Comm100

AUGUST 29, 2021

As storefronts have evolved, so too has customer service. Now more than ever, customers are empowered to expect more from businesses and get more in return. Customers expect flexibility across channels and a consistent experience no matter how they reach out. Be customer centric.

Omni-Channel 130

Omni-Channel Customer Service Strategies Training Customer Service 130

CSM Magazine

MAY 14, 2024

The saying “the customer is always right” has evolved into recognizing customer service as a crucial aspect of every business. Effective customer service training is a strategic imperative for businesses aiming to foster satisfaction, loyalty, and competitive advantage.

Customer Service Training 52

Customer Service Training Training Customer Service Customer Service Representative 52

Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront.

Customer Service Training 99

Customer Service Training Training Customer Service Competitive Advantage 99

Steve DiGioia

MAY 17, 2021

According to several employees and training manuals, Apple Inc’s sales associates are taught an unusual sales philosophy: not to sell, but rather to help customers solve problems. “Your job is to understand all of your customers’ needs—some of which they may not even realize they have,” one training manual says.

Customer Service 341

Customer Service e-support Self Service Customers 341

ShepHyken

DECEMBER 22, 2024

Here are the topics with plenty of commentary: 1) Start with what you have, 2) Automate where you can, 3) Consider outsourcing, 4) Build a self-service hub, 5) Use data to improve, 6) Be proactive, 7) Train on customer support, 8) Personalize, and 10) Build Loyalty. Connect with Shep on LinkedIn.

Customer Service 77

Customer Service Self Service Social Media Contact Center 77

Bill Quiseng

DECEMBER 6, 2021

Highlight your culture by introducing your core values, describing the empowerment processes that employees can use to exceed customer expectations and offering specific stories when employees went above and beyond for your customers. Don’t bore your employees with rote customer service training.

Customer Centricity 195

Customer Centricity Exceptional Customer Service Culture Customer Service Training 195

ShepHyken

DECEMBER 9, 2024

And when 75% of customers expect free returns, whats a retailer to do? Top Customer Experience Trends You Should Watch in 2025 by Scott Clark (CMSWire) Customer experience has become more than just a priority; it’s a competitive differentiator. Thats a lot of returns! Find out in this article.

Customer Service 74

Customer Service Ecommerce Self Service Omni-Channel 74

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. Redesign current processes and services.

Strategy 390

Strategy Customer Experience How To Customer Journeys 390

ShepHyken

JANUARY 21, 2025

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Customer Experience 80

Customer Experience Travel Customer Service Training Customers 80

ShepHyken

APRIL 23, 2024

The experience must, at a minimum, meet your customers’ expectations. That creates confidence and increases overall customer satisfaction. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Experience 139

Customer Experience Customer Service Training Advertising Training 139

ShepHyken

MARCH 30, 2025

Good people must then be properly trained and empowered to take care of customers. Finally, employees must be given the right tools they need to take care of customers. The benefit to getting the feedback allows you to understand customers expectations, improve products/services, identify friction, and more.

Customer Service 70

Customer Service Loyalty Feedback Contact Center 70

ShepHyken

SEPTEMBER 15, 2021

If the equipment we sold our customers ever broke down, we would come to them to pick it up and leave a replacement until theirs was fixed. . I would only hire the best people and train them to take care of our customers. . Our service would be impeccable. . The post Would Customers Pay to Do Business with You?

Hotels 171

Hotels Customer Service Training Retail Customers 171

Who's Your Gladys?

FEBRUARY 24, 2015

Best practices Communicating with Customers Customer Service customer service mindset customer service performance Developing People Dissatisfied customer Engagement Marilyn Suttle Mood Management Who''s Your Gladys? customer expectations Customer Service Articles customer service training'

Customer Service 100

Customer Service Customer Service Training Customer Expectations Training 100

ShepHyken

DECEMBER 29, 2024

BONUS Customer Experience Predictions for 2025: Expert Insights on AI, Leadership, and Human Connection by Dan Gingiss (Dan Gingiss) Our customer experience predictions for 2025 reveal a transformative shift in how businesses will connect with their customers. Connect with Shep on LinkedIn.

Customer Service 74

Customer Service Self Service Connections Social Media 74

Lumoa

NOVEMBER 17, 2022

Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX. Customer Experience in E-commerce Trend Predictions for 2023.

e-support 195

e-support Customer Experience Social Media Chatbots 195

ShepHyken

SEPTEMBER 9, 2020

Never lose sight of what the customer expects. Meeting that expectation may be all you have to do to surprise and delight. 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.

Customer Service Training 139

Customer Service Training Training Customer Service Customer Expectations 139

ShepHyken

MAY 27, 2020

I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Video 133

Video Customer Service Training Training Customer Service 133

ShepHyken

MAY 6, 2020

Not just your competition, but the best companies in the world that are creating new levels of customer expectations. How can you compare yourself to Amazon, Apple, Ritz-Carlton, and other iconic service-focused brands? How can you compare yourself to Amazon, Apple, Ritz-Carlton, and other iconic service-focused brands?

Customer Experience 134

Customer Experience Customer Expectations Customer Service Training Leadership 134

ShepHyken

OCTOBER 14, 2022

He shares the importance of developing online training resources for your customer service team and how to implement one for the success of your business. Your customer service team must be an asset to your organization. However, this is only possible if they are trained the right way. .

Training 77

Training Customer Service Competitive Advantage Customers 77

Comm100

DECEMBER 14, 2017

Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty. But delivering excellent customer experiences isn’t something that you can measure one time and not look to improve. Businesses need to keep innovating and improving their service, or risk being left behind.

Customer Experience 333

Customer Experience Strategy How To Effort Score 333

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. As a consultant, he guides clients who want to develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

MAY 5, 2021

The effort a customer makes to get the problem resolved – hopefully, it’s minimal effort – is ideally rewarded with an acceptable and expected resolution. In other words, if there is a problem, customers expect it to be handled appropriately, and when it is, they are usually happy to continue doing business with you.

Customer Service Training 160

Customer Service Training Customer Service Customer Experience Customer Expectations 160

Daniel Group

APRIL 10, 2023

CX Frontline Training: Are You Improving Your CX With Training? ” The way you communicate with customers over the phone and in person. Customer expectations around communication have become more stringent. Whether it is the impact of Amazon or not, customers want to be better informed during transactions.

Training 52

Training Customer Service Training Groups Knowledge Base 52

Vonage

OCTOBER 6, 2015

They could improve customer experience by putting their convenience second. Key learning point to improve customer experience. Service improvements in one industry soon impact customer expectations in another. The service I get from FedEx influences what I expect from airline and taxi companies.

Customer Experience 120

Customer Experience Airlines How To Customer Service Training 120

ShepHyken

SEPTEMBER 20, 2017

In other words, it is our customers’ perceptions that determine if we’ve provided good or bad customer service. The customer acts as the judge and jury. As a business, we can only hope that our efforts are in line with our customers’ expectations. I call it the service “mantra.” It’s something you do.

Customer Service 112

Customer Service Customer Expectations Customer Service Training Training 112

ShepHyken

DECEMBER 16, 2024

Loyalty Programs Are GrowingSo Are Customer Expectations by Ed Crouch, Ben Eppler, Lauren Taylor, Christina Mhlenbein, and Elizabeth Hearne (Boston Consulting Group) This article explains that the incentives companies offer in a loyalty program must go beyond points, perks, and cash. Connect with Shep on LinkedIn.

Loyalty Programs 62

Loyalty Programs Customer Service Contact Center Loyalty 62

ShepHyken

AUGUST 23, 2021

Reducing friction creates efficiencies, not only for the customer but also the business. Customers expect an easy and convenient experience with anyone they do business with. A great product delivered with a great customer experience that is also easy is a winning combination. It’s about customer service training.

Customer Service 19

Customer Service Customer Service Training Loyalty Programs Loyalty 19

ShepHyken

FEBRUARY 3, 2025

The 2025 Customer Service Transformation Report by Intercom (Intercom) For years, weve tracked gradual changes staffing struggles, rising customer expectations, the shift to digital-first. But AI has turned customer service upside down, forcing every team to rethink how they operate, scale, and deliver.

Customer Service 74

Customer Service Loyalty Programs Government Metrics 74

ShepHyken

MAY 10, 2021

(Fast Company) As the adoption of digital channels skyrockets, the businesses able to thrive are the ones that understand their customers’ needs and struggles. My Comment: I love the way this article starts: “The last 12 months have been a crash course in customer experience for business leaders.” That’s where empathy comes in.

Customer Service 160

Customer Service Net Promoter Score Self Service Knowledge Base 160

ShepHyken

DECEMBER 16, 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.

Company 157

Company Customer Service Customer Service Training Customers 157

ShepHyken

SEPTEMBER 8, 2024

Nine Areas of Focus for Improved Customer Service Training by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success. Here are my top five picks from last week.

Customer Service 86

Customer Service Self Service Loyalty Programs Customer Service Training 86

ShepHyken

SEPTEMBER 12, 2023

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.

Customer Service Training 152

Customer Service Training Customer Service Training Customer Experience 152

ShepHyken

JUNE 27, 2018

This is all part of the digital revolution, and the modern customer expects to have a consistent experience regardless of the channel. Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. Then along came emails, then chat, then chatbots.

Customer Service 90

Customer Service Chatbots Loyalty Customer Service Training 90

ShepHyken

JUNE 7, 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 What Has Changed in Customer Service? Follow on Twitter: @Hyken.

Customer Service 120

Customer Service Self Service Social Media Customer Service Training 120

ShepHyken

SEPTEMBER 1, 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. I challenge you to accept that fact and to do business accordingly.? .

B2B 150

B2B Comparison Healthcare Customer Service Training 150

ShepHyken

OCTOBER 25, 2021

This article emphasizes that customers may not be so quick to want to use an automated or digital system. Our customer service research indicates that 59% of customers prefer to go to the phone or email over digital channels. Read this article and learn more about what customers expect.

Customer Service 152

Customer Service Loyalty Programs Chatbots Loyalty 152

ShepHyken

NOVEMBER 21, 2018

People need to know they can count on your product, not just your customer support department. Customer Service and Support: It’s a given that everyone in your organization will deliver a level of customer service that meets, if not exceeds your customers’ expectations. Follow on Twitter: @Hyken.

Loyalty 130

Loyalty Customer Service Training Customers Tips 130