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Your Brand is Defined by the Sum of All Your Customer Interactions

ShepHyken

It’s every interaction, human or otherwise, that you have with the brand. Then there is the definition of customer service. Sure, it may be the “department” that customers go to when they have a problem, but it also includes every contact the customer personally has with anyone they encounter in your company.

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Five Ways to Create the Customer-Focus Mindset

ShepHyken

Your people attend customer service training. They learn techniques and tactics on how to deal with complaining customers, angry customers or customers who just need a little support. This is what customer service training is all about. Does he or she deliver? Follow on Twitter: @Hyken.

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The Difference Between Customer Focus and… NOT

ShepHyken

His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. Two brand new identical buildings were built, side by side. We’ll refer to them as Company X.

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Make Your Company’s Name Your Brand Promise

ShepHyken

Their name is a bold statement that is not just a name, but a brand promise. So as a customer, we will expect nothing less than an incredible customer experience. And those three words, incredible customer experience (what they refer to as I.C.E.), I want to try some of what they call incredible.

Brands 115
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CEO of the Moment

ShepHyken

It describes the role an employee has when interacting with a 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. . They can deliver on your brand promise – or not. Let’s talk about training for a moment.

Training 118
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Top 5 Customer Service & CX Articles for Week of March 11, 2024

ShepHyken

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

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Customer Service and CX Lessons from Three Iconic Brands

ShepHyken

That’s part of the customer experience, but there is much more to CX than service. It’s the entire journey, from the moment a customer thinks about doing business to any and every interaction point, whether it’s in person, on a digital channel, or with the product. This is one of America’s most iconic brands.

Brands 123