ShepHyken

SEPTEMBER 14, 2022

Their vision and plan must provide clarity, keep employees focused and defend the culture if anyone or any group of people go out of alignment with the vision. Unfortunately, some leaders don’t realize this and can’t connect the dots. . In short, the customer experience starts and ends with the organization’s culture. .

Culture 107

Culture Customer Service Poor Customer Service Leadership 107

ShepHyken

JANUARY 23, 2024

This happens at my car dealership, bank, and other supposed customer-focused organizations. Their processes bog the customer down with repetitive tasks and often unnecessary procedures. Create a centralized customer profile system where a customer’s basic information, such as name, address, phone number, etc.,

Insurance 87

Insurance Banking Customer Service Training Retail 87

ShepHyken

JANUARY 11, 2021

(Business2Community) Here we will discuss 6 such points that your business or brand can adopt to gain the trust of your customers and increase your client base online. The risk of companies moving in this direction is the loss of the human-to-human connection, which often leads to customers defecting and going to a competitor.

Social Media 94

Social Media Customer Service Guidelines Loyalty 94

ShepHyken

NOVEMBER 15, 2021

Ace Hardware Goes Thanksgrilling in Customer Service Strategy by Judy Mottl. Retail Customer Experience) Ace Hardware is going all out in stores this Thanksgiving to help customers not only find the right grill equipment but also chef tips on making the feast a success. They want proof in the form of ROI.

Customer Service 73

Customer Service Metrics Social Media Retail 73

ShepHyken

OCTOBER 24, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Customer Service Training 141

Customer Service Training Video Course Customer Service 141

ShepHyken

OCTOBER 6, 2021

This statement makes a connection with the customer. The customer may even feel as if “they have a friend on the inside.” . Be sure customers know how much you appreciate their business, and how you look forward to serving them again. . At a minimum, discuss the timing of the resolution. . Follow on Twitter: @Hyken.

Course 165

Course Customer Service Training Customers Customer Service 165

ShepHyken

NOVEMBER 2, 2022

Here are five ways to make your customers feel special: . Building a relationship that fosters confidence, trust and connection is a less obvious sales technique. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Stop selling and start nurturing relationships.

Customer Service Training 129

Customer Service Training Customer Retention Customers Sales 129

ShepHyken

JANUARY 5, 2022

Just acknowledging that the customers might be in trouble and reaching out to them was a great way to show appreciation. Personalization is a hot topic and a powerful way to connect to the customer. But this level of personalization, while extremely powerful, was a result of the customer’s zip code more than anything else.

Customer Experience 174

Customer Experience How To Touchpoint Communication 174

ShepHyken

DECEMBER 22, 2021

We welcome him back this week with a simple feedback technique connected to his Three N strategy that will help you motivate and keep your best employees. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Here’s a very short refresher in case you missed it.

Customer Service Training 131

Customer Service Training Leadership Video Feedback 131

ShepHyken

JANUARY 4, 2023

This is especially important to the younger generations, so if that’s your market, find ways to “give back” to support the issues that are important to your customers. . Customers Want to Do Business With Companies and Brands They Trust – This concept has become more important in the past few years. Follow on Twitter: @Hyken.

Self Service 137

Self Service Customer Experience Customer Service B2C 137

Vonage

MARCH 26, 2018

From there, sit down with your best service reps and discuss the types of customers they commonly deal with on a day-to-day basis. In combination, this process will allow you to ‘flesh out’ a series of profiles based on your typical customer’s needs, wants and expectations.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145

ShepHyken

APRIL 27, 2020

” 15 Customer Service Strategies To Help You Deliver A 5-Star Experience by Forbes Coaches Council. Forbes) If your company is struggling, transforming your customer support into a 5-star experience can inject new life into your business. My Comment: Creating a good customer experience is more than a strategy.

Customer Service 83

Customer Service Government Hospitality Trends 83

Help Scout

APRIL 29, 2021

Everyone in the business, including those beyond the customer-facing teams, has an accurate understanding of who the customers are and what matters to them. Customer service is a part of the business’s strategic vision. The business agrees on a clear definition of “good customer service.”.

Culture 139

Culture Customer Service How To Policies 139

ShepHyken

MAY 26, 2021

And second, be sure to follow through on any promise you make, such as his offer to connect us with the right person. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. The lesson: Actually, there are two of them. Yes, it was a terrible sales call.

Sales 144

Sales Customer Service Training Training Customer Service 144

ShepHyken

JANUARY 12, 2022

Maybe the battery wasn’t charged, so I connected the charger and let it sit for a few hours. So, I shot a quick video of me connecting the charger and showing them that the on/off light wasn’t coming on. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Omni-Channel 80

Omni-Channel Multi-Channel Video Social Media 80

ShepHyken

MARCH 6, 2019

On a recent trip that had a connecting flight, I was notified the night before that my first flight was going to be delayed, which made me worry about missing my connection. I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do. Then I started to think.

Airlines 113

Airlines Customer Service Training Travel Training 113

ShepHyken

APRIL 18, 2023

Even if you’re selling a big machine to a factory, there are still expectations that are shaped by retail experiences with customer-focused companies like Amazon. Learn more about Shep’s customer service and experience keynotes and his customer service training workshops at www.Hyken.com.

B2C 65

B2C B2B Customer Service Training Retail 65

ShepHyken

SEPTEMBER 21, 2022

You want employees to have a connection with leadership. . If you’ve been following my work, you’ll recognize this concept: What’s happening inside the organization is felt on the outside by the customers. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Leadership 73

Leadership Feedback Customer Service Training Training 73

ShepHyken

MAY 17, 2021

How to Nurture Your Online Customers And Turn Them Into ‘Brand Evangelists” by Peggy de Lange. (B&T) B&T) Building a connection with existing customers is just as integral to any marketing strategy as winning new ones, but how do we turn customers into spokespeople for our brands?

Customer Service 80

Customer Service Customer Retention Tips Brands 80

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? My Comment: Want to get better at customer service? by Steve Bernstein.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

JUNE 26, 2019

A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem. Today there are many ways to connect with a company. But there’s one mode of communication and customer support that hasn’t been talked about much.

Customer Relationship Management 134

Customer Relationship Management Customers Customer Service Training CRM 134

Integrity Solutions

SEPTEMBER 28, 2023

In This Post You Will Learn: What Does Customer Service Mean? The Impact Of A Customer Service Culture Enhancing Customer Service With A Sales Mindset Importance Of A Customer Service Strategy The Customer Experience Journey Contact Center Training Integrity Service® Customer Service Training What Does Customer Service Mean?

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

MAY 16, 2022

Be a ‘Method Customer’ to Improve Customer Experience by Justin Racine. CMSWire) Brands spend exorbitant amounts of dollars, resources and time to connect with their customer base to understand them better. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 65

Customer Service Net Promoter Score Airlines Customer Journeys 65

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. Follow on Twitter: @Hyken.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

ShepHyken

MAY 3, 2017

We connected with a good number of the people who responded positively to our calls, but that’s not what this is about. I’ll categorize a live response as either an operator who would connect me to the executive, or a direct number to the executive that is picked up by an assistant or voice mail. Now, that’s a nice gift!).

Interaction 93

Interaction Conference System Customer Service Training 93

ShepHyken

AUGUST 26, 2019

5 Strategies On How To Stay Ahead Of Customer-Driven Disruption by NJ Goldston. Forbes) Sarkar details five strategies that any company can adapt in their own push to connect with, and capitalize on, customer needs. Now you only have 35 more to read! Follow on Twitter: @Hyken.

Customer Service 108

Customer Service Advertising Strategy Customer Service Training 108

ShepHyken

JUNE 1, 2020

Here you’ll find some “workarounds” for those times you are short-staffed and want to maintain your support center’s reputation for excellent service. Improving Customer Experience By Creating An Omnichannel Experience by Cameron Weeks. Follow on Twitter: @Hyken.

Customer Service 68

Customer Service Omni-Channel Call Center Retail 68

ShepHyken

NOVEMBER 7, 2018

They also revolutionized their process and started building technology into the customer experience. The Domino’s ANYWARE concept allows their customers to not only order the pizza with the toppings they desire but to connect with their neighborhood Domino’s by more than ten ways, with more to come. Follow on Twitter: @Hyken.

Case Study 91

Case Study Study Customer Service Training Technology 91

ShepHyken

APRIL 30, 2018

(No Jitter) Recent Five9 survey data shows digital consumers, regardless of age, still want to talk to customer service agents. It’s still the number one way customers connect with the companies they do business with. They can be quicker and more convenient for a customer to interact with a company.

Net Promoter Score 82

Net Promoter Score Customer Service Self Service NPS 82

Win the Customer

DECEMBER 29, 2015

But it’s not just the hours and service channels that set Metro Bank apart. Metro Bank simply outperforms its financial competitors in the work that they do for their customers. Some “innovative” ways in which Metro Bank connects better with its customers include: 15 Minute Guarantee to Open a New Account.

Customer Service 52

Customer Service Customer Experience Banking Financial 52

ShepHyken

JANUARY 23, 2017

My Comment: Many businesses are figuring out alternative ways to deliver customers service, such as self-service options, chatbots, etc. The phone used to be the main way customers connected with companies, but not anymore. Sharpen) Here’s part II in our series about the future of customer experience.

Self Service 48

Self Service Social Media Customer Service Fashion 48

Customers Rock!

MAY 5, 2011

It is not a social media book (more on that in The Story below), but social media is woven throughout the book (as it should be woven throughout a company’s marketing and customer service strategies). It is also not a customer service book (but that is an important tenet). But customer service is not enough.

Social Media 198

Social Media Customer Centricity Case Study Loyalty 198

ShepHyken

AUGUST 20, 2018

.” Are your customers’ experiences profoundly remarkable? Retail Customer Experience) Emotional connection in the customer experience game is a mere table stake, not an extra or a value-add. The absence of an emotional connection is the definition of a poor customer experience. by Chip Bell.

Customer Service 69

Customer Service B2B B2C Innovation 69

ShepHyken

FEBRUARY 14, 2018

Be sure to say something that truly connects with the customer. So, maybe the customer isn’t spending twice as much. Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. The post Are You So Good Your Customers Would Pay You Double?

Exceptional Customer Service 92

Exceptional Customer Service Study Customer Service Training Customer Service 92

ShepHyken

APRIL 5, 2017

Customer service is a differentiator. The people side of the business builds a connection with the customer. And, what is happening in today’s environment is that the customer also wants a better experience. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Customer Service Training 88

Customer Service Training Customers Survey Customer Service 88

LiveChat

OCTOBER 16, 2018

Several companies are recognizing this crucial fact, and as per a recent study, by 2018 about 50% of organizations will make necessary changes in their business models to become customer-focused. When customers build a trustworthy relationship with your business, they are inclined to return to you for more.

Net Promoter Score 50

Net Promoter Score Social Media e-support Customer Satisfaction 50

ShepHyken

JANUARY 9, 2017

High-Performing Customer Service Teams Use Predictive Analytics by Vala Afshar. Huffington Post) The reality of today’s business landscape is that customers are more connected than ever. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 48

Customer Service Loyalty Analytics Tips 48