ShepHyken

SEPTEMBER 15, 2021

How would – or should – your employees act toward the customer and each other? What would your company or business look like if it were that good? . My customers would never have to wait on hold. . Our service would be impeccable. . If you think about these answers, they are exactly what customers expect anyway.

Hotels 167

Hotels Customer Service Training Retail Financial 167

ShepHyken

MAY 27, 2020

I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with. For information, contact 314-692-2200 or www.hyken.com.

Video 128

Video Customer Service Training Training Customer Service 128

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. 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. Jeff is truly obsessed with customer service.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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. Redesign current processes and services.

Strategy 291

Strategy Customer Experience How To Customer Journeys 291

ShepHyken

SEPTEMBER 1, 2021

They no longer compare us only to our direct competitors, but instead, to the best service they have received from any company, large or small, global or local. These companies are setting the bar higher. They are forcing everyone in business to up their game, and that’s great for us as customers. .

B2B 142

B2B Comparison Healthcare Customer Service Training 142

ShepHyken

MAY 10, 2021

Why Empathy is Core to Closing the Customer Experience Gap by Mark Zablan. Fast Company) As the adoption of digital channels skyrockets, the businesses able to thrive are the ones that understand their customers’ needs and struggles. Customer expectations have changed (as in increased). Follow on Twitter: @Hyken.

Customer Service 153

Customer Service Net Promoter Score Self Service Knowledge Base 153

ShepHyken

OCTOBER 25, 2021

(No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. My Comment: How do customers prefer to reach out to you for help and support? Many companies are trying to move the initial contact to chatbots. But will that perception shift? billion market of 2018.

Customer Service 144

Customer Service Loyalty Programs Chatbots Loyalty 144

ShepHyken

MARCH 2, 2020

Most companies are concerned about the rising cost of acquisition – not just hotels. The cost of acquiring a new customer is higher than keeping customers that have bought in the past. More than ever, it’s important to not just get new customers, but keep the customers you have. Lots to learn here.

Customer Service 105

Customer Service Hospitality Hotels Loyalty 105

ShepHyken

FEBRUARY 8, 2021

Love (in the metaphorical sense) and appreciate your customers year-round. Key 2020 holiday shopping takeaways: It’s imperative to adapt as customer expectations evolve by Tara Bartley and Ashitha Bhanu. Next generation is the new generation in customer experience by Carlos Lopez-Abadia. It’s the same in business.

Customer Service 95

Customer Service Self Service B2B Retail 95

ShepHyken

JUNE 19, 2019

Our customers have learned what it’s like to have a friction-free, no-hassle, convenient experience. They love doing business with the companies that make it easy. If it’s easy to switch companies, they are quick to switch when the experience is less than convenient. Making a customer repeat their story is a waste of time.

Self Service 131

Self Service Customer Service Conference Customer Service Training 131

ShepHyken

SEPTEMBER 20, 2017

National Customer Service Week is coming up the first week in October. This is a time to appreciate employees for doing a great job taking care of customers. There are many ways companies are celebrating. And, of course, there is showing some love and appreciation to your customers. I’ve preached this before.

Customer Service 106

Customer Service Customer Expectations Training Customer Service Training 106

ShepHyken

AUGUST 26, 2019

37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. Super Office) Customer experience has fast become a top priority for businesses and 2019 will be no different. But, why are so many companies focusing on the customer experience and what happens to companies that choose to ignore it?

Customer Service 106

Customer Service Advertising Strategy Customer Service Training 106

ShepHyken

FEBRUARY 19, 2023

The gold in the article is his simple three-step approach to building a customer-focused culture. The Six Degrees of Customer Experience by Computerworld (Computerworld) How do you create an outstanding customer experience? It’s no easy task, as customers’ wants and needs move quickly.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

AUGUST 1, 2022

Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. These people are the brand ambassadors who get customers to buy more and say, “ I’ll be back.”. Want to “deliver delight” to your customers?

Customer Service 69

Customer Service B2C B2B Guest Experience 69

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. People need to know they can count on your product, not just your customer support department. How do they do it?

Loyalty 130

Loyalty Customer Service Training Customers Tips 130

ShepHyken

JUNE 17, 2018

This is a good list of what companies do to stand in the way of their customers having an amazing experience. I can sum it up by asking, “What friction do your processes and methods cause your customers?” It’s simple: You don’t just create a customer experience that’s better. You create one that’s different.

Customer Service 83

Customer Service Airlines Tips Retail 83

ShepHyken

APRIL 4, 2018

Let them go head-to-head with customer service and experience expectations based on the existing industry standards. What company do you think has the very best customer service? Let me give you this message in a short, 11-word sentence: The best customer service sets the bar for all customer service.

Advertising 97

Advertising Customer Service Training Customer Expectations Industry 97

ShepHyken

SEPTEMBER 21, 2020

My Comment: This is an excellent list of five ways to get your customers to come back. I’ve seen companies who want to diversify make the mistake of moving too quickly into a new industry before “perfecting” the one they are in. 5 Experiences That Define Strong Customer Service by Wise Marketer Staff. (The

Customer Service 94

Customer Service Employee Experience Touchpoint Customer Centricity 94

ShepHyken

MAY 17, 2021

My Comment: For our readers who are focused on online customers, this is a great article for you. It’s difficult to create a connection when the primary mode of communication between the company and the customer is digital. My Comment: Our customers have changed during the pandemic. Guess what?

Customer Service 79

Customer Service Customer Retention Tips Brands 79

ShepHyken

SEPTEMBER 5, 2022

4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answered and their goals accomplished.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

ShepHyken

JANUARY 14, 2019

Ten top tips for building a customer-driven company in 2019 by cp2experience. cp2experience) I have framed all my top tips around the benefits to customers (and employees) and identified how technology can support the delivery of an enhanced, competitively distinct customer experience. Follow on Twitter: @Hyken.

Customer Journeys 93

Customer Journeys Customer Service Sports eBook 93

ShepHyken

OCTOBER 11, 2021

4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. Here are the four best ways to make sure your customer service is top-notch in 2021. Same for CX.

Customer Service 72

Customer Service Hospitality Rewards Programs Self Service 72

ShepHyken

AUGUST 19, 2019

9 Customer Service Mistakes You Need to Stop Making by Kinga Odziemek. (G2 G2 Crowd) Providing great customer service is not a choice or luxury; it’s a standard your customers expect. Well, here are nine “how to not’s” to consider in your customer service strategy.

Customer Service 117

Customer Service Leadership Ecommerce Culture 117

ShepHyken

JANUARY 17, 2022

This time it’s from my friend and fellow customer service expert, John DiJulius. John shares six important ways to create a company focused on customer service. 7 Effective Ways to Improve Your Customer Experience Strategy by Vineet Gupta. Employee roulette is a problem most organizations have.

Customer Journeys 67

Customer Journeys Customer Service Retail Touchpoint 67

ShepHyken

APRIL 25, 2022

Now, as customers start to engage with brands more holistically again, interacting both in-person and virtually, organizations across all sectors need to ensure they are able to meet customer expectations at every touch-point to retain their customers. Follow on Twitter: @Hyken.

Customer Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. Just as significant, 96% of customers say customer service is important in their choice of loyalty to a brand.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

FEBRUARY 21, 2022

Are Lifelike Digital Humans the Future of Customer Experience? TechCrunch) Soul Machines, a New Zealand-based company that uses CGI, AI and natural language processing to create lifelike digital people who can interact with humans in real time, has raised $70 million in a Series B1 round, bringing its total funding to $135 million.

Customer Service 69

Customer Service Customer Retention Customer Satisfaction Social Media 69

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. So, the new question isn’t about customers. It’s what drives our business.

Employee Experience 91

Employee Experience Customer Experience Exercises Customer Service Training 91

ShepHyken

MARCH 25, 2019

My Comment: A company that is known for its amazing customer service has it baked into its culture. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values. My Comment: I’m a big believer in the concept of a convenient and simple customer experience. (I

Customer Service 107

Customer Service Competitive Advantage Trends Culture 107

ShepHyken

NOVEMBER 8, 2021

The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? destinationCRM) In a provocative Harvard Business Review article, researchers from the Corporate Executive Board (CEB) argued in 2010 that companies should Stop Trying to Delight Your Customers, because “wowing” customers was a losing strategy.

Customer Service 89

Customer Service Retail Interaction Hospitality 89

ShepHyken

FEBRUARY 25, 2019

(CeoWorld Magazine) Brand Keys 24 th annual Customer Loyalty Engagement Index ® (CLEI), conducted by the New York-based brand engagement and customer loyalty research consultancy has definitively identified “loyalty” as a profit-generator for brands that know how to create it and market it. It drives repeat business and loyalty.

Customer Service 87

Customer Service Guest Experience B2B B2C 87

ShepHyken

JUNE 27, 2018

The quality of the product or service must be consistent. Whatever the company sells must meet the expectations of the customer, every time. It doesn’t matter how good your customer service is, if the product doesn’t do what it’s supposed to do, the customer will find another company that better meets their needs.

Customer Service 87

Customer Service Chatbots Loyalty Customer Service Training 87

ShepHyken

NOVEMBER 22, 2021

If the leadership isn’t getting out of their offices and communicating directly with customers, they are missing the opportunity to hear from one of their best assets, their customers. The Secret to a Superb Customer Service Team? Hiring Actual Customers by Gabrielle Bienasz. Follow on Twitter: @Hyken.

Customer Service 83

Customer Service Retail Competitive Advantage Tips 83

ShepHyken

AUGUST 20, 2018

My Comment: This is how customer service should always be. T-Mobile is becoming a role model for customer service. Check out this quote from their CEO, John Legere: “The first thing I did when I became CEO of this company is I spent every night sitting at home listening to both sides of customer service calls.

Customer Service 69

Customer Service B2B B2C Innovation 69

ShepHyken

JANUARY 3, 2018

With that in mind, I’d like to share five customer service tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year. The customer expects more than ever. They compare you to any company they like doing business with.

Customer Service 110

Customer Service Self Service Tips Social Media 110

ShepHyken

FEBRUARY 26, 2023

8 Ways to Enhance Your Call Center Customer Experience by Eric Sims (CustomerThink) In today’s business landscape, providing an exceptional customer experience is essential to the success of any company. A company’s call center is often the primary point of contact between customers and the organization.

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

ShepHyken

APRIL 24, 2017

(The Huffington Post) Practical lessons any business could learn from the way big and successful companies have nurtured and retained their customer base by inspiring loyalty. My Comment: Want to learn from some of the masters of customer service? Great information that any company can profit from.

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69