ShepHyken

AUGUST 3, 2022

Not all may work for your particular situation, but one thing definitely will not work: eliminating the calls by disconnecting the phone number. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Airlines 132

Airlines Leadership Training Customer Service Training 132

ShepHyken

JUNE 29, 2022

Our customer service research found that the top reason customers are most likely to come back is because employees are helpful and friendly. . If the doctor is also helpful and friendly, another way of saying the doctor has a good bedside manner, then by my friend’s definition, he or she is a great doctor. .

Customer Service Training 129

Customer Service Training Retail Training Examples 129

ShepHyken

MARCH 16, 2022

So, with that, I bring you Shep’s Law of Customer Service , which is: . For almost every bad customer experience created, there is an opposite reaction by the customer. Notice that I put the word almost in the definition. A company wants a customer to buy its product or service. Let me explain. .

Customer Service 121

Customer Service Customer Service Training Customers Customer Experience 121

ShepHyken

JANUARY 12, 2022

First, let’s talk about the basic definition. This was about different ways customers could communicate with you. I sent it to them and within a few minutes, I received an email that confirmed there was definitely something wrong with my unit and they would send a new one. It all started with a concept known as multi-channel.

Omni-Channel 80

Omni-Channel Multi-Channel Video Social Media 80

ShepHyken

DECEMBER 9, 2020

The type of reviews and complaints you want to share with the team have to do with customers experiencing a flaw in your process. The lesson on how these are handled is definitely worth sharing. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service Training 144

Customer Service Training Leadership Survey Customer Service 144

ShepHyken

DECEMBER 15, 2021

In case you missed it, the short definition is that skimpflation is the result of a labor shortage, some say due to The Great Resignation , and higher business costs that come from inflation and supply and demand issues. This translates to the customer experiencing a lower level of service, and in some cases, quality.

B2C 126

B2C B2B Customer Service Training Customers 126

ShepHyken

JUNE 26, 2019

My prediction is that it will not only become popular, but a recognized standard that customers will come to expect. What I’m referring to is the concept of predictive customer support. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Relationship Management 134

Customer Relationship Management Customers Customer Service Training CRM 134

ShepHyken

JULY 10, 2019

I first came across this idea in the book Moments of Truth by Jan Carlzon , which I consider one of the most important books written on customer service. 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.

Hotels 129

Hotels Customer Service Training Customers Examples 129

ShepHyken

AUGUST 13, 2018

(Business2Community) Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” If you’re relying on this explicit definition to drive retention and expansion then you’re missing a better opportunity. Then we do “leadership-type” things.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

FEBRUARY 13, 2019

This could be a fun way of expressing appreciation, and at the same time, the rest of the world gets to see how much you love your customers. However, this isn’t meant to be the definitive work on appreciation—just something to get you to start thinking about it. As I created this list, I came up with many more ways to say thank you.

Fashion 125

Fashion Video Customer Service Training Customers 125

Help Scout

APRIL 29, 2021

Everyone in the business, including those beyond the customer-facing teams, has an accurate understanding of who the customers are and what matters to them. Customer service is a part of the business’s strategic vision. The business agrees on a clear definition of “good customer service.”.

Culture 139

Culture Customer Service How To Policies 139

ShepHyken

JANUARY 17, 2022

It starts with a definition of CX and then shares seven ways to improve it, including customer journey mapping, getting feedback from employees, personalizing the experience, and more. Understand and Predict Customer Needs With Customer Journey Analytics by Simon Fraser. My Comment: Okay… One more list.

Customer Journeys 67

Customer Journeys Customer Service Retail Touchpoint 67

ShepHyken

MAY 9, 2022

My Comment: You may think your customers are loyal, but they may not be. The definition of a loyal customer is often confused with a repeat customer. Just because a customer comes back again and again, doesn’t mean they are loyal to your company. Follow on Twitter: @Hyken.

Customer Service 67

Customer Service Tips e-support Loyalty 67

ShepHyken

MAY 16, 2018

If someone in the warehouse doesn’t properly pack a product, it may show up broken at the customer’s home or office. That’s a definite negative CX. Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Employee Experience 96

Employee Experience Hotels Video Culture 96

ShepHyken

FEBRUARY 27, 2017

The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service. My Comment: It doesn’t matter what type of business you have, there are plenty of lessons you can learn from the top customer focused retailers. 10 Quotes To Inspire Better Customer Service by Sharpen.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

ShepHyken

MARCH 5, 2018

My Comment: If you have a customer support center, you will definitely want to read this article and hope that your agents aren’t having the thoughts listed at the beginning of the article. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

Customers Rock!

MAY 5, 2011

I have definitely missed writing for all of you, and many of you have been encouraging me to get back out here and post. It is not a social media book (more on that in The Story below), but social media is woven throughout the book (as it should be woven throughout a company’s marketing and customer service strategies).

Social Media 198

Social Media Customer Centricity Case Study Loyalty 198

Integrity Solutions

SEPTEMBER 28, 2023

At the end of the day, customers value organizations for not just the products they provide but the service they receive throughout the customer journey. Customers expect to have their needs and opportunities looked out for. In This Post You Will Learn: What Does Customer Service Mean?

Customer Service Training 107

Customer Service Training Training Customer Service Contact Center 107

ShepHyken

AUGUST 20, 2018

(Retail Customer Experience) Emotional connection in the customer experience game is a mere table stake, not an extra or a value-add. The absence of an emotional connection is the definition of a poor customer experience. What does it take for a customer to say, “They are remarkable.”?

Customer Service 69

Customer Service B2B B2C Innovation 69

ShepHyken

JANUARY 9, 2017

(Jeff Bullas) Recent research by the Temkin Group showed that how a customer feels about an interaction with a company is the most powerful indicator – and driver – of customer loyalty. My Comment: Michael Becker has compiled a nice group of tips, ideas, resources and more related to creating a better customer experience.

Customer Service 48

Customer Service Loyalty Analytics Tips 48

ProProfs Chat

JUNE 30, 2020

Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

ShepHyken

JANUARY 12, 2018

So telling yourself these myths about customer experience is a big no-no and won’t take you where you want to go will they? Check out our thoughts on customer focus. We often get questions and comments on delivering great customer service and experiences. From clients and customers commenting on our blog.

Customer Service 95

Customer Service Policies Customers Customer Experience 95

ShepHyken

FEBRUARY 12, 2018

Time to Show Your Customers Some Love by Rhonda Abrams. USA Today) It’s nearly Valentine’s Day — so it’s definitely time to show your small business customers some love. As the author points out, “The key is to give new value to the voice of the customer.”. Follow on Twitter: @Hyken.

Net Promoter Score 78

Net Promoter Score Customer Service Infographics B2C 78