ShepHyken

OCTOBER 12, 2022

Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. For now, let’s address why companies aren’t using social channels. . The ones your customers are using. .

Social Media 159

Social Media Customer Service Customer Care Customer Service Training 159

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable.

Self Service 78

Self Service Customer Service Airlines Touchpoint 78

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

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 141

Customer Service Customer Experience Hotels Customer Service Training 141

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 137

Self Service Customer Experience Customer Service B2C 137

TechSee

JUNE 16, 2022

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. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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

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 107

Culture Customer Service Poor Customer Service Leadership 107

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 132

Self Service Customer Service Customer Focused Customer Service Training 132

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 73

Company Fashion Customer Service Training Comparison 73

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 141

Meeting Customer Service Exercises Customer Service Training 141

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 153

Customer Experience Customer Service Gamification Interaction 153

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 167

Customer Service Customer Service Training Training Customer Service Representative 167

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 121

Customer Service Customer Service Training Customers Customer Experience 121

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 101

Customer Focused Self Service Touchpoint Banking 101

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 138

Company Customer Service Training Retail Industry 138

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

How To 630

How To Automotive Competitive Advantage Customer Service Training 630

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 146

Customer Service Chief Customer Officer Contact Center Customer Service Training 146

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 151

Customer Service B2C B2B Customer Retention 151

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? CMSWire) Today’s top companies rely heavily on human insight to guide their strategies and offerings. Here are my top five picks from last week. by Janelle Estes.

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124

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

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 143

Customer Service Government Customer Service Training Loyalty 143

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 146

Customer Service Social Media Report Culture 146

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

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 184

Customer Service Customer Experience Wait Times Policies 184

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 155

Customer Service Net Promoter Score Self Service Knowledge Base 155

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 117

Self Service Customer Service Leadership Customer Focused 117

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 146

Customer Service Loyalty Programs Chatbots Loyalty 146

ShepHyken

MARCH 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. The gist of the article focuses on trust and human-to-human interaction. Most aren’t succeeding.

Customer Service 130

Customer Service Customer Service Training Customer Retention Training 130

ShepHyken

DECEMBER 23, 2020

You call the customer service hotline. A pleasant customer support agent picks up the phone and enthusiastically greets you, ready to help resolve your problem or answer your question. That problem may have just happened, or maybe it happened a week ago and the customer is finally able to find time to call about it.

Customer Service 121

Customer Service Customer Experience Entertainment Wait Times 121

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 127

Customer Service Self Service Retail Entertainment 127

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. And, this is when the company gets to prove itself.

Customer Service 160

Customer Service Metrics Interaction Customers 160

ShepHyken

MARCH 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Forget Customer Experience. CMSWire) ECM and content services, while related, are not the same. When it comes to the experience, focus on the inside and outside of your company. Forget Employee Experience.

Customer Service 136

Customer Service Employee Experience Customer Service Training Strategy 136

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 131

Customer Service Insurance System Customer Focused 131

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 134

Customer Service Loyalty Programs Customer Journeys Customer Centricity 134

ShepHyken

SEPTEMBER 30, 2020

And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers. This year it’s October 5-9.

Customer Service 126

Customer Service Poor Customer Service Customer Service Representative Course 126

ShepHyken

MARCH 30, 2022

We just released our annual customer service research where we surveyed more than 1,000 consumers and asked what customer service experiences are most likely to cause you to come back. All a typical customer wants is for someone to be nice to them, with a willingness to take care of them. That seems pretty simple.

Customer Service Strategies 67

Customer Service Strategies Customer Service Strategy Self Service 67