ShepHyken

OCTOBER 1, 2023

And then there’s the second sentence: “According to a Harvard Business Review article, employee experience is the key driver of customer experience …” Then, don’t miss the fifth tip on how technology can waste a massive amount of your employees’ time. What an honor. Thank you, Chalmers Brown, for including me.

Customer Service 63

Customer Service Contact Center Average Handle Time Customer Service Strategies 63

ShepHyken

DECEMBER 21, 2020

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. According to Channels, after just one negative experience, 51% of customers will never do business with that company again. by GISuser. Thank you, Dan!)

Customer Service 153

Customer Service Airlines Tips Customer Service Strategies 153

ShepHyken

AUGUST 16, 2021

Pay special attention to number two, which is to post or re-post “User Generated Content” ( also known as USC) created by your customers on the different social media channels your company is on. 3 Projects to Refresh your Customer Service Strategy and Relieve Stress by Laura Krajewski. This isn’t just information.

Customer Service 88

Customer Service Social Media Tips Multi-Channel 88

ShepHyken

AUGUST 17, 2022

Then I read Jan Carlzon’s book, Moments of Truth, many years ago. 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. The post What Mixed Signals Do You Send Your Customers?

Airlines 130

Airlines Comparison Advertising Customer Service Training 130

ShepHyken

AUGUST 29, 2023

I had no idea that years later, I would write about this example in one of my books, Amaze Every Customer Every Time. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. When I showed the salesperson my broken hinge, he asked if I was open to a suggestion.

Customer Service Training 123

Customer Service Training Sales Examples Customers 123

ShepHyken

JULY 4, 2023

I liken this to my school days when the teacher said we could bring our books and notes to the final exam. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Even though it gave me the correct answer, I still had to know what to do with it. It didn’t make me dumb.

Conference 127

Conference Customer Service Training Customer Service Study 127

ShepHyken

SEPTEMBER 29, 2021

I even wrote a book, Amaze Every Customer Every Time , in which I used Ace as the role model example throughout the entire book. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. What if they looked beyond the competition? Follow on Twitter: @Hyken.

Industry 154

Industry Hospitality Customer Service Training Leadership 154

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. I booked an international trip for a speaking engagement. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Travel 90

Travel Customer Service Airlines Poor Customer Service 90

ShepHyken

AUGUST 1, 2023

If you want to learn more about how to properly gift your customers, read this article about my friend John Ruhlin and his book Giftology. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Hotels 117

Hotels Travel Exercises Customer Service Training 117

ShepHyken

MARCH 23, 2022

In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again I cover the concept of being nice. I joke that I’ve written eight books on being nice. After all, isn’t that a big part of customer service? They are a big part of why customers say, “I’ll be back!” .

Customer Service Training 125

Customer Service Training Course Customer Service Training 125

ShepHyken

JANUARY 3, 2024

It can be how fast you return a phone call or an email – or any opportunity to accelerate part of the experience as long as it doesn’t take away from an amazing customer experience. Convenience Rules I’ve written an entire book about this topic, The Convenience Revolution. Prior to the pandemic, convenience was an option.

Trends 92

Trends Customer Service Customer Service Training Customer Retention 92

ShepHyken

AUGUST 18, 2021

Seventy-five percent surveyed are more likely to be loyal to a company or brand that delivers a personalized customer experience. . If I had to book a flight on an airline, why would I choose one over another? Knowing your customers better than your competition knows them may be the differentiator that earns you their business. .

Airlines 172

Airlines Customer Experience Survey Customer Service Training 172

ShepHyken

NOVEMBER 2, 2022

I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues. With that, An important goal of a good customer experience is to make the customer feel special.

Customer Service Training 127

Customer Service Training Customer Retention Customers Sales 127

ShepHyken

JULY 21, 2021

In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken.

Customer Service 174

Customer Service Customer Service Training Customers Video 174

ShepHyken

JUNE 2, 2021

Be Easy to Do Business With: In my customer service keynote speeches , I often ask the audience, “What is the easiest company on the planet to do business with?” I’ve written an entire book on this topic, The Convenience Revolution , which teaches six principles on how to be convenient. Almost everyone answers, “Amazon!”

How To 132

How To Retail Advertising Customer Service Training 132

ShepHyken

NOVEMBER 9, 2022

Those are questions I asked Bill Price, Amazon’s first global vice president of customer service and the founder and president of Driva Solutions. When Price was interviewing for the job at Amazon, Bezos asked, “What’s your definition of customer service?” That’s truly customer-focused! .

Competitive Advantage 69

Competitive Advantage Customer Focused Customer Service Training Meeting 69

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out.

Culture 107

Culture Customer Centricity Sports Customer Service Training 107

ShepHyken

JUNE 6, 2023

Of course, business is business, and I hope these free offerings lead to someone saying, “I want to book Shep as our customer experience keynote speaker for our next meeting.” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Video 84

Video Advertising Customer Service Training Consumers 84

ShepHyken

NOVEMBER 15, 2021

Ace Hardware Goes Thanksgrilling in Customer Service Strategy by Judy Mottl. Retail Customer Experience) Ace Hardware is going all out in stores this Thanksgiving to help customers not only find the right grill equipment but also chef tips on making the feast a success. They want proof in the form of ROI.

Customer Service 71

Customer Service Metrics Social Media Retail 71

CSM Magazine

OCTOBER 19, 2023

The ability to change plans, sometimes at the last minute, has become a crucial factor in booking decisions. Ease of booking, from user-friendly interfaces to quick response times, are an essential requirement of modern traveller needs. Security, particularly in terms of cancellations and refunds, has also moved up the priority list.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

ShepHyken

AUGUST 31, 2020

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? My Comment: Some of our readers may know that I’m writing another book about getting customers to come back. Still, I liked this article a lot.

Customer Service 105

Customer Service Social Media Customer Service Training Infographics 105

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. She recently wrote the book on customer understanding ! Aimee Lucas.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

APRIL 27, 2022

He had been reading my customer service articles for several years. It was an easy decision for him to say, “You’re booked!” . Several conferences and bookings later, we laughed about how he almost canceled me before the first booking.? . He watched my speaker demo video. Follow on Twitter: @Hyken.

Conference 67

Conference Customer Service Training Customer Focused Video 67

ShepHyken

NOVEMBER 17, 2021

Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t? Here’s a question, and I think I know the answer. Follow on Twitter: @Hyken.

Fashion 125

Fashion Self Service Interaction Airlines 125

ShepHyken

MAY 21, 2018

(QSR) In the fight to win back its brick-and-mortar customers, Starbucks is leveraging technological and experiential methods. My Comment: Starbucks is a leader in customer service and experience. Books have been written about the Starbucks experience. Because bad customer service is bad for your reputation.

Customer Service 83

Customer Service Customer Service Strategies Employee Experience Innovation 83

ShepHyken

AUGUST 31, 2022

When he eventually became a famous novelist, he printed the insignia “ad Astra per alas porci” on every book he wrote, which loosely translated means, “to the stars on the wings of a pig.” In addition, in some of his books, he added the image of a flying pig, which he called “Pigasus.” Pegasus is a mythical winged flying horse.

Hospitality 67

Hospitality Exercises Customer Service Training Examples 67

ShepHyken

OCTOBER 28, 2019

How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. Freshdesk) Building an airtight customer service strategy is the best way to weather the demands of today’s savvy customers. I have added my comment about each article and would like to hear what you think too.

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

ShepHyken

MARCH 21, 2023

Use the customer’s name. In the 1936 book How to Win Friends and Influence People , Dale Carnegie wrote, “Remember that a man’s name is, to him, the sweetest and most important sound in any language.” Get more information on The Customer Focus ™ customer service training programs.

Customer Experience 67

Customer Experience Customer Service Training Course Customers 67

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. She recently wrote the book on customer understanding ! Aimee Lucas.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

FEBRUARY 13, 2019

One of my favorite gifts I ever gave was a book by a friend’s favorite author. But not just any book. I found a first edition autographed copy of the book. A customer appreciation event: These can be fun yet also expensive. The post Five Ways to Say Thank You to Your Customers appeared first on Shep Hyken.

Fashion 123

Fashion Video Customer Service Training Customers 123

ShepHyken

JULY 10, 2019

I first came across this idea in the book Moments of Truth by Jan Carlzon , which I consider one of the most important books written on customer service. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Hotels 127

Hotels Customer Service Training Customers Examples 127

ShepHyken

JUNE 6, 2022

My Comment: Regardless of the industry you and your company might be in, a good customer service strategy is to have a “hospitality mentality.” For example, a customer may not use a website to book a hotel room with you, but they might use it to buy your product. Adapt them to work for your industry.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

DECEMBER 11, 2019

Who doesn’t love fast service? Jimmy John’s , the fast-food chain known for “freaky fast” service and delivery, knows how much customers appreciate speed. Take a leaf out of their book by finding ways to be freaky fast for your customers. Do something special for Get to Know Your Customer Days.

Customer Service 118

Customer Service Customer Experience Fashion Video 118

ShepHyken

NOVEMBER 7, 2018

I wrote the book, The Convenience Revolution , and identified six “Principles of Convenience,” one of them being delivery. I included Domino’s as a case study in the book, but guess what? Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Case Study 88

Case Study Study Customer Service Training Technology 88

ShepHyken

DECEMBER 6, 2021

My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department. My Comment: It should be every organization’s goal to create a customer experience that people want to share. Sharable means customers talk about you and recommend you, and who doesn’t want that?

Self Service 67

Self Service Customer Service Chatbots Customer Care 67

ShepHyken

MAY 17, 2021

(destinationCRM) When you add together a year that turned marketing on its head, a rise in consumer expectations for how brands engage with them, and growing angst and regulation around data privacy, there’s no denying that brands must prioritize customer retention efforts in 2021. Customer Retention is more important than ever.

Customer Service 78

Customer Service Customer Retention Tips Brands 78

ShepHyken

JUNE 4, 2018

My Comment: We wrap up this week’s Top Five with a book review of one of my favorite customer service books to come out this year. Jay Robb reviews “Make Mom Proud” by Jeanne Bliss and shares eight great tips from the book. Follow on Twitter: @Hyken.

Customer Service 75

Customer Service Airlines CRM Social Media 75