ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

How To 623

How To Automotive Competitive Advantage Customer Service Training 623

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. It’s a great lesson from an iconic brand.

Customer Service 71

Customer Service Metrics Social Media Retail 71

ShepHyken

AUGUST 24, 2022

Think of the brands or companies you enjoy doing business with the most. They have great customer service. . They provide a great overall customer experience. . These are the basic expectations customers might have with the companies they choose to do business with. What is it that makes you want to come back?

Customer Service Training 129

Customer Service Training Customers Customer Service Customer Experience 129

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? This is opinion.) Do your customers trust you? If you think your customers trust you, that’s a 100% score.

Chief Customer Officer 123

Chief Customer Officer Effort Score Policies Customer Service Training 123

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. Why Chick-fil-a Is One of the Most Loved Brands by John Dijulius. My Comment: John DiJulius is one of the smartest customer service/CX experts on the planet. What Makes Good Customer Service?

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

OCTOBER 19, 2022

There are many definitions of the term brand. One of my favorites is this: A brand is a promised delivered. . Consider Ace Hardware, whose brand promise is The Helpful Hardware Place. Based on all their awards and the comments from happy customers posted on social channels, they deliver. . Then ask your customers.

Automotive 123

Automotive Advertising Brands Customer Service Training 123

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. 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. million customers.

Customer Service 153

Customer Service Airlines Tips Customer Service Strategies 153

ShepHyken

OCTOBER 26, 2022

It describes the role an employee has when interacting with a customer. Typically, the word they is used to describe the individual who helped the customer. Some may call that employee a brand ambassador or advocate for the company, but I have a new title for that individual: CEO of the Moment. . You get the idea. .

Training 116

Training Customer Service Training Culture Brands 116

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. So, how well do you know your customers? We surveyed 1,000 consumers in the U.S. Consider this: . Here’s an example.

Airlines 172

Airlines Customer Experience Survey Customer Service Training 172

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. Which is Your CX Priority: Satisfied Customers or Profit? LinkedIn) What should your ultimate goal be when designing your customers’ experiences? This article reminds of this strategy.

Customer Service 116

Customer Service Leadership Ecommerce Culture 116

ShepHyken

NOVEMBER 3, 2021

There have most likely been times that many of us have fallen short in taking care of our customers. I would love to get some service-related feedback. My hotels have struggled this year with our service scores. In years past both of my locations were consistently in the top 30% of brands. Thank you in advance. .

Hospitality 164

Hospitality Customer Experience Hotels Feedback 164

ShepHyken

FEBRUARY 21, 2023

Ten years ago, I wrote an article about why delivering an amazing customer experience is important. It’s the consistent and predictable experience that makes customers trust you and come back. Our customer experience research found that 83% of people trust a company or brand more if it delivers good customer service.

Customer Experience 67

Customer Experience Customer Service Training Loyalty Customer Retention 67

ShepHyken

JANUARY 11, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Measure Your Customer Experience Maturity by Sharon Florentine. My Comment: This is an introduction to the concept of customer experience (CX) maturity. Here are my top five picks from last week.

Social Media 91

Social Media Customer Service Guidelines Loyalty 91

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: We start this week’s Top Five roundup with an interview with customer culture expert Jeff Toister. The gold in the article is his simple three-step approach to building a customer-focused culture.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

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

MARCH 16, 2022

Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX). So, with that, I bring you Shep’s Law of Customer Service , which is: . A company wants a customer to buy its product or service.

Customer Service 120

Customer Service Customer Service Training Customers Customer Experience 120

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. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

APRIL 20, 2022

There are many ways to deal with complaints or angry customers. The idea is to say something that lets the customer know you understand the problem, you’re in sync with their concerns, and you empathize with their frustration, anger or whatever emotion they’re exhibiting. Eventually, my frustration forced me to call customer support.

How To 127

How To Customer Service Training Customers Customer Service 127

ShepHyken

SEPTEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi.

Customer Service 74

Customer Service Culture Poor Customer Service Contact Center 74

ShepHyken

JULY 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Improving Social Media Customer Service by Fara Haron. My Comment: Companies are using social media customer care/service to increase loyalty and gain market share.

Social Media 115

Social Media Customer Service Trends Tips 115

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 78

Customer Service Customer Retention Tips Brands 78

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. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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. Nobody is perfect.

Customer Experience 67

Customer Experience Customer Service Training Course Customers 67

ShepHyken

NOVEMBER 30, 2022

What was once considered a flexible, customer-friendly return policy became a hassle for the customer. . These changes are the reasons some customers shared when they were asked, “Why don’t you come back anymore?” . The point of this is to think about changes you make that aren’t customer-focused.

Policies 120

Policies Customer Focused Customer Service Training Software 120

ShepHyken

MAY 23, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Leaders Can Learn from Baseball by Lynn Hunsaker. 3 Common Customer Complaints and How to Address Them by DP Taylor. 8 Customer Service Standards That Will Elevate Your Business by Allison Gauss.

Customer Service 64

Customer Service Sports Tips Customer Service Training 64

ShepHyken

FEBRUARY 14, 2023

Let’s consider imitation, but let’s imitate a company that is outside of our industry. I recently did an informal poll on LinkedIn and asked: Which company’s customer service approach would you want your businesses to be like? That removes us from being a commodity and positions us as unique and special for our customers.

Company 148

Company Customer Service Training Online Experience Customer Service 148

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. Other brands have gone down this path. Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. Follow on Twitter: @Hyken.

Industry 154

Industry Hospitality Customer Service Training Leadership 154

ProProfs Chat

MAY 13, 2020

There lies an evident gap between satisfied and delightful customers. How perfect would this world be if every business could spare the time to understand the likes of their customers inside out? Contemporary consumers expect brands to remember who they are, whether they are buying from you for the second or the hundredth time.

Software 111

Software Self Service Customer Service How To 111

Integrity Solutions

OCTOBER 27, 2021

Differentiating on service isn’t just a smart strategy for growth; increasingly, it’s a survival strategy. In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service. But just who is that?

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. Here are my top five picks from last week.

Customer Service 141

Customer Service Government Customer Service Training Loyalty 141

ShepHyken

APRIL 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. “Giving back” is part of the customer experience. ” 15 Customer Service Strategies To Help You Deliver A 5-Star Experience by Forbes Coaches Council. Not sure where to start?

Customer Service 80

Customer Service Government Hospitality Trends 80

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.

Customer Service 98

Customer Service Social Media Chatbots Trends 98

ProProfs Chat

MAY 13, 2020

There lies an evident gap between satisfied and delightful customers. How perfect would this world be if every business could spare the time to understand the likes of their customers inside out? Contemporary consumers expect brands to remember who they are, whether they are buying from you for the second or the hundredth time.

Software 98

Software Self Service Customer Service How To 98

ShepHyken

NOVEMBER 9, 2022

Whenever there is a chance to learn from an iconic brand like Amazon, I jump at the chance. 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? So, it was true!

Competitive Advantage 69

Competitive Advantage Customer Focused Customer Service Training Meeting 69

ShepHyken

MAY 9, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Conundrum: Fix Bad Experiences or Make Good Ones Better? Daniel Kahneman’s and Barbara Frederickson’s “Peak-End Rule,” which is about how the customer’s brain remembers their experience.

Customer Service 67

Customer Service Tips e-support Loyalty 67

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

Company 71

Company Fashion Customer Service Training Comparison 71

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