ShepHyken

APRIL 1, 2020

Quite often, if a company is considered a customer service laggard, it is because of its leadership and management. One of the most important ways a leader can foster a customer-focused culture is by modeling that behavior—in other words, by treating employees how they want the customer treated.

Self Service 119

Self Service Customer Service Leadership Customer Focused 119

ShepHyken

DECEMBER 9, 2020

His question was, “Should they go to everyone in the company or just leadership? 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.

Customer Service Training 152

Customer Service Training Leadership Survey Customer Service 152

ShepHyken

AUGUST 3, 2022

All customer service reps must be trained to de-escalate anger whenever possible before it becomes an abusive conversation. . Leadership must show employees they have their backs regarding abusive customers. If employees are properly trained, leadership should respect an employee’s decision to end the call. .

Airlines 139

Airlines Leadership Training Customer Service Training 139

ShepHyken

APRIL 14, 2021

Leadership should be there along with other employees with varied responsibilities, from sales, support, finance, and more. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. The post Here’s How to Get Your Customers to Say, “I’ll Be Back!

How To 153

How To Customer Service Training Leadership Customers 153

ShepHyken

AUGUST 14, 2019

The Cardinal’s leadership team knew how the fans would react—negatively—but as tough as the decision was to make, it was the right one for the team. But there’s one person who doesn’t understand the importance of being customer-focused. They are sometimes a little curt or short-tempered with customers. Consider this.

Sports 130

Sports Effort Score Customer Focused Customer Service Training 130

ShepHyken

DECEMBER 22, 2021

Leadership expert Tim Durkin shared with us that our employees want to be needed, noticed, and known. 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.

Customer Service Training 139

Customer Service Training Leadership Video Feedback 139

ShepHyken

JUNE 12, 2019

But what does this have to do with customer service? They invited me to address the leadership team of the companies they’ve invested in about customer service and experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service Training 125

Customer Service Training Training Leadership Customer Service 125

ShepHyken

SEPTEMBER 13, 2021

(Fast Company) If you’re running a B2B company, you should take note: delivering on similarly high standards of customer experience can reduce customer churn by up to 15%, according to research by McKinsey & Company. My Comment: I hear it over and over again from B2B leadership. Follow on Twitter: @Hyken.

Customer Service 159

Customer Service B2C B2B Customer Retention 159

ShepHyken

OCTOBER 21, 2020

Assemble your team, which includes leadership and several other members from various departments that include front line and behind-the-scenes responsibilities. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. The key is having a diverse group of thinkers.

Exercises 159

Exercises B2C B2B Customer Service Training 159

Micah Solomon

OCTOBER 10, 2018

This example, from my first book, co-authored with Leonardo Inghilleri, has been used in the customer service training at certain legendary organizations, and I hope it speaks to you as well. The maintenance engineer—inspired by your leadership—has now provided genuine service that anticipates the customer’s needs.

Leadership 68

Leadership Customer Service Hospitality Hotels 68

ShepHyken

SEPTEMBER 14, 2022

The customer now compares you to these rockstar brands, not to your competition. The culture of any organization is defined by leadership. Leaders must work on the culture they want employees and customers to experience. In short, the customer experience starts and ends with the organization’s culture. .

Culture 114

Culture Customer Service Poor Customer Service Leadership 114

ShepHyken

AUGUST 7, 2019

Leadership must decide what they want the company to be. If your culture is focused on service, create a defining statement about that service culture. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For this lesson, let’s keep it simple.

Customer Service 132

Customer Service Culture Customer Service Training Leadership 132

ShepHyken

AUGUST 19, 2019

My Comment: Do you want better customer service? The first place to go is to the leadership. Have they helped to create the culture that fosters a better customer service experience? 3 Ways Marketing Creates Customer Experience Leadership by Lynn Hunsaker. Yes, culture is the first step.

Customer Service 123

Customer Service Leadership Ecommerce Culture 123

ShepHyken

MAY 6, 2020

Then there was the gap between the service you want the customer to experience and the actual service they receive. Often when leadership is surveyed about how good they think their service and experience is, it differs—in a negative way—from what the customer is actually experiencing.

Customer Experience 137

Customer Experience Customer Expectations Customer Service Training Leadership 137

ShepHyken

DECEMBER 1, 2021

So, how can you keep good employees, and keep them not only engaged with their jobs but also engaged with their customers? They also work for the company and the customer. Meet my friend, leadership expert Tim Durkin – he has an answer. The best employees don’t just work for a paycheck. Is there a way to keep good people? .

Healthcare 132

Healthcare Customer Service Training Leadership Feedback 132

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. Ask the customer directly, at the time they are finishing their interaction with you.

Customer Service 111

Customer Service Leadership Customers Survey 111

ShepHyken

OCTOBER 5, 2016

Just after the speech I had a chance to chat to some of the leadership and several employees. 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.

Hotels 133

Hotels Customer Service Training Leadership Customer Service 133

ShepHyken

DECEMBER 28, 2016

My first response was that yes, this does happen, and then there’s a realization that the company has to get back to focusing on the customer, playing catch up to replacing defecting customers and making up for lower sales as a result. Training is also essential. This is the opposite of what they wanted to achieve.

Culture 92

Culture Leadership Customer Focused Customer Service Training 92

ShepHyken

SEPTEMBER 4, 2019

Decline: Without growth, you risk becoming irrelevant to your customers. Nelson feels that a mature business starts to decline when its leadership stops listening to their customers. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Entertainment 117

Entertainment Innovation Leadership Customer Service Training 117

ShepHyken

MARCH 9, 2022

Now there is a new way to approach leadership with an idea, which is to write a Fictional Press Release. . 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.

Return on Investment 123

Return on Investment ROI Software Customer Service Training 123

ShepHyken

SEPTEMBER 22, 2021

Principle Seven: Make sure there is a good coach – When I look at the best teams in business, whether they are customer service teams, sales teams, finance teams, etc., I recognize that they all have good leadership. A summary of the seven principles that will help your organization become even more customer-focused.

Culture 113

Culture Customer Centricity Sports Customer Service Training 113

ShepHyken

JANUARY 17, 2018

Our sales rep said she would go back to her leadership team and ask them to honor last year’s contract terms. But I had to wonder, who on the leadership team was so short-sighted as to charge $25 for something they could simply give away? She came back and said they reduced the cost to us to $25. I never heard from that person.

Hotels 52

Hotels Leadership Meeting Banking 52

ShepHyken

MARCH 25, 2019

My Comment: A company that is known for its amazing customer service has it baked into its culture. Leadership is where it starts, and then it permeates throughout the organization. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values.

Customer Service 115

Customer Service Competitive Advantage Trends Culture 115

ShepHyken

SEPTEMBER 20, 2017

As a business, we can only hope that our efforts are in line with our customers’ expectations. And, only our customers will determine if we have met or exceeded them. Good customer service starts on the inside with the company’s culture. Leadership must create a customer service vision that every employee can relate to.

Customer Service 114

Customer Service Customer Expectations Customer Service Training Training 114

ShepHyken

AUGUST 29, 2018

Dodkins is the author of 136 Ideas for Rockstar Employee Engagement, and he knows a thing or two (or 136) about how employee morale and fulfillment impact the customer experience. Like rock stars connect with their audiences, leadership must connect with their employees. And, this isn’t just for the leadership.

Employee Engagement 98

Employee Engagement Leadership Customer Service Training Culture 98

ShepHyken

JUNE 10, 2019

My Comment: This article takes a look at four iconic brands; Trader Joe’s, Aldi, Amazon and Chic-fil-A and offers up five ways they have created exceptional customer experiences. The categories are communication, technical competence, range of services, customer focus and accessibility. Follow on Twitter: @Hyken.

Customer Service 118

Customer Service Survey Case Study Training 118

ShepHyken

NOVEMBER 11, 2019

A customer just looking to pick up a carton of milk sees the layout as inconvenient. So, what ideas do we make in our businesses that are more profitable and inwardly focused versus customer focus? Why Is Identity So Important In Today’s Customer Experience? by Matt Seeley. Follow on Twitter: @Hyken.

Customer Service 95

Customer Service Customer Centricity Retail B2C 95

Kayako

APRIL 15, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. Employee golden rule – Do unto your employees as you want done unto the customer” – Shep Hyken.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

ShepHyken

FEBRUARY 3, 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 or www.hyken.com. Follow on Twitter: @Hyken.

System 156

System Customer Service Training Training Management 156

ShepHyken

JUNE 14, 2021

As the author of this article calls it, there is a customer service gap, a disconnect. It’s the gap between what a company’s leadership perceives their customer service and experience to be versus what the customer perceives it to be. Usually, the leadership thinks they are much better than they are.

Customer Service 103

Customer Service Retail Loyalty Study 103

ShepHyken

FEBRUARY 3, 2020

My Comment: How do you get leadership to invest in customer experience? So, the next time you approach leadership about making an investment in this oh-so-important area, consider working one or more of these reasons into your pitch deck and story. This article has five compelling reasons to do so. Follow on Twitter: @Hyken.

Customer Service 96

Customer Service Infographics Trends Entertainment 96

ShepHyken

SEPTEMBER 21, 2022

Leadership must be approachable. This idea was really, really good, but he couldn’t get leadership to respond. The point is that leadership and management must create opportunities that allow employees to engage with them. You want employees to have a connection with leadership. . Follow on Twitter: @Hyken.

Leadership 80

Leadership Feedback Customer Service Training Training 80

ShepHyken

MAY 31, 2017

I’m often asked, “How many people in an organization does it take to create a culture focused on Customer Amazement?” Usually it’s at the top with leadership. But, even a smile and warm greeting can go a long way to make a customer feel acknowledged and even appreciated. Maybe your organization is truly customer-focused.

Airlines 85

Airlines Customer Focused Customer Service Training Culture 85

Blake Morgan

JANUARY 20, 2022

He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric. Adrian Swinscoe . Annette Franz .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

JUNE 17, 2019

My Comment: Creating a great CX isn’t just about the actual experience or process the customer goes through. It also takes a CX-focused culture. Here are three ideas for leadership to consider when working on building and maintaining their CX goals. It’s about the people. Follow on Twitter: @Hyken.

Customer Service 117

Customer Service Call Center Feedback Culture 117

ShepHyken

MAY 16, 2018

In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. It starts with how leadership wants their employees to feel about working for their company. So, let’s look at the inside of the company. The EX is part of the culture.

Employee Experience 100

Employee Experience Hotels Video Culture 100

ShepHyken

NOVEMBER 7, 2018

In 2008 Domino’s was struggling and their brilliant leadership turned the company around. They also revolutionized their process and started building technology into the customer experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. So, they improved.

Case Study 97

Case Study Study Customer Service Training Technology 97