Help.com

OCTOBER 13, 2014

A customer-centered company culture is overwhelmingly resistant to being knocked off by your competition. At Apple, insiders credit much of the company’s success in retailing to the cultural fit Apple looks for and inspires in its personnel. That service is based on a corporate culture. Micah Solomon guest post: .

Culture 100

Culture Customer Focused Company Competitive Advantage 100

ShepHyken

APRIL 11, 2018

His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. By the way, the name of the company has been “changed to protect the innocent,” as they say.

Customer Focused 99

Customer Focused Self Service Touchpoint Banking 99

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Certain B2C rockstar brands are teaching our customers what good service is like, and they now have higher expectations.   .

Self Service 134

Self Service Customer Experience Customer Service B2C 134

CSM Magazine

SEPTEMBER 29, 2022

Being customer focused is all about making sure your relationships revolve around your clients and lead to their satisfaction. Many shoppers who have negative experiences want to switch to another organization that has better service, and when word gets out, this can be detrimental to your company.

Customer Focused 52

Customer Focused How To Effort Score Social Media 52

ShepHyken

APRIL 13, 2022

Just out of college I started my career as a customer service expert. It was a chosen profession that had its roots in something that happened to me when I was younger, an event that caused me to become obsessed with customer service. . These lessons laid the foundation that ignited my passion for customer service.

Self Service 130

Self Service Customer Service Customer Focused Customer Service Training 130

ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). It’s not like companies purposely provide poor customer service.

Culture 105

Culture Customer Service Poor Customer Service Leadership 105

Micah Solomon

OCTOBER 11, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience.

Customer Experience 256

Customer Experience Customer Service Hospitality Hotels 256

CSM Magazine

DECEMBER 18, 2023

Input from Customers It may seem obvious, but a surprising number of businesses overhaul their products, services, or processes in a way that substantially impacts the customer without ever finding out whether this is something that is desired.

Innovation 52

Innovation Customer Focused How To Transportation 52

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

ShepHyken

JANUARY 31, 2023

A few years ago, I had the honor of working with Lexus, the luxury car company. They are known for their first-class level of service. Looking back, I did what most good people – or companies – would do for their customers. Get more information on The Customer Focus ™ customer service training programs.

Customer Service 138

Customer Service Customer Experience Hotels Customer Service Training 138

ShepHyken

JULY 21, 2021

In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. The shortest customer service speech ever …. “BE The post The Shortest Customer Service Keynote Speech Ever! Okay, here goes.

Customer Service 174

Customer Service Customer Service Training Customers Video 174

Michel Falcon Experience

OCTOBER 21, 2019

Sometime today or tomorrow you’re going to receive bad customer service from a company that you do business with. It could be a dry cleaner, auto mechanic, dentist, or any company. Immediately you will feel the effects of bad customer service. The outcome is multi-billion dollar companies.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

CSM Magazine

FEBRUARY 21, 2022

If you’re a trucking company, then providing excellent customer service is essential to your success. In this article, we will discuss 20 tips that will help you give your customers the best possible service. This will help ensure that customers are happy with the estimates you provide them.

Tips 52

Tips Customer Service Company Transportation 52

Blake Morgan

MAY 3, 2022

When faced with the changes and challenges of the pandemic, Lyft took the opportunity to improve its digital services and undergo a digital transformation. . The result is a frictionless experience that continues to disrupt the industry and shine as an example for all customer-focused digital brands. .

Customer Focused 59

Customer Focused Self Service Transportation Effort Score 59

Customer Bliss

JULY 19, 2018

You need a plan and you need to take baby steps,” said Sue Martin Homes , Global VP of Customer Service at Newegg , the leading tech-focused e-retailer in North America. Customer Experience Leadership Means Being a Team Player. Do you have “talk time” countdown timers in your customer service centers?

Customer Focused 129

Customer Focused Multi-Channel How To e-support 129

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

Company 71

Company Fashion Customer Service Training Comparison 71

ShepHyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.

Customer Experience 150

Customer Experience Customer Service Gamification Interaction 150

ShepHyken

MARCH 16, 2022

Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX). So, with that, I bring you Shep’s Law of Customer Service , which is: . A company wants a customer to buy its product or service.

Customer Service 120

Customer Service Customer Service Training Customers Customer Experience 120

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. Why B2B Customer Experience is Just as Vital for Growth as B2C by Gal Oron. You’re not just selling to a company.

Customer Service 148

Customer Service B2C B2B Customer Retention 148

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. by Carl Smith.

Customer Service 141

Customer Service Government Customer Service Training Loyalty 141

ShepHyken

SEPTEMBER 16, 2020

I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience. It’s the same for certain aspects of customer service. Not that much!

Customer Service 165

Customer Service Customer Service Training Training Customer Service Representative 165

ShepHyken

MAY 19, 2021

It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. By the way, this is the same exercise we teach in our customer service training programs. Is there something that happens at every meeting to engage the team and align them with what is important to your company?

Meeting 138

Meeting Customer Service Exercises Customer Service Training 138

ShepHyken

JUNE 23, 2021

One of our readers asked me the following question: What is your advice for a company that is struggling during COVID-19? Still, some companies are still struggling. And, there are companies that you think would have been impacted, but somehow they did well – and continue to do so. It doesn’t have to be exactly the same.

Company 135

Company Customer Service Training Retail Industry 135

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service How To Policies 139

Michel Falcon Experience

SEPTEMBER 17, 2014

To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Do you work with a customer focused CEO? Does he invest to improve the company’s customer experience on a consistent basis? Take a moment to think.

Customer Focused 167

Customer Focused Customer Centricity ROI Case Study 167

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. How do you handle a bad customer service experience ? It is when it happens.

Customer Service 143

Customer Service Social Media Report Culture 143

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 182

Customer Service Customer Experience Wait Times Policies 182

Michel Falcon Experience

APRIL 23, 2019

Disclaimer : I love Starbucks but I recognize that we share Starbucks stories, and companies like theirs, frequently. I wanted to start sharing stories from companies you might not be too familiar with to give evidence that regardless of your industry or size of company, you too can become a case study. What’s my secret?

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

ShepHyken

APRIL 1, 2020

First, we all have two responsibilities: do the job we were hired to do and also take care of the customer. I may have been a cashier, but I also knew that my job, beyond collecting money, was to take care of my customers. Second, a boss can kill the customer service buzz. If it’s right, coach them to do more of the same.

Self Service 116

Self Service Customer Service Leadership Customer Focused 116

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Why Empathy is Core to Closing the Customer Experience Gap by Mark Zablan. Follow on Twitter: @Hyken.

Customer Service 152

Customer Service Net Promoter Score Self Service Knowledge Base 152

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Internal Customer Service: What You Must Know by Gabrielle Pickard-Whitehead. Here are 18 of the most reliable ways to make sure your internal customer service is up there with the best. by Mary Drumond.

Customer Service 143

Customer Service Chief Customer Officer Contact Center Customer Service Training 143

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. (No Here are my top five picks from last week.

Customer Service 143

Customer Service Loyalty Programs Chatbots Loyalty 143

ShepHyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Customer Service Competency Class Now a Requirement for Fordham Admission by Isabella Scipioni.

Customer Service 124

Customer Service Self Service Retail Entertainment 124

Eptica

FEBRUARY 19, 2021

Date: Friday, February 19, 2021 Author: Pauline Ashenden - Demand Generation Manager How to build mental muscle memory for customer service success. Learning from Santa’s customer service success. Tags: Micah Solomon, Customer service training, WFH environment Categories: Best Practice.

Customer Service 104

Customer Service How To Customer Service Training Customer Focused 104

Beyond Philosophy

APRIL 16, 2021

There is a surprising lack of literature on company politics. I am sharing the five rules for dealing with company politics that I learned over my career. All this to say, I’ve dealt with company politics my entire career. However, my experience is to the contrary; company politics are all over the place.

Company 148

Company Management Consulting Measurement 148

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 130

Customer Service Insurance System Customer Focused 130