Vonage

OCTOBER 2, 2017

A government employee questioned whether my service teaching had any value for his department. After all, he reasoned, why bother providing customer service excellence to “captive customers” who have no choice? Customers wait in line with appreciation rather than frustration. What’s the result?

Customer Service 186

Customer Service Tourism Government Culture 186

Vonage

SEPTEMBER 26, 2017

A government employee questioned whether my service teaching had any value for his department. After all, he reasoned, why bother providing customer service excellence to “captive customers” who have no choice? Customers wait in line with appreciation rather than frustration. What’s the result?

Customer Service 186

Customer Service Tourism Government Culture 186

ShepHyken

OCTOBER 26, 2016

Here is an idea that just about any organization can do – write a book. But, not just any book. A customer service book, written by your employees, featuring great customer service experiences, for both internal customers and external customers. They do a new book every year.

Customer Service 48

Customer Service Exercises Customer Service Training Culture 48

ShepHyken

MARCH 12, 2024

The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction ? It could be military equipment or comic books. What are the adjectives that customers use to describe you? When customers like the experience personality, they will want to experience more of it!

Advertising 150

Advertising Customer Service Training Interaction Customer Experience 150

ShepHyken

SEPTEMBER 6, 2017

In other words, you can’t – and shouldn’t – judge a book by its cover. Unless they prove otherwise, customers should be treated like… customers. Don’t make the mistake of judging a book by its cover. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Hotels 0

Hotels Customer Service Training Sales Customer Service 0

ShepHyken

AUGUST 7, 2019

The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends. There are many others, and this is just one of the reasons Zappos is recognized as one of the top customer service companies on the planet.

Customer Service 131

Customer Service Culture Customer Service Training Leadership 131

Kayako

FEBRUARY 28, 2018

You need to consider what kind of culture you are trying to foster, what priorities you want your team to have, and make a plan to preemptively correct problems and questions before they’ve even come up. 3 Principles of a good customer support training program. 3 Principles of a good customer support training program.

Training 213

Training Culture Customer Service Training Customers 213

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. How do you handle a bad customer service experience ? Here are my top five picks from last week.

Customer Service 145

Customer Service Social Media Report Culture 145

Comm100

OCTOBER 30, 2017

Christmas is coming, and in the spirit of the season of giving, it’s a great time to show your customers how much you care about them with a gift or token of your appreciation. Read on for our top holiday gift ideas for customers, plus tips on how to choose the best gift for your customers, whether at Christmas time or all year round.

Fashion 209

Fashion eBook Social Media Customers 209

Vonage

APRIL 25, 2017

More than 10,000,000 of his books have been purchased around the world. He is also a master of using excellent customer service skills. I had the pleasure of sharing a speaker’s platform with him at an Achiever’s Congress in Asia where he demonstrated the meaning of impeccable customer service skills.

Customer Service 145

Customer Service Exceptional Customer Service Culture Contact Center 145

CloudCherry

AUGUST 22, 2019

Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. As he says, “The company that can add convenience to already good customer service has an opportunity to disrupt their competition- maybe even an industry.” Now, THAT’s the sweet stuff.

Travel 150

Travel Customer Service Training Culture Loyalty 150

ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. Cramer sat down with Apple’s SVP of services Eddy Cue earlier Tuesday at the inaugural CNCB CEO Summit in Santa Barbara. My Comment: How do you improve the ratings your customers give you?

Customer Service 64

Customer Service Hospitality Customer Centricity B2C 64

ShepHyken

NOVEMBER 13, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: We kick off this week’s Top Five roundup with Nate Brown’s article introducing us to a new way to look at the importance of customer communities. Here are my top five picks from last week.

eBook 57

eBook Customer Service Tips Survey 57

ShepHyken

MARCH 4, 2020

It’s almost here… the updated and revised edition of The Cult of the Customer. If you’re reading this article the week it’s posted, then this is a sneak preview of a few of my favorite quotes from the book. Even if it’s after the book comes out, it’s not too late to “join” the Cult of the Customer—the cult you want to belong to!

Loyalty 163

Loyalty Customer Service Training Customers Training 163

ShepHyken

SEPTEMBER 30, 2020

And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers. This year it’s October 5-9.

Customer Service 126

Customer Service Poor Customer Service Customer Service Representative Course 126

ShepHyken

MARCH 11, 2020

The smartest person in the world may not end up being a good cultural fit for a company. This explained the company culture and expectations of Disney employees, also known as cast members. The point is that Disney establishes upfront that learning about the company culture is a priority for new applicants. There’s a difference.

Employee Experience 134

Employee Experience Culture Video Customer Service Training 134

ShepHyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. (The Here are my top five picks from last week.

Customer Service 75

Customer Service Loyalty Programs Loyalty Sales 75

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. My Comment: When it comes to customer service, I believe everyone must be properly trained – not just the front-line/customer-facing employees. Here are my top five picks from last week.

Customer Service 64

Customer Service Employee Engagement Customer Service Training Loyalty Programs 64

Vonage

JUNE 6, 2017

You can tell a lot about a company and its commitment to customers in the words employees use. Open your ears and you will find it’s easier to measure customer service levels than you might think. Well, as a personal favor, I’ll try to give you a call, but we don’t usually do this for customers.”. Your Service.

Measurement 133

Measurement Customer Service Social Media Travel 133

ShepHyken

FEBRUARY 6, 2019

My job is to talk to them about customer service. As part of my homework, Todd Hopkins, their CEO, shared the Office Pride Culture book. Total Customer Satisfaction. In his book, Delivering Happiness: A Path to Profits, Passion, and Purpose , Hsieh says he hires for those core values. Go the Extra Mile.

Culture 111

Culture Exercises Customer Service Training Brand Values 111

ShepHyken

DECEMBER 26, 2018

That quote comes from Simon Sinek, author of the book, Start with Why. This quote makes me think about the different reasons behind why a customer chooses to do business with a company. Those companies that get customers because of low price will lose those customers when someone else has a lower price.

Culture 133

Culture Policies Customer Service Training Customers 133

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers. He was kind enough to take time out to answer our questions.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

Vonage

OCTOBER 6, 2015

Whenever I call Federal Express to arrange an outgoing shipment of Ron Kaufman books, tapes, videos and learning resources, FedEx already knows my name, address and account number … even before I tell them who is calling. FedEx has linked “inbound caller identification” to their customer database to improve customer experience.

Customer Experience 120

Customer Experience Airlines How To Customer Service Training 120

ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. That’s Not My Department” and 10 Other Phrases Customers Hate. That said, there are still plenty of other phrases and words we, as customers, hate to hear.

Video 122

Video Customer Service Customer Experience Customer Service Training 122

ShepHyken

SEPTEMBER 18, 2019

Customers don’t like to be told no. That’s why I’ve been intrigued for years by Cameron Mitchell’s philosophy—and also the title of his book— Yes is the Answer! For example, one of my favorite business strategies is “one to say YES and two to say NO” , which is all about empowering employees to say “ yes” to customers.

Customer Service Training 131

Customer Service Training Training Culture Examples 131

Vonage

OCTOBER 2, 2017

One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He I also refer to this as “customer satisfaction.” “B” Doing the job” is just expected, merely satisfactory.

Customer Service 120

Customer Service Culture Customer Service Training Customers 120

ShepHyken

APRIL 12, 2021

Each week I read a number of customer service and customer experience articles from various resources. Reach for the solutions for which you lack full confidence you can deliver with little effort, but that will delight your customers or colleagues if you reach. Here are my top five picks from last week. Interesting idea.

Competitive Advantage 80

Competitive Advantage Customer Service Tips Culture 80

Vonage

AUGUST 22, 2016

Would you see customer service improvement in your workplace? Would others be inspired by recognition of their “personal best” in service, sales, teamwork, speed or innovation? Customer service improvement would become the norm! Key learning point to ins pire customer service improvement.

Customer Service 120

Customer Service Culture Customer Service Training Course 120

Vonage

AUGUST 24, 2017

One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He I also refer to this as “customer satisfaction.”. “B” Key Learning Point For Customer Service Excellence.

Customer Service 120

Customer Service Customers Culture Customer Service Training 120

Vonage

JULY 19, 2016

You can tell a lot about a company and its commitment to customers in the words employees use. Open your ears and you will find it’s easier to measure customer service levels than you might think. Well, as a personal favor, I’ll try to give you a call, but we don’t usually do this for customers.”. Your Service.

Measurement 120

Measurement Customer Service Self Service Travel 120

Vonage

NOVEMBER 11, 2015

Some companies are taking the lead with great digital service like Computers.com and Amazon.com. Others are falling far behind and are letting their customer service quality falter as a result. A friend of mine had a complaint about the service, or lack thereof, at a local hotel. Action steps for customer service quality.

Customer Service 120

Customer Service Hotels Fashion Culture 120

Vonage

OCTOBER 24, 2016

When a company reaches the top, does customer service quality still matter? I recently organized a service bench-marking visit to Singapore for 22 Korean sales and service trainers. At the Singapore Airlines Cabin Crew Training Center, one visitor asked, “How does Singapore Airlines stay on top all these years?

Airlines 120

Airlines Customer Service Conference Culture 120

Vonage

MARCH 14, 2017

Many organizations use this phrase to describe and promote their service. But how many have really earned the right to claim customer service excellence? If you give good service, that’s not legendary. But if you provide service unsurpassed in your field, that can be legendary service. Chatting with the L.L.

Customer Service 136

Customer Service Sports Social Media Culture 136

ShepHyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. (The This is the ‘customer experience gap.’

Customer Service 70

Customer Service Customer Centricity Retail Customers 70

Michel Falcon Experience

JANUARY 16, 2020

I’ve leveraged customer experience strategies within my career for more than ten years now. I’ve seen companies thrive (some of which I’ve advised), some commit but not fully exhaust the benefits and others that say customer experience matters but do nothing at all. that’s having a customer experience strategy! And, guess what?!

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

Vonage

MAY 5, 2016

Customers can improve customer service quality if they know how to not only moan and complain, but also contribute. Sharing this can improve customer service quality for the better. How to complain for action and improve customer service quality. Key learning point for customer service quality.

How To 120

How To Customer Journeys Entertainment Culture 120

ShepHyken

AUGUST 6, 2018

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Delivering Authentic Customer Support by Tamina Steil. My Comment: Want to deliver authentic customer service that connects with your customers? Is your culture thriving?

Customer Service 67

Customer Service Social Media Culture Tips 67