ShepHyken

MARCH 26, 2024

What you probably don’t know is that other than a pleasant demeanor – hopefully a natural part of the employee’s personality – there was a lot of training to get this person educated about the company’s products so they could deliver a knowledgeable and helpful experience. They made your experience enjoyable and easy.

Entertainment 87

Entertainment Sports Customer Service Training Training 87

ShepHyken

OCTOBER 26, 2022

That is why hiring the right people and properly training them is so important. . Let’s talk about training for a moment. I’ve had debates with clients about training seasonal employees, part-timers, and employees they know will leave within a year. My position is that everyone must be trained.

Training 118

Training Customer Service Training Culture Brands 118

Comm100

NOVEMBER 3, 2017

How are you supposed to find social media training activities and courses that will bring everyone up to speed? The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Structured Training.

Social Media 117

Social Media Course Training Marketing 117

ShepHyken

FEBRUARY 19, 2023

Jeff Toister’s Top Tips for Crafting a Successful Customer Culture by Melanie Mingas (CX Network) CX author and keynote speaker Jeff Toister offers his advice for customer experience managers looking to create a winning customer culture. It’s no easy task, as customers’ wants and needs move quickly. (In

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

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 151

Advertising Customer Service Training Interaction Customer Experience 151

ShepHyken

AUGUST 19, 2019

(G2 Crowd) Providing great customer service is not a choice or luxury; it’s a standard your customers expect. Well, here are nine “how to not’s” to consider in your customer service strategy. If live chat and chatbots are part of your customer service strategy, read this article.

Customer Service 118

Customer Service Leadership Ecommerce Culture 118

ShepHyken

DECEMBER 14, 2022

That often means the customer won’t get the experience they could or should have. . While it may not be possible to eliminate FOMU altogether, a culture that empowers employees to make good decisions is what you want. Employees must have the confidence to overcome FOMU, and this comes from proper training and praise.

Customer Service Training 75

Customer Service Training Culture Training Customer Service 75

ShepHyken

JULY 27, 2022

The culture aligns with the employee’s values – and everyone seems to be in alignment with the culture. Continual training keeps employees interested and helps build new skills. . If you hire good people and train them well, let them do their job! . Employees enjoy their coworkers. that is important to the employee.

Culture 67

Culture Employee Experience Customer Service Training Training 67

ShepHyken

NOVEMBER 25, 2020

The Right Culture : This is where it starts. Leadership defines the customer service and CX vision for everyone to follow. Good People: The people on the inside of the organization create the experience for the customers on the outside. As with any good recipe, feel free to spice it up a little!

Customer Service 145

Customer Service Leadership Training Customer Service Training 145

ShepHyken

SEPTEMBER 28, 2020

CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. MarketingWeek) At our exclusive roundtable featuring members of 2020’s CX50, the consensus was that taking care of employees has helped take care of customers in this time of crisis.

Customer Service 76

Customer Service Culture Poor Customer Service Contact Center 76

Integrity Solutions

OCTOBER 27, 2021

After all, you can’t consistently deliver at such a high level- at every customer touch point- if only certain people are responsible for making sure it happens. In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

Company 73

Company Fashion Customer Service Training Comparison 73

ShepHyken

DECEMBER 1, 2021

Brian Kealy, the CEO of Baptist Health South, a healthcare system in Southern Florida, believed that if you have the right culture and treat your employees in such a way that they would never want to find another job, they will treat customers (patients and their families) the same way.? . Follow on Twitter: @Hyken.

Healthcare 126

Healthcare Customer Service Training Feedback Leadership 126

ShepHyken

FEBRUARY 7, 2023

The cost of employee turnover goes beyond hiring and training. When good people leave, it can negatively impact the morale of other employees, and when people aren’t happy working for a company, the customers can sense it. That can cause customers to leave as well. There are hundreds of other ideas that I could have included.

Customer Service Training 123

Customer Service Training Training Employee Experience Company 123

ShepHyken

SEPTEMBER 29, 2022

Their customers don’t know about this initiative. They don’t know about the hours of training the employees are going through. Once again, I share one of my favorite concepts: What’s happening inside the organization is felt on the outside by customers. . All of this is happening inside their organization.

Customer Service Training 126

Customer Service Training Training Video Customer Experience 126

ShepHyken

SEPTEMBER 21, 2022

After you hire good people and properly train them to do their jobs, don’t get in their way! If you’ve been following my work, you’ll recognize this concept: What’s happening inside the organization is felt on the outside by the customers. Employee trust fosters customer trust. Follow on Twitter: @Hyken.

Leadership 73

Leadership Feedback Customer Service Training Training 73

ShepHyken

DECEMBER 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.

Sales 93

Sales Customer Experience Tips Customer Service Training 93

ShepHyken

OCTOBER 28, 2019

How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. Freshdesk) Building an airtight customer service strategy is the best way to weather the demands of today’s savvy customers. Super-charge the Journey to Customer-Centric Culture. by Wayne Simmons.

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

Storyminers

JULY 6, 2020

Aimee has over 20 years of experience improving service delivery and transforming CX through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing, instructional design, and training. Jeff helps clients develop customer-focused cultures.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

NOVEMBER 21, 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 85

Airlines Customer Journeys Groups Customer Service Training 85

ShepHyken

JUNE 6, 2022

They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales. My Comment: John DiJulius is one of the smartest customer service/CX experts on the planet.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

Storyminers

JULY 6, 2020

Aimee has over 20 years of experience improving service delivery and transforming CX through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing, instructional design, and training. Jeff helps clients develop customer-focused cultures.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

JUNE 28, 2021

(Governing) In the public sector, customer service can easily devolve to “our way or the highway.” The head of the Arlington, Texas, planning department is transforming its service culture into a place where your “dream comes true.”. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 143

Customer Service Government Customer Service Training Loyalty 143

ShepHyken

DECEMBER 22, 2021

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. And remember to praise both the performer and the performance. .

Customer Service Training 131

Customer Service Training Leadership Video Feedback 131

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

ShepHyken

DECEMBER 20, 2017

By the way, I’ve written about these before, but after seeing the Five9 report, this is a perfect time to remind ourselves of some of these important strategies and tactics that will help us with each and every one of our customers. Customer service doesn’t just happen on the front line. Be present in the moment.

Customer Service 110

Customer Service Competitive Advantage B2C Culture 110

ShepHyken

APRIL 27, 2020

” 15 Customer Service Strategies To Help You Deliver A 5-Star Experience by Forbes Coaches Council. Forbes) If your company is struggling, transforming your customer support into a 5-star experience can inject new life into your business. My Comment: Creating a good customer experience is more than a strategy.

Customer Service 83

Customer Service Government Hospitality Trends 83

ShepHyken

DECEMBER 18, 2019

The mantra is a simple phrase—one sentence or less—that sums up your customer service culture. 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 123

Customer Service Customer Experience Tips Social Media 123

Michel Falcon Experience

OCTOBER 21, 2019

If you’re growing too fast without a customer-centric strategy to support this growth, then the seams of your company will start to unravel. When our company added another venue and 50+ new team members I knew we would need help so I created a Culture Committee team. If you’re already doing this, great!

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

ShepHyken

SEPTEMBER 19, 2016

Each week I read a number of customer service articles from various online resources. The Customer Service Strategies Behind Zappos’s Success by Sharpen. This article is filled with comments about the company’s culture, empowering employees and much more. Are customer service chatbots full of chit?

Customer Service 0

Customer Service Chatbots Culture Tips 0

ShepHyken

MAY 16, 2018

A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. The EX is part of the culture. Follow on Twitter: @Hyken.

Employee Experience 96

Employee Experience Hotels Video Culture 96

ShepHyken

SEPTEMBER 18, 2017

Four Steps To Strengthen The Customer-Centric Culture In Your Company (And Improve Customer Service Along The Way!) by Paul Selby (CustomerThink) I offer some ways to inject customer service across the business and simultaneously raise the bar on customer service. This is how it’s done!

Customer Service 82

Customer Service Hospitality Customer Centricity Competitive Advantage 82

ShepHyken

NOVEMBER 9, 2022

In Bill Price’s words, “If you don’t make it really simple and easy for customers, someone else will do it for you.” . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken.

Competitive Advantage 70

Competitive Advantage Customer Focused Customer Service Training Meeting 70

Comm100

OCTOBER 8, 2016

Create educational and training materials. Whether or not you keep your customers depends upon how much value they get out of your products or services. But how can your customers get value out of your offerings if they don’t know how to properly use them? consumers switch service providers due to poor service.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

ShepHyken

DECEMBER 6, 2021

My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department. It’s baked in the culture. So, if customer service isn’t a department, what do you call it? How about “customer care?” Read the expert commentary, and you can decide for yourself.

Self Service 67

Self Service Customer Service Chatbots Customer Care 67

SurveySparrow

OCTOBER 1, 2023

With high-touch services, you wouldn’t be left to figure it out on your own. This expert takes you through the software step by step, tailoring the training to your specific needs. Low Touch : Low touch services cater to a broader audience, offering standardized services that can accommodate a larger customer base.

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

Service Untitled

NOVEMBER 28, 2012

Recently, I sat down with Ritz-Carlton Vice President Diana Oreck to see if she could share any more secrets to the company’s customer service super sauce. She heads up the company’s executive training program, The Ritz-Carlton Leadership Center. Q: Retention is a big issue for a lot of customer service teams.

Customer Service 92

Customer Service Hotels Hospitality Leadership 92