3 elements of a great email customer experience.

Training 40

Training Customer Service Customer Service Training Call Center 40

ShepHyken

OCTOBER 10, 2018

Whether it’s a special offer, such as “All You Can Eat” at a restaurant, a promise to do anything , or a guarantee of the work you deliver to the customer, there is only one way this works, and that is that you honor your offer, which is the same as honoring your word. That’s what builds confidence, trust and loyalty.

Customer Service Training 122

Customer Service Training Loyalty Company Training 122

ShepHyken

DECEMBER 19, 2018

So, how much do your customers trust you? 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. Follow on Twitter: @Hyken.

Customer Service Training 122

Customer Service Training Customers Loyalty Training 122

ShepHyken

OCTOBER 9, 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. Start by showing up on time. The time is now—so don’t be late! Follow on Twitter: @Hyken.

Course 115

Course Customer Service Training Customer Service Training 115

ShepHyken

OCTOBER 31, 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. Your colleagues at work will appreciate you. And, you’ll appreciate you!

Sports 114

Sports Customer Service Training Examples Training 114

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’s a smart man. He gets it. Follow on Twitter: @Hyken.

Conference 111

Conference Customers Customer Service Training System 111

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 40

Customer Service How To Customer Service Training Training 40

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. Follow on Twitter: @Hyken.

Customer Service Training 100

Customer Service Training Customer Service Meeting Customer Experience 100

ShepHyken

MAY 2, 2018

Customers need to know when there are problems or they have questions that they are dealing with knowledgeable and smart people. I preach customer service and soft skills training. Anything less and customers may move on. But, this is all about the facts. For information, contact 314-692-2200 or www.hyken.com.

Hotels 89

Hotels Customer Service Training Training Conference 89

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? Then do it!

Exceptional Customer Service 93

Exceptional Customer Service Study Customer Service Training Customer Service 93

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. Taking three days to call someone back shows a lack of focus, if not a lack of concern, for the customer – whether it’s true or not.

Customer Service Training 47

Customer Service Training Tips Customer Service Customer Experience 47

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. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen. Follow on Twitter: @Hyken.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

ShepHyken

SEPTEMBER 13, 2017

Properly structuring the words you use can be a powerful way to not only communicate better but to deliver a better customer experience. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 96

Customer Service Training Communication Training Course 96

ShepHyken

MAY 25, 2016

It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience. In the process of the interview, I asked Nate about his favorite customer service story. Find a way to prove to your customers that they can always count on you. Follow on Twitter: @Hyken.

Exercises 90

Exercises Customer Care Customer Service Training Customers 90