ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. Do more in 24! Today’s customers will reach out to you in the most convenient way. Happy New Year!

Customer Service 155

Customer Service Tips Guidelines Policies 155

Bill Quiseng

DECEMBER 13, 2021

That’s why a high customer retention rate is an important goal for many businesses. Excellent customer service is one of the best ways to achieve this goal. Customer retention supports long-term growth because it creates a loyal customer base. Why Does Customer Service Impact Retention?

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? 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 Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

JANUARY 31, 2023

Looking back, I did what most good people – or companies – would do for their customers. I was proactive with my communication. Being purposeful about little things that are expected and cost nothing – or next to nothing – can go a long way in getting a customer to think of your business as a first-class organization.

Customer Service 138

Customer Service Customer Experience Hotels Customer Service Training 138

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S.

Customer Service 88

Customer Service Social Media Tips Multi-Channel 88

ShepHyken

NOVEMBER 25, 2020

Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” Leadership defines the customer service and CX vision for everyone to follow. So, I’ve listed some of the essential ingredients. In the meantime, this is enough to get you started.

Customer Service 143

Customer Service Leadership Training Customer Service Training 143

ShepHyken

NOVEMBER 9, 2023

She writes about the five ways to become an effective and efficient customer service manager. Perhaps you’re thinking of trying to move up the ranks of your organization to become a customer service manager, or perhaps you already are one but want to hone your skills. Either way, this article is for you.

Customer Service 55

Customer Service Management Exercises Leadership 55

ShepHyken

MARCH 12, 2024

What are the adjectives that customers use to describe you? Communicate Your Company’s Personality: Once you know it, don’t keep it a secret. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. How would you like them to describe you?

Advertising 148

Advertising Customer Service Training Interaction Customer Experience 148

ShepHyken

JUNE 20, 2023

From these stories – and there are plenty more just like them – here are a few lessons we can take away: Customer Service Training: Many problems can be avoided with good customer service training. There is the soft-skill side of customer service, being friendly and empathetic.

Customer Service 67

Customer Service Customer Service Training Travel Entertainment 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

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

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. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

NOVEMBER 28, 2023

For example, we might use company jargon and acronyms that others outside of the company or industry might not understand. In the customer experience world, one of the most challenging Moments of Misery™ to overcome is communication breakdown. There’s an old saying: Beauty is in the eye of the beholder.

Advertising 84

Advertising Training Software Customer Service Training 84

Integrity Solutions

OCTOBER 27, 2021

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. Last week was National Customer Service Week , an annual — and now global — event devoted to celebrating the people who make customer service happen.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

JANUARY 5, 2022

I love to receive great examples of outstanding customer service. What I share with you today is a great example of personalized and proactive communication. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers.

Customer Experience 173

Customer Experience How To Touchpoint Communication 173

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. (B&T) Follow on Twitter: @Hyken.

Customer Service 78

Customer Service Customer Retention Tips Brands 78

SurveySparrow

OCTOBER 1, 2023

Customer service is no longer a mere exchange of goods and services. Do you remember the last time you received truly exceptional customer service? If you do, the fact that you recall it is proof of high-touch customer service! Let’s make sure your customers do. What makes it high touch?

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

ShepHyken

JULY 4, 2023

Instead, I focused on how to use the information to efficiently get the correct answer. So, how does this apply to customer service? Many people think that AI will be used to replace customer support agents – and even salespeople. They believe all customer questions can be answered digitally with AI-infused technology.

Conference 127

Conference Customer Service Training Customer Service Study 127

ShepHyken

JULY 11, 2023

So how do you communicate something like this, that’s “out of your control?” It’s the words you use and the way you say them that counts. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Hotels 118

Hotels Customer Service Training Course Communication 118

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. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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? Are your customers coming back out of true loyalty, habit, or some other reason? Tips to Providing Excellent Customer Service by Abdul Mooez.

Customer Service 67

Customer Service Tips e-support Loyalty 67

CSM Magazine

MARCH 31, 2022

Voice is the fastest form of human communication and has long been the backbone of the customer service industry. In this article, we will discuss the basics of voicebot technology and how it is changing the customer service industry. How are voicebots changing the customer experience? Train new agents.

Industry 52

Industry Customer Service Contact Center Chatbots 52

ShepHyken

OCTOBER 17, 2023

That may be the case for the cat, but it’s not so in the world of customer service. A good customer service rep, salesperson, or anyone interacting with a customer should be curious. The idea of curiosity in customer service is simple. . …” In other words, be careful pushing for more information.

Customer Service Training 141

Customer Service Training Customer Service Interaction Customer relationships 141

ShepHyken

NOVEMBER 28, 2023

For example, we might use company jargon and acronyms that others outside of the company or industry might not understand. In the customer experience world, one of the most challenging Moments of Misery™ to overcome is communication breakdown. There’s an old saying: Beauty is in the eye of the beholder.

Advertising 67

Advertising Training Software Customer Service Training 67

ShepHyken

DECEMBER 19, 2023

If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. For now, you can guess. Cindy, from my office, had a customer service issue. I’ll share that company’s name at the end of this article. And did you guess what company this article is about?

Omni-Channel 84

Omni-Channel Customer Centricity Company Self Service 84

ShepHyken

MAY 18, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Loyalty Is Flat. What Should Your CX Strategy Look Like Now? What you’ll find are nine fundamental concepts that need to be considered at the base of your customer service and loyalty strategies.

Customer Service 92

Customer Service Customer Retention Loyalty Strategy 92

ShepHyken

OCTOBER 20, 2021

I was recently answering a question from a young customer service agent. One thing I suggested was that he follow up his conversation with a customer with a thank-you note. Instead, he texted the thank-you to his customer. . And for some, texting has taken over as the main form of communication, including the phone.

Fashion 150

Fashion Customer Service Training Technology Communication 150

ShepHyken

DECEMBER 28, 2022

Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience. Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. . It shows you respect and appreciate your customers. . Be proactive.

Fashion 130

Fashion Guidelines Policies Customer Service Training 130

ShepHyken

OCTOBER 13, 2021

In this article, we can say that three secrets to creating and sustaining customer loyalty are communication, communication, communication. The way you communicate, what you communicate, and how often you communicate can create the experience that gives a customer the confidence to continue doing business with you. .

Loyalty 104

Loyalty Social Media Tips Communication 104

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident. Follow on Twitter: @Hyken.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

ShepHyken

SEPTEMBER 29, 2022

We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. Communication is one reason that their vision is coming to life. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service Training 125

Customer Service Training Training Video Customer Experience 125

ShepHyken

DECEMBER 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. Why Customer Experience Has Never Been More Vital by Samantha Paxson. My Comment: More trends for 2019, this time with a focus on how technology is impacting customer service. Is your company that good?).

Customer Service 77

Customer Service Trends Customer Care Case Study 77

ShepHyken

NOVEMBER 2, 2022

If every time you contact the customer, be it in person, over the phone, by email, texting, or any other form of communication, and all you do is sell, sell, sell, the customer will tune you out. If you are showing interest in customers outside of their wallets, you’re nurturing relationships. Follow on Twitter: @Hyken.

Customer Service Training 127

Customer Service Training Customer Retention Customers Sales 127

ShepHyken

JULY 9, 2018

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Terrible, Horrible, No Good, Very Bad Customer Experience by Deb Miller. My Comment: Want to deliver bad customer service? Want to deliver good customer service?

Poor Customer Service 84

Poor Customer Service Customer Service Infographics Travel 84

ShepHyken

JUNE 29, 2022

Occasionally, you have opportunities to do so, but if your typical experience includes a little something extra, like a phone call to check on a customer, you move beyond just being good. Our customer service research found that the top reason customers are most likely to come back is because employees are helpful and friendly. .

Customer Service Training 127

Customer Service Training Retail Training Examples 127

ShepHyken

MAY 18, 2022

Sometimes a customer asks a question, and then either doesn’t understand or like the answer. And sometimes, it’s more than just a misunderstanding or a breakdown in communication. The lesson is simple and reminds me of what I share in our customer service workshops: “No question is a dumb question.” It’s okay.?And

Customer Service Training 120

Customer Service Training Training Customer Service Communication 120

ShepHyken

JANUARY 11, 2023

Mitel provides a sophisticated, custom communications network that helps businesses connect, collaborate and take care of customers. The big takeaway is that the employee experience is a big contributor to the customer experience. Do we invest in technology and processes that make it easy for employees? .

Employee Experience 127

Employee Experience Customer Experience Self Service Call Center Experience 127