Retently

AUGUST 15, 2018

Customer service used to be something companies offered without giving it too much thought, but it has become a central point of any business strategy nowadays. There are plenty of numerous examples of excellent customer service being provided by top companies. But what is good customer service, though?

Examples 105

Examples Customer Service Social Media Exceptional Customer Service 105

ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. On this point, employee engagement in the company message is critical.

Customer Satisfaction 92

Customer Satisfaction Exceptional Customer Service Employee Experience Employee Engagement 92

Customer Enthusiast

SEPTEMBER 30, 2015

One of our objectives was to identify ways to incorporate exceptional customer service into the day-to-day processes at the libraries. Regardless of setting, customer-facing employees have the ability to provide stellar customer service; they just have to put themselves in a position to shine.

Customer Service 40

Customer Service Exceptional Customer Service Customers Retail 40

Customer Enthusiast

SEPTEMBER 30, 2014

Having spent two decades with Marriott, I had an opportunity to see this philosophy manifest firsthand in the direct service of tens of thousands of customers. Although I retired from the company in 2006, 21 years after his death, my customer service philosophy continues to be shaped by the founder’s words. customer J.W.

Exceptional Customer Service 105

Exceptional Customer Service Employee Engagement Retail Customers 105

Customer Enthusiast

SEPTEMBER 14, 2018

For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t. This includes both coworkers and customers.

Exceptional Customer Service 67

Exceptional Customer Service Leadership Poor Customer Service Customer Service 67

Customer Enthusiast

SEPTEMBER 28, 2016

Customer Service Week (Oct. Let me begin by saying that celebrating the customer is a good thing—especially when you consider that, without customers, there wouldn’t be much else to celebrate. Wouldn’t it be better to run your business as if every week was Customer Service Week? Don’t settle for ordinary.

Customer Service 40

Customer Service Comparison Customer Satisfaction Employee Engagement 40

Customer Enthusiast

OCTOBER 3, 2014

Next week is Customer Service Week and, similar to my flossing analogy, the customer already knows if you’re serving. Besides, shouldn’t every week be Customer Service Week? Customer service is not a campaign. Watch the 90-second book trailer. Gates already knows the answer.

Exceptional Customer Service 69

Exceptional Customer Service Employee Engagement Retail Customer Service 69

Customer Enthusiast

SEPTEMBER 4, 2018

I was recently asked which industry sectors have the most issues with poor customer service and what could be causing this? Telecommunications (telecom, TV, internet), health plans, government offices, airlines, and insurance are the industries that consistently produce the lowest overall customer satisfaction (OSAT) scores.

Industry 78

Industry Airlines Insurance Telecommunications 78

Customer Enthusiast

SEPTEMBER 6, 2014

CVS Health reinforced its credibility with employees and customers alike by staying true to its stated purpose. I love this example because it illustrates an important point I make during my customer service presentations: Without a clearly defined purpose, there is no exceptional customer service.

Company 86

Company Retail Exceptional Customer Service Exercises 86

Smith+co CX

JUNE 20, 2022

It’s an approach we’ve kept an eye on for over twenty years, since first featuring the brand in our book Uncommon Practice. In his Sunday Times column, Julian spoke about the clear link between satisfied employees and satisfied customers. Recommended Provider title. Uncommon Practice.

Brands 36

Brands Retail Culture Leadership 36

Customer Enthusiast

AUGUST 26, 2014

And three quarters of employees surveyed admitted they could be significantly more effective in their jobs. Check out this video Exposing Bad Customer Service by Jack Vale Films. What stops these employees from closing the discretionary effort gap between what they are prepared to do and what they actually do?

Exercises 75

Exercises Culture Video Exceptional Customer Service 75

Customer Enthusiast

DECEMBER 11, 2014

For example, Nordstrom initiated a trend in retail customer service by having its sales associates walk around the sales counter to hand a customer her purchases rather than schlepping the bag over the counter after posing the ubiquitous industry farewell: “Receipt with you or in the bag?”. Watch the 90-second book trailer.

Retail 58

Retail Exceptional Customer Service Employee Engagement Metrics 58

Customer Enthusiast

MAY 29, 2018

In fact, it prompted me to write the book, Delight Your Customers : While employees consistently execute the mandatory job functions for which they are paid, they inconsistently demonstrate voluntary customer service behaviors for which there is little or no additional cost to their employer. Choose extraordinary.

Exceptional Customer Service 45

Exceptional Customer Service Policies Retail Customer Service 45

Customer Enthusiast

FEBRUARY 9, 2015

For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t. This includes both coworkers and customers.

Exceptional Customer Service 40

Exceptional Customer Service Leadership Employee Engagement Poor Customer Service 40

Customer Enthusiast

AUGUST 8, 2016

For years I have been an enthusiastic reader of business books. During my career as a hotel training director in New York City, on occasion I’d uncover a book that I wanted to share with a broader audience at the hotel. The simple solution was to just order everyone a book. Watch the 90-second book trailer.

Hotels 40

Hotels Exceptional Customer Service Training Retail 40

Customer Enthusiast

JUNE 26, 2018

In fact, it prompted me to write the book, Delight Your Customers : While employees consistently execute the mandatory job functions for which they are paid, they inconsistently demonstrate voluntary customer service behaviors for which there is little or no additional cost to their employer.

Exceptional Customer Service 40

Exceptional Customer Service Policies Training Customer Service 40

Customer Enthusiast

AUGUST 10, 2015

Whenever I go on record saying, “Most employees don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service” (or something similar), there are always pundits who emerge from the dark recesses of the Internet to lay the blame on management for employee indifference toward customers.

Poor Customer Service 40

Poor Customer Service Exceptional Customer Service Culture Exercises 40

SurveySparrow

SEPTEMBER 8, 2021

Kudos is an employee experience management software that prides itself on giving innovative employee engagement and management solutions to organizations of all sizes. Fond’s EX platform brings a culture of recognition for organizations in the workplace and even on social levels, empowering every employee. Key Features.

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

Customer Enthusiast

JANUARY 2, 2018

He has succeeded by honoring the hospitality “sweet spot,” where exceptional customer service and uncompromising character intersect. Order Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary by Steve Curtin or purchase from select retailers, including Barnes & Noble.

Hospitality 40

Hospitality Banking Exceptional Customer Service Retail 40

Customer Enthusiast

JUNE 1, 2015

I was recently asked, “What is the biggest customer service challenge facing companies today?” My response was that it’s the same challenge companies faced last year, the year before that, and even 28 years ago: inconsistency of customer service quality and the customer experience. Don’t settle for ordinary.

Self Service 40

Self Service Airlines Exceptional Customer Service Omni-Channel 40

Customer Enthusiast

JUNE 1, 2015

I was recently asked, “What is the biggest customer service challenge facing companies today?” My response was that it’s the same challenge companies faced last year, the year before that, and even 28 years ago: inconsistency of customer service quality and the customer experience. Don’t settle for ordinary.

Self Service 40

Self Service Airlines Exceptional Customer Service Omni-Channel 40

Customer Enthusiast

APRIL 5, 2016

My customer service philosophy is predicated on the truth that exceptional customer service is always voluntary. Employees don’t have to deliver it, and most don’t. But what do employees have to do? Watch the 90-second book trailer. The cure for ignorance is awareness.

Exceptional Customer Service 40

Exceptional Customer Service Retail Leadership Customer Service 40

Customer Enthusiast

JULY 16, 2015

In your book you mention that 80% of companies claim to provide superior service, while only 8% of customers agree. Where’s the outrageous customer service gesture?” My definition of customer service is this: a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer.

Customer Experience 40

Customer Experience Exceptional Customer Service Social Media Customers 40

Customer Enthusiast

JANUARY 8, 2017

Even Nordstrom, heralded for its exceptional customer service quality, is in an uphill battle to compete with Amazon and other e-tailers. Order Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary by Steve Curtin or purchase from select retailers, including Barnes & Noble.

Competitive Advantage 40

Competitive Advantage Retail Exceptional Customer Service Sales 40

Customer Enthusiast

SEPTEMBER 8, 2017

A journalist recently contacted me, posing a single question: “What makes good customer service?”. This was my response: Let’s start with a definition: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer. Act: Service is a verb, requiring action.

Customer Service 72

Customer Service Exceptional Customer Service Poor Customer Service Retail 72

Customer Enthusiast

NOVEMBER 18, 2014

Too often, exceptional customer service is associated with breathless, over-the-top actions by employees that capture headlines such as Ritz-Carlton’s Joshie the Giraffe , Morton’s Steakhouse airport delivery , or Frontier Airlines’ pizza delivery. Watch the 90-second book trailer. It’s always a choice.)

Airlines 78

Airlines Exceptional Customer Service Exercises Employee Engagement 78

ShepHyken

APRIL 21, 2020

Hiring the Right Employees to Deliver Exceptional Customer Service. They discuss tips, tactics and strategies on hiring from his latest book, Fully Staffed: The Definitive Guide to Finding & Keeping Great Employees in the Worst Labor Market Ever. Start by Being a Great Place to Work.

Exceptional Customer Service 110

Exceptional Customer Service Tips Strategy Survey 110

Customer Enthusiast

AUGUST 2, 2017

There are many emotions that a company would hope to inspire in its customers, but regret isn’t one of them. There have been many studies that reveal a correlation between customer service quality and value for price paid. Survey respondents, on average, said they would pay a premium of 14 percent for superior service.

Hotels 40

Hotels Exceptional Customer Service Guest Experience Study 40

Customer Enthusiast

JANUARY 15, 2015

In work environments like this, employees tend to become disinterested in their work and indifferent toward serving customers. Order Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary by Steve Curtin or purchase from select retailers, including Barnes & Noble.

Employee Engagement 40

Employee Engagement Exceptional Customer Service Retail Training 40

Customer Enthusiast

JUNE 5, 2015

I’m not sure, but I can say this with certainty: these requests will be infrequent; they will be exceptions; and exceptions create opportunities to provide exceptional customer service. Watch the 90-second book trailer. Choose extraordinary. It’s always a choice.)

Banking 40

Banking Policies Exceptional Customer Service Social Media 40

Customer Enthusiast

JUNE 5, 2015

I’m not sure, but I can say this with certainty: these requests will be infrequent; they will be exceptions; and exceptions create opportunities to provide exceptional customer service. Watch the 90-second book trailer. Choose extraordinary. It’s always a choice.) Illustration by Aaron McKissen.

Banking 40

Banking Policies Exceptional Customer Service Social Media 40

Experience Investigators by 360Connext

FEBRUARY 18, 2020

Free CX Courses: Free Customer Service Training by LiveChat. Sort-of-Free CX Courses: Customer Service Foundations by Jeff Toister. Writing Customer Service Emails by Leslie O’Flahavan. A Design Thinking Approach to Putting the Customer First by Big Think. The 21-Day CX Challenge by Jeannie Walters.

Course 35

Course Training Customer Journeys Customer Experience 35

Michel Falcon Experience

MARCH 12, 2019

.” And it was super niche, 2007 nobody was really talking about it; shortly after, Zappos was the company that was really taking off, leveraging customer experience management. Yes I wrote a book, but the book talks about all of the strategies; ones that I’ve worked and ones that haven’t worked. Same thing?

Culture 12

Culture Employee Engagement Company Engagement 12