ShepHyken

JANUARY 16, 2024

When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. They should learn firsthand what it’s like to be a customer. It’s just our perception.

Customer Service 143

Customer Service Customer Centricity Customer Service Training Survey 143

Ecrion

JULY 22, 2019

Every year, businesses lose over $75 billion in potential revenue thanks to one thing: poor customer service. And while studies show that about 1 out of every 26 customers complain about poor customer service, over 90% of those dissatisfied customers simply stop working with your business — and never come back.

Customer Service Training 78

Customer Service Training Training Customer Service Customer Journeys 78

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. How fast do you respond to customers? Customers appreciate a quick response. Happy New Year!

Customer Service 158

Customer Service Tips Guidelines Policies 158

ShepHyken

DECEMBER 19, 2023

If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. I’ll share that company’s name at the end of this article. For now, you can guess. Cindy, from my office, had a customer service issue.

Omni-Channel 87

Omni-Channel Customer Centricity Company Self Service 87

ShepHyken

SEPTEMBER 26, 2023

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. 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.

Customer Service 137

Customer Service Social Media Customer Service Training Training 137

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 Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.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

MAY 16, 2023

I like the title of this article, but perhaps a more appropriate title might be: Customer Service Is Like Being Married. The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. And if all goes well, eventually, you make a sale.

Customer Service 121

Customer Service Advertising Customer Service Training Sales 121

Bill Quiseng

DECEMBER 13, 2021

That’s why a high customer retention rate is an important goal for many businesses. Excellent customer service is one of the best ways to achieve this goal. Customer retention supports long-term growth because it creates a loyal customer base. Why Does Customer Service Impact Retention?

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

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

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. There are at least three lessons we can learn from this story: Laziness: That should never be an excuse for providing poor customer service. However, she also made a mistake. What was it?

Travel 93

Travel Customer Service Airlines Poor Customer Service 93

ShepHyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. They no longer compare us only to our direct competition but also to the best service they’ve had from any company. Happy New Year! What’s 2024 going to be like?

Trends 95

Trends Customer Service Customer Service Training Customer Retention 95

ShepHyken

SEPTEMBER 5, 2023

I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” Happiness leads to confidence It’s the second point of this answer that is most important, and it is where some companies fail. But today’s answer is not just timely, but also timeless.

Customer Service 85

Customer Service Customer Service Training Customers Interaction 85

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

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

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: For those in the customer support world, this article is for you. AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call. If so, read this article.

Customer Service 65

Customer Service Contact Center Average Handle Time Customer Service Strategies 65

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

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

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

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 9, 2024

What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. So many companies and brands are trying to win customers over by delivering a better service experience. At least, it appears that way. They have learned from the best.

Customer Service Training 141

Customer Service Training Customers Customer Service Study 141

ShepHyken

APRIL 16, 2024

While this applies to any job in any type of company, I want to emphasize the importance of thinking this way as it applies to the customer experience. What is the likelihood a customer would return if their customer service or CX rating of you was just … good enough ? Good enough” is not good enough.

Hotels 151

Hotels Customer Service Training Customer Service Training 151

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S.

Customer Service 91

Customer Service Social Media Tips Multi-Channel 91

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

MARCH 12, 2024

So, here are six ways to create an experience personality that will transform your company or brand from merely providing products and services to doing so with personality: Your Company’s Personality: I don’t care what you sell. Every company has a personality, and these personalities run the gamut from serious to whimsical.

Advertising 151

Advertising Customer Service Training Interaction Customer Experience 151

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

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

APRIL 23, 2024

That creates confidence and increases overall customer satisfaction. In the customer service world, we could consider this to be ongoing training that keeps your employees sharp with the latest tools and technology to help provide the best possible support and experience. A few years ago, I wrote about focusing on employees first.

Customer Experience 91

Customer Experience Customer Service Training Training Advertising 91

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

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. by GISuser. Nothing fancy here.

Customer Service 156

Customer Service Airlines Tips Customer Service Strategies 156

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. Lego Customers Lose Millions of Pieces a Year. The Company’s 4-Word Response Is the Best I’ve Ever Seen by Jason Aten. My Comment: I love great examples of customer service, and this is exactly that.

Customer Service 73

Customer Service Metrics Social Media Retail 73

ShepHyken

APRIL 30, 2024

They want a customer-friendly experience, but they also want the overall experience to be convenient. My annual customer service and CX research includes some very compelling findings that will make you want to simplify your customers’ experience. You can have a very complicated and highly technical product.

Entertainment 65

Entertainment Sports Financial ROI 65

ShepHyken

JANUARY 11, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Measure Your Customer Experience Maturity by Sharon Florentine. Some companies have figured it out. 10 Important Components of a Social Media Customer Service Strategy by VHT MARKETING.

Social Media 94

Social Media Customer Service Guidelines Loyalty 94

ShepHyken

NOVEMBER 9, 2023

She writes about the five ways to become an effective and efficient customer service manager. Perhaps you’re thinking of trying to move up the ranks of your organization to become a customer service manager, or perhaps you already are one but want to hone your skills. Either way, this article is for you.

Customer Service 56

Customer Service Management Exercises Leadership 56

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. Which is Your CX Priority: Satisfied Customers or Profit? LinkedIn) What should your ultimate goal be when designing your customers’ experiences? This article reminds of this strategy.

Customer Service 118

Customer Service Leadership Ecommerce Culture 118

ShepHyken

SEPTEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. The best companies to do business with are also great companies to work for.

Customer Service 76

Customer Service Culture Poor Customer Service Contact Center 76

ShepHyken

JULY 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Improving Social Media Customer Service by Fara Haron. My Comment: Companies are using social media customer care/service to increase loyalty and gain market share.

Social Media 117

Social Media Customer Service Trends Tips 117

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience. (The What Makes Good Customer Service?

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67