ShepHyken

SEPTEMBER 17, 2024

Recently, he shared the story of a wealthy customer who entered a luxury store and asked to see a $25,000 chess set. The customer wasn’t dressed well, and the salesperson made the assumption that she couldn’t afford to buy it. Making Assumptions About Customers Can Be Costly. You just don’t know.

Customer Service Training 144

Customer Service Training Customers Customer Service Customer Experience 144

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 101

Return on Investment Financial Customer Service Training Customers 101

ShepHyken

OCTOBER 3, 2023

Whoever said “the customer is always right” didn’t hear this about this story. A customer walked into a Little Caesars restaurant and became angry when he was told he would have to wait a few minutes for a pizza. I’ve said it before – I don’t agree with the saying that the customer is always right. Fire them as a customer.

Customer Service Training 159

Customer Service Training Training Customers Customer Service 159

ijgolding

AUGUST 12, 2014

It is impossible to ignore the fact that customer service has gone all social on us. Part of the problem is that customers do not recognise channels – they recognise the company they are interacting with. So why are companies still not dealing with ‘social customer service’ very well?

Social Media 230

Social Media Customer Service Customer Experience Roadmap 230

ShepHyken

APRIL 16, 2024

This experience reminded me of a chapter from my book, Be Amazing or Go Home. While this applies to any job in any type of company, I want to emphasize the importance of thinking this way as it applies to the customer experience. She was friendly and funny, and her positive attitude about her job inspired us. Don’t be ordinary.

Hotels 157

Hotels Customer Service Training Customer Service Training 157

ShepHyken

MARCH 12, 2024

Last week, I wrote an article that compared the different concert experiences I had with two rock legends, Bob Dylan and Ringo Starr. The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction ? What are the adjectives that customers use to describe you?

Advertising 157

Advertising Customer Service Training Interaction Customer Experience 157

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 86

Loyalty Programs Customer Service Training Video Customer Service 86

ShepHyken

APRIL 9, 2024

What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. They found that up to 40% of satisfied customers don’t come back – even though they are satisfied! The experience was average – not bad, but not great either.

Customer Service Training 147

Customer Service Training Customers Customer Service Study 147

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 89

Customer Service Customer Service Training Customers Customer Experience 89

ShepHyken

JULY 8, 2024

I told an employee to stop complaining about her fellow employees in front of us, her customers. Think about the last time you called a company’s customer support number with a complaint and it was handled perfectly. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Sports 147

Sports Customer Service Training Customer Service Training 147

ShepHyken

OCTOBER 10, 2023

It’s about the entire customer experience. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant. It’s the value provided in the customer experience. The title of this article may sound like a lesson in sales, but it’s much bigger than that.

Culture 155

Culture Customer Service Training Employee Experience Course 155

ShepHyken

OCTOBER 1, 2024

If you’re reading this article the day it comes out, then next week – the first full week of October – is Customer Service Week. There’s nothing wrong with acknowledging customers during this week. There’s nothing wrong with acknowledging customers during this week. I encourage it. Your employees!

Customer Service 93

Customer Service Exercises Video Customers 93

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. How fast do you respond to customers? Customers appreciate a quick response.

Customer Service 163

Customer Service Tips Guidelines Policies 163

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. In an age where products and services are often similar, it’s the memorable and positive interactions that truly distinguish one brand from another. The first is from the customer’s experience.

Customer Service 70

Customer Service Contact Center Average Handle Time Customer Service Strategies 70

ShepHyken

NOVEMBER 14, 2023

Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. Before you can have a strong customer experience, you must have a good employee experience. If one of your customers speaks the same language, doesn’t it make sense to let that employee talk to the customer?

Employee Experience 155

Employee Experience Insurance Culture Customer Service Training 155

ShepHyken

JANUARY 16, 2024

When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. It’s what our customers say. It’s just our perception.

Customer Service 149

Customer Service Customer Centricity Customer Service Training Survey 149

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. Here’s why this is important to you, even if you aren’t in a customer-facing role. Does the Customer Come Back?

Metrics 158

Metrics Customer Service Measurement NPS 158

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 89

Customer Service Customer Service Training Customers Loyalty 89

ShepHyken

JULY 30, 2024

The Dark Side of service is just bad. The opposite is what I teach in my CX keynote speeches and customer service training program. Here are some Dark Side and Shep Side examples: Dark Side: Making customers wait for long, unreasonable lengths of time. Shep Side: Customers don’t wait. The next time, they aren’t.

Customer Service 91

Customer Service Policies Customer Service Training Training 91

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? As she moved into this role, she realized the opportunities that would come from providing a better customer experience.

Customer Service 164

Customer Service How To Exercises Customer Service Training 164

ShepHyken

MAY 30, 2023

The owner of this four-office podiatry practice with seven doctors and 25 staff members, Dr. Mark Green, has always focused on creating a positive, unique and frictionless patient experience. No pun intended.) His answer was to create an on-hold experience that would make people say, “Please put me back on hold!”

Wait Times 160

Wait Times Customer Service Training Customer Service Customer Experience 160

ShepHyken

SEPTEMBER 19, 2023

So, what does this have to do with business, specifically customer service and CX? In the customer service world, we should create a “game plan” to deliver an experience that is perfect, never requiring a customer to reach out to us because of problems. Plenty! In any team sport, the goal is to win.

Customer Service 144

Customer Service Effort Score Sports Conference 144

ShepHyken

SEPTEMBER 12, 2023

As customers, we appreciate it when someone we’re doing business with does more than we expect. Even if we don’t consciously recognize it when it’s happening, the value of that “something extra” makes us enjoy the experience and want to come back. As a customer, which employee would you want to do business with?

Customer Service Training 152

Customer Service Training Customer Service Training Customer Experience 152

ShepHyken

MAY 28, 2024

Surprising customers with something they weren’t expecting doesn’t have to be expensive. For years, I’ve shared the story of a cab driver who surprised his customers with a newspaper, a bottle of water and a side trip to see a famous local landmark. In many cases, it can be very inexpensive or even free.

Hotels 98

Hotels Customer Service Training Customers Tips 98

ShepHyken

APRIL 30, 2024

When I’m asked to give a customer experience keynote speech , one of the points I like to make is the importance of simplifying the complicated. And we must do the same in business. Customers don’t want or like complication, confusion, or friction. So, let’s take this concept to the next level.

Entertainment 99

Entertainment Sports Financial ROI 99

ShepHyken

DECEMBER 6, 2023

In a confrontation with a customer, you have a goal: win the customer , not the argument. I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. It’s not about blame.

Customer Service Training 155

Customer Service Training Customers Interaction Customer Service 155

ShepHyken

AUGUST 20, 2024

Is it the customer service or experience you provide? Is there something tangible that your customer could describe that proves you are better? Why not both – especially as this idea applies to customer service and experience? As important as customer service and CX are, the bar is fairly low.

Customer Service Training 93

Customer Service Training Customer Expectations Meeting Customer Service 93

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 142

Customer Service Social Media Customer Service Training Training 142

ShepHyken

MARCH 26, 2024

There is some very practical wisdom in these motivational and inspiring quotes that we can apply to the customer service and CX world. Think of the best customer experiences you have had. They made your experience enjoyable and easy. It is incredibly complicated, but the Amazon experience is so easy!

Entertainment 93

Entertainment Sports Customer Service Training Training 93

ShepHyken

JUNE 4, 2024

Take a walk in your customers’ shoes and experience everything they go through. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Take time to actually go through the process rather than look at it on paper or a whiteboard. Connect with Shep on LinkedIn.

Customer Service Training 93

Customer Service Training Customer Service Software Customer Experience 93

ShepHyken

OCTOBER 31, 2023

But if the company leaders know how much they can give away without losing money and incorporate it into a competitive price, they may have a value proposition that gets and keeps customers. Southwest Airlines is the perfect example of this. It markets the heck out of Two Bags Fly Free®. On the contrary, I’m a huge fan of free.

Airlines 139

Airlines Customer Service Training Marketing Customer Service 139

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 103

Customer Service Training Training Customer Service Marketing 103

ShepHyken

JULY 2, 2024

More and more, customers are open to using self-service solutions. Our customer experience research shows that while customers might prefer the human touch, some expect digital, self-service solutions. And it’s not just in customer service. Or, train the customer while you help them.

Self Service 96

Self Service Training Contact Center Customer Service Training 96

ShepHyken

AUGUST 8, 2023

CX is the abbreviation for customer experience. Somehow, someone decided X is a better abbreviation for experience than E is. For example, there is UX, or user experience , which is the experience the customer has with your products and services. DX stands for digital experience. Label them.

Customer Service Training 117

Customer Service Training User Experience Customer Experience Employee Experience 117

ShepHyken

OCTOBER 17, 2023

That may be the case for the cat, but it’s not so in the world of customer service. A good customer service rep, salesperson, or anyone interacting with a customer should be curious. The idea of curiosity in customer service is simple. You may even let the customer know you’re taking notes.

Customer Service Training 150

Customer Service Training Customer Service Interaction Customer relationships 150

ShepHyken

AUGUST 6, 2024

Recently, I had the privilege of being a keynote speaker on customer experience at a company’s quarterly event. Following the speech, the CEO shared an insight into their approach to customer service and CX, comparing it to a medical emergency room. Put another way, it’s one thing to fix problems.

Hospitality 86

Hospitality Customer Service Training Customers Customer Service 86

ShepHyken

MAY 24, 2023

No matter how hard you try to please some customers, they aren’t happy. And speaking of reality, no matter how good you are at creating an amazing customer experience, the customer’s perception counts. However, I didn’t have the same experience. Other customers are very nice people just having a bad day.

Sports 136

Sports Hospitality Customer Service Training Customers 136