ShepHyken

MARCH 12, 2024

Manage Every Moment: I have always been a huge fan of Jan Carlson’s Moments of Truth concept, in which every interaction a customer has with a company is an opportunity for them to form an impression. These interactions include advertising, websites, people-to-people, and more. Connect with Shep on LinkedIn.

Advertising 148

Advertising Customer Service Training Interaction Customer Experience 148

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. Here are my top five picks from last week.

Customer Service 58

Customer Service Self Service Trends Loyalty Programs 58

Vonage

JANUARY 24, 2017

I am amazed at the effort companies put into building service brands on the outside, yet how fragmented they can be on the inside when it comes to customer service excellence. He believed in the company’s commitment to customer service excellence. Clearly there was no commitment to customer service excellence.

Customer Service 133

Customer Service Advertising Contact Center Culture 133

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 121

Brands Customer Service Self Service Advertising 121

ShepHyken

JUNE 11, 2023

Each week, I read many customer service and customer experience articles from various resources. B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers.

Customer Service 62

Customer Service B2B B2C Retail 62

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. Airline Customer Service Improved In 2020.

Customer Service 153

Customer Service Airlines Tips Customer Service Strategies 153

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 64

Customer Service Customer Retention Loyalty Advertising 64

ShepHyken

NOVEMBER 28, 2023

The advertising said, “Easy to install and easy to use.” Despite the quick service, after I followed the instructions, the software still wasn’t working, and the entire process was confusing. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Advertising 84

Advertising Training Software Customer Service Training 84

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. by Teresa Allen.

Customer Service 105

Customer Service Advertising Strategy Customer Service Training 105

Call Experts

FEBRUARY 17, 2022

How do you improve customer service? The answer always lies in your customer experience. Great experiences lead to loyal customers who buy more from you in the future. When you take care of customers from start to finish, they will always come back and refer others to your business. Listen to your customers.

Contact Center 98

Contact Center Customer Service Self Service How To 98

ShepHyken

AUGUST 17, 2022

It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression. .

Airlines 130

Airlines Comparison Advertising Customer Service Training 130

ShepHyken

OCTOBER 19, 2022

But it wasn’t long before the hype that came from the marketing and advertising fell short. Then ask your customers. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For example, one of Yugo’s TV commercials claimed the car “… will defeat competitors.

Automotive 123

Automotive Advertising Brands Customer Service Training 123

CSM Magazine

JANUARY 17, 2022

Are you ready to improve your goal setting for customer service? You’ll also be able to attract new audiences by using targeted press releases so that your customer service is featured in top-tier media outlets. You may find that relevant and timely surveys are a key factor in communicating with leads and customers.

Customer Service 52

Customer Service Social Media Entertainment Training 52

ShepHyken

NOVEMBER 28, 2023

The advertising said, “Easy to install and easy to use.” Despite the quick service, after I followed the instructions, the software still wasn’t working, and the entire process was confusing. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Advertising 67

Advertising Training Software Customer Service Training 67

ShepHyken

JUNE 6, 2023

It looks free and may be advertised as free, but it’s not free. It might lead to business or sales, but if not, that’s okay too! Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Free is often an illusion. Let’s use free shipping as an example.

Video 84

Video Advertising Customer Service Training Consumers 84

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. Embrace Amazon.

How To 132

How To Retail Advertising Customer Service Training 132

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 117

Advertising Healthcare Financial Customer Service Training 117

Vonage

JUNE 23, 2017

Marketing appears to be about putting something out there, an advertisement, email campaign, promotion, etc., Both are part of the customer experience (CX). So, which customer experience would you rather create? It turns into a positive and interactive customer experience. Memes to explain the connected customer.

Customer Experience 193

Customer Experience Marketing Advertising Customer Service Training 193

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. Who am I to disagree?! I love Disney.

Customer Service 0

Customer Service Trends Culture Advertising 0

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. In the customer support world, it’s important to know your customers.

Advertising 64

Advertising Customer Service Training Customer Service Trends 64

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

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Design Customer Service Protocols.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

Magellan Solutions

MARCH 24, 2020

Companies that outsource customer service have discovered and understood the fundamental element of business success — customer retention. Businesses exist because of customers. Customers rely on businesses to make their lives easier. This means that customer service, along with relevance, binds the two together.

Company 40

Company Customer Service Call Center Telecommunications 40

Experience Investigators by 360Connext

JANUARY 28, 2020

Your leadership team and executives probably understand that it’s not acceptable to simply skip investing in sales, marketing or customer service. Even if that advertising campaign didn’t generate quite as many leads as we wanted, we still invest in marketing strategy the following year.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

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. Problem solved. Bad reputation averted. There are exceptions to this.

Advertising 134

Advertising Customer Service Training Customer Service Training 134

ShepHyken

FEBRUARY 7, 2018

It drives me a little crazy when I receive an advertisement in the mail from my cable TV or phone company offering me an incentive to sign up with them. First, I’m already a customer and can’t understand why they can’t figure that out. Second, why is the price they are offering a new customer lower than what I’m currently paying?

Travel 111

Travel Advertising Loyalty Customer Service Training 111

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. Follow on Twitter: @Hyken.

Airlines 155

Airlines Travel Advertising Customer Service Training 155

ShepHyken

DECEMBER 12, 2018

They separated themselves by promoting that they are smaller, which makes it easier for their customers to get in and get out. They also pride themselves on a different brand of customer service they refer to as “helpful service.”. They are not known for having cushy first-class seats and meal service.

Banking 122

Banking Airlines Advertising Customer Service Training 122

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. Some employees interact directly with the customer.

Interaction 100

Interaction Brands Advertising Customer Service Training 100

ShepHyken

DECEMBER 5, 2018

As an example, there is always a company that makes me go through their entire advertising pitch before anyone picks up the phone. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. I’ve practically memorized it. That’s friction. Follow on Twitter: @Hyken.

Policies 124

Policies Case Study Advertising Banking 124

ShepHyken

OCTOBER 22, 2021

He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? . A customer experience strategy is not a one-time occurrence. Continue to Evolve.

Tips 143

Tips Customer Experience Management Return on Investment 143

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Can we turn data into insights for the project?

Strategy 226

Strategy Customer Experience How To Effort Score 226

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 97

Advertising Customer Service Training Customer Expectations Industry 97

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. 5 New Rules To Winning The Customer Loyalty In The Digital Age by Shama Hyder. It looked like a mix of good advertising, good values, and good product.

Net Promoter Score 48

Net Promoter Score Customer Service Call Center Tips 48

ShepHyken

JULY 18, 2018

For example, Spotify and Pandora have created streaming music empires by giving away free versions of their product, which is financially supported by advertisers. However, both offer an upgrade to a paid version without advertising. Some of their customers pay, which results in approximately 50% of their revenue.

Advertising 86

Advertising eBook Tips Customer Service Training 86

Blake Morgan

JANUARY 20, 2022

She shares thoughts and insights on improving all aspects of the customer journey. . Bill is a speaker, author and blogger who focuses on customer service for front-line employees and customer-centric leadership for managers. His blog features tactical advice on customer service and the contact center. .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

JUNE 21, 2017

Are you losing business but gaining negative word-of-mouth advertising that you may unaware of because of a breakdown in these processes? Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. What complaints can be avoided by making a common-sense change?

Advertising 122

Advertising Customer Service Training System Training 122