ShepHyken

APRIL 28, 2021

The customer service rep would never have suggested taking the car to the dealership had she truly heard the customer say, “It won’t start.” She was probably just going through the motions with the troubleshooting exercise, not really paying attention to her customer. Show some empathy. This ties back to listening.

Transportation 174

Transportation Customer Service Training Exercises Training 174

Who's Your Gladys?

APRIL 4, 2016

Customer service is like exercise – do it right, and you see results. If it was, everyone would have six-pack abs and a stellar customer-focused culture. Want to pass the customer focus fitness test? The post Does Your Business Pass the Customer Service Fitness Test? It’s simple.

Customer Service 100

Customer Service Exercises Culture Customer Focused 100

ShepHyken

JANUARY 1, 2020

I have a little two-part exercise for you to do. The second part of the exercise is to create a plan to repeat them. 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.

Exercises 109

Exercises Customer Service Training Training Customer Service 109

ijgolding

MAY 9, 2017

When it comes to Customer Experience, benchmarking is regularly seen by many leaders as being an important ‘yardstick’ by which to determine the success of their business in achieving their customer focused objectives – if indeed they have customer focused objectives in the first place.

Net Promoter Score 152

Net Promoter Score Effort Score Customer Experience NPS 152

ShepHyken

JANUARY 15, 2020

For some cases, you may consider repeating these training exercises and drills every six months. 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.

Training 152

Training Customer Service Training Exercises Course 152

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. Follow on Twitter: @Hyken.

Company 72

Company Fashion Customer Service Training Comparison 72

Kerry Bodine

DECEMBER 16, 2016

The customer focus is extremely valuable! I recommend this workshop to anyone trying to improve processes with customer impact.” — Robert Quinn, American Water. You’ll get to ask all your burning questions about journey mapping, hear best practices and examples, and swap tips with other customer experience practitioners.

Customer Journeys 120

Customer Journeys Exercises Tips Course 120

ShepHyken

SEPTEMBER 23, 2020

We’re just out there to get some exercise and have fun. 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. Follow on Twitter: @Hyken.

Effort Score 130

Effort Score Exercises Travel Customer Service Training 130

ShepHyken

SEPTEMBER 7, 2022

In our customer service workshops , we do an exercise in which we ask participants what their favorite companies are to do business with and why. When a customer places an order, he or she is immediately notified by email. It creates confidence and credibility and gives the customer a sense of control. .

Communication 72

Communication How To B2C Exercises 72

ShepHyken

AUGUST 31, 2022

I recently presented a customer service keynote speech for a company event at Gershman Investment Corp. That was the setup for an exercise we did in the middle of the presentation. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken.

Hospitality 67

Hospitality Exercises Customer Service Training Examples 67

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises. Building a customer-centric culture is not something you can address with a list of tactics. Customer experience suffers, and customers lose faith in the overall brand. The Ideal Customer Journey.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Comm100

FEBRUARY 6, 2023

This will enable you to track the customer journey and behaviour more efficiently. It also allows you to create a more customer-focused experience. You can proactively engage with customers by soliciting feedback, sending timely messages, and starting meaningful conversations.

Financial 200

Financial Trends Self Service Customer Experience 200

ShepHyken

SEPTEMBER 14, 2016

If you’ve been following me for longer than a year, then you know that Customer Service Week is the first full week of October, and this year its October 3-7. So, as we approach this year’s customer focused holiday, I want you to consider working through an exercise that will help you create a better customer service experience.

Company 48

Company Exercises Customer Focused Customer Service Training 48

Service Untitled

APRIL 2, 2010

Service Untitled The blog about customer service and the customer service experience. The stores were all designed and recreated using the feedback of customers and customer focus groups that had been developed. So what did customers say they wanted? The customer focus group wanted wide and clutter free aisles.

Customer Focused 40

Customer Focused Self Service Groups Customer Satisfaction 40

Customer Bliss

OCTOBER 13, 2015

Layering ‘customer work’ on top of the already full plates of operational leaders and teams is the recipe for customer focus abandonment. Use your Customer Journey framework that you established in Competency Two (Align Around Experience) to inventory all of the current projects, organized by the stage of the experience they impact.

Exercises 100

Exercises Customer Journeys Leadership Company 100

ClientSuccess

JANUARY 25, 2021

And, for as much as you work to make customer success an organization-wide effort, your department leaders and/or executives are most likely the ones spearheading this initiative, leaving CSMs themselves free to deal with customer-focused tasks. Actionable ways to bridge the gap between customer success and marketing.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

Service Untitled

APRIL 8, 2010

Service Untitled The blog about customer service and the customer service experience. Customer focus development Customer focus is more than just adding directions to your. Is customer service commensurate with price in real estate sales? Untitled gives tips for helping customer focus with the right attitude.

Customer Focused 41

Customer Focused Customer Service Representative Policies Training 41

ShepHyken

FEBRUARY 6, 2019

It was Tony Hsieh’s book that inspired Hopkins to write his own culture book, which is a great exercise for an organization to consider. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. He will also fire for a lack of any of the core values. Follow on Twitter: @Hyken.

Culture 110

Culture Exercises Customer Service Training Brand Values 110

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport has a true-false quiz for each module, whereas the CCXP Exam Course has 275 multiple choice questions and module-specific workbooks with Topic Exploration, Application, and Mastery exercises. Almost-automatic CX excellence means preventing issues for customers consistently.

Sports 71

Sports Customer Experience Handbook Case Study 71

Experience Investigators by 360Connext

JANUARY 5, 2021

They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

ShepHyken

MARCH 14, 2022

My Comment: We kick off this week’s Top Five roundup with a robust article that takes us back to the basics, journey mapping the customer experience. If you haven’t done this exercise before, it’s time. In other words, it’s all of the interaction points the customer experiences. And it’s so simple – even easy!

Customer Journeys 73

Customer Journeys Customer Service Call Center Entertainment 73

ShepHyken

JANUARY 18, 2017

If you’re hiring someone that is going to do a lot of written correspondence with customers you need someone with good communication skills – a command of the English language, as in punctuation, spelling and grammar. There is an exercise we occasionally do in our workshops. That’s a skill. All of the above and more.

Customer Service 48

Customer Service Exercises Customer Focused Customer Service Training 48

ShepHyken

JANUARY 14, 2019

(cp2experience) I have framed all my top tips around the benefits to customers (and employees) and identified how technology can support the delivery of an enhanced, competitively distinct customer experience. My Comment: Here’s a list of ten strong tips to help you and your organization become more customer focused.

Customer Journeys 93

Customer Journeys Customer Service Sports eBook 93

Thematic

AUGUST 31, 2023

This sparked my interest in joining Thematic , an AI-powered software that enables customer-focused companies to obtain clear and accurate insights from customer feedback quickly and easily. Overall, the exercise of comparing these two apps was both interesting and enjoyable.

Chatbots 62

Chatbots Comparison Analysis Feedback 62

Experience Investigators by 360Connext

JULY 24, 2019

Retrofitting customer experience means baby steps and giant leaps. The struggle to move an entire organization from product- or sales-focused to customer-focused is intense. CX Problem #2: Customer focus is limited to customer-facing roles. Advocates stand up for customers whenever and wherever they can.

Customer Journeys 110

Customer Journeys Culture Customer Centricity System 110

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Learn More. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

delighted

JANUARY 7, 2021

Using a customer journey map to improve the customer experience. Outlining current processes helps to visualize what your customer is experiencing in real time and may unveil common pain points that need to be addressed. . Gaining a deeper understanding of your customer.

Customer Journeys 98

Customer Journeys Touchpoint Net Promoter Score Exercises 98

CloudCherry

FEBRUARY 28, 2018

It’s important to leverage different touchpoints such as Email, SMS, Websites and more to listen to what the omni-channel customer is saying today. And acting on this feedback shows customers that you care and portrays to the world the customer-focused culture you’ve instilled. How do you view training at your company?

Customer Centricity 231

Customer Centricity Culture Omni-Channel Company 231

ShepHyken

JULY 25, 2018

Don’t deliver on the CX and the customer will find someone – or some company – that does. In many of our customer service workshops, we do an exercise where the participants answer a powerful question that helps them understand what makes them different: Why should someone do business with us? Follow on Twitter: @Hyken.

Employee Experience 91

Employee Experience Customer Experience Exercises Customer Service Training 91

CX Journey

APRIL 25, 2018

Journey mapping is a creative process that allows you to understand – and then redesign – the customer experience. Why Map Journeys Mapping isn’t just a lame exercise; it’s a learning exercise. Companies learn about their customers and about the experience they put them through to interact with the business.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

ShepHyken

JULY 26, 2017

Customer service is the same way. In some of the workshops we present on service, there is an exercise where we ask the audience members to come up with the most common complaints they hear from customers. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Exercises 94

Exercises Video Policies Customer Service Training 94

ShepHyken

SEPTEMBER 23, 2019

3 Common Errors That Can Render Your Customer Journey Maps Ineffective by Leonie Brown. Forbes) We’ll look at three common errors that could be derailing your company’s efforts at customer-journey cartography. My Comment: Journey maps are an important exercise for virtually any organization to go through.

Customer Journeys 99

Customer Journeys Customer Service B2B Social Media 99

ShepHyken

MAY 27, 2019

Even if you’re not in the restaurant business, this is such a clear example, you’ll be able to see the benefits and opportunities your organization will have if you choose to go through this valuable exercise. SeesionStack) In this blog post, I’ll focus only on the role customer support plays in a successful marketing strategy.

Customer Journeys 104

Customer Journeys Customer Service Employee Engagement Exercises 104

Ian Williams

JUNE 10, 2019

Is the problem Customer Experience itself or the way in which it’s being done? In part 4 we look at CX done with no goal, CX done as a cost-cutting exercise and CX done tactically not strategically. . Customer Journey Mapping is great, but the output is not just about the map. CX done as a cost-cutting exercise.

Customer Journeys 40

Customer Journeys Customer Experience Self Service Exercises 40

Comm100

DECEMBER 19, 2017

It is also imperative that you start instilling a customer-focused attitude among employees through workshops and training, as well as ensuring your own stated values and behavior role-model what you want to achieve. Prioritize activities and allocate them to employees. Here are some activities to consider: Define the strategy.

Strategy 291

Strategy Customer Experience How To Customer Journeys 291

Kayako

APRIL 25, 2017

Sending out surveys is a futile exercise if you don’t take action on the results. To win the war on reducing customer effort, we need to go deeper. Just how companies might be measuring customer satisfaction incorrectly , the same applies with customer effort. Every customer’s experience matters.

Effort Score 158

Effort Score How To Net Promoter Score Survey 158