Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The standard level of customer service at most modern companies is reactive. Image that you’re a manager at a hotel.

Leadership 68

Leadership Customer Service Hospitality Hotels 68

ShepHyken

SEPTEMBER 21, 2022

Just a few weeks ago, I wrote about how to create trust with customers. No doubt, a customer who trusts you is more likely to do business with you. A company that is trusted by customers is first trusted by employees. . Leadership must be approachable. You want employees to have a connection with leadership. .

Leadership 72

Leadership Feedback Customer Service Training Training 72

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

MARCH 31, 2021

If you’re not working directly with customers, one of the best ways to learn what’s really happening on the front line is to spend a shift with a customer support agent or go out for some sales calls. There you have it, three ways you can get to know your customers even better. Follow on Twitter: @Hyken.

Customer Service Training 152

Customer Service Training Feedback Groups Customers 152

ShepHyken

MARCH 9, 2022

Prove that spending $100 will make the company $200, and you just may capture the attention of a decision-maker in the C-suite. . Now there is a new way to approach leadership with an idea, which is to write a Fictional Press Release. . It’s only to be seen by the people inside a company. . The C-suite loves numbers.

Return on Investment 121

Return on Investment Software ROI Customer Service Training 121

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. Meet my friend, leadership expert Tim Durkin – he has an answer. Known: For almost a year my friend had been working for a company.

Healthcare 126

Healthcare Customer Service Training Feedback Leadership 126

ShepHyken

APRIL 14, 2021

Many companies think they have to compare themselves to their competition. If all you do is compare yourself to your competitors, you may be missing your best opportunities to create the best experience for your customers. Ask the team, “What companies, not including the competitors, do you like doing business with the most, and why?”

How To 143

How To Customer Service Training Leadership Meeting 143

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

NOVEMBER 27, 2019

By the term “successful,” I’m not just referring to presidents of countries or leaders of large companies. Accepting responsibility (and blame) for something that happened under your watch is also powerful leadership behavior. Instead, emulate the leadership behavior of Eisenhower and Truman. Follow on Twitter: @Hyken.

Leadership 147

Leadership Customer Service Training Trends Customer Service 147

ShepHyken

SEPTEMBER 13, 2021

Why B2B Customer Experience is Just as Vital for Growth as B2C by Gal Oron. Fast Company) If you’re running a B2B company, you should take note: delivering on similarly high standards of customer experience can reduce customer churn by up to 15%, according to research by McKinsey & Company.

Customer Service 150

Customer Service B2C B2B Customer Retention 150

ShepHyken

DECEMBER 9, 2020

While they may not be buying the product, the reviews help them buy into the company they work for. His question was, “Should they go to everyone in the company or just leadership? Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service Training 142

Customer Service Training Leadership Survey Customer Service 142

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

SEPTEMBER 22, 2021

We want to be amazing for our clients and teach them to be amazing for their customers, clients, guests, etc. . Principle Five: Culture starts at the top – Leaders not only define the culture, but also serve as the role models for the rest of the company. They must live their vision for how employees and customers are treated. .

Culture 108

Culture Customer Centricity Sports Customer Service Training 108

Blake Morgan

JANUARY 20, 2022

With an entrepreneurial background, Adam has seen firsthand the impact of CX on companies of all sizes. His blog, Customers That Stick, features interviews with top CX leaders and answers common customer-related questions. . His blog features tactical advice on customer service and the contact center. . Jay Baer

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

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

AUGUST 14, 2019

The Cardinal’s leadership team knew how the fans would react—negatively—but as tough as the decision was to make, it was the right one for the team. For instance, if the wrong person is in a customer-facing position and they don’t properly manage a customer’s experience, it could create problems. Yes, some decisions are tough.

Sports 128

Sports Effort Score Customer Focused Customer Service Training 128

ShepHyken

OCTOBER 21, 2020

My suggestion is to go beyond the competition and look at the best companies from any and every industry. Assemble your team, which includes leadership and several other members from various departments that include front line and behind-the-scenes responsibilities. Any company counts. This is a real opportunity to improve.

Exercises 153

Exercises B2C B2B Customer Service Training 153

ShepHyken

JUNE 12, 2019

But what does this have to do with customer service? They invited me to address the leadership team of the companies they’ve invested in about customer service and experience. I’m always impressed by how amazing customer service professionals can tolerate customers who are angry at them and the company.

Training 119

Training Customer Service Training Leadership Customer Service 119

ShepHyken

MAY 6, 2020

Then there was the gap between the service you want the customer to experience and the actual service they receive. Often when leadership is surveyed about how good they think their service and experience is, it differs—in a negative way—from what the customer is actually experiencing. So, what’s your gap ?

Customer Experience 127

Customer Experience Customer Expectations Customer Service Training Leadership 127

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

AUGUST 19, 2019

Email inquiries that had been redirected from a chat took an average response time of 20 hours – and some companies took more than two days! If live chat and chatbots are part of your customer service strategy, read this article. Creating Company Culture to Strengthen Customer Service Agent Support by Cassandra Vincent.

Customer Service 118

Customer Service Leadership Ecommerce Culture 118

ShepHyken

JUNE 14, 2021

As the author of this article calls it, there is a customer service gap, a disconnect. It’s the gap between what a company’s leadership perceives their customer service and experience to be versus what the customer perceives it to be. Follow on Twitter: @Hyken.

Customer Service 94

Customer Service Retail Loyalty Study 94

ShepHyken

MARCH 31, 2021

If you’re not working directly with customers, one of the best ways to learn what’s really happening on the front line is to spend a shift with a customer support agent or go out for some sales calls. There you have it, three ways you can get to know your customers even better. Follow on Twitter: @Hyken.

Customer Service Training 73

Customer Service Training Feedback Groups Customers 73

ShepHyken

AUGUST 2, 2021

Customer Experience Strategies to Annoy or Delight Your Customers by Phil Britt. CMSWire) Let’s be frank: no company goes out of its way to produce miserable customer experiences. Any strategy a company takes is one it believes will improve customer experience (CX). And yet, they happen.

Customer Service 92

Customer Service Hospitality Ecommerce Loyalty 92

ShepHyken

JANUARY 31, 2018

Now comes the third version of the gap, which is the difference between how good a company thinks their service is versus what their customers actually believe they receive. There are other studies that have similar findings, although not quite as severe as the numbers from Bain and Company. This one is obvious.

Customer Service 104

Customer Service Leadership Survey Customer Service Training 104

ShepHyken

SEPTEMBER 4, 2019

Decline: Without growth, you risk becoming irrelevant to your customers. Nelson feels that a mature business starts to decline when its leadership stops listening to their customers. The first is product—what the company sells. We’ll assume it is a good product that customers want to buy.

Entertainment 112

Entertainment Innovation Leadership Customer Service Training 112

ShepHyken

NOVEMBER 11, 2019

A customer just looking to pick up a carton of milk sees the layout as inconvenient. So, what ideas do we make in our businesses that are more profitable and inwardly focused versus customer focus? Why Is Identity So Important In Today’s Customer Experience? by Matt Seeley. Follow on Twitter: @Hyken.

Customer Service 89

Customer Service Customer Centricity Retail Leadership 89

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. Without leadership from the top, it is difficult to champion a clear path for improvements, set the tone, and role model new behaviors.

Customer Service 59

Customer Service Customer Centricity Loyalty Programs Culture 59

ShepHyken

AUGUST 29, 2018

Dodkins is the author of 136 Ideas for Rockstar Employee Engagement, and he knows a thing or two (or 136) about how employee morale and fulfillment impact the customer experience. Like rock stars connect with their audiences, leadership must connect with their employees. And, this isn’t just for the leadership.

Employee Engagement 95

Employee Engagement Leadership Customer Service Training Culture 95

ShepHyken

NOVEMBER 22, 2021

My comments here aren’t as much directed at all employees, which is what the tip implies, but really at leadership. 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.

Customer Service 84

Customer Service Retail Competitive Advantage Tips 84

ShepHyken

JANUARY 11, 2021

(Business2Community) Here we will discuss 6 such points that your business or brand can adopt to gain the trust of your customers and increase your client base online. The risk of companies moving in this direction is the loss of the human-to-human connection, which often leads to customers defecting and going to a competitor.

Social Media 93

Social Media Customer Service Guidelines Loyalty 93

ShepHyken

NOVEMBER 30, 2020

(CMSWire) With so much on the line for your customers, getting your leadership to buy in to CX strategies should be top of mind. My Comment: One of the common questions I’m asked is how to approach leadership to invest in customer service or CX. It could be training, an upgrade to software, etc. (No

Customer Service 84

Customer Service Ecommerce B2C B2B 84

ShepHyken

JUNE 10, 2019

(CallMiner) In this article, you’ll find expert tips on effective VoC survey design, as well as suggestions for effective questions that dig deeper and provide measurable, actionable insights that can inform your marketing and customer service initiatives. The common theme is that they are short and easy on the customer.

Customer Service 111

Customer Service Survey Case Study Training 111

ShepHyken

MARCH 18, 2019

(MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. It’s most likely a function of the company’s culture. It’s another to properly use that feedback.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

ShepHyken

APRIL 22, 2019

The authors (from Harvard) explore how anxious customers are more desiring of human-to-human support. Using self-service options in high-anxiety settings can negatively impact the customer experience and erode confidence in the form of diminished trust with the company that the customer is interacting with.

Self Service 77

Self Service Customer Service Competitive Advantage Case Study 77

ShepHyken

JUNE 13, 2022

Why AI Customer Journeys Need More Friction by Renée Richardson Gosline. Harvard Business Review) Friction isn’t always a bad thing, especially when companies are looking for responsible ways to use AI. s latest annual study on customer experience, which analyzed 96,211 U.S. That’s according to Forrester Research Inc.’s

Customer Service 67

Customer Service Sports Customer Journeys Government 67

ShepHyken

MARCH 25, 2019

My Comment: A company that is known for its amazing customer service has it baked into its culture. Leadership is where it starts, and then it permeates throughout the organization. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values.

Customer Service 107

Customer Service Competitive Advantage Trends Culture 107