ShepHyken

APRIL 29, 2020

I’m going to switch up my typical customer service and experience content to share a little motivation. A friend of mine is in the television business, where the main source of income is advertisers—advertisers who are dramatically cutting back, if they’re even advertising at all. Follow on Twitter: @Hyken.

Advertising 118

Advertising Healthcare Financial Customer Service Training 118

ShepHyken

JUNE 2, 2021

Amazon has changed the way customers think. It has pushed customer service and experience to a higher level. It doesn’t matter what type of business or industry, Amazon has changed what customers want and expect from any type of business. Walmart was bigger and spent more on advertising. You can do the same.

How To 134

How To Retail Advertising Customer Service Training 134

Experience Investigators by 360Connext

JANUARY 28, 2020

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. First, understand the true costs of NOT investing in customer experience. Image credit: Forrester.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

MAY 1, 2019

I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying process or when there is a problem. Apple: They are masters at engaging their customers at almost every level.

Brands 123

Brands Customer Service Self Service Advertising 123

ShepHyken

JANUARY 18, 2023

Recently I wrote my annual Forbes article featuring customer service and CX predictions and trends for 2023. The best marketers have realized that personalization is a way to get closer to the customer – or at least make it appear to be so. We’ll use two Nike shoe customers as an example. This also applies to sales.

Advertising 65

Advertising Customer Service Training Customer Service Trends 65

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. million customers. by GISuser.

Customer Service 156

Customer Service Airlines Tips Customer Service Strategies 156

ShepHyken

AUGUST 29, 2022

Each week I read many customer service and customer experience articles from various resources. 10 Ways To Keep Your Existing Customers Around for the Long-Term by ASBN Newsroom. Atlanta Small Business Network) The biggest marketing cost most small businesses face is that of acquiring new customers.

Customer Service 65

Customer Service Customer Retention Loyalty Advertising 65

ShepHyken

OCTOBER 11, 2017

While waiting to board, I noticed a sign advertising Southwest’s concept they call “ trans fare ncy.”. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees. There is a word to describe what Southwest has done.

Airlines 159

Airlines Travel Advertising Customer Service Training 159

ShepHyken

AUGUST 26, 2019

Each week I read a number of customer service and customer experience articles from various resources. 37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. Super Office) Customer experience has fast become a top priority for businesses and 2019 will be no different.

Customer Service 108

Customer Service Advertising Strategy Customer Service Training 108

ShepHyken

JUNE 13, 2018

What does a good customer experience look like at your company? What does good customer service look like? It will be interesting to see if your team recognizes the difference between experience and service. Then there is the definition of customer service. It’s focused on people interacting with people.

Interaction 101

Interaction Brands Advertising Customer Service Training 101

ShepHyken

MARCH 27, 2019

Well, a smart manager realized he had to change this problematic reputation, so Home Depot started advertising that the lines would never be longer than five minutes. Any customers who had to wait in line longer than that would receive a discount. Most of the time, you’ll frustrate customers. Problem solved.

Advertising 134

Advertising Customer Service Training Customer Service Training 134

ShepHyken

APRIL 4, 2018

The good news is that you no longer have to keep up with your competition; the bad news is that now you have to keep up with your customer – meaning your customer’s expectation of the service that makes you competitive. Will any of these decisions cause your customers to leave you to do business with them?

Advertising 99

Advertising Customer Service Training Customer Expectations Industry 99

ShepHyken

DECEMBER 12, 2018

Over the years I’ve talked with many clients who are looking for ways to disrupt a competitor and/or win more business from existing customers. And, more than just being better, can you offer something that the customer can’t get from the competitor. They are not known for having cushy first-class seats and meal service.

Banking 124

Banking Airlines Advertising Customer Service Training 124

ShepHyken

DECEMBER 5, 2018

In the past few months leading up to my new book, The Convenience Revolution , I’ve focused on ways to be more convenient for your customers. As an example, there is always a company that makes me go through their entire advertising pitch before anyone picks up the phone. Making customers wait: Sometimes a wait is inevitable.

Policies 125

Policies Case Study Advertising Banking 125

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. His blog, Customers That Stick, features interviews with top CX leaders and answers common customer-related questions. . Adrian Swinscoe . Bill Quiseng .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

JULY 18, 2018

Giving is part of the customer experience. Customers like to receive, and when they do they return the “favor” by spending their money with you. Give someone something for free, and the customer reciprocates by spending money. However, both offer an upgrade to a paid version without advertising. Just click here !

Advertising 86

Advertising eBook Tips Customer Service Training 86

ShepHyken

JUNE 21, 2017

Depending on the ones you read, up to 96% of customers who have a complaint, don’t make the complaint. Are you losing business but gaining negative word-of-mouth advertising that you may unaware of because of a breakdown in these processes? He isn’t sure why he called the owner that day. We all know the stats.

Advertising 123

Advertising Customer Service Training System Training 123

ShepHyken

AUGUST 27, 2018

Each week I read a number of customer service and customer experience articles from various resources. Medium) Customer service is still king. What caught my eye was this powerful statement: No amount of money, advertising, or vast product portfolio will make up for subpar customer experiences.

Customer Service 59

Customer Service Advertising Customer Service Training Customer Journeys 59

ShepHyken

JANUARY 1, 2018

Each week I read a number of customer service and experience articles from various resources. 15 Customer Experience Trends for 2018 by Bruce Temkin. Customer Experience Matters) Every year, Temkin Group publishes a list of customer experience trends for the upcoming year. Well, it’s that time again.

Customer Service 0

Customer Service Trends Culture Advertising 0

ShepHyken

JUNE 1, 2016

When you advertise or market your company and your products, what is the image that you’re trying to create? Some may say these are advertising slogans, but I think they are more. And, subjectivity is what brings us to the point that no matter what you promise, you can’t control what customers think. It’s subjective.

Insurance 90

Insurance Advertising Brands Customer Service Training 90

ShepHyken

MARCH 28, 2018

The sales & marketing departments may get customers in the door. From marketing, which positions the company in the marketplace, to communications, which pushes the message out further, to sales, which is the official name we’ve given to the process of the point where the customer buys. Shep Hyken (@Hyken) March 17, 2018.

Customer Experience 61

Customer Experience Loyalty Exceptional Customer Service Communication 61

ShepHyken

NOVEMBER 16, 2016

: Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. Marketing appears to be about putting something out there, an advertisement, email campaign, promotion, etc., Here’s a thought.

Marketing 48

Marketing Customer Experience Advertising Customer Service Training 48

ShepHyken

MARCH 27, 2017

Each week I read a number of customer service articles from various online resources. Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. The reason comes in the form of a question: Is your brand preparing for tomorrow’s customers’ needs?”. Here are my top five picks from last week.

Net Promoter Score 48

Net Promoter Score Customer Service Call Center Tips 48

ShepHyken

SEPTEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. How To Find A Balance Between Automation And Empathy In Customer Service by Murph Krajewski. Customers still want it, yet with a push for a digital or automated customer service platform, how can you achieve that?

Customer Service 17

Customer Service B2B B2C Contact Center 17

ShepHyken

OCTOBER 31, 2022

Each week, I read many customer service and customer experience articles from various resources. 3 Tactics to Avoid Spooking Your Customer by Mark Smith. CMSWire) If a customer becomes disengaged or disgruntled at your offerings, they are likely to “ghost” your brand. You don’t want to scare your customers away.

Customer Service 12

Customer Service Social Media Advertising Retail 12

Helen Dewdney

APRIL 23, 2019

In my series of interviews with people in the consumer world regarding their complaining habits, today is the turn of Shep Hyken an American customer services specialist. Eventually the customers decide whether that business will stay in business or not. A series of interviews by The Complaining Cow. About Shep Hyken.

Social Media 31

Social Media Advertising Consumers Customer Service Training 31

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Service Untitled

JUNE 2, 2011

I saw a commercial today for an exterminating company that advertised the ongoing training their employees receives. I asked if they provided training for their employees and if they solicited customer satisfaction data. I ultimately picked a business that did both ongoing training and solicited customer feedback.

How To 43

How To Advertising Employee Engagement Customer Satisfaction 43

ShepHyken

MARCH 7, 2022

Each week I read many customer service and customer experience articles from various resources. How to Build Customer Loyalty by Sharing the Inflation Burden by Joel Comm. But there are some companies that are finding ways to keep their doors open while also keeping those inflation costs from impacting their customers.

Customer Service 13

Customer Service Self Service Retail Airlines 13

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Integrity Solutions

OCTOBER 5, 2022

Customer service used to be viewed as the final link in the overall chain of customer touch points, a responsibility relegated to a department, contact center or automated attendant that would respond to complaints and (hopefully) eventually make things right. Leaders know that customer expectations are higher than ever.

Culture 86

Culture Customer Service Customer Service Training Contact Center 86

ShepHyken

AUGUST 29, 2017

Nick Francis Shares How to Create a Customer-Centric Company. How would you like to increase customer loyalty? Shep Hyken interviews Nick Francis, CEO of Help Scout and thought leader in the customer service support world. After all, word-of-mouth is by far the best advertising you can get.

Customer Centricity 37

Customer Centricity Conference Advertising Loyalty 37

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Michel Falcon Experience

OCTOBER 21, 2019

Sometime today or tomorrow you’re going to receive bad customer service from a company that you do business with. Immediately you will feel the effects of bad customer service. These companies are focused on customer acquisition through PPC, Facebook ads, expensive sales seminars, influencer marketing and more.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

ShepHyken

AUGUST 31, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Prevent Customer Churn with Retention Marketing by Lauren Pope. Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around? Here are my top five picks from last week.

Customer Service 107

Customer Service Social Media Customer Service Training Infographics 107

LiveChat

APRIL 5, 2016

Every time we were approached by an aggressive customer, he was immediately pushing the panic button, turning our call center into a pit of hell. I can admit that handling customer complaints might look as difficult as taming a lion, but what if complaints aren’t all that bad for your business? Customer feedback is gold.

Course 28

Course How To Call Center Social Media 28