ShepHyken

JUNE 26, 2019

Let’s say a customer calls for support. Thanks to good CRM (Customer Relationship Management) software, the agent knows who this customer is, when they last called, what they called about, what they’ve bought in the past, etc. The post Predictive Customer Support appeared first on Shep Hyken. Crisis averted!

Customer Relationship Management 134

Customer Relationship Management Customers Customer Service Training CRM 134

ShepHyken

JUNE 22, 2022

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. In many situations, if not most, intent is more important than perfection. .

Customer Service Training 141

Customer Service Training Training Retail Communication 141

ShepHyken

NOVEMBER 11, 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.

Tips 165

Tips Customer Service Training Customer Service Training 165

ShepHyken

MAY 12, 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. For information, contact 314-692-2200. Follow on Twitter: @Hyken.

Course 168

Course Customer Service Training Retail Examples 168

ShepHyken

MARCH 17, 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. The post How to Care More About the Customer Than the Sale appeared first on Shep Hyken.

Sales 173

Sales How To Customer Service Training Customers 173

ShepHyken

OCTOBER 28, 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.

Culture 160

Culture Social Media Customer Service Training Customers 160

ShepHyken

AUGUST 23, 2021

How To Conduct the Best Customer Service Training (+ Top Training Programs) by Alejandra Zilak. Bluleadz) At the end of the day, you can invest all you want in fancy customer relationship management (CRM) tools and omnichannel communications. It’s about customer service training.

Customer Service 19

Customer Service Customer Service Training Loyalty Programs Loyalty 19

ShepHyken

JULY 29, 2019

(Totango) This is why customer success is critical now. We are running our business in a reality of today’s customer-centered economy. Enterprises reap the most benefits of nurturing customer relationships long-term in order to keep customers constantly satisfied. My Comment: Customer success is a hot topic.

Customer Service 122

Customer Service Customer Success Customer Service Training Measurement 122

ShepHyken

JULY 5, 2017

Traditional personalization came from remembering past customers, using their name, building rapport and other personal, human-to-human, interactions. A good customer relationship management program (CRM) could help in certain sales and support situations. So, let’s talk about what this really means. Follow on Twitter: @Hyken.

Marketing 104

Marketing Customer Relationship Management Conference Customer Service Training 104

ShepHyken

NOVEMBER 2, 2022

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 Five Ways to Make Customers Feel Special appeared first on Shep Hyken.

Customer Service Training 134

Customer Service Training Customer Retention Customers Sales 134

ShepHyken

MAY 3, 2021

(Total Retail) Successful e-commerce customer experience will be personally connected, inspiring and entertaining, video-based, and feel much more “human.”. My Comment: You can’t automate a customer relationship. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 116

Customer Service Entertainment ROI Retail 116

ShepHyken

AUGUST 5, 2019

Everyone talks about providing best-in-class customer experiences, about CRM strategies and solutions, and about the vital role CRM plays in catapulting companies forward as marketplace demands intensify. My Comment: CRM (Customer Relationship Management) is an important part of the customer experience.

Self Service 111

Self Service Customer Service CRM Infographics 111

ShepHyken

JUNE 20, 2018

Embrace technology – There are some awesome technologies out there that allow you to better connect with your customers and provide them a better customer experience. Chatbots, when used properly can give your customers quick answers to their most common questions. For information, contact 314-692-2200 or www.hyken.com.

Customer Service 102

Customer Service Social Media Chatbots Customer Relationship Management 102

ShepHyken

APRIL 3, 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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 133

Customer Service Training Training Customer Service Sales 133

ShepHyken

NOVEMBER 28, 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. The post Let Your Customers Tell Your Story appeared first on Shep Hyken.

Video 127

Video Social Media Customer Service Training Customers 127

ShepHyken

DECEMBER 5, 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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Policies 127

Policies Case Study Advertising Banking 127

ShepHyken

DECEMBER 28, 2016

Leadership may decide to purposely change their mindset – and even their company culture – from being customer-focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit into your customer-focused culture.

Culture 91

Culture Leadership Customer Focused Customer Service Training 91

ShepHyken

MAY 29, 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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Course 119

Course Interaction Customer Service Training Training 119

ShepHyken

JUNE 7, 2021

Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus™ to learn more about our customer service training programs. The post 5 Top Customer Service Articles of the Week 6-7-2021 appeared first on Shep Hyken.

Customer Service 141

Customer Service Loyalty Programs Customer Journeys Customer Centricity 141

ShepHyken

JANUARY 31, 2018

In a truly customer-focused organization, you might even see the gap reversed. In other words, the customer perceives the service they receive from a company is even better than that company’s leadership believes it to be. The post The Customer Service Gap appeared first on Shep Hyken.

Customer Service 110

Customer Service Leadership Customers Survey 110

ShepHyken

APRIL 25, 2018

And, they didn’t get there by disappointing their customers. On the contrary, they are very customer-focused, and this story is a perfect example. Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Confidence 67

Customer Confidence Customer Service Training Course Customer Service 67

ShepHyken

OCTOBER 3, 2016

Shep Hyken is a customer service expert, professional 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 or www.hyken.com. Follow on Twitter: @Hyken.

Airlines 125

Airlines Customer Service Infographics Customer Retention 125

ShepHyken

JUNE 22, 2016

Customer Experience. The conference was everything about CRM (customer relationship management). 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.

Meeting 85

Meeting Wireless CRM Conference 85

ShepHyken

AUGUST 31, 2016

So maybe the people at Headsets.com aren’t dealing with sensitive information like a bank or insurance company, but the point is once you have given any information to a customer support rep, you shouldn’t have to repeat it again. so that the next person doesn’t have to ask the customer to repeat the story. Follow on Twitter: @Hyken.

Insurance 90

Insurance Banking Customer Relationship Management Customer Service Training 90

ShepHyken

JUNE 17, 2018

I especially like number four, which is to offer something original – that the customer can’t get anywhere else. How Good Are Your Customer Relationships, Really? Industrial Distribution ) Listening to those around me, Southwest has created a lot of loyal customers. by Troy Harrison. How did they do it?

Customer Service 83

Customer Service Airlines Retail Tips 83

ShepHyken

OCTOBER 24, 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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Hotels 111

Hotels Automotive Survey Interaction 111

ShepHyken

AUGUST 2, 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 Which Customers Do You Want to Keep? For information contact or www.hyken.com.

Sports 166

Sports Customer Service Training Customers Connections 166

ShepHyken

NOVEMBER 29, 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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Retail 103

Retail Customer Service Training Training Customer Service 103

ShepHyken

JULY 2, 2018

My Comment: We kick off this week’s Top Five articles with a combo article and infographic on different types of “difficult” customers and how to handle them. Suggestions in the form of short bullet points will have you managing these customers’ experiences like a pro. Sometimes, humor is serious business! Follow on Twitter: @Hyken.

Customer Service 75

Customer Service Infographics B2C Tips 75

ShepHyken

JANUARY 24, 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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Hotels 105

Hotels Conference Meeting Fashion 105

ShepHyken

JUNE 14, 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. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Policies 97

Policies Customer Service Training Training Customer Focused 97

ShepHyken

MAY 30, 2018

Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. Solve Your Customers’ Problems appeared first on Shep Hyken.

Transportation 98

Transportation Conference Sports Customer Service Training 98

ShepHyken

JANUARY 10, 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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 49

Customer Service Training Tips Customer Service Customer Experience 49

ShepHyken

JULY 26, 2021

Even if you don’t have a large contact/customer support department, you will get something out of this article, especially the first section which highlights just how important and skilled someone on the front line needs to be. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 109

Customer Service Contact Center Customer Retention Poor Customer Service 109

ShepHyken

AUGUST 23, 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. For information contact or www.hyken.com. Follow on Twitter: @Hyken. The post Pay Attention!

Customer Service Training 95

Customer Service Training Interaction Customer Experience Training 95

ShepHyken

JUNE 4, 2018

Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. CustomerThink) Known in customer relationship management (CRM) circles as the “Godfather of CRM,” Greenberg suggests businesses are better off consistently meeting their customer’s expectations. Follow on Twitter: @Hyken.

Customer Service 77

Customer Service Airlines CRM Social Media 77

ShepHyken

JANUARY 13, 2020

There are some good insights and ideas here, and after reading the article, you may think the title should have been, “What Does It Take to NOT Lose a Customer.” You’ll read three ideas, and the second is my favorite, which focuses on creating advocacy, not loyalty. Follow on Twitter: @Hyken.

Customer Service 72

Customer Service Retail Customer Journeys B2C 72