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 132

Airlines Comparison Advertising Customer Service Training 132

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 151

Advertising Customer Service Training Interaction Customer Experience 151

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. It doesn’t matter if it’s sales, customer support, or anything else in the customer’s journey. When I showed the salesperson my broken hinge, he asked if I was open to a suggestion.

Customer Service Training 124

Customer Service Training Sales Examples Customers 124

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S. I love the GIF’s!

Customer Service 91

Customer Service Social Media Tips Multi-Channel 91

ShepHyken

AUGUST 1, 2023

One of them asked us to work with her team on a customer experience initiative that included every company employee. One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. It proves Katie was listening to her customer.

Hotels 117

Hotels Travel Exercises Customer Service Training 117

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. If the agent really was lazy, shame on her for taking a job where she supports customers. Put the right people on the front line.

Travel 93

Travel Customer Service Airlines Poor Customer Service 93

ShepHyken

AUGUST 12, 2020

It’s a genuine “thank you” or another comment to share your appreciation for your customer. I’m in the process of writing a new book. That’s a great customer service strategy—just be nice! Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service Strategies 134

Customer Service Strategies Customer Service Training Customer Service Strategy 134

ShepHyken

APRIL 30, 2024

When I’m asked to give a customer experience keynote speech , one of the points I like to make is the importance of simplifying the complicated. All of my books are easy to read. And we must do the same in business. Customers don’t want or like complication, confusion, or friction. It’s about simplifying the complicated.

Entertainment 93

Entertainment Sports Financial ROI 93

ShepHyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. Smarter Customers This is the same prediction I’ve started with for several years. Smarter Customers This is the same prediction I’ve started with for several years.

Trends 95

Trends Customer Service Customer Service Training Customer Retention 95

ShepHyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. 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.

Customer Service Training 129

Customer Service Training Customer Retention Customers Sales 129

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. The shortest customer service speech ever …. “BE The post The Shortest Customer Service Keynote Speech Ever!

Customer Service 174

Customer Service Customer Service Training Customers Video 174

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. If I had to book a flight on an airline, why would I choose one over another? So, how well do you know your customers?

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

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. Instead, I focused on how to use the information to efficiently get the correct answer. So, how does this apply to customer service? Even though it gave me the correct answer, I still had to know what to do with it.

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Conference Customer Service Training Customer Service Study 129

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. Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. What if they looked beyond the competition?

Industry 157

Industry Hospitality Leadership Customer Service Training 157

CSM Magazine

OCTOBER 19, 2023

In an industry as dynamic as travel, customer service often serves as the linchpin for success. While many companies focus on competitive pricing or unique offerings, there’s an often-overlooked factor that can significantly impact revenue: the quality of customer experience. If we review Jayride for example.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

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 126

Customer Service Training Course Customer Service Training 126

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. Here are my top five picks from last week.

Customer Service 73

Customer Service Metrics Social Media Retail 73

ShepHyken

MARCH 21, 2023

In a recent interview with Katie Mares, author of CustomHer Experience: The Importance of Tailoring Your Brand Experience to the Female Customer , we talked about creating a five-star experience. By the way, even though Mares’ expertise is in selling to female customers, these ideas work for everyone. Use the customer’s name.

Customer Experience 67

Customer Experience Customer Service Training Course Customers 67

ShepHyken

FEBRUARY 13, 2019

You don’t have to send your customer flowers, but how about an expression of appreciation? It can be something as simple as a thank you note or as elaborate as a customer appreciation event. Any day is a good day to show some customer love. With that in mind, here are five ways to say thank you to your customers.

Fashion 125

Fashion Video Customer Service Training Customers 125

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. There are plenty of silent signals we send to our customers, both positive and negative. The post What Signals Are You Unintentionally Sending Your Customers?

Hotels 129

Hotels Customer Service Training Customers Examples 129

ShepHyken

MAY 21, 2018

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster. QSR) In the fight to win back its brick-and-mortar customers, Starbucks is leveraging technological and experiential methods.

Customer Service 83

Customer Service Customer Service Strategies Employee Experience Innovation 83

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. It starts by eliminating any friction you create along your customer’s journey.

How To 134

How To Retail Advertising Customer Service Training 134

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

NOVEMBER 9, 2022

Founder, Jeff Bezos, was an early adopter of a relentless focus on the customer experience.? . Did Bezos really believe that Amazon should be so good they didn’t need a customer service department? Did he really have an empty chair in his meetings to represent the customer? That’s truly customer-focused! .

Competitive Advantage 70

Competitive Advantage Customer Focused Customer Service Training Meeting 70

ShepHyken

OCTOBER 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. Bring Customer Loyalty Under the Customer Experience Umbrella by Phil Britt.

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

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. So there you have it.

Culture 109

Culture Customer Centricity Sports Customer Service Training 109

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.” Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Video 87

Video Advertising Customer Service Training Consumers 87

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? More and more customers are looking for digital and self-service options.

Fashion 126

Fashion Self Service Interaction Airlines 126

ShepHyken

DECEMBER 11, 2019

With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. Here are the first ten of twenty ideas as to how you can up your customer service game in 2020. Send a surprise “gift” when your customers are least expecting it.

Customer Service 118

Customer Service Customer Experience Fashion Video 118

ShepHyken

APRIL 27, 2022

This chef prepares the most amazing meals using the highest quality ingredients, and customers are willing to pay a premium to enjoy this epicurean experience. Either one could be considered a customer experience failure, and the potential result is that the customer never comes back. . My dirty plate story.

Conference 67

Conference Customer Service Training Customer Focused Video 67

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

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care? How about “customer care?”

Self Service 67

Self Service Customer Service Chatbots Customer Care 67

ShepHyken

MAY 17, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to handle customer complaints? Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically. 6 tips you must know by Alibaba.com.

Customer Service 80

Customer Service Customer Retention Tips Brands 80

ShepHyken

JANUARY 17, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Customer Service Skills Every Business Needs by Renee Johnson. The Tech Report) Much of the customer mindset will remain a mystery. (The The Tech Report) Much of the customer mindset will remain a mystery.

Customer Journeys 67

Customer Journeys Customer Service Retail Touchpoint 67

ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter.

Customer Service 65

Customer Service Net Promoter Score Airlines Customer Journeys 65

CSM Magazine

MARCH 31, 2022

Voice is the fastest form of human communication and has long been the backbone of the customer service industry. In this article, we will discuss the basics of voicebot technology and how it is changing the customer service industry. How are voicebots changing the customer experience? Collect customer information.

Industry 52

Industry Customer Service Contact Center Chatbots 52

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. My Comment: The title might surprise you; “Stop Trying to Delight Your Customers.” To me, that’s what “delight” is about.

Customer Service 76

Customer Service Airlines CRM Social Media 76