ShepHyken

APRIL 9, 2024

So many companies and brands are trying to win customers over by delivering a better service experience. In my recent customer service and CX research (sponsored by RingCentral ), I included a question that would give us an updated number for this concept. And the reason is that they are just satisfied.

Customer Service Training 140

Customer Service Training Customers Customer Service Study 140

ShepHyken

APRIL 30, 2024

My annual customer service and CX research includes some very compelling findings that will make you want to simplify your customers’ experience. As important as convenience is to the customer experience, there is more to “de-complicating” the overall experience. Connect with Shep on LinkedIn.

Entertainment 90

Entertainment Sports Financial ROI 90

CSM Magazine

NOVEMBER 4, 2019

You need to be aware of your body language and your tone of voice and how both are affecting the perception customers have of you and your company. Confidence also comes from reminding yourself that you are the expert and to tap into your product knowledge and experience in difficult or day to day customer service situation.

Customer Service Training 80

Customer Service Training Training Customer Service Hospitality 80

ShepHyken

FEBRUARY 20, 2024

When customers come to you upset, frustrated, or even angry, they may not be reaching out at the moment the incident that triggered their negative emotions occurred. Maybe it happened two days ago, and they just now have the time to contact you or the company. Connect with Shep on LinkedIn.

Metrics 151

Metrics Customer Service Measurement Customer Service Training 151

ShepHyken

OCTOBER 10, 2023

John knows this, and he admits it, but at the same time, he argues the point that if you provide enough value with the experience, you can distance your company from the competition, even while charging more than others. There are companies, like Disney, that have achieved that. There’s no way you can make price completely irrelevant.”

Culture 148

Culture Customer Service Training Employee Experience Course 148

ShepHyken

JANUARY 16, 2024

After they do a self-assessment, which is their perception, they should – if they haven’t already – survey their customers to discover their reality. That’s the most accurate way to measure the difference. Leaders should “mystery shop” their companies themselves. They should learn firsthand what it’s like to be a customer.

Customer Service 142

Customer Service Customer Centricity Customer Service Training Survey 142

ShepHyken

DECEMBER 26, 2023

How fast do you respond to customers? Customers appreciate a quick response. I often joke about a company that took four days to get back to me with an answer. Get customers to feel connected to you because they know you care. Be more responsive – We start with one of my favorites. Connect with Shep on LinkedIn.

Customer Service 157

Customer Service Tips Guidelines Policies 157

ShepHyken

OCTOBER 31, 2023

How often are we told a company offers free delivery, free returns, free refills on soda … you get the idea. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. But some brilliant marketers must think the public won’t know the difference. It’s not really free.

Airlines 133

Airlines Customer Service Training Marketing Customer Service 133

ShepHyken

MARCH 5, 2024

This is the lead-in to today’s lesson, which is to understand the difference between experiencing a company or brand, and simply doing business with it. The concert examples are not unlike two companies competing for a customer’s business. Connect with Shep on LinkedIn.

Customer Experience 82

Customer Experience Entertainment Customer Service Training Connections 82

ShepHyken

FEBRUARY 27, 2024

Why does a company send out a customer satisfaction survey? Rather than focusing on short surveys, I would say companies should truly investigate the principles by which customers choose them and then try to match the survey to the customers’ willingness to help. The general consensus was that shorter was better.

Survey 88

Survey Customer Satisfaction Customer Service Training Customers 88

ShepHyken

SEPTEMBER 19, 2023

Bezos quickly discovered that as perfect as Amazon might be, once the package left the warehouse, control was in the hands of delivery companies such as the USPS, FedEx, or UPS. If there was a delivery problem, even if it wasn’t Amazon’s fault, the customer still called Amazon. Connect with Shep on LinkedIn.

Customer Service 138

Customer Service Effort Score Sports Conference 138

ShepHyken

APRIL 22, 2024

The first tip, being proactive and reaching out to customers before they call you (about a problem), is something more companies should implement. They are obvious examples, but if you consider some of the smaller companies or brands you “love,” then you’ll understand that this idea works for any organization of any size.

Customer Service 80

Customer Service Self Service Tips Contact Center 80

ShepHyken

SEPTEMBER 26, 2023

And if you really think you are 100% right and the customer support agent is wrong, consider ending the call and calling back to speak with a different agent who may respond differently. I’m amazed at how often I call a company and talk to two or more people, getting a different answer each time. So that’s my advice for the customer.

Customer Service 136

Customer Service Social Media Customer Service Training Training 136

ShepHyken

APRIL 28, 2024

While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. It allowed companies to spot larger trends based on the buying habits of a large number of customers. Loyalty and self-service round out the four.

Loyalty Programs 70

Loyalty Programs Customer Service Self Service e-support 70

ShepHyken

MARCH 31, 2024

Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business? My Comment: I bet you would agree with this statement: Companies exist to solve customer problems.

Customer Service 82

Customer Service Government B2B B2C 82

ShepHyken

AUGUST 8, 2023

What experience do your customers have with your website? This is what customers experience when they interact with your company online. We must manage the DX if we want our customers to have a good CX.  These got my imagination going, and I decided to share a few others that I’ve come up with: NX is for the nap experience.

Customer Service Training 117

Customer Service Training User Experience Customer Experience Employee Experience 117

ShepHyken

MAY 16, 2023

The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. This can include follow-up from the salesperson, dealing with customer service for a problem, or any interaction you have with the company or brand after the sale is made.

Customer Service 121

Customer Service Advertising Customer Service Training Sales 121

ShepHyken

JANUARY 3, 2024

They no longer compare us only to our direct competition but also to the best service they’ve had from any company. TAKE ACTION: Sit down with your team and discuss their favorite companies to do business with inside and outside your industry. This is especially important to the Gen-Z and Millennial generations.

Trends 94

Trends Customer Service Customer Service Training Customer Retention 94

Up Your Service

FEBRUARY 5, 2020

Join the Service Leadership Workshop. So, I’m delighted to tell you now that in partnership with Right Selection, Marshall Goldsmith and Ron Kaufman will be delivering the Service Leadership Seminar, first time ever. Service Leadership Workshop. And Gautam thought it was a fabulous idea. April 9 in Colombo.

Leadership 52

Leadership eBook Culture Connections 52

ShepHyken

NOVEMBER 7, 2023

Written policies, such as how you handle your customers’ data, return policies, guarantees and more build trust and safety. Alignment: Your mission, vision and values statements are the foundation of what you and your company stand for. Are they in alignment with your customers’ expectations? Connect with Shep on LinkedIn.

Policies 96

Policies Meeting Customer Service Training Customers 96

ShepHyken

AUGUST 1, 2023

One of them asked us to work with her team on a customer experience initiative that included every company employee. One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. They do short write-ups and share them with their managers.

Hotels 117

Hotels Travel Exercises Customer Service Training 117

ShepHyken

SEPTEMBER 5, 2023

Happiness leads to confidence It’s the second point of this answer that is most important, and it is where some companies fail. It’s more than just the confidence to continue doing business with the company after the interaction. Connect with Shep on LinkedIn.

Customer Service 84

Customer Service Customer Service Training Customers Interaction 84

ShepHyken

DECEMBER 12, 2023

Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more. Most of the audience expects to learn a new sales technique or tactic; instead, I teach customer service and experience techniques and tactics. Connect with Shep on LinkedIn.

Sales 92

Sales Customer Experience Tips Customer Service Training 92

ShepHyken

NOVEMBER 28, 2023

For example, we might use company jargon and acronyms that others outside of the company or industry might not understand. In the customer experience world, one of the most challenging Moments of Misery™ to overcome is communication breakdown. Don’t assume you’re on an equal footing. Connect with Shep on LinkedIn.

Advertising 86

Advertising Training Software Customer Service Training 86

ShepHyken

JANUARY 10, 2024

Don’t make negative comments about fellow employees or the company. We may learn other lessons from this story, but these are three that jumped out at me. To summarize, laziness should never enter the customer experience. An inconsistent experience always makes customers wonder, “What will next time be like?”

Travel 92

Travel Customer Service Airlines Poor Customer Service 92

ShepHyken

APRIL 1, 2024

Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business? My Comment: I bet you would agree with this statement: Companies exist to solve customer problems.

Customer Service 77

Customer Service Government B2B B2C 77

ShepHyken

JANUARY 23, 2024

Create a centralized customer profile system where a customer’s basic information, such as name, address, phone number, etc., This information can be programmed to be filled out on any form that is sent to the customer. How hard can that be? And if you don’t know how to program something like that, just ask ChatGPT!

Insurance 86

Insurance Banking Customer Service Training Retail 86

ShepHyken

NOVEMBER 21, 2023

First, every company should tinker with what’s working by experimenting and looking for better ways to do “what they’ve always done,” even if it’s working. Unfortunately, many companies operate this way and miss opportunities to improve. This story has at least two lessons. Don’t question it. If it works, don’t try to change it.

Airlines 84

Airlines Customer Journeys Groups Customer Service Training 84

ShepHyken

APRIL 14, 2024

Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. All five of this week’s articles are focused on customer loyalty.

Net Promoter Score 72

Net Promoter Score Loyalty Programs Customer Service Ecommerce 72

ShepHyken

JUNE 20, 2023

From these stories – and there are plenty more just like them – here are a few lessons we can take away: Customer Service Training: Many problems can be avoided with good customer service training. There is the soft-skill side of customer service, being friendly and empathetic.

Customer Service 67

Customer Service Customer Service Training Travel Entertainment 67

ShepHyken

SEPTEMBER 13, 2023

Every once in a while, someone will ask, “What’s the difference between customer service and customer experience?” Customer service really drove the customer experience. A customer could visit a store or business. Or a customer could call a phone number to ask a question, resolve a complaint, etc.

Customer Experience 70

Customer Experience Customer Service Gamification Social Media 70

ShepHyken

NOVEMBER 28, 2023

For example, we might use company jargon and acronyms that others outside of the company or industry might not understand. In the customer experience world, one of the most challenging Moments of Misery™ to overcome is communication breakdown. Don’t assume you’re on an equal footing. Connect with Shep on LinkedIn.

Advertising 67

Advertising Training Software Customer Service Training 67

ShepHyken

APRIL 25, 2023

Somehow Montañez landed an appointment to meet with the CEO and other company executives. Montanez became an executive and worked his way up to VP of multicultural sales for PepsiCo America, the holding company for Frito-Lay. He liked what he tasted and reached out to the Frito-Lay CEO to set up a meeting.

Insurance 103

Insurance Customer Service Training Meeting Leadership 103

ShepHyken

JUNE 6, 2023

I’m not saying a company that claims something is free is lying. And when consumers pay a fee to do business with a company, they typically want to take advantage of the perks the company offers. If you like it, the company will begin billing you the following month. Free is often an illusion. Here’s a scenario.

Video 86

Video Advertising Customer Service Training Consumers 86

ShepHyken

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Used the right way, it may even help you create more tailored and personalized customer experiences! Does no one want to see change?

Customer Service 59

Customer Service Loyalty Programs Loyalty Customer Service Training 59

Michel Falcon Experience

JANUARY 16, 2020

I’ve leveraged customer experience strategies within my career for more than ten years now. I’ve seen companies thrive (some of which I’ve advised), some commit but not fully exhaust the benefits and others that say customer experience matters but do nothing at all. that’s having a customer experience strategy!

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

ShepHyken

MARCH 25, 2024

Brands Want Your Loyalty—and Will Offer More Than Points to Get It by Lauren Giella (Newsweek) Loyalty programs offer customers rewards, discounts or other perks when buying from or using the products or services of a certain brand. My Comment: Here is an excellent and robust article on loyalty programs.

Loyalty Programs 77

Loyalty Programs Hotels Customer Service Hospitality 77