Magellan Solutions

MAY 25, 2018

And finally, to ensure a meaningful customer engagement, you must first teach and expose your employees the ins and outs of customer service. Start with the basics — customer service training. Customer engagement starts within. Phases of customer service training.

Customer Service Training 70

Customer Service Training Training Customer Engagement Engagement 70

Integrity Solutions

SEPTEMBER 28, 2023

In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

JANUARY 4, 2019

Secondly, there should be a balance between professionalism and personality when it comes to interacting with customers. It is easy for an individual representing a ‘fun’ brand to cross over from informal to unprofessional. It is critical for a service rep to be mindful of their tone and tenor at all times.

Customer Service Training 78

Customer Service Training Training Customer Service How To 78

ShepHyken

FEBRUARY 27, 2019

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 114

Brands Handbook Banking Customer Service Training 114

ShepHyken

APRIL 9, 2024

So many companies and brands are trying to win customers over by delivering a better service experience. In my recent customer service and CX research (sponsored by RingCentral ), I included a question that would give us an updated number for this concept. And the reason is that they are just satisfied.

Customer Service Training 139

Customer Service Training Customers Customer Service Study 139

ShepHyken

MARCH 12, 2024

So, here are six ways to create an experience personality that will transform your company or brand from merely providing products and services to doing so with personality: Your Company’s Personality: I don’t care what you sell. Last week’s content was meant to get you thinking. Now, I want you to take action on the content.

Advertising 149

Advertising Customer Service Training Interaction Customer Experience 149

Stella Connect

JANUARY 9, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust. Caroline Nolan, Senior Associate, Customer Experience.

Customer Service Training 41

Customer Service Training Training Customer Service Management 41

ShepHyken

MAY 1, 2019

Just opening the box of an Apple product is an incredible customer experience. This is one of America’s most iconic brands. First, they deliver amazing service. More than the typical friendly service that’s expected, they provide helpful service. That’s actually their brand promise: “The Helpful Hardware Place.”

Brands 122

Brands Customer Service Self Service Advertising 122

ShepHyken

APRIL 14, 2024

Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. My Comment: As costs go up, we must charge customers.

Net Promoter Score 72

Net Promoter Score Loyalty Programs Customer Service Ecommerce 72

ShepHyken

APRIL 22, 2024

How Target, Coca-Cola and Tide Use ‘Irrational Love’ to Win Customer Loyalty by Cindy Scott (AdAge) While “love” may sound fuzzy in the advertising world, it can be scientifically measured by four key components: strong familiarity, high regard, being personally meaningful and competitively unique. Well, don’t wonder.

Customer Service 79

Customer Service Self Service Tips Contact Center 79

ShepHyken

JUNE 13, 2018

While it includes customer service, which is a big part of the overall experience, it is also how your offerings are packaged, your advertising and marketing messages, and more. It’s every interaction, human or otherwise, that you have with the brand. Then there is the definition of customer service.

Interaction 100

Interaction Brands Advertising Customer Service Training 100

ShepHyken

SEPTEMBER 26, 2018

And, that leads to this very important point: When great customer service meets convenience, you have the recipe for disruption. I was talking to the manager of the service and repair center at a major brand automotive dealership. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

How To 625

How To Automotive Competitive Advantage Customer Service Training 625

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. . Are they helpful?

Automotive 123

Automotive Advertising Brands Customer Service Training 123

ShepHyken

SEPTEMBER 27, 2017

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. The logo is the logo, and the brand is the brand! You know the answer.

Brands 86

Brands Customer Service Training Online Experience Groups 86

ShepHyken

FEBRUARY 13, 2024

While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example. Both brands offer the same functionality – a room with a bed, TV, bathroom, etc. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Experience 137

Customer Experience Transportation Hotels Airlines 137

Myra Golden

JANUARY 8, 2018

Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning. Custom website and branding. When your employees log in to their training, it feels like they are taking the training within your company because we give you a unique URL and upload your logo.

Customer Service Training 45

Customer Service Training Training Customer Service Video 45

ShepHyken

MARCH 5, 2024

He shared commentary and stories, so the audience felt they had a glimpse into the personality of one of the most famous and iconic musicians on the planet. This is the lead-in to today’s lesson, which is to understand the difference between experiencing a company or brand, and simply doing business with it.

Customer Experience 81

Customer Experience Entertainment Customer Service Training Connections 81

ShepHyken

FEBRUARY 14, 2022

It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. One of the most important parts of this process is making sure that you’re asking customers the right questions. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick.

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

ShepHyken

FEBRUARY 27, 2024

I won’t argue that some brands have customers who are more willing to take longer surveys; however, Brittany and I were talking in general terms. There are some rockstar brands that are so good that customers are compelled to share their experience in a survey, be it long or short. Connect with Shep on LinkedIn.

Survey 87

Survey Customer Satisfaction Customer Service Training Customers 87

ShepHyken

OCTOBER 26, 2022

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. Anyone who, at any time, is interacting with a customer is confirming or eroding your brand promise. You get the idea. .

Training 117

Training Customer Service Training Culture Brands 117

ShepHyken

MARCH 18, 2024

by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. It’s grown to include all of the customer experiences your customer has every day. And beyond loyalty is a brand fan. Do You Know Who Your Competition In Business Really Is?

Customer Service 79

Customer Service Government Employee Experience Video 79

ShepHyken

DECEMBER 26, 2023

Get customers to feel connected to you because they know you care. Or when a company or brand delivers a great experience, but then the next time, it’s just okay. Consistency creates confidence, and confidence can lead to customer loyalty. Connect with Shep on LinkedIn.

Customer Service 156

Customer Service Tips Guidelines Policies 156

Comm100

APRIL 2, 2024

Here are 6 essential steps to improve CSAT and provide your customers with a superior experience. Enhance customer service training – Empathy Training: Incorporating empathy training for your customer service team is vital to increasing CSAT.

Strategy 225

Strategy How To Wait Times Customer Satisfaction 225

ShepHyken

APRIL 26, 2021

My comment: One of the compelling propositions for our clients interested in our customer service training programs is that that customer service doesn’t cost. One of the main points is that customer service is becoming the face of a brand. Think about that! Thank you MattsenKumar!).

Customer Service 134

Customer Service Loyalty Programs Social Media Contact Center 134

ShepHyken

MARCH 4, 2024

And just as important, is to understand what customer experience is not, which Annette also shares. The 2024 United States Consumer Trends Index Report uncovers several notable differences brands must consider. My Comment: If you follow consumer trends, you know that customer loyalty is “up for grabs.”

Customer Service 59

Customer Service B2C B2B Travel 59

ShepHyken

MARCH 25, 2024

Brands Want Your Loyalty—and Will Offer More Than Points to Get It by Lauren Giella (Newsweek) Loyalty programs offer customers rewards, discounts or other perks when buying from or using the products or services of a certain brand. There are examples of the best programs from the biggest brands.

Loyalty Programs 76

Loyalty Programs Hotels Customer Service Hospitality 76

ShepHyken

FEBRUARY 12, 2024

For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers.

Self Service 66

Self Service Customer Service Social Media Ecommerce 66

ShepHyken

JULY 14, 2021

I went back to the same store, only to be disappointed that the brand discontinued that model. In my book, Amaze Every Customer Every Time , I write about the concept, “ One to say YES and two to say NO.” Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

How To 168

How To Hotels Hospitality Transportation 168

Stella Connect

JANUARY 4, 2022

And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

ShepHyken

APRIL 1, 2024

For Legacy Industries, Influencer Marketing Is Key to Evolving the Customer Journey by Greg Scavuzzo (Sprout Social) When you think of influencer marketing, what comes to mind? A fitness expert touting a new athleisure brand? My Comment: Influencer Marketing is part of the customer experience. Connect with Shep on LinkedIn.

Customer Service 76

Customer Service Government B2B B2C 76

ShepHyken

FEBRUARY 14, 2023

I found the answers insightful: 37% want to be like the Ritz-Carlton 25% want to be like Ace Hardware 22% want to be like Amazon 16% want to be like Uber Regardless of the survey results, I’d love to take a piece of each of these brands and roll it into what we do – especially if we’re not already doing it.

Company 149

Company Customer Service Training Online Experience Customer Service 149

ShepHyken

MAY 24, 2021

There are many ways to let customers know you appreciate them, and this article covers most of them, along with some expert opinions from other successful business people. The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World by Kim Campbell. Follow on Twitter: @Hyken.

Customer Service 153

Customer Service Customer Retention Loyalty Retail 153

ShepHyken

FEBRUARY 4, 2024

Our customer service research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on. How 6 Brands Could Change Loyalty Trends In 2024 by Jenn McMillen (The Wise Marketer) Loyalty marketing remains popular, but often is just the same-old, same old.

Customer Service 60

Customer Service B2B Loyalty B2C 60

CSM Magazine

NOVEMBER 2, 2023

The two organizations seek to leverage state-of-the-art technology to transform employee training within the customer experience industry. This partnership marks a significant milestone for both companies in their commitment to elevate customer service training through cutting-edge solutions.

Training 52

Training Customer Experience First Call Resolution Telecommunications 52

ShepHyken

SEPTEMBER 29, 2021

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. The Ritz-Carlton has a team of trainers that companies hire to learn the secrets of creating world-class hospitality and service. And they did.

Industry 155

Industry Hospitality Customer Service Training Leadership 155

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 72

Company Fashion Customer Service Training Comparison 72

ShepHyken

MARCH 10, 2021

To make it part of the culture, and to be contagious, it must be introduced during the hiring process, heavily trained in the onboarding of new employees, and consistently communicated and reinforced on a regular basis for sustainability. Think of some of the great recognizable brands and how they make you feel.

Culture 152

Culture Hotels Customer Service Training Training 152