ShepHyken

JULY 20, 2022

I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. . And if what makes you different is important to your customers, they will want to be a part of your world. . Follow on Twitter: @Hyken.

Competitive Advantage 136

Competitive Advantage Banking Fashion Contact Center 136

ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter.

Customer Service 64

Customer Service Net Promoter Score Airlines Customer Journeys 64

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. Customer Service Skills You Need to Master by Alex Yumashev.

Customer Service 106

Customer Service Competitive Advantage Trends Culture 106

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident. Follow on Twitter: @Hyken.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

ShepHyken

OCTOBER 19, 2020

Each week I read a number of customer service and customer experience articles from various resources. What Is Voice of the Customer and What Does it Mean for Customer Experience? My Comment: My buddy and fellow CX expert, John DiJulius, puts on an amazing customer service and CX conference every year.

Customer Service 75

Customer Service Chatbots Effort Score Voice of Customer 75

ShepHyken

APRIL 8, 2020

A few years ago, Patricia was delivering a keynote speech at a conference held at a luxury resort in Hawaii. After the conference, she was headed back to the airport in a private car and started a conversation with her driver. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Net Promoter Score 123

Net Promoter Score Effort Score Conference Hotels 123

ShepHyken

JANUARY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center. Here are my top five picks from last week.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

ShepHyken

APRIL 27, 2022

Either one could be considered a customer experience failure, and the potential result is that the customer never comes back. . Many years ago, I had a client who almost didn’t hire me as a customer service keynote speaker. He had been reading my customer service articles for several years.

Conference 67

Conference Customer Service Training Customer Focused Video 67

ShepHyken

JUNE 5, 2019

We need to get inside the heads and hearts of our customers and step away from our company roles before we can truly understand what the customer is thinking about us. You can’t talk about it in a conference room with your colleagues. You must become the customer. However you say it, there’s only one way to do it.

Conference 134

Conference Customer Service Training Customer Focused Customer Experience 134

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Want Loyal Customers?

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

APRIL 23, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret To Superior Customer Experience by Denise Lee Yohn. Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX). CustomerThink) Are you a list maker?

Customer Service 79

Customer Service Employee Engagement Study Conference 79

ShepHyken

MAY 14, 2018

Each week I read a number of customer service and customer experience articles from various resources. My Comment: This is one of the most incredible demonstrations of AI I’ve seen – direct from Google I/O 2018 (their developer’s conference). Complaining Customers Are Your Best Customers.

Customer Service 76

Customer Service Employee Experience Video Conference 76

ShepHyken

JUNE 15, 2022

At a recent conference, I enjoyed an interview with a business owner who shared some of his customer service philosophies. He taught several lessons that day, but the one that stood out was how he handles angry customers. Don’t say things or take actions that question the integrity of your customers.

How To 73

How To Conference Customer Service Training Customers 73

ShepHyken

JUNE 25, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Top 10 Customer Experience Keynote Speakers by Blake Morgan. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Loyalty Tips Conference 85

ShepHyken

MAY 8, 2017

Each week I read a number of customer service and experience articles from various online resources. 10 Content Marketing and Customer Experience All-Stars by James A. The Exhaustive Guide to Dealing with Angry Customers by Harsh Vardhan. Here are my top five picks from last week. For information contact or www.hyken.com.

Customer Service 81

Customer Service Airlines Contact Center Conference 81

ShepHyken

SEPTEMBER 11, 2019

In the realm of business—and especially customer service—we often talk about how to differentiate yourself from your competition. I met Rodney at a conference where I was speaking about customer service. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Competitive Advantage 131

Competitive Advantage Conference Customer Service Training Course 131

ShepHyken

JANUARY 21, 2019

Each week I read a number of customer service and customer experience articles from various resources. My Comment: AI has been creating “quite a stir” in the customer service and support world. Comcast is a great case study on how a big company goes about turning around its customer service reputation.

Customer Service 68

Customer Service eBook Case Study Social Media 68

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. (CMO)

Customer Service 71

Customer Service Airlines Call Center Case Study 71

ShepHyken

MARCH 20, 2017

Each week I read a number of customer service articles from various online resources. No More Nonpologies: Apologize to Customers Like You Mean It by Leslie O’Flahavan. If the customer is willing to share their phone number with you, treat it with respect it deserves. Here are my top five picks from last week.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

OCTOBER 23, 2019

A couple of weeks later, I attended a conference at a hotel in Orlando. On that day, I was with my friend Dennis Snow , a fellow customer service expert who spent 20 years working at Disney. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Hotels 99

Hotels Conference Customer Service Training Meeting 99

ShepHyken

JANUARY 24, 2018

If you’ve ever been to a hotel for a conference, they are the people who set up the audio/visual support, the staging, lighting, rigging, and more. Prior to the “departure meeting”, the director of event technologies is briefed on some of the highlights of the client’s conference, which are brought up during the discussion.

Hotels 98

Hotels Conference Meeting Fashion 98

ShepHyken

MAY 30, 2018

You may or may not know I’m hired to do keynote speeches at conferences around the world. One of the first questions I like to ask my client when they are interested in having me speak is, “Why do you want to hire a professional speaker for your conference?” Why do my clients want a speaker? Is it just the information? Absolutely not.

Transportation 94

Transportation Conference Sports Customer Service Training 94

ShepHyken

MAY 2, 2018

The short version of my story is this: At a recent conference, the client gave their speakers a gift – a backpack filled with swag that included fancy water bottles, fleece pull-overs and more. Customers need to know when there are problems or they have questions that they are dealing with knowledgeable and smart people.

Hotels 89

Hotels Customer Service Training Training Conference 89

ShepHyken

JULY 19, 2017

I just returned from Influence 2017 , the annual conference put on by the National Speakers Association. He shared an excellent customer service example that can be summed up this way: Trust your customers and they will trust you. One of Horsager’s favorite lines is, “A lack of trust is your biggest expense.” He gets it.

Conference 107

Conference Customer Service Training Customers System 107

ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Social Media Changes Customer Service.

Social Media 86

Social Media Self Service Customer Service Marketing 86

Kayako

NOVEMBER 21, 2018

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. The brands mentioned above aren’t just shaping the customer service experience for their customers. The solution?

Culture 120

Culture Banking How To Customer Service 120

ShepHyken

JULY 5, 2017

Before I go any further, as a customer service and experience expert, I believe that service and experience are all about marketing. If the answer is yes and yes, then your customer service and customer experience are a marketing machine. Companies who can personalize their experiences win over customers.

Marketing 97

Marketing Customer Relationship Management Conference Customer Service Training 97

ShepHyken

JUNE 22, 2016

Customer Experience. I recently was invited by Pegasystems to attend Pegaworld 2016, their annual users’ conference. The conference was everything about CRM (customer relationship management). The customer service rep appears to be very knowledgeable and gives me the information I need. That’s the Yes.

Meeting 83

Meeting Wireless CRM Conference 83

ShepHyken

MAY 3, 2017

I recently spoke at a conference. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. When was the last time you called your business?

Interaction 92

Interaction Conference System Customer Service Training 92

ShepHyken

MARCH 29, 2017

So, what does a social media marketing conference have to do with customer service? It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that. Social media channels like Twitter, Facebook, YouTube, etc.

Customer Care 48

Customer Care Social Media Conference Customer Service Training 48

ShepHyken

AUGUST 29, 2017

Shep Hyken interviews Nick Francis, CEO of Help Scout and thought leader in the customer service support world. First Up: Shep Hyken’s opening comments focus on introducing Nick Francis and his company Help Scout, and the recent fireside chat they had at a recent customer service and support conference.

Customer Centricity 37

Customer Centricity Conference Advertising Loyalty 37

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

SEPTEMBER 19, 2018

We do an exercise in our customer service workshops. We ask the audience members to confer with their colleagues to answer the following question: “What are the most common complaints that you hear?”. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Hotels 23

Hotels Exercises Conference Customer Service Training 23

ShepHyken

SEPTEMBER 19, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Brands Are Boosting Customer Loyalty by Scott Clark. CMSWire) Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors. The list goes on.

Loyalty Programs 64

Loyalty Programs Customer Service Infographics Chatbots 64