ShepHyken

JANUARY 4, 2017

One of the most important ways to improve customer service is to make sure that everyone in an organization (company) is in alignment with the customer service and/or experience vision. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

Customer Journeys 97

Customer Journeys Customer Focused Culture Touchpoint 97

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 Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.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

MARCH 10, 2024

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.

Self Service 78

Self Service Customer Service Airlines Touchpoint 78

Kayako

NOVEMBER 21, 2018

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. The brands mentioned above aren’t just shaping the customer service experience for their customers. The solution?

Culture 120

Culture Banking How To Customer Service 120

CloudCherry

AUGUST 22, 2019

From Amazon to Uber, to the travel convenience of a guitar that folds in half (no, we’re not joking), companies and products that are truly making a mark know that convenience is king. As he says, “The company that can add convenience to already good customer service has an opportunity to disrupt their competition- maybe even an industry.”

Travel 240

Travel Customer Service Training Culture Loyalty 240

ShepHyken

OCTOBER 26, 2022

It describes the role an employee has when interacting with a customer. In that moment, one person in the company represents everything about the company. When people walk away from doing business with a company, they will often say things like, “I enjoy doing business with them ,” or, “ They are so helpful.” .

Training 118

Training Customer Service Training Culture Brands 118

ShepHyken

MARCH 11, 2020

Every company wants to have good employees. The smartest person in the world may not end up being a good cultural fit for a company. Every company has a personality, and the people they hire must possess the right skills, character and behaviors to fit in. The best customer-focused companies are also employee-focused.

Employee Experience 135

Employee Experience Culture Video Customer Service Training 135

ShepHyken

OCTOBER 28, 2020

It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers. If you truly love your people, love your customers and love what you do, it shows. Some still are.

Culture 153

Culture Social Media Customer Service Training Customers 153

ShepHyken

MAY 19, 2021

It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. By the way, this is the same exercise we teach in our customer service training programs. Is there something that happens at every meeting to engage the team and align them with what is important to your company?

Meeting 141

Meeting Customer Service Exercises Customer Service Training 141

ShepHyken

AUGUST 7, 2019

Tony Hsieh is the CEO of the online shoe and clothing company, Zappos. The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends. Customer service is not the first priority.

Customer Service 131

Customer Service Culture Customer Service Training Leadership 131

CloudCherry

AUGUST 22, 2019

From Amazon to Uber, to the travel convenience of a guitar that folds in half (no, we’re not joking), companies and products that are truly making a mark know that convenience is king. As he says, “The company that can add convenience to already good customer service has an opportunity to disrupt their competition- maybe even an industry.”

Travel 150

Travel Customer Service Training Culture Loyalty 150

TechSee

JUNE 16, 2022

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. Customer Management Practice is the analyst, advisor and industry network that helps companies turn customers into raving fans.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

JUNE 7, 2021

The Secret Ingredients of a CX-Led Company Culture by Steven van Belleghem. CMO from IDG) Customer experience simply does not live in a void controlled by the marketing teams. Here, he shares an article focused on culture. Being Customer-centric Starts With A Top-Notch Employee Experiencestanley by Stanley Huang.

Customer Service 134

Customer Service Loyalty Programs Customer Journeys Customer Centricity 134

ShepHyken

JULY 27, 2022

Some companies conduct exit interviews for employees who have chosen to move on. Sometimes it’s not that our company isn’t a good place to work, but someone has offered an even better place to work. The culture aligns with the employee’s values – and everyone seems to be in alignment with the culture.

Culture 67

Culture Employee Experience Customer Service Training Training 67

ShepHyken

JUNE 8, 2016

Customer Service Culture. There are a number of reasons that companies fail at customer service. So while there are many, here are five common reasons that companies fail at customer service: There’s no clear definition of what customer service looks like in the organization.

Customer Service 48

Customer Service Company Culture Customer Service Training 48

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. Think about a memorable experience you’ve had with a company. Why does it stand out?

Customer Service 146

Customer Service Social Media Report Culture 146

ShepHyken

DECEMBER 17, 2023

Culture Clash: Why Customer Experience Improvements Fail by John Aves (MyCustomer.com) To successfully change your CX, you must create the right culture and climate to effect the change. I’ve stressed in all of my customer service speeches , that a customer-focused culture starts at the top with the CEO.

Customer Service 60

Customer Service Customer Centricity Loyalty Programs Culture 60

ShepHyken

DECEMBER 1, 2021

So, how can you keep good employees, and keep them not only engaged with their jobs but also engaged with their customers? They also work for the company and the customer. They want to know they are contributing to their team and their company in a positive way. The best employees don’t just work for a paycheck.

Healthcare 126

Healthcare Customer Service Training Feedback Leadership 126

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. With an entrepreneurial background, Adam has seen firsthand the impact of CX on companies of all sizes. Adrian Swinscoe . Annette Franz . Bill Quiseng .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

MARCH 11, 2020

Every company wants to have good employees. The smartest person in the world may not end up being a good cultural fit for a company. Every company has a personality, and the people they hire must possess the right skills, character and behaviors to fit in. The best customer-focused companies are also employee-focused.

Employee Experience 62

Employee Experience Culture Video Customer Service Training 62

ShepHyken

FEBRUARY 7, 2023

If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers. When good people leave, it can negatively impact the morale of other employees, and when people aren’t happy working for a company, the customers can sense it.

Customer Service Training 123

Customer Service Training Training Employee Experience Company 123

ShepHyken

MARCH 20, 2019

He fosters open dialogue that creates a positive culture for his company. That’s the underlying lesson here – company culture. By nurturing that open workplace communication and positive company culture, Todd sets up his business for success. For information, contact 314-692-2200 or www.hyken.com.

Communication 111

Communication Culture Policies Customer Service Training 111

ShepHyken

DECEMBER 14, 2022

Faced with the pandemic, supply chain issues, employment problems, and a challenging economy, companies have had to tighten up, watch every penny and become cautious almost to the point of being so scared they struggle to make a decision for fear of making a mistake they can’t afford to make. When employees do it right, compliment them.

Customer Service Training 75

Customer Service Training Culture Training Customer Service 75

ShepHyken

MARCH 7, 2018

And that made me think about a receptionist at a company. Many times, this is considered a lower-paying position too, yet the receptionist is often the first person the company’s most important customers talk with first. The receptionist plays a critical role for the company. Follow on Twitter: @Hyken.

Customer Service Representative 179

Customer Service Representative Banking Social Media Customer Service Training 179

ShepHyken

DECEMBER 28, 2016

My first response was that yes, this does happen, and then there’s a realization that the company has to get back to focusing on the customer, playing catch up to replacing defecting customers and making up for lower sales as a result. So how does a company prevent this from happening? Training is also essential.

Culture 90

Culture Leadership Customer Focused Customer Service Training 90

ShepHyken

FEBRUARY 19, 2023

Jeff Toister’s Top Tips for Crafting a Successful Customer Culture by Melanie Mingas (CX Network) CX author and keynote speaker Jeff Toister offers his advice for customer experience managers looking to create a winning customer culture. It’s no easy task, as customers’ wants and needs move quickly.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

SEPTEMBER 28, 2020

CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. MarketingWeek) At our exclusive roundtable featuring members of 2020’s CX50, the consensus was that taking care of employees has helped take care of customers in this time of crisis. What are CX leaders now focused on?

Customer Service 76

Customer Service Culture Poor Customer Service Contact Center 76

ShepHyken

APRIL 1, 2020

Unfortunately, if my boss talked that way to most of the other employees I worked with, they would be scared to death to go out on the drive and help a customer. Quite often, if a company is considered a customer service laggard, it is because of its leadership and management. Follow on Twitter: @Hyken.

Self Service 117

Self Service Customer Service Leadership Customer Focused 117

ShepHyken

FEBRUARY 6, 2019

I’m honored to be the keynote speaker later this year at Office Pride , a franchisor of commercial cleaning service companies. My job is to talk to them about customer service. As part of my homework, Todd Hopkins, their CEO, shared the Office Pride Culture book. Is this the culture that you want to be a part of?

Culture 112

Culture Exercises Customer Service Training Brand Values 112

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Related: How to Improve Customer Service Training with Simple Metrics.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

DECEMBER 26, 2018

This quote makes me think about the different reasons behind why a customer chooses to do business with a company. Those companies that get customers because of low price will lose those customers when someone else has a lower price. The loyalty to the company is because of price, not the company.

Culture 134

Culture Policies Customer Service Training Customers 134

ShepHyken

SEPTEMBER 14, 2016

If you’ve been following me for longer than a year, then you know that Customer Service Week is the first full week of October, and this year its October 3-7. So, as we approach this year’s customer focused holiday, I want you to consider working through an exercise that will help you create a better customer service experience.

Company 48

Company Exercises Customer Focused Customer Service Training 48

ShepHyken

JUNE 28, 2021

America’s Best Customer Service Companies by Newsweek. Newsweek) Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2021. Consider listing the companies/brands that closely resemble your organization.

Customer Service 143

Customer Service Government Customer Service Training Loyalty 143

ShepHyken

SEPTEMBER 29, 2022

And while the customers are experiencing the benefits of this company’s efforts, they don’t really care how it happens. They just want it to happen, and when it does, they want it to happen again and again – every time they do business with this company. It is in the form of repeat business and positive word-of-mouth. .

Customer Service Training 126

Customer Service Training Training Video Customer Experience 126

ShepHyken

APRIL 4, 2017

Jeff Toister Provides 3 Steps to Developing a Customer-Focused Culture. Nearly every company says that they want to have a customer-focused culture, but then why are so many companies lacking one? What are the steps that your company needs to take to be committed to becoming customer focused?

Handbook 76

Handbook Culture Customer Focused Customer Service 76

ShepHyken

APRIL 11, 2022

What happens when the discounts are so big that a company loses money? My Comment: When it comes to customer service, I believe everyone must be properly trained – not just the front-line/customer-facing employees. Furthermore, training isn’t something you did, it’s something you do. Or, do they?

Customer Service 65

Customer Service Employee Engagement Customer Service Training Loyalty Programs 65

ShepHyken

FEBRUARY 15, 2017

What does it mean to be a customer-centric company? If you Google the words customer centric (or centricity ), you will find many definitions from different sources that are all very similar. I actually prefer using the term customer-focused over customer-centric. The company listened and responded.

Customer Centricity 90

Customer Centricity Culture Customer Focused Customer Service Training 90