ShepHyken

SEPTEMBER 11, 2017

A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of? A perfect way to open a discussion about some very important customer service topics. Then look no further than the TV in front of you!

Self Service 81

Self Service Customer Service Customer Service Training Customer Care 81

ShepHyken

OCTOBER 17, 2018

There is a lot we can learn from great companies, big and small. Many books have been written about companies like Disney, Nordstrom, Ritz-Carlton and Apple. And, once we learn how they do it, the key is making it work for our companies. This is why their customers are in love with the company.

How To 121

How To Social Media Customer Care Brands 121

ShepHyken

JULY 22, 2019

(Smart Customer Service) The quickly evolving social media landscape has forced companies to work harder to maintain a positive customer experience, as 83 percent of people have higher digital customer service expectations than they did last year. Follow on Twitter: @Hyken.

Social Media 116

Social Media Customer Service Trends Tips 116

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. Customer experience objectives.

Strategy 291

Strategy Customer Experience How To Customer Journeys 291

ShepHyken

JANUARY 28, 2019

Josh Linkner) Having studied high-performing cultures for over two decades, as well as building five companies of my own, I’ve discovered the 14 core beliefs of the highest performing teams. The 14 “rules” are actually some pretty darn good tips for delivering a better customer experience. (They are trying!).

Social Media 97

Social Media Customer Service Customer Care Insurance 97

ShepHyken

NOVEMBER 8, 2017

It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? based customer support rep.

Customer Service 183

Customer Service Customer Experience Wait Times Policies 183

ShepHyken

JANUARY 2, 2019

He was able to get some samples from the pharmaceutical company. When your system works, and you have competent people who make good customer-focused decisions, everybody is happy. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. What did Neil do?

Customer Service 131

Customer Service Insurance System Customer Focused 131

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 177

Customer Service Representative Banking Social Media Customer Service Training 177

ShepHyken

JULY 3, 2019

Just last week I wrote about the concept of predictive customer support. Now, we take a slightly different angle with the concept of proactive customer support. The company reaches out to the customer before the customer has a chance to reach out to the company. The concept is simple.

Customer Service Training 133

Customer Service Training Customers Examples Training 133

ShepHyken

DECEMBER 5, 2022

Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken. What’s happening on the inside of the company is felt on the outside by the customer.

Customer Service 69

Customer Service Hospitality e-support eBook 69

ShepHyken

MARCH 26, 2018

You’ll love this story about how a member of the airline’s social media customer care team took care of a passenger during her flight. . How Chewy Built a $3 Billion Business Based on Customer Experience by Mike DuPuy. 10 Innovative Ways to Excite Your Customers by Deep Patel.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

ShepHyken

JULY 25, 2018

Customer service and customer experience (CX) have become as hot of topics as any in business. Owners of small businesses and leaders of the largest companies recognize the importance of CX. It’s become a customer expectation. Don’t deliver on the CX and the customer will find someone – or some company – that does.

Employee Experience 91

Employee Experience Customer Experience Exercises Customer Service Training 91

ShepHyken

DECEMBER 11, 2019

Here are the first ten of twenty ideas as to how you can up your customer service game in 2020. Too often companies focus all their efforts on acquiring new customers instead of keeping existing customers. Don’t forget about your “sold” customers—stay in touch on a (somewhat) regular basis. Stay in touch.

Customer Service 118

Customer Service Customer Experience Fashion Video 118

ShepHyken

MAY 28, 2018

For the record, contacting brands on social media only to be passed off to someone else is not social customer service. My Comment: Social Media Customer Service (Also known as Social Customer Care) continues to grow in popularity. This is a “miss” for most companies.).

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

ShepHyken

NOVEMBER 21, 2018

Customer loyalty… This is what companies strive for, to create loyal customers. Some companies have earned a reputation that keeps bringing their customers back, again and again. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Loyalty 130

Loyalty Customer Service Training Customers Tips 130

ShepHyken

APRIL 1, 2019

A nice article featuring some of the most relevant trends and strategies happening in social customer care. How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report by Sarah Patterson.

Customer Service 99

Customer Service Social Media Chatbots Trends 99

ShepHyken

MAY 25, 2016

I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience. For information contact or www.hyken.com.

Exercises 90

Exercises Customer Care Customer Service Training Customers 90

ShepHyken

OCTOBER 2, 2019

I’m always impressed when people and companies stand behind their product. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Customer Service Training 127

Customer Service Training Meeting Customer Experience Training 127

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

ShepHyken

SEPTEMBER 4, 2017

One of the big takeaways is that the leaders close the loop on feedback within 48 hours, which according to CustomerGauge, leads to a 12% increase in customer retention. 10 Insights from Customer Care Experts & Influencers by CGS. Why Visual Support is the Future of Customer Service by Robert C.

Customer Service 63

Customer Service Net Promoter Score Self Service NPS 63

ShepHyken

FEBRUARY 19, 2018

Top 5 Tips to Improve Social Customer Service by Kristina Knight. BizReport) While most companies are on-board in improving social network-based customer service, many continue to approach social customer service in a not fulfilling way. Here are five tips to improve social customer service.

Self Service 81

Self Service Customer Service Social Media Customer Service Training 81

ShepHyken

DECEMBER 20, 2018

Since customer service has become a center of attention for most companies “That’s not my department” is being heard less and less. That said, there are still plenty of other phrases and words we, as customers, hate to hear. Treat Your Current Customers Better than Your New Customers.

Video 121

Video Customer Service Customer Experience Customer Service Training 121

ShepHyken

NOVEMBER 19, 2018

Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! Many of the customer service mistakes mentioned in this article aren’t “rookie mistakes.” by Deeksha Dadu.

Customer Service 86

Customer Service Self Service Customer Centricity Video 86

ShepHyken

MAY 29, 2017

How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. Great service starts on the inside with employees being treated the way a customer should be treated. by Nicolas Maechler.

Customer Service 95

Customer Service Airlines Chatbots Resources 95

ShepHyken

FEBRUARY 22, 2017

Just imagine if you were the Director of Sales for a private jet company. Jordan Zabel deals with high-end customers who expect high-end customer service because he is the Director of Sales for Jet Linx , a private jet company that offers their services to corporate and private members.

Sales 90

Sales Hotels Customer Service Training Loyalty 90

ShepHyken

MARCH 20, 2017

As brands compete in an increasingly demanding field, here are 3 tips for deploying smartphones in the battle for customers. My Comment: One of the more powerful customer loyalty strategies a company (any company, not just retailers) can have is to be able to market to and add value to the customer through their mobile number.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

JUNE 20, 2018

If you ask most business people to name a company that is known for being a disrupter, you’ll hear answers like Amazon, Uber and Walmart. While the companies just mentioned are household names, you don’t have to be a big company to disrupt. You can be a tiny company. Uber disrupted the taxi-cab industry.

Customer Service 97

Customer Service Social Media Chatbots Customer Relationship Management 97

ShepHyken

FEBRUARY 18, 2019

Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. Retail Customer Experience) With nearly 3.8 It has several excellent examples of how companies (retailers) are taking advantage of in-store customer experiences and separating themselves from online competition. What is CX?

Customer Service 60

Customer Service Retail Ecommerce Trends 60

ShepHyken

NOVEMBER 14, 2018

Identify touchpoints: First, start with mapping out every touchpoint your customer has with any aspect of your company. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. It’s simple, but that doesn’t mean it’s easy. It’s where you want to start.

How To 116

How To Touchpoint Customer Service Training Video 116

ShepHyken

AUGUST 7, 2017

It is a way to gain insight from customers and an advantage over your competition. Ignite My Company) Although chatbots have been around for a while, within the past year there’s been a surge in interest and usage. There have been more and more companies offering bot building services, website integrations, and developer tools.

Customer Service 58

Customer Service Social Media Chatbots Ecommerce 58

ShepHyken

MARCH 14, 2018

Since customer service has become a center of attention for most companies (even though some still don’t get it right), “That’s not my department” is being heard less and less. That said, there are still plenty of other phrases and words we, as customers, hate to hear. This has happened to many, if not all of us.

Wait Times 109

Wait Times Customer Service Training Customers Customer Service 109

ShepHyken

MAY 10, 2017

In business, we should be careful of the superlatives we use. If a company promises the lowest prices anywhere and I find it for a lower price elsewhere, they have broken their promise. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. One is a friend’s opinion.

Hotels 102

Hotels Customer Service Training Course Training 102

ShepHyken

APRIL 2, 2018

Sales & Happy People, Guaranteed: Customer Support That Works by Lightricks. Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. Do you want happier customers?

Self Service 54

Self Service Customer Service Hospitality Survey 54

ShepHyken

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. Companies Offering Convenience Are Taking Over The World by Shep Hyken. Three Revenue-Generating Rules for Creating a Client-Centric Culture of Service by Carrie Hansen. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

ShepHyken

JULY 4, 2018

Zappos is the online retailer that makes it easy to connect with a customer service rep. They know customers will have questions, and even though they are an online company that sells off their website, they make it super-easy to connect with a human. So, how does a company strike a balance between digital and human?

Chatbots 97

Chatbots Video Customer Service Training Retail 97

ShepHyken

MAY 9, 2018

The other day a buddy shared an experience he had with a company that sold him mulch for his yard. Dropping the mulch off in the backyard is considered white-glove service. Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author.

Hotels 88

Hotels Customer Service Training Training Customer Service 88

ShepHyken

MAY 17, 2017

I recently had the good fortune to meet Frankie Saucier , the former director of social media customer service (also known as social care) for a major cable company. When the cable goes out, upset customers call, email, tweet, post on Facebook, etc. her cable company for two reasons.

Customer Service 99

Customer Service Social Media Customer Service Training Customers 99