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You renew your subscription to a magazine, a maintenance contract or a software program. What if renewal simply meant that the customer comes back—again and again? Shep Hyken is a customerservice expert, keynote speaker, and New York Times bestselling business author. I have an idea about renewals.
I was reading an article by Jeff in a magic magazine. 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. Follow on Twitter: @Hyken.
I read an article penned by Dale Salwak in Linking Ring Magazine, the publication put out by the International Brotherhood of Magicians. Shep Hyken is a customerservice expert, keynote speaker, and New York Times bestselling business author. His idea of taking the report to a professional level was to have no misspellings.
3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. Magazine) As the global marketplace shrinks and communication channels continue to evolve, competition is heating up. Then, think about this customer well into the future. Finally, this is an all-the-time consistent effort.
How CustomerService Needs to Evolve in the Subscription Economy by Wendy Shlensky. CustomerThink) Customerservice is a true differentiator in today’s ever-growing subscription economy. What started with newspaper and magazines has now evolved to real-time, contextual and personalized product ownership experiences.
The idea behind the article is to “delight” the customer, rather than to just serve them. A Customer Discovered Their $350 Lego Set was Missing Pieces. Magazine) Delight is maybe the most powerful thing you can do to generate loyalty among your customers. The Company’s Response Was Brilliant by Jason Aten.
Helping Companies & Organizations Create an Amazing Customer-Focused Culture by CXO Magazine This week, we’re starting the Top Five roundup with a Bonus article. Actually, it’s more than an article, it’s an entire magazine devoted to CX. And I’m very proud that that CXO Magazine honored me with a cover story.
The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. CEOWORLD Magazine) Creating a positive customer experience is key to keeping your target market coming back, whether you’re operating a digital business or a brick-and-mortar storefront. Follow on Twitter: @Hyken.
Poor training and abusive customers – both very scary when mismanaged – are just two of the five topics covered in this short article. 8 ways to be a great customer during COVID by Monique Richardson. Second, there are some great comments from other customerservice and CX experts that will give you something to think about.
I pride myself on being firm and fair in all areas of interaction but sometimes this is not enough to appease a customer. The uncomfortable fact is that you can be as customerfocused as you wish, but you will not always be able to help.
7 Techniques That Are Key to Customer Retention Today by John Hall. Magazine) It’s a business axiom that holding on to existing customers is more lucrative than acquiring new ones. My Comment: Returning customers are more profitable, not just because they return. Here are my top five picks from last week.
Are you reactive, proactive or predictive when it comes to customers? CEO Magazine) The introduction of Voice of the Customer solutions enables a predictive management style that operates effectively the same way that a check-up at the doctor does. by Michael Stelzer. Follow on Twitter: @Hyken.
Personalization may not quite be table stakes for a good customer experience, but it’s a definite differentiator. Shep Hyken is a customerservice expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus to learn more about our customerservicetraining programs.
The Future Of Business Is Customer-centric: 3 Pillars To Create A Customer-centric Strategy by Ilenia Vidi. Ceoworld Magazine) To become truly customer-centric companies should make these 3 pillars the key drivers to creating their customer-focused strategy. It’s like a three-legged stool.
Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do. So, I was excited to read Steven’s article and watch his video comparing the movie to a great customer experience. 3 Things You Need to Do to Keep Customers by Jim Schleckser.
My Comment: Jill Schiefelbein tells us a great story and shares three excellent customer experience lessons; the voice on the phone matters, industry jargon can create a barrier and kill an experience, and the process shouldn’t inconvenience the customer. A quick read with some important reminders. It’s what can keep you in business!
Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. LinkedIn : [link]. Website : [link].
6 Considerations for a Meaningful CustomerService Policy by Kate Spirgen. My Comment: What customerservice lessons can you learn from a garden retailer? The Garden Center magazine recaps Liz Lark-Riley’s session at the garden industry’s meeting, Cultivate ’22. Quite a bit. Follow on Twitter: @Hyken.
My Comment: Let’s start off this week’s Top Five roundup with some commentary from ten companies that are customer-focused and pushing for a better CX. 9 CustomerService Phrases That Should Be Retired Immediately by Geoffrey James. Go to The Customer Focus to learn more about our customerservicetraining programs.
Magazine) Employee turnover is always a stressful situation. This time it is Ricardo Saltz Gulko’ s picks of the best customer experience and design books of 2021, and he included my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. Here are my top five picks from last week.
If the leadership isn’t getting out of their offices and communicating directly with customers, they are missing the opportunity to hear from one of their best assets, their customers. The Secret to a Superb CustomerService Team? Hiring Actual Customers by Gabrielle Bienasz. Follow on Twitter: @Hyken.
This short article focuses on the three types of consistency that drives brand loyalty: a consistent customer experience, consistent brand values and consistent brand identity elements. Take Your Company’s Customer Experience Efforts to the Community by Adrian Speyer. Follow on Twitter: @Hyken.
CustomerThink) Some of us are old enough to remember when subscriptions were limited to just sports clubs, newspapers, and magazines. If you say the word “subscription,” most people think of magazines and newspapers. Shep Hyken is a customerservice expert, professional speaker, and New York Times bestselling business author.
5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. Staples Worklife Magazine) The supply chain crisis is causing product backorders and shipping delays that will affect all shoppers this holiday season. Learn how to ensure customer satisfaction despite supply chain disruptions.
How to Deal With Angry Customers by Grant Olsen. Foundr Magazine) You will never be able to please all of the people at the same time. There are simply too many diverse opinions, styles, situations, and personalities to ever enjoy a moment of agreement among your customers. Follow on Twitter: @Hyken.
And right up there with that power is when customers create content (written and video) for the world to see. And even though the article is focused on retail, this concept can work in almost any industry. The Five Cs of CustomerService by Call Centre Helper Magazine. Follow on Twitter: @Hyken.
There are several other ideas shared by the authors, who are members of PwC’s division that focuses on customer transformation and loyalty. The 10 Pillars of EX (Employee Experience) by Call Centre Helper Magazine (Call Centre Helper Magazine) Engaged, happy employees are less likely to leave, can be your best advocates, and more.
This article makes the case that winning your customers back is also less expensive. Embrace Customer Complaints To Up Your Customer Experience to Excellent by Ken Sterling. Magazine) “Embrace customer complaints” is probably a cringe-worthy idea to some of you. Follow on Twitter: @Hyken.
Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. The company has built one of the best examples of a customerservice organization I’ve seen. You may find some answers in this article.
This article gives us a glimpse into the benefits of AI as it applies to customerservice. Seth Godin Reveals the 1 Truth About CustomerService Most Companies Just Don’t Understand by Jeff Steen. It’s about getting “service” right. You’ll be happy you did. Follow on Twitter: @Hyken.
Proactive customer engagement from the contact center will turn reactive customer support agents into brand ambassadors. Customer Experience by Tyler Gallagher. Authority Magazine) As part of my series about the five things a business should do to create a Wow! customer experience, I had the pleasure of interviewing A.J.
And, to celebrate the occasion, here is an excellent article from D Magazine that takes us through some of the Southwest history. There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customerservice. . 3 Hacks to Boost Client Loyalty and Growth by Josh Linkner. Follow on Twitter: @Hyken.
The Verdict Is In: CustomerService Isn’t Human Enough by Amy Balliett. Magazine) Does your organization’s customerservice strategy sacrifice humanity for the sake of efficiency? My Comment: We are in the digital era of customerservice. Here are three ways to adjust.
Financial services seem to be the focus, but I believe almost any type of organization will benefit from reading this article. Magazine) If you’re looking to take your strategy to the next level, these content types can be your secret weapon. My Comment: Content marketing is part of the customer experience.
That said, this article was an interview for a magazine that focuses on healthcare, but don’t let that stop you from reading it. There are plenty of ideas, tips, strategies, and comments about customerservice and experience for all types of businesses in any industry. Follow on Twitter: @Hyken
4 Questions to Measure — and Boost — Customer Trust by Ashley Reichheld and Amelia Dunlop. An Economist magazine analysis of Volkswagen, Wells Fargo, and six other corporations calculated that a company loses 30% of its value when it loses trust, at least in the short term. Follow on Twitter: @Hyken.
Focus on providing excellent customerservice. 6 Keys To Ramping Up Your CustomerService From Average to Exceptional by Martin Zwilling. Magazine) Customerservice has traditionally been focused on the resolution of complaints, primarily after a transaction. Want your trust scores to go up?
Ultimately, according to the author, the app can become the “hub of your customer experience.”. Magazine) What makes a brand essential? These are the basics that all customers – of any type of business – want from the companies and people they do business with. Follow on Twitter: @Hyken.
How to Build Customer Loyalty by Sharing the Inflation Burden by Joel Comm. Magazine) Too often, the rise in costs caused by inflation is passed down to the consumer. But there are some companies that are finding ways to keep their doors open while also keeping those inflation costs from impacting their customers.
Subscription : Subscription services have expanded from magazines and newspapers to include all kinds of products and services. Amazon, the leader in convenience, offers a subscription service for a myriad of consumable products. Annual maintenance contracts are a form of a subscription model. Follow on Twitter: @Hyken.
Customer Loyalty: Obligation or Happy Marriage? According to research referenced in a recent Time magazine article, married people describe marriage as “more satisfying or less satisfying” than any other generation ahead of our time, meaning the degree of happiness or the opposite is higher than ever. b y Jeanette McMurtry.
Focus on providing excellent customerservice. 6 Keys To Ramping Up Your CustomerService From Average to Exceptional by Martin Zwilling (Inc. Magazine) Customerservice has traditionally been focused on the resolution of complaints, primarily after a transaction. Follow on Twitter: @Hyken
Hire drivers with a strong customer focus. When hiring drivers, make sure you look for those who have a strong customer focus. Drivers with this type of attitude are more likely to go the extra mile when it comes to customerservice. Offer driver training. Offer customerservicetraining to all your truck drivers.
I actually had one customerservice representative repeat that phrase so many times that I asked them not to say it anymore. What they appear to be doing is regurgitating the responses they learned in their customerservicetraining classes or what’s printed on a piece of paper. They aren’t really sorry.
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