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

ShepHyken

APRIL 28, 2021

This is why some companies get a bad rap! This is a great customer service training lesson. So, he calls the dealership’s customer service number, which was actually a support center for all of that brand’s dealerships in the U.S. He bought a new car. maybe even the world. Follow on Twitter: @Hyken.

Transportation 174

Transportation Customer Service Training Exercises Training 174

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 82

Self Service Customer Service Customer Service Training Customer Care 82

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. Testing the strategy on preselected customers.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

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

JANUARY 28, 2024

Tricia Cleppe-Fortier explores Disney’s desire paths, and how they can be adopted to enhance the customer journey and experience. My Comment: I love learning from iconic companies, and this week, we start our Top Five roundup with one of the most customer/guest-focused companies on the planet, Disney.

Customer Service 66

Customer Service Customer Journeys Trends Study 66

ShepHyken

OCTOBER 28, 2020

If a company can have a CEO, a CFO, a COO, a CXO, why not a CLO? For the real estate company, we came up with some of the immediate responsibilities. I’m sure there will be more, and different companies in different industries will have different responsibilities. They asked me if there was a title for that position.

Culture 152

Culture Social Media Customer Service Training Customers 152

ShepHyken

SEPTEMBER 16, 2020

It’s the same for certain aspects of customer service. First, the department that is often referred to as “customer service” should not be viewed as a cost center. Done right, it is what makes your company profitable. The post How Much Does It Cost to Give Great Customer Service?

Customer Service 167

Customer Service Customer Service Training Training Customer Service Representative 167

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 117

Social Media Customer Service Trends Tips 117

ShepHyken

MAY 5, 2021

In the customer service world, people have expectations. If it doesn’t, they expect the company to stand behind its products and services. The effort a customer makes to get the problem resolved – hopefully, it’s minimal effort – is ideally rewarded with an acceptable and expected resolution. Consider that number.

Customer Service Training 153

Customer Service Training Customer Service Customer Experience Training 153

Comm100

MAY 10, 2018

What businesses are increasingly realizing, however, is that despite their bad rap, complaining customers are a lot more than just a stitch in your side – they are something that every company can and should learn from. Complaining Customers Care. Customers may not bother to complain for many reasons.

Customers 200

Customers eBook Policies Customer Service Training 200

Vonage

JANUARY 24, 2017

I am amazed at the effort companies put into building service brands on the outside, yet how fragmented they can be on the inside when it comes to customer service excellence. He was already brand-loyal – this was his fourth computer in a row from the same company. KP contacted the company again.

Customer Service 133

Customer Service Advertising Contact Center Culture 133

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 98

Social Media Customer Service Customer Care Insurance 98

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty.

Strategy 225

Strategy Customer Experience How To Effort Score 225

ShepHyken

FEBRUARY 12, 2024

My Comment: It has never been easier to personalize an experience for your customers. In the past, personalization was about grouping customers into groups. Typically, a company or brand would have four to six groups. Jenkins (Social Media Examiner) Want to deliver extraordinary customer care that leads to client retention?

Self Service 66

Self Service Customer Service Social Media Ecommerce 66

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

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 178

Customer Service Representative Banking Social Media Customer Service Training 178

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 70

Customer Service Hospitality e-support eBook 70

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

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

OCTOBER 23, 2023

When customers know you care, you create an emotional connection that fosters trust and loyalty. The Future of Customer Loyalty by Rajesh Midha (Fast Company) Customer loyalty is evolving. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 63

Customer Service Contact Center Loyalty Tips 63

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

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

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

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. My Comment: Trust is a big part of the customer experience.

Customer Service 99

Customer Service Social Media Chatbots Trends 99

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

Who's Your Gladys?

JUNE 9, 2015

We came across this service-savvy company when their customer care manager Nykki Yeager volunteered her team of service reps to help evaluate our upcoming “Taming Gladys! Creating Fierce Customer Loyalty in Just 12 Weeks” book and coaching program.

Customer Care 100

Customer Care Loyalty Customers Management 100

Comm100

APRIL 16, 2018

“The golden rule” is advocated whereby each customer is to be treated as an interesting and dignified person. According to Lessons from the Mouse, when customer care agents develop this mindset, they take on every interaction as a chance to share with an interesting person, and as a result, the customer experience is improved.

Effort Score 103

Effort Score Self Service Exceptional Customer Service Customer Satisfaction 103

ShepHyken

JUNE 4, 2021

He discusses why first call resolution is important and what companies can do to resolve their customers’ queries in the first call. The authenticity of an organization very much depends on the quality of the customer support that it provides. Customer agent training. It helps them maintain an organized manner.

First Call Resolution 80

First Call Resolution System Self Service Management 80

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

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

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 96

Customer Service Airlines Chatbots Resources 96

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 61

Customer Service Retail Ecommerce Trends 61

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

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 87

Customer Service Self Service Customer Centricity Video 87

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 128

Customer Service Training Meeting Customer Experience Training 128