ShepHyken

MARCH 8, 2021

My Comment: Want to learn customer service from the best? You could hire the training professionals at Ritz-Carlton, Disney, Zappos, and even our company, The Customer Focus. It is full of stats from a very robust survey, heavily weighted to one of the most influential groups of customers, Gen Z.

Customer Service 147

Customer Service Airlines Hospitality Infographics 147

ShepHyken

OCTOBER 25, 2021

10 Customer Service Quotes to Inspire Your Team by Sage Johnson. (CH CH Consulting Group) 10 customer service quotes from industry experts and leaders to inspire your team this week. Thank you CH Consulting Group!). Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 153

Customer Service Loyalty Programs Chatbots Loyalty 153

ShepHyken

JANUARY 25, 2021

My Comment: What happens when ten customer service and CX experts are asked about how customer behavior is likely to evolve this year and how to adapt accordingly? I’m honored to be part of this group of experts. You get ten great answers. Follow on Twitter: @Hyken.

Customer Service 163

Customer Service Guest Experience Loyalty Programs Hospitality 163

ShepHyken

DECEMBER 26, 2018

When you figure out a customer’s Why and can scale it to meet the reasons and needs of a larger group, you connect on another level that brings customers back, again and again. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Culture 134

Culture Policies Customer Service Training Customers 134

ShepHyken

APRIL 8, 2020

You can survey customers over the phone, via email, in focus groups and more. You can use tools such as Net Promoter Score and Customer Effort Score. I could go on and on about the different ways to measure your customer’s feedback. I’ll explain in a moment. There are plenty of ways to get feedback.

Net Promoter Score 127

Net Promoter Score Effort Score Conference Hotels 127

ShepHyken

SEPTEMBER 14, 2022

Leaders must work on the culture they want employees and customers to experience. Their vision and plan must provide clarity, keep employees focused and defend the culture if anyone or any group of people go out of alignment with the vision. In short, the customer experience starts and ends with the organization’s culture. .

Culture 113

Culture Customer Service Poor Customer Service Leadership 113

ShepHyken

NOVEMBER 28, 2018

By the way, why just do it with your customers? One of my clients had an internal contest where groups of people, mostly within their own departments, although not always, submitted short three-minute videos. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Video 127

Video Social Media Customer Service Training Customers 127

Comm100

NOVEMBER 30, 2017

So if you haven’t yet thought about giving your agents more than just straightforward systems training, here are five things to consider when giving effective chat support training to your team. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Let us know your comments.

Training 131

Training Customer Service eBook Tips 131

ShepHyken

MAY 31, 2021

5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Ad Age) Here are 5 tips for marketing organizations looking to maximize their Discovery Commerce opportunity from Aubrie Richey, VP of media for TechStyle Fashion Group that brought us brands like Fabletics and Savage X Fenty. Follow on Twitter: @Hyken.

Customer Service 138

Customer Service Effort Score e-support Chatbots 138

ShepHyken

NOVEMBER 14, 2018

I could imagine a group of smart Amazon employees sitting around the table answering the question, “I wonder if there is a way for our customers to order products without having to turn on their computer or open an app on their smartphone?” And, then they did one better with the Amazon Dash buttons. Follow on Twitter: @Hyken.

How To 120

How To Touchpoint Customer Service Training Video 120

ShepHyken

JUNE 7, 2021

My Comment: Jeannie Walters is no stranger to this weekly roundup of the best customer service and CX articles of the week. Here she talks about how to conduct a customer interview. My take is that the interview is combining elements of a survey and focus group. Interesting concept! Follow on Twitter: @Hyken.

Customer Service 141

Customer Service Loyalty Programs Customer Journeys Customer Centricity 141

ShepHyken

FEBRUARY 26, 2020

What started out as dividing customers into groups of similar interests, buying patterns, habits, etc. Once a customer shares information and gives the company permission, the company can deliver a better experience, one that is highly customized. The Personalized Experience – Personalization is a very hot topic.

Customer Experience 119

Customer Experience How To Transportation Travel 119

ShepHyken

AUGUST 26, 2020

In our group, we have a TV celebrity, the president of a major university, one of the top futurists in the world, a digital marketing expert, a retired, high-ranking military officer and more. But then I thought of an answer and asked the group to be understanding of what I was about to say. They took all of my answers.

Customer Service Training 105

Customer Service Training Groups Training Customer Service 105

Storyminers

JULY 6, 2020

Her areas of expertise include market research, program management, marketing, instructional design, and training. Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm. After leaving Forrester, Bruce founded the Temkin Group, a research and consulting firm. Hilary George-Parkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

JULY 5, 2017

A good customer relationship management program (CRM) could help in certain sales and support situations. Artificial Intelligence puts different types of customers into “personas,” grouping customers by common interests and buying patterns, which allows the company to target customers with extremely relevant promotions.

Marketing 104

Marketing Customer Relationship Management Conference Customer Service Training 104

ShepHyken

MAY 31, 2017

That person delivers Amazement within the larger group, which may not necessarily be operating at the same standard as he or she is. I wrote about this in my book The Cult of the Customer (Wiley 2008), and the example I used was that of an airline employee. Maybe your organization is truly customer-focused.

Airlines 84

Airlines Customer Focused Customer Service Training Culture 84

ShepHyken

SEPTEMBER 30, 2019

We must be mindful of the consistent and predictable experience we deliver to our customers. The Customer Experience Guide for Today’s Contact Center by CH Consulting Group. (CH CH Consulting Group) CH Consulting Group is proud to present you with our first-ever eBook: The Customer Experience Guide for Today’s Contact Center.

Customer Service 19

Customer Service eBook Contact Center NPS 19

ShepHyken

SEPTEMBER 13, 2017

The words you say, the way you act, and your attitude toward your job and your customer are sometimes the difference between satisfactory and amazing. This became evident as I was having lunch with Tracy Nieporent, one of the partners at Myriad Restaurant Group. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 97

Customer Service Training Communication Training Course 97

ShepHyken

MARCH 26, 2024

When I’m invited to speak to a group of business leaders as the keynote speaker, I often share my Six Simple Steps to Building a Customer-Focused Culture. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. There’s a difference!

Entertainment 95

Entertainment Sports Customer Service Training Training 95

ShepHyken

DECEMBER 3, 2018

The Mount Rushmore of Customer Service Leaders by John DiJulius. The DiJulius Group) Who are the greatest Customer Service Leaders of all time? The following is a list of the 10 greatest Customer Service Revolutionaries who had the most influence and dramatically changed businesses in all industries.

Customer Service 104

Customer Service Airlines Retail Social Media 104

ShepHyken

MAY 27, 2019

It is important for Customer Support and Marketing teams to work hand-in-hand because together they will create better customer experiences, bring more revenue, attract more loyal customers and retain more engaged employees. Just a few years ago it was said customer service is the best marketing strategy.

Customer Journeys 110

Customer Journeys Customer Service Employee Engagement Exercises 110

ShepHyken

MARCH 31, 2021

Conduct a Focus Group. This brings your customers in for a face-to-face discussion, giving you real feedback and the chance to learn your customers’ opinions of your most current offerings. By the way, if you can’t meet in person, you can always do a virtual focus group. Follow on Twitter: @Hyken.

Customer Service Training 75

Customer Service Training Feedback Customers Groups 75

ShepHyken

OCTOBER 26, 2020

(Forrester) As B2B marketing leaders wrap up 2020 with a keen eye on customer satisfaction and revenue acceleration, they must start looking forward to make sure they are planning for the right strategic pivots and preparing to adopt and optimize new tactics. Just look at this group of predictions from Forrester.

Customer Service 94

Customer Service Contact Center Customer Centricity B2B 94

ShepHyken

JUNE 17, 2019

My Comment: We can always learn from others who are successful, and in this article, six experts share some of the “best experiences they have ever had” in customer service and CX. Honored to be a part of this esteemed group as the article highlights my experience with Frank, my favorite cab driver.

Customer Service 116

Customer Service Call Center Feedback Culture 116

Storyminers

JULY 6, 2020

Her areas of expertise include market research, program management, marketing, instructional design, and training. Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm. After leaving Forrester, Bruce founded the Temkin Group, a research and consulting firm. Hilary George-Parkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

MAY 29, 2017

How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. Société Générale’s group head of corporate resources and innovation explains how to achieve such symmetry. by Nicolas Maechler.

Customer Service 102

Customer Service Airlines Chatbots Resources 102

ShepHyken

FEBRUARY 10, 2020

The author gives us a little history and some current insights into what we need to do in the digital age of customer service. 10 Marketing Lessons from Apple [Infographic] by The Website Group. My Comment: Customer experience and marketing are very much connected. Follow on Twitter: @Hyken.

Customer Service 86

Customer Service Infographics Customer Retention B2B 86

ShepHyken

SEPTEMBER 27, 2017

He mentioned that the restaurant was managed by a group at the airport, so I really shouldn’t expect the same service or quality I am accustomed to at this company’s regular restaurants. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Brands 86

Brands Customer Service Training Online Experience Groups 86

ShepHyken

SEPTEMBER 3, 2018

(Wealth Management) Operations and service departments are frequently categorized as cost centers, but studies show that when delivered correctly, they can be drivers of revenue. Save the Customer. My Comment: When it comes to customer service, here are some good words: Fix the problem, save the customer.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

ShepHyken

SEPTEMBER 9, 2019

We’ll take a look at some of the pros and cons of instigating a customer loyalty program for your small business. My Comment: So, on the topic of loyalty programs, this second in our TOP FIVE roundup is a perfect follow-up to the first article in the group. Here is some fun reading with survey stats that will make you think.

Customer Service 101

Customer Service Loyalty Programs Loyalty Rewards Programs 101

ShepHyken

NOVEMBER 26, 2018

(The Wise Marketer) Companies are realizing the importance of focusing on their repeat customers and designing special loyalty rewards program exclusively for this category of customers. My Comment: In the 1980’s I read that it costs five times more to acquire a new customer than to keep an old one.

Customer Service 88

Customer Service Airlines Employee Engagement Rewards Programs 88

ShepHyken

AUGUST 16, 2021

She’s compiled a list featuring the top customer experience keynote speakers. It is an honor to be associated with such an esteemed group of professionals. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 99

Customer Service Social Media Tips Multi-Channel 99

ShepHyken

JUNE 11, 2018

My Comment: While we’re on the topic of loyalty, one way to drive more customer loyalty is to create a community for your customers to be a part of. Finding ways to bring them together, either as a group of valued customers or to rally around a cause, creates a connection that drives loyalty.

Customer Service 80

Customer Service Loyalty Tips Customer Service Training 80

ShepHyken

JANUARY 1, 2018

15 Customer Experience Trends for 2018 by Bruce Temkin. Customer Experience Matters) Every year, Temkin Group publishes a list of customer experience trends for the upcoming year. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 0

Customer Service Trends Advertising Culture 0

ShepHyken

DECEMBER 26, 2016

As I always say, what’s happening on the inside of an organization is felt on the outside by the customer. 10 ways Volkswagen’s first chief customer officer is driving a new experience agenda by Nadia Cameron. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

ShepHyken

APRIL 23, 2018

(MediaPost) Brands are trying to improve their customer experience. But they are hampered by problems ranging from lack of data to siloization, according to “Elevating the Customer Experience,” a study by Winterberry Group presented by the Data & Marketing Association and sponsored by Pitney Bowes.

Customer Service 79

Customer Service Employee Engagement Study Conference 79

ShepHyken

DECEMBER 11, 2017

Share them with your team and look for opportunities to emulate these examples and “wow” your customers! How To Tackle Difficult Customers and Earn Their Trust by Michael Spicer. Martech Advisor) Michael Spicer, Director, The Website Group, guides on how to handle arduous customers and develop a bond with them.

Customer Service 76

Customer Service Customer Success Customer Centricity Customer Service Training 76