ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction.

Self Service 139

Self Service Customer Experience Customer Service B2C 139

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. by Janelle Estes.

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124

ShepHyken

JUNE 13, 2018

What does a good customer experience look like at your company? What does good customer service look like? It will be interesting to see if your team recognizes the difference between experience and service. It’s every interaction, human or otherwise, that you have with the brand. In just ten words he nailed it!

Interaction 102

Interaction Brands Advertising Customer Service Training 102

ShepHyken

MARCH 14, 2023

Or, In a recent Shepard Letter , I discussed the Trust Gap , which is the difference between an organization’s belief that their customers trust them and the percentage of customers who actually do. By the way, this is a perfect time to mention International Customer Loyalty Month, which happens every year in April.

Loyalty 105

Loyalty Customers Customer Service Training Connections 105

ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). It’s not like companies purposely provide poor customer service.

Culture 108

Culture Customer Service Poor Customer Service Leadership 108

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 134

Customer Service Training Customers Customer Service Customer Experience 134

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Here are my top five picks from last week.

Customer Service 137

Customer Service Loyalty Programs Social Media Contact Center 137

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 124

Automotive Advertising Brands Customer Service Training 124

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 124

Chief Customer Officer Effort Score Policies Customer Service Training 124

ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. With a growing number of consumers influenced by word-of-mouth, don’t let your customers slip away!

Customer Service 157

Customer Service Customer Retention Loyalty Retail 157

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 119

Training Customer Service Training Culture Brands 119

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 173

Airlines Customer Experience Survey Customer Service Training 173

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 167

Hospitality Customer Experience Hotels Feedback 167

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Here are eight different ways to streamline your customer support. Here are my top five picks from last week.

Customer Service 157

Customer Service Net Promoter Score Self Service Knowledge Base 157

ShepHyken

DECEMBER 16, 2020

In my customer service speeches, I’ll sometimes ask the audience to share who their favorite and easiest companies are to do business with. The typical answers are Amazon, Zappos, Walmart and other recognizable brands. Customers love to be informed. Customers know when you rush them through a process or transaction.

Company 154

Company Customer Service Customer Service Training Customers 154

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

MARCH 10, 2021

We were discussing how important it is to “bake” customer service into the culture. It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated. And don’t think customers won’t notice.

Culture 156

Culture Hotels Customer Service Training Training 156

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 154

Company Customer Service Training Online Experience Customer Service 154

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 68

Customer Experience Customer Service Training Loyalty Customer Retention 68

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. What is Brand Loyalty and How Can You Build It?

Customer Service 148

Customer Service Loyalty Programs Chatbots Loyalty 148

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. My Comment: In my newest book, I’ll Be Back , I cover the difference between a repeat customer and a loyal customer.

Customer Service 154

Customer Service B2C B2B Customer Retention 154

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 121

Customer Service Customer Service Training Customers Customer Experience 121

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 130

How To Customer Service Training Customers Customer Service 130

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Numerous studies have shown that customers are willing to pay more money for good service.

Strategy 294

Strategy Customer Experience How To Customer Journeys 294

ShepHyken

SEPTEMBER 27, 2017

The guy just didn’t want to get them, when a customer needed them. He mentioned that the restaurant was managed by a group at the airport, so I really shouldn’t expect the same service or quality I am accustomed to at this company’s regular restaurants. This was a major brand with locations throughout the US.

Brands 86

Brands Customer Service Training Online Experience Groups 86

ShepHyken

JULY 14, 2021

How do you say Yes to every customer request ? Is this customer service utopia? Both know the value of their customers hearing yes for an answer. If you dig a little deeper into the concept, it’s not so much about saying, “Yes” to every customer. And, that’s a pretty big difference, but not to the customer.

How To 170

How To Hotels Hospitality Transportation 170

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 121

Policies Customer Focused Customer Service Training Software 121

ShepHyken

MAY 6, 2020

Then there was the gap between the service you want the customer to experience and the actual service they receive. Often when leadership is surveyed about how good they think their service and experience is, it differs—in a negative way—from what the customer is actually experiencing. So, what’s your gap ?

Customer Experience 130

Customer Experience Customer Expectations Customer Service Training Leadership 130

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 159

Industry Hospitality Leadership Customer Service Training 159

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. As the customer journey continues to evolve into something more dynamic and diverse, it’s imperative to think about ways of optimising your (hopefully) amorous customer relationships through your business communications.

Customer Service 61

Customer Service Customer Centricity Loyalty Programs Culture 61

ShepHyken

APRIL 14, 2021

If all you do is compare yourself to your competitors, you may be missing your best opportunities to create the best experience for your customers. In my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I cover a six-step process to getting your customers to say, “I’ll be back.”

How To 147

How To Customer Service Training Leadership Meeting 147

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 74

Company Fashion Customer Service Training Comparison 74

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Take a close look at number four, which is about optimizing for lifetime value, not just the cost of acquisition for a new customer.

Customer Service 133

Customer Service Effort Score e-support Chatbots 133

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. My Comment: How do we create customer loyalty? Here’s How to Cultivate It.

Customer Service 65

Customer Service Loyalty Programs e-support Loyalty 65

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 68

Customer Experience Customer Service Training Course Customers 68

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. How do you handle a bad customer service experience ? Here are my top five picks from last week.

Customer Service 148

Customer Service Social Media Report Culture 148

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