ShepHyken

OCTOBER 1, 2024

If you’re reading this article the day it comes out, then next week – the first full week of October – is Customer Service Week. I refer to this vision as a mantra , which is a sentence or less describing what you want your customers to experience. Over the years, I’ve shared many more ideas about Customer Service Week.

Customer Service 92

Customer Service Exercises Video Customers 92

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Introduction.

Social Media 124

Social Media Customer Service Strategies Strategy Customer Service 124

Ecrion

JULY 22, 2019

Every year, businesses lose over $75 billion in potential revenue thanks to one thing: poor customer service. And while studies show that about 1 out of every 26 customers complain about poor customer service, over 90% of those dissatisfied customers simply stop working with your business — and never come back.

Customer Service Training 78

Customer Service Training Training Customer Service Customer Journeys 78

ShepHyken

OCTOBER 22, 2024

In the customer service world, we’re contacted by customers who have questions and problems. is an opportunity for a positive customer service conversation right from the start. Here are three ideas: Yes and No – If you’ve been in sales, you may have been taught that the goal is to get the customer to say yes.

Customer Service 87

Customer Service Customer Service Training Customers Loyalty 87

ShepHyken

OCTOBER 15, 2024

Good customer service becomes noticeable for two reasons: A company or brand can be known for amazing customer service and experience. Customers may notice the employees’ attitude, how easy they are to do business with and more. However, over time, customers will notice that there are never problems.

Customer Service 87

Customer Service Customer Service Training Customers Customer Experience 87

ShepHyken

SEPTEMBER 19, 2023

So, what does this have to do with business, specifically customer service and CX? In the customer service world, we should create a “game plan” to deliver an experience that is perfect, never requiring a customer to reach out to us because of problems. Plenty! In any team sport, the goal is to win.

Customer Service 143

Customer Service Effort Score Sports Conference 143

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. While all three of these customer service and CX metrics can formally be measured, most likely, you’re not the one doing the measuring.

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Metrics Customer Service Measurement NPS 157

ShepHyken

JULY 30, 2024

We can call it Lousy Service Versus Good Service , or a better title I came up with: The Dark Side Versus the Shep Side. The Dark Side of service is just bad. The opposite is what I teach in my CX keynote speeches and customer service training program. Shep Side: Customers don’t wait.

Customer Service 90

Customer Service Policies Customer Service Training Training 90

ShepHyken

JANUARY 16, 2024

When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. They should learn firsthand what it’s like to be a customer. It’s just our perception.

Customer Service 148

Customer Service Customer Centricity Customer Service Training Survey 148

Bill Quiseng

DECEMBER 13, 2021

That’s why a high customer retention rate is an important goal for many businesses. Excellent customer service is one of the best ways to achieve this goal. Customer retention supports long-term growth because it creates a loyal customer base. Why Does Customer Service Impact Retention?

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

ShepHyken

APRIL 11, 2023

The employees recognized that customer service is a team sport. It’s everyone’s job to make sure the customers leave happy. Unfortunately, I’ve also witnessed the opposite at a restaurant. Get more information on The Customer Focus ™ customer service training programs. I liked what I was seeing.

Sports 141

Sports Customer Service Customer Service Training Customers 141

ShepHyken

MAY 16, 2023

I like the title of this article, but perhaps a more appropriate title might be: Customer Service Is Like Being Married. The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. Connect with Shep on LinkedIn.

Customer Service 122

Customer Service Advertising Sales Customer Service Training 122

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. That’s what I want you to do with your customers. Happy New Year! And for everything else, too!

Customer Service 162

Customer Service Tips Guidelines Policies 162

ShepHyken

SEPTEMBER 26, 2023

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. Instead, I want to emphasize the last part of my response to the question: sometimes, customer service agents – and other employees – have different answers to the same questions. The problem is a training issue.

Customer Service 141

Customer Service Social Media Customer Service Training Training 141

ShepHyken

OCTOBER 12, 2022

We don’t have the budget to expand our customer support department. . Our annual customer service research shows that of all the ways customers reach out for customer support, social media channels like Twitter, Facebook, Instagram, and others are at the bottom of the list, but that doesn’t mean they should be ignored. .

Social Media 163

Social Media Customer Service Customer Care Customer Service Training 163

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. There are at least three lessons we can learn from this story: Laziness: That should never be an excuse for providing poor customer service. However, she also made a mistake. What was it?

Travel 98

Travel Customer Service Airlines Poor Customer Service 98

ShepHyken

JULY 21, 2021

In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. The shortest customer service speech ever …. “BE The post The Shortest Customer Service Keynote Speech Ever! Okay, here goes.

Customer Service 174

Customer Service Customer Service Training Customers Video 174

ShepHyken

OCTOBER 5, 2022

Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. She created an experience for her customer. She created an experience for her customer. This is where sales and customer service collide. Here’s the short version.

Sales 125

Sales Customer Service Advertising Customer Service Training 125

ShepHyken

JANUARY 31, 2023

Being purposeful about little things that are expected and cost nothing – or next to nothing – can go a long way in getting a customer to think of your business as a first-class organization. Get more information on The Customer Focus ™ customer service training programs. Follow on Twitter: @Hyken

Customer Service 145

Customer Service Customer Experience Hotels Customer Service Training 145

ShepHyken

SEPTEMBER 5, 2023

I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. But today’s answer is not just timely, but also timeless. Connect with Shep on LinkedIn.

Customer Service 90

Customer Service Customer Service Training Customers Interaction 90

ShepHyken

JANUARY 20, 2021

Follow these simple steps and start to improve your customer service, even if it’s just by 1%! 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 163

Customer Service Customer Journeys Exercises Touchpoint 163

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. Plus, we gathered two examples from brands that are creating stellar customer experiences at scale. Plus, we gathered two examples from brands that are creating stellar customer experiences at scale.

Customer Service 69

Customer Service Contact Center Average Handle Time Customer Service Strategies 69

ShepHyken

AUGUST 5, 2020

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? Is it people who aren’t properly trained or don’t have the right people skills? We add one extra question: “How often does this happen?”

Customer Service 163

Customer Service How To Exercises Customer Service Training 163

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Just as we want our customers to come back, we want our employees to stay.  . Keep those phones open for your customers!

Self Service 141

Self Service Customer Experience Customer Service B2C 141

ShepHyken

APRIL 6, 2022

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?”

Customer Service 129

Customer Service Customer Service Training Customers Retail 129

ShepHyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. When you do, you’ll have a better 2024 – and so will your customers! Happy New Year! What’s 2024 going to be like? Here are my top predictions for 2024.

Trends 100

Trends Customer Service Customer Service Training Customer Retention 100

InteractionMetrics

AUGUST 14, 2024

Each interaction your customers have with your company’s representatives gives them either a positive or a negative view of your company. In other words, your customer service is either promoting your brand or driving your customers away. What Exactly is Customer Service Consulting? trillion.

Consulting 52

Consulting Customer Service Company Call Recording 52

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S.

Customer Service 96

Customer Service Social Media Tips Multi-Channel 96

ShepHyken

MARCH 16, 2022

Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX). So, with that, I bring you Shep’s Law of Customer Service , which is: . The post Back to Class: Shep’s Law of Customer Service appeared first on Shep Hyken.

Customer Service 122

Customer Service Customer Service Training Customers Customer Experience 122

ShepHyken

JUNE 20, 2023

From these stories – and there are plenty more just like them – here are a few lessons we can take away: Customer Service Training: Many problems can be avoided with good customer service training. There is the soft-skill side of customer service, being friendly and empathetic.

Customer Service 69

Customer Service Customer Service Training Travel Entertainment 69

ShepHyken

NOVEMBER 25, 2020

Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” Leadership defines the customer service and CX vision for everyone to follow. So, I’ve listed some of the essential ingredients. In the meantime, this is enough to get you started.

Customer Service 150

Customer Service Leadership Training Customer Service Training 150

ShepHyken

APRIL 13, 2022

Just out of college I started my career as a customer service expert. It was a chosen profession that had its roots in something that happened to me when I was younger, an event that caused me to become obsessed with customer service. . These lessons laid the foundation that ignited my passion for customer service.

Self Service 135

Self Service Customer Service Customer Focused Customer Service Training 135

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. by GISuser. Here’s Why.

Customer Service 160

Customer Service Airlines Tips Customer Service Strategies 160

ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). It’s not like companies purposely provide poor customer service.

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Culture Customer Service Poor Customer Service Leadership 110

ShepHyken

JANUARY 11, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Measure Your Customer Experience Maturity by Sharon Florentine. 10 Important Components of a Social Media Customer Service Strategy by VHT MARKETING. The case is made in the first paragraph.

Social Media 98

Social Media Customer Service Guidelines Loyalty 98

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. Here are my top five picks from last week.

Customer Service 148

Customer Service Government Customer Service Training Customers 148

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. 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. Here are my top five picks from last week.

Customer Service 76

Customer Service Metrics Social Media Retail 76