ShepHyken

JUNE 19, 2019

Perhaps the biggest friction point of all with customers is making them wait and disrespecting their time. I recently shared the stage with Jeff Nicholson, global head of CRM for Pegasystems, at the PegaWorld users conference in Las Vegas. Our discussion was all about eliminating friction, especially in the customer support world.

Self Service 131

Self Service Customer Service Conference Customer Service Training 131

TechSee

JUNE 16, 2022

Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

MAY 30, 2018

You may or may not know I’m hired to do keynote speeches at conferences around the world. One of the first questions I like to ask my client when they are interested in having me speak is, “Why do you want to hire a professional speaker for your conference?” Solve Your Customers’ Problems appeared first on Shep Hyken.

Transportation 94

Transportation Conference Sports Customer Service Training 94

ShepHyken

JANUARY 24, 2018

If you’ve ever been to a hotel for a conference, they are the people who set up the audio/visual support, the staging, lighting, rigging, and more. Prior to the “departure meeting”, the director of event technologies is briefed on some of the highlights of the client’s conference, which are brought up during the discussion.

Hotels 99

Hotels Conference Meeting Fashion 99

ShepHyken

OCTOBER 23, 2019

A couple of weeks later, I attended a conference at a hotel in Orlando. 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 100

Hotels Conference Customer Service Training Meeting 100

ShepHyken

MARCH 18, 2019

(MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

ShepHyken

MAY 2, 2018

The short version of my story is this: At a recent conference, the client gave their speakers a gift – a backpack filled with swag that included fancy water bottles, fleece pull-overs and more. Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author.

Hotels 89

Hotels Customer Service Training Training Conference 89

ShepHyken

MARCH 25, 2019

My Comment: A company that is known for its amazing customer service has it baked into its culture. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values. My Comment: Last week I attended the Oracle ModernCX conference in Las Vegas.

Customer Service 107

Customer Service Competitive Advantage Trends Culture 107

ShepHyken

JULY 19, 2017

I just returned from Influence 2017 , the annual conference put on by the National Speakers Association. He shared an excellent customer service example that can be summed up this way: Trust your customers and they will trust you. The post Do You Trust Your Customers? Do Your Customers Trust You?

Conference 108

Conference Customer Service Training Customers System 108

ShepHyken

MAY 16, 2022

If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 64

Customer Service Net Promoter Score Airlines Customer Journeys 64

ShepHyken

APRIL 3, 2017

Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. Winning at Social) Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of social media. Follow on Twitter: @Hyken.

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

JULY 5, 2017

Companies who can personalize their experiences win over customers. I recently attended the Internet Retailers Conference and Expo (IRCE) in Chicago and listened to a number of keynote and breakout presenters talk about how personalization is becoming one of the major differentiators. The fifth P stand for Personalization.

Marketing 98

Marketing Customer Relationship Management Conference Customer Service Training 98

ShepHyken

JANUARY 6, 2020

This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center. That said, ROX can apply to any part of the customer experience. 6 Ways to Upgrade Your Customer Experience in 2020 by Gene Hammett.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

ShepHyken

JUNE 22, 2016

Customer Experience. I recently was invited by Pegasystems to attend Pegaworld 2016, their annual users’ conference. The conference was everything about CRM (customer relationship management). Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Meeting 83

Meeting Wireless CRM Conference 83

ShepHyken

OCTOBER 19, 2020

My Comment: My buddy and fellow CX expert, John DiJulius, puts on an amazing customer service and CX conference every year. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. This is the recap of the second week. Follow on Twitter: @Hyken.

Customer Service 75

Customer Service Chatbots Effort Score Voice of Customer 75

ShepHyken

MAY 3, 2017

I recently spoke at a conference. 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. When was the last time you called your business?

Interaction 93

Interaction Conference System Customer Service Training 93

ShepHyken

APRIL 23, 2018

Almost every conference I attend is talking about the balance between digital and human. Shep Hyken is a customer service expert, professional 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 79

Customer Service Employee Engagement Study Conference 79

ShepHyken

JUNE 25, 2018

The Top 10 Customer Experience Keynote Speakers by Blake Morgan. Blake Morgan) Join the conversation and make customer experience a focus in your organization by bringing in an expert as a keynote speaker for a conference or event. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Loyalty Tips Conference 85

ShepHyken

MAY 14, 2018

My Comment: This is one of the most incredible demonstrations of AI I’ve seen – direct from Google I/O 2018 (their developer’s conference). While the short article and video is focused on the consumer, imagine what the experience would be in a customer service role. Be sure to watch the short video. It is amazing!

Customer Service 76

Customer Service Employee Experience Video Conference 76

ShepHyken

MAY 8, 2017

10 Content Marketing and Customer Experience All-Stars by James A. CIO) From the recent Adobe digital marketing conference, here are 10 examples of brands (and in one case, an Australian entrepreneur) that are killing it with their content marketing and/or customer experiences. For information contact or www.hyken.com.

Customer Service 81

Customer Service Airlines Contact Center Conference 81

ShepHyken

DECEMBER 9, 2019

(LiveHelpNow) Nate Brown discussed the customer-first initiative, 4 rounds of customer experience management, and how to win customers’ loyalty the way small-town shops do during the SmallBizCX conference. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 71

Customer Service Airlines Call Center Case Study 71

Kayako

NOVEMBER 21, 2018

After answering customer emails and resolving support tickets for a few months, Ahref’s marketers have a much better understanding of how their customers think, which helps them create content, develop marketing messages and speak to the issues they know their customers experience.

Culture 120

Culture Banking How To Customer Service 120

ShepHyken

MARCH 20, 2017

Why Your Sales Pitches Will Never Earn You Loyal Customers by Rachel Quetti . Shep Hyken is a customer service expert, professional 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 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

JANUARY 21, 2019

(Copperberg) We’ve put together a brand new eBook with Shep Hyken looking at Excellence in Service! (My My Comment) Last year I flew to Amsterdam to speak on customer service at an industry conference. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 69

Customer Service eBook Case Study Social Media 69

ShepHyken

MARCH 29, 2017

So, what does a social media marketing conference have to do with customer service? It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that. For information contact or www.hyken.com.

Customer Care 48

Customer Care Social Media Conference Customer Service Training 48

ShepHyken

SEPTEMBER 19, 2018

We do an exercise in our customer service workshops. We ask the audience members to confer with their colleagues to answer the following question: “What are the most common complaints that you hear?”. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Hotels 23

Hotels Exercises Conference Customer Service Training 23

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Colin has written seven bestselling books on Customer-driven growth. Aimee Lucas. Dan Gingiss.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

AUGUST 29, 2017

First Up: Shep Hyken’s opening comments focus on introducing Nick Francis and his company Help Scout, and the recent fireside chat they had at a recent customer service and support conference. They discuss how important customer service is to your business and why it’s vital to set yourself apart from your competition.

Customer Centricity 37

Customer Centricity Conference Advertising Loyalty 37

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Colin has written seven bestselling books on Customer-driven growth. Aimee Lucas. Dan Gingiss.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Follow on Twitter: @Hyken.

Social Media 87

Social Media Self Service Customer Service Marketing 87

ShepHyken

JULY 8, 2019

CCW (Customer Contact Week) included thought-provoking general sessions, tactical “how to” workshops, a tradeshow showcasing the latest and greatest in the industry and more. If you’re in the customer care world and haven’t attended the CCW conference, this article may entice you to attend their next event.

Customer Service 115

Customer Service Social Media Customer Experience Professionals Customer Care 115

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

SEPTEMBER 19, 2022

Sartini adds that when employees are treated fairly and feel empowered, they in turn deliver better experiences for customers. My Comment: Years ago, I was the keynote speaker at a Morton’s Steakhouse general managers conference. Go to The Customer Focus to learn more about our customer service training programs.

Loyalty Programs 64

Loyalty Programs Customer Service Infographics Chatbots 64

ShepHyken

OCTOBER 7, 2019

My Comment: One of the most popular discussions I’m hearing at conferences has to do with the balance between a digital experience and a human experience. This article is a reminder, along with a few good ideas, to become a more “customer-centric” organization. Follow on Twitter: @Hyken.

Customer Service 112

Customer Service Infographics Customer Centricity Social Media 112