ShepHyken

JANUARY 30, 2024

Many companies still believe that customer service is what happens when something goes wrong. However, that is only one part of customer service. The bigger picture is that customer service happens throughout a customer’s entire experience while doing business with you.

Customer Service Training 99

Customer Service Training Training Customer Service Marketing 99

ProProfs Chat

MAY 1, 2020

Did you know that 56% of people around the globe believe that companies need to take action on feedback provided by their customers? Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. Watch & Learn: How to Create an Online Training Course.

Customer Service Training 85

Customer Service Training Training Customer Service e-support 85

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. One of the questions had to do with creating a personalized experience. . So, how well do you know your customers?

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

ShepHyken

JANUARY 5, 2022

I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. This prompted BarkBox to reach out to its customers in the areas that were hit hardest. It was about showing care.

Customer Experience 174

Customer Experience How To Touchpoint Communication 174

ShepHyken

APRIL 23, 2024

but when it comes to taking care of the customer, they fail. This made me think further about how cars are maintained, and it’s not much different from how you would want to run your business. Assuming you have a good product, you want to create processes that are customer- and employee-friendly. Connect with Shep on LinkedIn.

Customer Experience 136

Customer Experience Customer Service Training Advertising Training 136

ShepHyken

FEBRUARY 25, 2025

You want to experience a positive force. We have all been victims of a customer service or experience farce. We value your feedback Some companies make a big deal about wanting you to fill out their surveys to get feedback, with the idea that your suggestions and comments will help future customers.

Policies 130

Policies Customer Service Training Feedback Customer Service 130

ShepHyken

JANUARY 28, 2025

A Repeat Customer Is a Loyal Customer: No, they are just a repeat customer. As soon as a competitor has a better location or a lower price, dont be surprised to see the loyal customer disappear. Customer Loyalty Programs Create Loyal Customers: Loyalty programs are usually about points, perks and discounts.

Loyalty Programs 90

Loyalty Programs Customer Service Training Training Culture 90

ShepHyken

NOVEMBER 3, 2021

There have most likely been times that many of us have fallen short in taking care of our customers. It could be that a competitor is delivering a better experience. First, there must be a way to measure the experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Hospitality 167

Hospitality Customer Experience Hotels Feedback 167

Russel Lolacher

DECEMBER 10, 2019

” Over the years, many a branded platform has been launched, with little to no long-term social media customer service strategy… or even a short-term one. Why do you want to be on social media to serve your customers? What does success look like for your customer service efforts? Social media training?

Social Media 102

Social Media Customer Service Strategies Strategy Customer Service 102

ShepHyken

FEBRUARY 13, 2024

Functionality versus customer experience: Do they belong together? And both dealerships – Ford and Ferrari – provide stellar customer service. While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example. The Ford costs about $25,000.

Customer Experience 142

Customer Experience Transportation Hotels Airlines 142

ShepHyken

FEBRUARY 4, 2025

I recently talked with one of those experts, Gabriel Masili of Granicus, a company that provides government agencies worldwide with technology and support that creates a better citizen experience. Not only does Granicus create a good CX for its customers, but it also helps its customers create a great experience for their customers.

Feedback 87

Feedback Government Hotels Customer Service Training 87

ShepHyken

DECEMBER 3, 2024

I’ve done a lot of business with this company over the past five years, and it’s always been a great experience. Then, as mentioned, I recently had a bad experience. I told them I’ve enjoyed doing business with them, but in my recent experience, they made several mistakes. Yes, it happens!) Acknowledge the customer!

Survey 82

Survey Customer Service Training Feedback Customer Service 82

ShepHyken

OCTOBER 15, 2024

Good customer service becomes noticeable for two reasons: A company or brand can be known for amazing customer service and experience. Customers may notice the employees’ attitude, how easy they are to do business with and more. However, over time, customers will notice that there are never problems.

Customer Service 85

Customer Service Customer Service Training Customers Customer Experience 85

ShepHyken

DECEMBER 10, 2024

How to handle angry customers is a topic Ive covered in the past. Ive been reading a lot about how the tough economy can cause customer frustration or anxiety. Maybe this is part of why some customers lash out at employees when theres a problem. Or maybe, as Ive written about many times, the customer is more demanding.

Customer Service Training 85

Customer Service Training Training Customers Customer Service 85

ShepHyken

OCTOBER 29, 2024

So, here’s a question for you: Are you confident your customer service and CX won’t scare your customers away? If you do any of these, your customers will love you – nothing scary about that – but your competition will be scared their customers might find out and switch to you. Customers love prompt responses.

Loyalty Programs 82

Loyalty Programs Customer Service Training Video Customer Service 82

ShepHyken

NOVEMBER 12, 2024

That made me wonder about the reasons good companies lose customers. I don’t think there’s a company on the planet that can please every customer every time, although that’s a lofty goal and the theme of one of my books, Amaze Every Customer Every Time. It’s unrealistic to think you could retain 100% of your customers forever.

Return on Investment 99

Return on Investment Financial Customer Service Training Customers 99

ShepHyken

JANUARY 31, 2023

Many years ago, a friend shared some advice with me: It doesn’t cost much more to enjoy a first-class experience. He was referring to spending just a little more in certain situations to get much more out of the experience. Looking back, I did what most good people – or companies – would do for their customers.

Customer Service 143

Customer Service Customer Experience Hotels Customer Service Training 143

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction.

Self Service 139

Self Service Customer Experience Customer Service B2C 139

Ecrion

JULY 22, 2019

Every year, businesses lose over $75 billion in potential revenue thanks to one thing: poor customer service. And while studies show that about 1 out of every 26 customers complain about poor customer service, over 90% of those dissatisfied customers simply stop working with your business — and never come back.

Customer Service Training 78

Customer Service Training Training Customer Service Customer Journeys 78

Integrity Solutions

FEBRUARY 12, 2021

Most companies like to say they provide great customer service and deliver it with integrity, but what does that really mean? Have you created a customer service strategy that defines those expectations? . For example, do they know not to speak to customers in a bored or impatient tone? By Steve Schmidt.

Customer Service Strategies 75

Customer Service Strategies Strategy Customer Service Company 75

ShepHyken

FEBRUARY 16, 2022

When you make a customer smarter, at least two things are happening. One, you’re showing off your knowledge in such a way that is all about the customer, and not just about how much you know. Confidence is very important to get a customer to not just buy but to come back and buy some more. Just make your customers smarter. .

Customer Experience 133

Customer Experience Customer Service Training Customers Loyalty 133

ShepHyken

NOVEMBER 26, 2024

The slogan originated from the restaurant’s founder, Gus Belt, who would bring a barrel of steaks into the restaurant and grind them into burgers in front of the customers. It was meant to reassure customers that the burgers were made with fresh, wholesome ingredients. They want you to be happy with how they deliver their CX.

Brands 80

Brands Loyalty How To Policies 80

ShepHyken

JANUARY 11, 2023

Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). Most businesses today use technology to meet their customers’ needs.

Employee Experience 130

Employee Experience Customer Experience Self Service Call Center Experience 130

ShepHyken

FEBRUARY 18, 2025

He shared an amazing answer: The enemy of customer service is pride. If youve been following my work, you know one of my favorite concepts is The Customer Is NOT Always Right ! Lets use that as a starting point to understand how pride can be the enemy of customer service. Or maybe the customer is argumentative.

Customer Service 97

Customer Service Policies Customer Service Training Customers 97

ShepHyken

OCTOBER 22, 2024

In the customer service world, we’re contacted by customers who have questions and problems. is an opportunity for a positive customer service conversation right from the start. Words that we use can help drive the positive experience. A conversation that begins with the three words, “How do I …?”

Customer Service 85

Customer Service Customer Service Training Customers Loyalty 85

ShepHyken

MARCH 4, 2025

How would you like to know what made a customer angry or sad, leading them to leave a negative review? I had a sit-down with Michael Podolsky, the CEO of PissedConsumer.com , a sounding board for consumers to leave comments and reviews when they cant get the customer service they want or deserve. Direct feedback is a gift.

How To 80

How To Exercises B2B Feedback 80

ShepHyken

MARCH 30, 2022

We just released our annual customer service research where we surveyed more than 1,000 consumers and asked what customer service experiences are most likely to cause you to come back. All a typical customer wants is for someone to be nice to them, with a willingness to take care of them.

Customer Service Strategies 68

Customer Service Strategies Customer Service Strategy Self Service 68

ShepHyken

MARCH 11, 2025

With all the talk of AI, ChatGPT and more, Im often asked when interviewed, Whats changed in customer service? For thousands of years actually about 3,775 years when customers have had a problem or question, they have contacted the company they are doing business with and hoped that it would be resolved to their satisfaction.

Customer Service 82

Customer Service Self Service Chatbots Customer Service Training 82

ShepHyken

FEBRUARY 12, 2025

AI is reshaping customer service and customer experience faster than we could ever imagine. Smart companies have found the balance between the human touch and the digital experience. The book is filled with practical strategies and tactics to help organizations leverage AI while maintaining the personal touch.

Customer Service 82

Customer Service Strategy Chatbots Customer Service Training 82

ShepHyken

JULY 28, 2021

One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement. For example, your customers might say: “They are always so helpful.”. Often, they are really just one person the customer is interacting with.

Customer Service Training 165

Customer Service Training Training Meeting Customer Service 165

ShepHyken

AUGUST 21, 2019

It is an example of excellent customer service. Then there were other “should haves” that might make the customer’s experience better. A snack box to give your customers a little something they weren’t expecting. Water bottles to give to customers. I refer to this list as Customer-Focused Musts.

Customer Experience 129

Customer Experience Insurance Customer Focused Customer Service Training 129

ShepHyken

DECEMBER 18, 2019

Last week, I shared ten ideas to drive a better customer experience in 2020. Without any further delay, here are ten more ways to create a better customer experience in 2020. Create your customer service mantra. The mantra is a simple phrase—one sentence or less—that sums up your customer service culture.

Customer Service 124

Customer Service Customer Experience Tips Social Media 124

ShepHyken

JANUARY 14, 2025

One of our Shepard Letter subscribers recently asked, How come you didnt do an article on customer service or experience New Years resolutions? So, here are seven customer service and CX resolutions that are easy to keep: Respond quickly to customers Quick response to customers increases their confidence in you.

Customer Service 68

Customer Service Policies Customer Service Training Feedback 68

ShepHyken

JANUARY 7, 2025

Here is the best from 2024: Rip the Band-Aid Off Communication : Communication is a cornerstone of the customer experience. Customer Service Week 2024 : This special week is celebrated the first full week of October. It may be someone elses fault, but to the customer, you are the company. Find ways to be simple!

Retail 77

Retail Video Customer Confidence Culture 77

ShepHyken

DECEMBER 11, 2019

With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. Here are the first ten of twenty ideas as to how you can up your customer service game in 2020. Don’t waste your customers’ time. Stay in touch.

Customer Service 118

Customer Service Customer Experience Fashion Video 118

ShepHyken

AUGUST 5, 2020

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? Is it people who aren’t properly trained or don’t have the right people skills? For information, contact 314-692-2200 or www.hyken.com.

Customer Service 161

Customer Service How To Exercises Customer Service Training 161

ShepHyken

DECEMBER 12, 2023

Customer service and customer experience (CX) are more than what happens after the sale. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more.

Sales 96

Sales Customer Experience Tips Customer Service Training 96