ShepHyken

MARCH 22, 2017

Congratulations to Squaremouth , who just won a Gold Stevie Award for Customer Service Department of the Year – for the fourth time! For those that don’t know, the Stevie is an international business award that recognizes top performing organizations in several categories including customer service.)

Customer Service 88

Customer Service Customer Confidence Insurance Travel 88

ShepHyken

MAY 4, 2018

This week we feature an article by Meyer Baron who writes about the essential stages of a winning customer experience. Smart companies promise a positive customer service experience, and they deliver. – Shep Hyken. Customer experience” means different things to different people. Who’s right?

Customer Experience 81

Customer Experience Advertising Sales System 81

ShepHyken

APRIL 18, 2023

For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. In other words, the ones that provide the best customer service and experience. Still, it is setting a high bar. So, free is not really free.

B2C 65

B2C B2B Customer Service Training Retail 65

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. Companies like Amazon raise the bar for everyone. Here are my top five picks from last week.

Customer Journeys 106

Customer Journeys Customer Service Employee Engagement Exercises 106

ShepHyken

APRIL 12, 2017

Once the customer service representative came on the call, Cindy briefly described the problem. What do you think happened when the new customer service rep came on? Shattered customer confidence. Even though our last customer service rep got the job done, the other two couldn’t.

Banking 99

Banking Customer Service Representative Customer Confidence Customer Service Training 99

ShepHyken

OCTOBER 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. Great Customer Experience Means Consistent Customer Service by Glenn Pasch.

Customer Service 89

Customer Service Automotive Tips Feedback 89

ShepHyken

OCTOBER 18, 2017

Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It can be the traditional customer service team who fields questions and complaints. The best customer support does several things.

Customer Service 161

Customer Service Metrics Interaction Customers 161

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

JUNE 24, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. My Comment: Here is a great testimonial to the combination of a great customer experience and product. Number three may also be.

Customer Service 115

Customer Service Poor Customer Service Tips Hotels 115

ShepHyken

MAY 7, 2018

Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. That’s why the online retailer now converses with its customers most frequently through text messages. Or are they?

Customer Service 79

Customer Service Policies Retail Case Study 79

ShepHyken

OCTOBER 10, 2018

The Pasta House Company is a local chain of Italian restaurants that have been around since 1974, since I was just a kid. He used the word guarantee to describe the results that I would experience. And then there are guarantees, promotions and contests that have “fine print” that is focused more on the company than the customer.

Customer Service Training 121

Customer Service Training Loyalty Company Training 121

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. I began thinking about and conceptualizing this training during a drive home from Arkansas where I had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club.

Customer Service 53

Customer Service How To Customer Service Training Training 53

Myra Golden

JULY 28, 2016

We created our customer experience eLearning portal to fully prepare frontline employees to deliver friendly, empathic and personable interactions over the phone, email and chat. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Call centers.

Training 40

Training Customer Service Customer Service Training Call Center 40

ShepHyken

OCTOBER 5, 2016

After a number of comments from our readers, I want to discuss how, when and where you can WOW your customers. I’ve always been concerned with a company that tells me that they want to consistently WOW their customers. Without that, there is no predictability, and that leads to a lack of confidence.

Hotels 133

Hotels Customer Service Training Leadership Customer Service 133

ShepHyken

JUNE 27, 2018

I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency. The entire experience must be consistent. So, let’s talk about the different ways an organization delivers a consistent experience.

Customer Service 89

Customer Service Chatbots Loyalty Customer Service Training 89

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. I began thinking about and conceptualizing this training during a drive home from Arkansas where I had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club.

Customer Service 40

Customer Service How To Customer Service Training Training 40

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

How To 40

How To Customer Service Training Video Training 40

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

How To 40

How To Customer Service Training Video Training 40

ShepHyken

SEPTEMBER 27, 2017

The guy just didn’t want to get them, when a customer needed them. You see, it doesn’t matter if it is an airport restaurant, a small kiosk or a full-service restaurant. There must be a similar experience across all locations, regardless of size or where it is. Now we move to an employee within a company.

Brands 86

Brands Customer Service Training Online Experience Groups 86

ShepHyken

MARCH 14, 2018

You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” 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.

Wait Times 111

Wait Times Customer Service Training Customers Customer Service 111

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. My Comment: Data and personalization ate HOT topics in marketing and customer experience. Some are exciting.

Net Promoter Score 82

Net Promoter Score Customer Service Self Service NPS 82

ShepHyken

FEBRUARY 14, 2018

What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. We already give great customer service. The point is that great customer service makes price less relevant. That’s all they want?

Exceptional Customer Service 92

Exceptional Customer Service Study Customer Service Training Customer Service 92

ShepHyken

APRIL 25, 2018

There are many great customer service stories that can serve as a template for how to handle a problem. I always fall back on my five-step service recovery process to handle all complaints and problems. That brings us to Sarah Wimer, one of our followers, who sent in a story about one of my favorite companies, Panera Bread.

Customer Confidence 64

Customer Confidence Customer Service Training Course Customer Service 64

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

ShepHyken

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Impulse service on steroids by Chip Bell. My Comment: Part of an amazing customer experience can be driven by technology.

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

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. He knew that it was just a mistake.

Exercises 90

Exercises Customer Care Customer Service Training Customers 90

ShepHyken

NOVEMBER 30, 2016

A good customer service experience is doing what you are supposed to do. Beyond satisfactory – and beyond good – is an exceptional customer service. His company, ClearSource provides customer support via phone, email, chat and social media for companies that want to outsource their customer service.

Exceptional Customer Service 48

Exceptional Customer Service Customer Satisfaction Customer Service Social Media 48

ShepHyken

JULY 13, 2016

Customer Experience. There is a big lesson here, and it’s very simple: Don’t lie to the customer. You lose credibility and trust with the customer. It can reflect poorly on your company’s reputation. Unless you own the company, it could cost you your job. We arrived on time, if not a few minutes early.

Customer Service Training 48

Customer Service Training Customers Training Customer Service 48

ShepHyken

JULY 19, 2017

He shared an excellent customer service example that can be summed up this way: Trust your customers and they will trust you. The quick version of the story is this: A farmer owns a fruit and vegetable stand where his customers pay on the honor system. He trusts his customers to do what’s right, and it pays off.

Conference 110

Conference Customer Service Training Customers System 110

ShepHyken

JANUARY 25, 2017

The Dollar Shave Club continues to impress me with their amazing customer service. I have used them as an example of how to create a membership experience , but now I want to focus on their ability to deliver amazing customer service. That’s what great customer-focused companies do!

Customer Service 48

Customer Service Customer Focused Customer Service Training Retail 48

ShepHyken

JANUARY 10, 2018

Sometimes, the most common-sense customer service tips are the most important. A while back, I was talking to my lawyer about the “client service” I experience from him and his firm. The speaker who spoke just before me happened to be their number-one client, who worked at a company in Washington, D.C.

Customer Service Training 47

Customer Service Training Tips Customer Service Customer Experience 47

Myra Golden

JULY 29, 2016

. We created our customer experience eLearning portal to fully prepare frontline employees to deliver friendly, empathic and personable interactions over the phone, email and chat. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Call centers.

Customer Service 53

Customer Service Training Course Customer Service Training 53

Myra Golden

JULY 29, 2016

. We created our customer experience eLearning portal to fully prepare frontline employees to deliver friendly, empathic and personable interactions over the phone, email and chat. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Call centers.

Customer Service 40

Customer Service Training Customer Service Training Course 40