ShepHyken

OCTOBER 22, 2021

Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? . Creating an exceptional customer experience has become the top priority for companies that are looking to strengthen their relationships with customers and build loyalty.

Tips 153

Tips Customer Experience Management Return on Investment 153

ShepHyken

APRIL 6, 2025

Smart brands are finding ways to leverage these memories to create experiences that get customers to say, Ill be back! Customer Journey Management for Next-Gen CX by Nayan Teja (CX Network) A customer journey is a structured series of interactions between a business (brand) and its customer.

Customer Service 75

Customer Service Self Service Trends B2C 75

Ecrion

JULY 22, 2019

Too often, companies blame a loss of revenue on competitors, poor market conditions, and even failed marketing strategies when the real reason why business is down is due to a poor customer service training and standards. Be honest with yourself: How confident are you, really, with your current level of customer service?

Customer Service Training 78

Customer Service Training Training Customer Service Customer Journeys 78

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. A higher CSAT score not only reflects happier customers but also drives loyalty, positive word-of-mouth, and increased revenue potential.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264

Stella Connect

JANUARY 12, 2022

Between all of the benefits, it’s evident that agent engagement charts a path toward delivering better service interactions, earning more loyal customers, and ending the revolving door of turnover. Customer Service Training Ideas Your Team Needs. Let Agents Analyze Customer Feedback Themselves.

Customer Service Training 69

Customer Service Training Training Engagement Customer Service 69

ShepHyken

DECEMBER 9, 2024

My Comment: We kick off this weeks Top Five roundup with an article from Tomas Hult, professor at the Broad College of Business at Michigan State University and a part of the leadership team of the American Customer Satisfaction Index. Can Your Customer Service Make a Sale? Connect with Shep on LinkedIn.

Customer Service 75

Customer Service Ecommerce Self Service Omni-Channel 75

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

FEBRUARY 14, 2022

It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. One of the most important parts of this process is making sure that you’re asking customers the right questions. Winning Customer Loyalty With Real-time Refunds by Irina Ionescu.

Customer Service 127

Customer Service Customer Service Training Policies Loyalty 127

Vonage

JULY 13, 2017

A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. I worked with the first management team to craft vision, mission and value statements that stand out in a crowded hospitality market by defining a customer service culture. Your Service.

Culture 174

Culture Customer Service Hotels Hospitality 174

Vonage

OCTOBER 2, 2017

A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. I worked with the first management team to craft vision, mission and value statements that stand out in a crowded hospitality market by defining a customer service culture. Your Service.

Culture 174

Culture Hotels Customer Service Hospitality 174

ShepHyken

JULY 5, 2021

My Comment: I’ve always believed that the way a leader or manager treats employees is how they are going to treat their customers. This article from customer service expert Jeff Toister provides seven ways leaders can become role models on how their employees should act toward each other and their customers.

Customer Service 156

Customer Service Loyalty Programs Hotels Infographics 156

Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront.

Customer Service Training 99

Customer Service Training Training Customer Service Competitive Advantage 99

ShepHyken

JANUARY 25, 2021

It’s prime time for retailers to grow an Amazon-level loyalty program by Tom Caporaso. Retail Customer Experience) Clarus Commerce CEO Tom Caporaso believes it’s time for retailers to take advantage of the new membership economy. My Comment: Here’s a great article about customer loyalty.

Customer Service 163

Customer Service Guest Experience Loyalty Programs Hospitality 163

Integrity Solutions

SEPTEMBER 2, 2021

The ability to create emotional bonds with your customers is the true x-factor that drives customer loyalty. You have more ways than ever before to engage with customers and enhance our product and service delivery. Here’s something that’s not always so intuitive: Customer loyalty starts with employee loyalty.

Loyalty 74

Loyalty Competitive Advantage Customer Centricity Culture 74

Kristina Evey

AUGUST 19, 2014

Customers are looking to service and product providers not only to help make the purchase, but to help them accomplish their goals as quickly as possible. It means not making your customer feel like they are at fault for not knowing things that are your job to educate them on.

Connections 136

Connections Customer Service Customer Service Training Customer Satisfaction 136

Comm100

MAY 1, 2018

And managing these teams can be a very rewarding experience. Use the following tips for managing multigenerational teams to help you harness the best of these powerful generations. According to a recent CIPD study , less than one-third of organizations report having an HR strategy in place for managing their aging workforce.

Management 138

Management How To Groups Financial 138

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty.

Customer Experience 333

Customer Experience Strategy How To Effort Score 333

ShepHyken

MARCH 17, 2021

Loyalty for future orders!”. The manager said, “I thought so, too, but we were able to do a simple repair. 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.

Sales 173

Sales How To Customer Service Training Customers 173

ShepHyken

AUGUST 23, 2021

Customers expect an easy and convenient experience with anyone they do business with. A great product delivered with a great customer experience that is also easy is a winning combination. The New Era of Loyalty: Why Brands Should Embrace Loyalty Schemes by Stoyan Petrov. It’s about customer service training.

Customer Service 19

Customer Service Customer Service Training Loyalty Programs Loyalty 19

ShepHyken

NOVEMBER 7, 2016

My Comment: This is a very interesting way of looking at customer loyalty. It appears the biggest issue preventing loyalty is consistency – actually a lack of consistency. A lack of consistency will create a lack of confidence, which leads to a lack of trust, which erodes the possibility for loyalty.

Customer Service 125

Customer Service Loyalty Customer Success Resources 125

ShepHyken

JUNE 13, 2023

My version of this is what I refer to as the Loyalty Question : What am I doing right now that will make this customer want to do business with us again the next time they need what we sell? Every interaction with a customer becomes your CX judgment day, especially when there is a problem or complaint.

Management 82

Management Interaction Customer Service Training Customer Service 82

Comm100

APRIL 16, 2018

A long-held belief is that exceptional customer service will bring with it extraordinary loyalty. After all, the customer is always right, right? This idea is so ingrained in us that 89 of 100 leaders surveyed flat out stated that their primary goal was to exceed customer expectations.

Effort Score 138

Effort Score Self Service Exceptional Customer Service Customer Satisfaction 138

Comm100

DECEMBER 12, 2017

Satisfied customers do not complain – which is all very well, but it means you won’t get crucial feedback. Their loyalty is also shaky, and they will leave when presented with a better offer. But in order to get customer loyalty in the first place, you need to closely manage customer experience quality.

Training 148

Training Customer Experience Customer Journeys How To 148

Michelli Experience

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.

Customer Experience 223

Customer Experience Comparison Study Customer Service Training 223

Bill Quiseng

JANUARY 10, 2022

Leaders will RECOGNIZE and offer accolades for their people’s individual accomplishments and acts of service to colleagues or customers. When we create a great experience for people as much as we do for customers, we will earn the loyalty of both. And soon without our focus on profits, the profits will follow.

Leadership 167

Leadership Culture Loyalty Engagement 167

ShepHyken

DECEMBER 28, 2020

In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results. We are just heading out of the gifting season, but it’s not too late to understand the impact a gift to a customer can make. My Comment: Here is a fascinating article about loyalty and the customer experience.

Customer Service 114

Customer Service Loyalty Programs B2B Competitive Advantage 114

ShepHyken

AUGUST 9, 2021

The goal is not only to fix the situation but to also restore their trust and loyalty with you. Customer Experience Starts – and Stops – With Emotions by Kristi Knight. This article includes a comment that I don’t always agree with: Customer service begins where customer experience fails.

Customer Service 153

Customer Service Social Media Culture Report 153

ShepHyken

JANUARY 18, 2021

5 Key Customer Loyalty and Engagement Trends for 2021 by Michelle Wildenauer. What challenges and opportunities should customer loyalty and engagement specialists consider as they move further into 2021? Enrich the customer experience by starting with your employees by Michelle MacCarthy.

Self Service 135

Self Service Customer Service Customer Journeys B2B 135

ShepHyken

OCTOBER 10, 2018

We did this every week, and every week the manager and servers were happy to see us. That’s what builds confidence, trust and loyalty. 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.

Customer Service Training 124

Customer Service Training Loyalty Company Training 124

ShepHyken

DECEMBER 28, 2022

Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. . Manage the first impression. Manage last impressions. Customers want to work with people who “know their stuff.” . Excellent customer service lies in flexibility. I refer to these as loyalty killers. .

Fashion 138

Fashion Guidelines Policies Customer Service Training 138

ShepHyken

MARCH 24, 2021

Business management guru Peter Drucker said, “You can’t manage what you don’t measure.”. Why do our customers come back? There are a number of ways organizations measure customer satisfaction. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Measurement 160

Measurement Net Promoter Score Effort Score Customer Satisfaction 160

Ann Michaels and Associates

JULY 26, 2024

Here are ten ways to make your business more customer-centric: Understand Your Customers: Conduct regular market research and customer surveys to understand their needs, preferences, and pain points. Develop detailed customer personas to better tailor your products, services, and marketing efforts.

Loyalty 52

Loyalty Net Promoter Score Customer Journeys Social Media 52

ShepHyken

JANUARY 20, 2020

The insight won’t tell you if your customers love you or not, but it will give you an idea of how efficient you are in managing the support experience. When you make it easy – as in minimal or no effort – to get a problem resolved, you increase your customer’s confidence. by Wise Marketer Staff.

Customer Service 97

Customer Service Loyalty Programs Effort Score Self Service 97

ShepHyken

DECEMBER 15, 2021

Unfortunately, I don’t have the perfect answer, but I do have an idea to avoid a big part of the problem, which is how the customer experience is being impacted. . I’m seeing that customer loyalty is up for grabs. In our research, we see customers demanding a great experience in exchange for their repeat business.

B2C 130

B2C B2B Customer Service Training Customers 130

ShepHyken

MAY 12, 2019

Or, maybe a better question is: When should chat-bots replace humans for customer support? Seven Tips For Successful Customer Loyalty Programs In 2019 by Sallie Burnett. My Comment: My belief is that many customer loyalty programs are actually marketing programs. That’s not a bad thing. by Michael Stelzer.

Chatbots 98

Chatbots Loyalty Programs Customer Service Return on Investment 98

ShepHyken

JUNE 14, 2021

Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. MarTech Series) Harvard Business Review found that delighting your customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does. Forget Brand Loyalty. As the title implies, forget brand loyalty.

Customer Service 102

Customer Service Retail Loyalty Study 102

Bill Quiseng

APRIL 18, 2021

Having not experienced good examples of communication, collaboration or relationship-building skills, how will your people whom you entrust to take care of your customers emotionally connect with them? Remember that satisfied customers are not necessarily loyal ones. QUI CUSTOMER SERVICE LEADERSHIP STRATEGY.

Social Media 167

Social Media Customer Service Self Service Customers 167