ShepHyken

AUGUST 21, 2019

It is an example of excellent customer service. A snack box to give your customers a little something they weren’t expecting. Water bottles to give to customers. The article made me think about how all businesses should have a “should have” list, especially if you want your customers to have a certain experience.

Customer Experience 130

Customer Experience Insurance Customer Focused Customer Service Training 130

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. Which is Your CX Priority: Satisfied Customers or Profit? LinkedIn) What should your ultimate goal be when designing your customers’ experiences? This article reminds of this strategy.

Customer Service 124

Customer Service Leadership Ecommerce Culture 124

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. So, how well do you know your customers? We surveyed 1,000 consumers in the U.S. Consider this: . Here’s an example.

Airlines 174

Airlines Customer Experience Survey Customer Service Training 174

ShepHyken

MAY 22, 2019

The customer on the phone – or in person – is raging mad. You’re ready to take the lashing this customer is about to give you. You know you personally did nothing to offend and upset this customer. But somebody did something, or something happened, that made this customer want to lash out at you. Imagine this.

Customer Focused 134

Customer Focused Customer Service Training Customers Customer Service 134

ShepHyken

APRIL 13, 2022

Just out of college I started my career as a customer service expert. It was a chosen profession that had its roots in something that happened to me when I was younger, an event that caused me to become obsessed with customer service. . These lessons laid the foundation that ignited my passion for customer service.

Self Service 141

Self Service Customer Service Customer Focused Customer Service Training 141

ShepHyken

SEPTEMBER 15, 2021

Think about this … what if you were to charge a customer just to talk to you about what you would sell them? What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? How good your customer service is. My customers would never have to wait on hold. .

Hotels 171

Hotels Customer Service Training Retail Customers 171

ShepHyken

AUGUST 12, 2020

It’s a genuine “thank you” or another comment to share your appreciation for your customer. That’s a great customer service strategy—just be nice! Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. I’m in the process of writing a new book.

Customer Service Strategies 144

Customer Service Strategies Customer Service Training Customer Service Strategy 144

ShepHyken

DECEMBER 29, 2021

There was a longer than usual line, and some of the customers were becoming frustrated. The customers were frustrated. That’s when a staff member asked the customers to please be patient, and they excused themselves for about two minutes, stepping away to discuss the problem. . The customers were happy to comply. .

B2B 149

B2B Customer Service Training Customers Retail 149

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 165

Customer Service How To Exercises Customer Service Training 165

ShepHyken

JULY 22, 2020

I was on a customer support call with a software company and their rep said, “I’ll need to talk to my manager. This is the customer service rep I want to talk to every time I call the company. When it comes to customer service, I’m in alignment with the second definition. Bad service has no place in any company.

Poor Customer Service 168

Poor Customer Service Customer Service Training Software Sales 168

ShepHyken

JANUARY 5, 2022

I love to receive great examples of outstanding customer service. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers. This prompted BarkBox to reach out to its customers in the areas that were hit hardest.

Customer Experience 174

Customer Experience How To Touchpoint Communication 174

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. million customers.

Customer Service 126

Customer Service Airlines Tips Customer Service Strategies 126

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 159

Customer Service Training Customers Interaction Customer Service 159

ShepHyken

JUNE 9, 2021

Everybody has angry customers. Some customers are angry because they have a complaint. Whatever the reason, you must know how to handle angry customers. In our customer service training workshops , we provide a number of tactics to manage these difficult customer situations. Listen to your customer.

Customer Service Training 159

Customer Service Training Customers Training Customer Service 159

ShepHyken

OCTOBER 12, 2022

Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. When a company tells me they don’t want to participate in social media customer care, I ask why.

Social Media 165

Social Media Customer Service Customer Care Customer Service Training 165

ShepHyken

JANUARY 20, 2021

So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships. What happens when a customer calls? Software improves.

Customer Service 165

Customer Service Customer Journeys Exercises Touchpoint 165

ShepHyken

NOVEMBER 3, 2021

There have most likely been times that many of us have fallen short in taking care of our customers. Second, beyond the feedback, listen to what customers and employees are saying, which gives your measurement some context. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Hospitality 169

Hospitality Customer Experience Hotels Feedback 169

ShepHyken

OCTOBER 6, 2021

That made me start thinking about the best ways to begin a conversation with a complaining or upset customer. Of course, there may be a few pleasantries to welcome a customer into the conversation. So, here are a few lines that customers love to hear. This statement makes a connection with the customer.

Course 169

Course Customer Service Training Customers Customer Service 169

ShepHyken

JULY 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Improving Social Media Customer Service by Fara Haron. My Comment: Companies are using social media customer care/service to increase loyalty and gain market share.

Social Media 122

Social Media Customer Service Trends Tips 122

Integrity Solutions

SEPTEMBER 28, 2023

It’s never been more important to understand your customers and what they value. It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses.

Customer Service Training 106

Customer Service Training Training Customer Service Contact Center 106

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 147

Self Service Customer Experience Customer Service B2C 147

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S. I love the GIF’s!

Customer Service 101

Customer Service Social Media Tips Multi-Channel 101

ShepHyken

NOVEMBER 25, 2020

Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” Leadership defines the customer service and CX vision for everyone to follow. It’s the idea, throughout the entire process, that you are urgently taking care of your customers.

Customer Service 156

Customer Service Leadership Training Customer Service Training 156

CSM Magazine

FEBRUARY 9, 2023

Who will my target customers be and how will I market to them? Knowing what similar listings are charging and what amenities they offer is essential for setting rates that will attract potential customers and help you turn a profit. What are my goals? Are they short-term or long-term?

Customer Focused 52

Customer Focused Tourism Travel Guidelines 52

ShepHyken

APRIL 11, 2023

The employees recognized that customer service is a team sport. It’s everyone’s job to make sure the customers leave happy. Unfortunately, I’ve also witnessed the opposite at a restaurant. The second is to take care of the customer. Get more information on The Customer Focus ™ customer service training programs.

Sports 147

Sports Customer Service Customer Service Training Customers 147

ShepHyken

JUNE 26, 2019

In the old days – and even in modern times – if a customer wanted help or support, they picked up the phone and called for help. A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem. Let’s say a customer calls for support.

Customer Relationship Management 134

Customer Relationship Management Customers Customer Service Training CRM 134

ShepHyken

JANUARY 31, 2023

He found that it often doesn’t cost much more to upgrade. So, I started thinking about this advice and how we can apply it to the customer experience. Essentially, I was thinking that we can proactively give our customers a better experience by bumping our efforts up a notch. I returned calls and emails quickly.

Customer Service 151

Customer Service Customer Experience Hotels Customer Service Training 151

ShepHyken

JANUARY 11, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Measure Your Customer Experience Maturity by Sharon Florentine. My Comment: This is an introduction to the concept of customer experience (CX) maturity. Here are my top five picks from last week.

Social Media 104

Social Media Customer Service Guidelines Loyalty 104

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 141

Customer Experience Customer Service Training Customers Loyalty 141

ShepHyken

OCTOBER 1, 2018

Each week I read a number of customer service and customer experience articles from various resources. Employee Experience Strategy: 3 Tips to Steal From Customer Service by Brian Westfall. My Comment: Customer service is not just for customers. If nothing else, get this point!

Customer Service 19

Customer Service Infographics Employee Experience Customer Service Strategies 19

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. Strategies for company executives.

Culture 139

Culture Customer Service How To Policies 139

ShepHyken

AUGUST 17, 2022

It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression. .

Airlines 141

Airlines Comparison Advertising Customer Service Training 141

ShepHyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

Customer Service Training 137

Customer Service Training Customer Retention Customers Sales 137

ShepHyken

AUGUST 24, 2022

They have great customer service. . They provide a great overall customer experience. . These are the basic expectations customers might have with the companies they choose to do business with. The product or service must do what it is supposed to do. The customer must enjoy doing business with the company.

Customer Service Training 142

Customer Service Training Customers Customer Service Customer Experience 142

ShepHyken

MAY 21, 2018

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster. QSR) In the fight to win back its brick-and-mortar customers, Starbucks is leveraging technological and experiential methods.

Customer Service 83

Customer Service Customer Service Strategies Employee Experience Innovation 83

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 88

Brands Loyalty How To Policies 88

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. Here are my top five picks from last week.

Customer Service 154

Customer Service Government Customer Service Training Loyalty 154