ShepHyken

OCTOBER 17, 2018

Many books have been written about companies like Disney, Nordstrom, Ritz-Carlton and Apple. You can’t answer with “Because we have great customer service.” Find out what makes you truly different, something that your customer cares about, and exploit it. The key is that it really is different.

How To 121

How To Social Media Customer Care Brands 121

ShepHyken

OCTOBER 28, 2020

It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers. So, love on your customers—and your employees! People were scared to use the L-word in business.

Culture 153

Culture Social Media Customer Service Training Customers 153

ShepHyken

NOVEMBER 14, 2018

As most of you (hopefully know), my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible. In the book, there are six Convenience Principles with plenty of examples, and many of our followers have read my articles and watched my videos on these powerful concepts.

How To 117

How To Touchpoint Customer Service Training Video 117

ShepHyken

JULY 25, 2016

Each week I read a number of customer service articles from various online resources. The omni-channel strategy for customer service part 1: email by Heerd. My Comment: Email is still a viable way to communicate with customers. The 27 Best Customer Service Books by Mathew Patterson.

Omni-Channel 48

Omni-Channel Customer Service B2C eBook 48

ShepHyken

SEPTEMBER 5, 2016

Each week I read a number of customer service articles from various online resources. Create Great Customer Experiences with These Three Principles by Opinurte Team. Opinurate) Matt Watkinson has worked with some of the biggest businesses in the world on customer experience strategy, service design, websites and mobile apps.

Customer Service 0

Customer Service Hospitality Competitive Advantage Case Study 0

ShepHyken

SEPTEMBER 18, 2019

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. What is the Question? Follow on Twitter: @Hyken.

Customer Service Training 132

Customer Service Training Training Culture Examples 132

ShepHyken

NOVEMBER 21, 2018

Customer loyalty… This is what companies strive for, to create loyal customers. Some companies have earned a reputation that keeps bringing their customers back, again and again. If it doesn’t, it doesn’t matter how good your customer service is. How do they do it? It’s not about a lifetime.

Loyalty 130

Loyalty Customer Service Training Customers Tips 130

Beyond Philosophy

JULY 17, 2017

Goldstein has hit on a key point about customer experience. It’s about human interactions, and to get those right, you must create a company culture that prioritizes customer service and satisfaction. Digital technology can enhance the customer experience. Hesse didn’t talk about customer emotions.

Technology 132

Technology Touchpoint Case Study Consulting 132

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. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

NOVEMBER 20, 2017

Each week I read a number of customer service articles from various online resources. Omoto) Quite a few organizations, even today, consider customer experience as a tertiary function. Evergage) In this book, discover what one-to-one personalization is all about, how it’s evolved and what the future entails.

Customer Service 38

Customer Service Self Service Case Study Competitive Advantage 38

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. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

DECEMBER 19, 2018

I get new magic books and props in here every week. So, how much do your customers trust you? 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 Training 121

Customer Service Training Customers Loyalty Training 121

SmartKarrot

FEBRUARY 15, 2022

A look back at the past few years reveals the many significant changes in the world of customer service. The credit for these changes goes to the customer service experts who helped redefine the industry. This will help you stay up to date with the trends and best practices of customer service. Bill Quiseng.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

ShepHyken

JUNE 6, 2018

Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyalty programs promote perks, rewards, elite status and more, which might suggest that not all customers are equal. But, what about when it comes to customer service?

Airlines 97

Airlines Hotels Loyalty Programs Loyalty 97

ShepHyken

JUNE 21, 2017

It turns out that there should have been no charge for the drinks, but for the purposes of book keeping, the bartender had to charge something for the drinks. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. And, when he called the owner, the owner was mortified.

Advertising 123

Advertising Customer Service Training System Training 123

ShepHyken

MAY 10, 2017

The conversation about the room ended when she said, “I meant the best available room in the category you booked.”. Don’t make a statement to a customer you can’t deliver on. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. Well, I was a little let down.

Hotels 104

Hotels Customer Service Training Course Training 104

Call Experts

MAY 6, 2021

And from there, you will become the company that has poor customer service and doesn’t care about your clients. More than 55% of property managers state they want to improve customer service, providing a more social face to the business. Customer care. Then, word will spread. Lead Processing.

Contact Center 52

Contact Center Call Center Management Poor Customer Service 52

LiveChat

NOVEMBER 16, 2018

From becoming “friends” with customers via social media to getting inside their pockets via smartphone apps to offering customer support 24 x 7 x 365, businesses have pulled no stops at pleasing the customer in the race for market domination. On the other hand, poor customer service can cost companies dear.

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Colin: He’s a keynote speaker, best-selling author of several books such as The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level , the CEO of Beyond Philosophy , and Co-Host of The Intuitive Customer Podcast. Colin Shaw. Maxie Schmidt. Rachel English.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ShepHyken

JANUARY 17, 2018

We were getting ready to book about 35 rooms in a slow week for the hotel and spend thousands of dollars in their restaurants, bar, and for our banquet meals. The hotel violated several rules of customer service. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Hotels 49

Hotels Leadership Meeting Banking 49

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

SEPTEMBER 19, 2018

We do an exercise in our customer service workshops. For example, one of the top complaints we hear from our clients is the books they order didn’t show up. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. I don’t know why it’s still on the menu.”.

Hotels 23

Hotels Exercises Conference Customer Service Training 23

Help Scout

MAY 21, 2019

They help us to achieve clarity around our brand, enabling us to craft messages that can speak to customers in the language that makes sense to them. A value proposition is all about being customer-focused and putting yourself in their shoes. Quantified value — how does this benefit your customers?

Examples 40

Examples Hotels Hospitality Travel 40

Help Scout

JULY 20, 2021

While there are many skills you need to help customers effectively, there’s a more profound outlook that informs the daily actions of customer service all-stars. Organizations that excel in customer orientation see their job as helping customers, not selling or servicing a product.

Examples 145

Examples Company Strategy Effort Score 145

ShepHyken

OCTOBER 3, 2016

Each week I read a number of customer service articles from various online resources. Customer Service Week: Appreciating Clients and Employees Gives You an Edge by Sandra Idossou. My Comment: This week is International Customer Service Week. Here are my top five picks from last week.

Airlines 124

Airlines Customer Service Infographics Customer Retention 124

ShepHyken

APRIL 9, 2018

Each week I read a number of customer service and customer experience articles from various resources. 3 Ways Amazon Has Raised the Bar on Customer Experience by Joey Coleman. My Comment: Joey Coleman is one of the leading customer service and CX experts. Here are my top five picks from last week.

Net Promoter Score 89

Net Promoter Score Loyalty Programs Customer Service Chatbots 89

Pointillist

AUGUST 18, 2021

Dan is also a keynote speaker, author of the book Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media, a host of the Experience This! The report compiled survey results of more than 1,150 CX, analytics, marketing and customer care professionals worldwide, across a variety of industries.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? It entices me to imagine what awaits us in 2017 for customer service.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40