ShepHyken

FEBRUARY 23, 2018

On this point, employee engagement in the company message is critical. Whatever we present to the world as a core value, we must honor and exemplify, across the board with no exceptions, and when we fall short, acknowledge that immediately. Otherwise, we lack integrity, employees lose interest, and customer service suffers.

Customer Satisfaction 92

Customer Satisfaction Exceptional Customer Service Employee Experience Employee Engagement 92

Retently

AUGUST 15, 2018

Let’s go through these 5 exceptional customer service examples: 1. Always Empower Your Employees. Top-notch customer service starts with excellent employee satisfaction and engagement. Ritz-Carlton is a well-known example of good customer service in this case.

Examples 105

Examples Customer Service Social Media Exceptional Customer Service 105

Customer Enthusiast

SEPTEMBER 30, 2014

Finally, he recognized that exceptional customer service doesn’t happen by chance. 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. Watch the 90-second book trailer.

Exceptional Customer Service 105

Exceptional Customer Service Employee Engagement Retail Customers 105

Customer Enthusiast

OCTOBER 3, 2014

Some companies will spend more time and effort staging events in preparation for Customer Service Week, October 6-10, than they will spend celebrating customers and delivering exceptional customer service during the remaining 51 weeks of the year. Watch the 90-second book trailer.

Exceptional Customer Service 69

Exceptional Customer Service Employee Engagement Retail Customer Service 69

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

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

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

Customer Enthusiast

SEPTEMBER 4, 2018

Both USAA and Southwest Airlines recognize that exceptional customer service doesn’t happen by chance – it happens by choice. 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.

Industry 78

Industry Airlines Insurance Telecommunications 78

Customer Enthusiast

AUGUST 26, 2014

In other words, regardless of external influences, employees have the freedom to choose their response to any given stimuli – including customer inquiries. Covey’s perennial book , The 7 Habits of Highly Effective People. Between the stimulus and the response, employees have the freedom to choose their response.

Exercises 75

Exercises Culture Video Exceptional Customer Service 75

Customer Enthusiast

DECEMBER 11, 2014

Managers have an opportunity to consistently elevate customer service quality by deliberately incorporating essence into function in the workplace. Doing so will produce exceptional customer service reliably, over time, rather than – as often occurs – inconsistently, here and there, by chance.

Retail 58

Retail Exceptional Customer Service Employee Engagement Metrics 58

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

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

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

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

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

Customer Enthusiast

SEPTEMBER 28, 2016

Many companies trumpet the importance of serving their “internal customers” and some even subscribe to the mantra: The customer comes second; our employees come first! Show me where in the lot employees are permitted to park and I’ll tell you your overall customer satisfaction score.

Customer Service 40

Customer Service Comparison Customer Satisfaction Employee Engagement 40

Customer Enthusiast

JANUARY 2, 2018

As I reflected on this story and my relationship with Ed Novak over the past 23 years, I had an epiphany: Ed’s success as a restaurateur has not simply been the result of providing exceptional product and service quality. Cascade the lessons from Delight Your Customers throughout your department, division, or entire organization.

Hospitality 40

Hospitality Banking Exceptional Customer Service Retail 40

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. 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.

Customer Service 40

Customer Service Exceptional Customer Service Customers Retail 40

Customer Enthusiast

JUNE 1, 2015

Where most companies fail (and where the consistency of customer service quality routinely breaks down) is they stop there, assuming that employees are now equipped to consistently deliver exceptional customer service. Employees need to know WHY they are doing WHAT they are doing HOW they are doing it.

Self Service 40

Self Service Airlines Exceptional Customer Service Omni-Channel 40

Customer Enthusiast

JUNE 1, 2015

Where most companies fail (and where the consistency of customer service quality routinely breaks down) is they stop there, assuming that employees are now equipped to consistently deliver exceptional customer service. Employees need to know WHY they are doing WHAT they are doing HOW they are doing it.

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. Illustration credit: Maha Mohtaseb.

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. Customer service is not a campaign; it’s a commitment. How about committing to celebrate the customer 52 weeks out of the year by consistently expressing genuine interest in serving them?

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. Cascade the lessons from Delight Your Customers throughout your department, division, or entire organization. Watch the 90-second book trailer. and Macy’s: $0. I really do.

Competitive Advantage 40

Competitive Advantage Retail Exceptional Customer Service Sales 40

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.

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

SEPTEMBER 8, 2017

Within this definition are seven elements that are key to consistently providing exceptional customer service: Voluntary: Exceptional customer service is predicated on a service provider’s willingness to take initiative and expend discretionary effort in the moment of choice.

Customer Service 72

Customer Service Exceptional Customer Service Poor Customer Service Retail 72

Customer Enthusiast

AUGUST 2, 2017

I believe that if an employee lacks initiative and a willingness to expend discretionary effort in the moment of choice, it will not be possible for them to consistently provide exceptional customer service. Finally, hire for and reward initiative because, without it, exceptional customer service is not possible.

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.

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. Illustration by Aaron McKissen.

Banking 40

Banking Policies Exceptional Customer Service Social Media 40

Experience Investigators by 360Connext

FEBRUARY 18, 2020

We've all read 200-page business books and thought "this could've been summed up in two pages." Learn how to create a customer journey map. Discover how to add value and provide exceptional customer service through each phase of the customer journey.

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