This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
As part of his onboarding process, Bob was put through customerservicetraining. He learned about how to treat the company’s customers with dignity and respect. Didn’t these same executives, not that long ago, talk about how their customers were so important, about how they must be treated with dignity and respect?
In the past, customerservice centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.
But now you can stop guessing, as we’re presenting you with some of the best customerservicetraining advice in the industry from a seasoned professional, Ray Miller , who is the CEO of e-learning solution company The Training Bank and author of the book That Customer Focus. Download Now.
Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Related: How to Improve CustomerServiceTraining with Simple Metrics.
It’s leadership’s job to define the customerservice vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated. In addition, leadership and management must defend the culture. For information, contact 314-692-2200 or www.hyken.com.
Paul is a Transformational, hands-on, customerservice department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customerservice departments. Jeff is truly obsessed with customerservice.
If you’re not working directly with customers, one of the best ways to learn what’s really happening on the front line is to spend a shift with a customer support agent or go out for some sales calls. There you have it, three ways you can get to know your customers even better. Follow on Twitter: @Hyken.
Disney Institute teaches the Disney way in the form of courses on customerservice and experience, leadership, and more. The Ritz-Carlton has a team of trainers that companies hire to learn the secrets of creating world-class hospitality and service. Other brands have gone down this path. Follow on Twitter: @Hyken.
Leadership defines the customerservice and CX vision for everyone to follow. Good People: The people on the inside of the organization create the experience for the customers on the outside. Good Leadership Role Models: Leadership may define the vision, but they must set the example as well.
Quite often, if a company is considered a customerservice 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.
His question was, “Should they go to everyone in the company or just leadership? Shep Hyken is a customerservice expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customerservicetraining programs, go to www.thecustomerfocus.com.
All customerservice 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. .
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.
Leadership should be there along with other employees with varied responsibilities, from sales, support, finance, and more. Shep Hyken is a customerservice 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!
This example, from my first book, co-authored with Leonardo Inghilleri, has been used in the customerservicetraining 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 expert Tim Durkin shared with us that our employees want to be needed, noticed, and known. Shep Hyken is a customerservice expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customerservicetraining programs, go to www.thecustomerfocus.com.
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 customerservice expert, keynote speaker, and New York Times bestselling business author. The key is having a diverse group of thinkers.
But what does this have to do with customerservice? They invited me to address the leadership team of the companies they’ve invested in about customerservice and experience. Shep Hyken is a customerservice expert, keynote speaker, and New York Times bestselling business author.
(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.
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. .
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 customerservice expert, keynote speaker, and New York Times bestselling business author. For this lesson, let’s keep it simple.
My Comment: Do you want better customerservice? The first place to go is to the leadership. Have they helped to create the culture that fosters a better customerservice experience? 3 Ways Marketing Creates Customer Experience Leadership by Lynn Hunsaker. Yes, culture is the first step.
Just after the speech I had a chance to chat to some of the leadership and several employees. Shep Hyken is a customerservice expert, keynote speaker and New York Times bestselling business author. For information on The Customer Focus™ customerservicetraining programs go to www.thecustomerfocus.com.
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.
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? .
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.
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.
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 customerservice expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.
Now there is a new way to approach leadership with an idea, which is to write a Fictional Press Release. . Shep Hyken is a customerservice expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customerservicetraining programs, go to www.thecustomerfocus.com.
Principle Seven: Make sure there is a good coach – When I look at the best teams in business, whether they are customerservice 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.
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.
My Comment: A company that is known for its amazing customerservice 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.
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 customerservice starts on the inside with the company’s culture. Leadership must create a customerservice vision that every employee can relate to.
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.
He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.
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.
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.
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.
Shep Hyken is a customerservice expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customerservicetraining programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.
As the author of this article calls it, there is a customerservice gap, a disconnect. It’s the gap between what a company’s leadership perceives their customerservice and experience to be versus what the customer perceives it to be. Usually, the leadership thinks they are much better than they are.
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.
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 .
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.
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.
We organize all of the trending information in your field so you don't have to. Join 97,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
Let's personalize your content