ShepHyken

OCTOBER 3, 2023

I’ve said it before – I don’t agree with the saying that the customer is always right. Actually, I believe in the opposite, and it’s one of the concepts we teach in our customer service training workshops. It is this: The customer is NOT always right. … Connect with Shep on LinkedIn.

Customer Service Training 152

Customer Service Training Training Customers Customer Service 152

ShepHyken

MARCH 12, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Advertising 150

Advertising Customer Service Training Interaction Customer Experience 150

ShepHyken

OCTOBER 1, 2023

Speed Doesn’t Equal Success: The Limitations of AHT as a KPI by Othmar Mueller Von Blumencron (VIPdesk Connect) While top-notch products and services remain vital, the spotlight in recent years has undeniably shifted to the customer experience as a pivotal factor distinguishing one brand from another.

Customer Service 65

Customer Service Contact Center Average Handle Time Customer Service Strategies 65

ShepHyken

NOVEMBER 14, 2023

This corresponds to Emotional Connection on the Customer Hierarchy of Needs. Other words to describe fulfillment include satisfaction, happiness, and completeness – all emotions that potentially drive employee loyalty. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Insurance 148

Insurance Employee Experience Culture Customer Service Training 148

ShepHyken

DECEMBER 26, 2023

Be more engaged – Your customers want to feel that you’re focusing on them. Get customers to feel connected to you because they know you care. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 157

Customer Service Tips Guidelines Policies 157

ShepHyken

FEBRUARY 20, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Metrics 151

Metrics Customer Service Measurement Customer Service Training 151

ShepHyken

JANUARY 16, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 142

Customer Service Customer Centricity Customer Service Training Survey 142

ShepHyken

DECEMBER 6, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service Training 148

Customer Service Training Customers Interaction Customer Service 148

ShepHyken

MARCH 5, 2024

The concert examples are not unlike two companies competing for a customer’s business. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Customer Experience 82

Customer Experience Entertainment Customer Service Training Connections 82

ShepHyken

FEBRUARY 27, 2024

After the show, we heard from John Hughes , who is connected with me on LinkedIn. Rather than focusing on short surveys, I would say companies should truly investigate the principles by which customers choose them and then try to match the survey to the customers’ willingness to help. Connect with Shep on LinkedIn.

Survey 88

Survey Customer Satisfaction Customer Service Training Customers 88

ShepHyken

OCTOBER 10, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Culture 148

Culture Customer Service Training Employee Experience Course 148

ShepHyken

OCTOBER 17, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service Training 142

Customer Service Training Customer Service Interaction Customer relationships 142

ShepHyken

MARCH 26, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Entertainment 86

Entertainment Sports Customer Service Training Training 86

ShepHyken

OCTOBER 31, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Airlines 133

Airlines Customer Service Training Marketing Customer Service 133

ShepHyken

SEPTEMBER 12, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service Training 145

Customer Service Training Customer Service Training Customer Experience 145

ShepHyken

NOVEMBER 7, 2023

When they align with what’s meaningful to your customers, you potentially create a stronger connection. Appreciation: Your customers want and expect to feel appreciated for their willingness to pay you for the goods and services you sell. Emotional Connection: This is where loyalty is created.

Policies 96

Policies Meeting Customer Service Training Customers 96

ShepHyken

MAY 26, 2021

I told him, “I’m customer service speaker and we provide customer service training.” The lesson: Know who your customer is. If you can, plan in advance, do a little homework and spend a couple of minutes (or more) finding out what your customer does. He responded with, “You’re a design firm.”

Sales 142

Sales Customer Service Training Training Customer Service 142

ShepHyken

OCTOBER 24, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service Training 140

Customer Service Training Video Course Customer Service 140

ShepHyken

SEPTEMBER 19, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 138

Customer Service Effort Score Sports Conference 138

ShepHyken

MAY 30, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Wait Times 154

Wait Times Customer Service Training Customer Service Customer Experience 154

ShepHyken

SEPTEMBER 26, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 136

Customer Service Social Media Customer Service Training Training 136

ShepHyken

FEBRUARY 28, 2023

You want your customers to know and understand how you operate. Be Easy to Connect With – Do you make it easy for your customers to connect with you? However, its phone number is posted on every page of the website, just in case the customer needs help or has questions. Don’t hide behind fine print.

Chief Customer Officer 123

Chief Customer Officer Effort Score Policies Customer Service Training 123

ShepHyken

FEBRUARY 6, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Communication 90

Communication Airlines Customer Service Training Leadership 90

ShepHyken

NOVEMBER 28, 2023

And your experience may be different than your customers’. You must ask questions and communicate to understand and connect with them on their level. Back to that word, easy. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Advertising 86

Advertising Training Software Customer Service Training 86

ShepHyken

AUGUST 29, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service Training 123

Customer Service Training Sales Examples Customers 123

ShepHyken

JULY 4, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Conference 128

Conference Customer Service Training Customer Service Study 128

ShepHyken

AUGUST 16, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service Training 118

Customer Service Training Training Leadership Course 118

ShepHyken

MAY 24, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Sports 131

Sports Hospitality Customer Service Training Customers 131

ShepHyken

AUGUST 8, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service Training 117

Customer Service Training User Experience Customer Experience Employee Experience 117

ShepHyken

JANUARY 10, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Travel 92

Travel Customer Service Airlines Poor Customer Service 92

ShepHyken

JUNE 20, 2023

territories, such as Puerto Rico. 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. Connect with Shep on LinkedIn. mainland and U.S.

Customer Service 67

Customer Service Customer Service Training Travel Entertainment 67

ShepHyken

MARCH 14, 2023

A loyal customer not only comes back but also spends more than a typical customer and evangelizes your brand by sharing word-of-mouth referrals. This is because there is an emotional connection. Maybe it’s the way the customer is treated. Maybe there is an employee the customer loves to work with.

Loyalty 102

Loyalty Customer Service Training Customers Connections 102

ShepHyken

JANUARY 23, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Insurance 86

Insurance Banking Customer Service Training Retail 86

ShepHyken

AUGUST 1, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Hotels 117

Hotels Travel Exercises Customer Service Training 117

ShepHyken

AUGUST 16, 2021

My Comment: Scaling customer service or CX is about using technology to create a better experience. Unfortunately, some companies or brands lose sight and focus too much on the tech and end up losing their human-to-human connection. 3 Projects to Refresh your Customer Service Strategy and Relieve Stress by Laura Krajewski.

Customer Service 90

Customer Service Social Media Tips Multi-Channel 90

ShepHyken

JANUARY 11, 2023

Mitel provides a sophisticated, custom communications network that helps businesses connect, collaborate and take care of customers. The big takeaway is that the employee experience is a big contributor to the customer experience. Do we invest in technology and processes that make it easy for employees? .

Employee Experience 128

Employee Experience Customer Experience Self Service Call Center Experience 128

ShepHyken

MAY 16, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 121

Customer Service Advertising Customer Service Training Sales 121