ShepHyken

MARCH 5, 2024

The concert examples are not unlike two companies competing for a customer’s business. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Experience 81

Customer Experience Entertainment Customer Service Training Connections 81

ShepHyken

SEPTEMBER 5, 2023

I’m talking about a result that does three things: The customer’s problem, issue or question is resolved or answered. How the interaction is managed ideally leads to the third result, which is the ultimate level of happiness in problem-solving. Connect with Shep on LinkedIn.

Customer Service 83

Customer Service Customer Service Training Customers Interaction 83

ShepHyken

MAY 26, 2021

This is what great salespeople do to prepare for a meeting with a customer or client. This is how anyone delivers a better experience, regardless of whether it’s during the sales process or any other interaction the customer has with people in a company. The lesson: Know who your customer is. He said, “Graphics.”

Sales 142

Sales Customer Service Training Training Customer Service 142

ShepHyken

DECEMBER 12, 2023

It actually begins long before a customer ever makes a purchase. 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. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Sales 91

Sales Customer Experience Tips Customer Service Training 91

ShepHyken

JUNE 13, 2023

My version of this is what I refer to as the Loyalty Question : What am I doing right now that will make this customer want to do business with us again the next time they need what we sell? Every interaction with a customer becomes your CX judgment day, especially when there is a problem or complaint.

Management 74

Management Interaction Customer Service Training Customer Service 74

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 120

Customer Service Advertising Customer Service Training Sales 120

ShepHyken

MARCH 14, 2023

A loyal customer not only comes back but also spends more than a typical customer and evangelizes your brand by sharing word-of-mouth referrals. This is because there is an emotional connection. Maybe it’s the way the customer is treated. Maybe there is an employee the customer loves to work with.

Loyalty 101

Loyalty Customers Customer Service Training Connections 101

ShepHyken

SEPTEMBER 26, 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.

Customer Service 135

Customer Service Social Media Customer Service Training Training 135

ShepHyken

DECEMBER 19, 2023

Here are the steps she took to resolve the problem: She went to the company’s website and clicked on customer support. After interacting with the chatbot briefly, the bot wrote, “Let me transfer you to an agent,” moving from a chatbot to live chat. Connect with Shep on LinkedIn.

Omni-Channel 85

Omni-Channel Customer Centricity Company Self Service 85

ShepHyken

JANUARY 3, 2024

The companies that are most convenient will consistently win. TAKE ACTION: Sit down with your team and find ways to eliminate friction for your customers. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Trends 93

Trends Customer Service Customer Service Training Customer Retention 93

ShepHyken

NOVEMBER 21, 2023

Look at every interaction point a customer has with your organization and ask, “Is there a way to make it better?” While there may not be a better way today, keep asking the question; you might find one over time. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Airlines 83

Airlines Customer Journeys Groups Customer Service Training 83

ShepHyken

MAY 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.

Sports 130

Sports Hospitality Customer Service Training Customers 130

ShepHyken

AUGUST 16, 2021

My Comment: Scaling customer service or CX is about using technology to create a better experience. Unfortunately, some companies or brands lose sight and focus too much on the tech and end up losing their human-to-human connection. My Comment: I’m a big fan of using social media to enhance the customer experience.

Customer Service 89

Customer Service Social Media Tips Multi-Channel 89

ShepHyken

JANUARY 5, 2022

Any time you interact with a customer is a touchpoint. Finding ways to do so outside of the normal process, where you endear yourself to your customers, is a great opportunity. This was the perfect time to engage with the customer. Personalization is a hot topic and a powerful way to connect to the customer.

Customer Experience 174

Customer Experience How To Touchpoint Communication 174

Stella Connect

NOVEMBER 29, 2021

There are some brands that seem to just get it, that understand customer wants and needs and are able to meet and exceed those expectations in the moment, at any given moment in time. . And what sets these customer-centric leaders apart from the rest? What matters the most when contacting customer service? #1:

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

ShepHyken

JULY 19, 2023

I didn’t want to contradict him, but I needed the audience to understand that it is impossible to go above and beyond with customers at every interaction. Sometimes meeting expectations is a perfect experience.  In my customer service keynote speeches , I talk about Managing the Moment.

Meeting 62

Meeting Management Customer Expectations Customer Service Training 62

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 72

Customer Service Metrics Social Media Retail 72

ShepHyken

JANUARY 12, 2022

Maybe the battery wasn’t charged, so I connected the charger and let it sit for a few hours. A pop-up window asked if I needed help, so I started to interact via chat. So, I shot a quick video of me connecting the charger and showing them that the on/off light wasn’t coming on. So, now does omnichannel make sense? .

Omni-Channel 79

Omni-Channel Multi-Channel Video Social Media 79

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 79

Customer Service Customer Retention Tips Brands 79

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. To begin, there are two main ways the phone call could be answered: live or by an Interactive Voice Response system, also known as IVR. Not all Interactive Voice Response systems are created equal.

Interaction 93

Interaction Conference System Customer Service Training 93

ShepHyken

MARCH 18, 2019

Why Omnichannel is the Future of Customer Interactions (And How You Can Get Started) by Josh Brown. B2Community) Give your customers the seamless, expertly integrated buying experience they expect and your company becomes the real winner. Follow on Twitter: @Hyken.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

CSM Magazine

OCTOBER 19, 2023

Companies are not just tweaking their services; they’re overhauling them. Rebranding efforts are breathing new life into established names, while technological enhancements are setting new standards for customer interaction. catering to the diverse needs of American travellers.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

ShepHyken

APRIL 30, 2018

It’s still the number one way customers connect with the companies they do business with. I don’t disagree, but some companies and their customers are finding other channels are just as powerful, if not even more so. They can be quicker and more convenient for a customer to interact with a company.

Net Promoter Score 81

Net Promoter Score Customer Service Self Service NPS 81

Comm100

NOVEMBER 3, 2017

Recommended for you : You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why. For this reason, successful social media training starts with an analysis of staff’s existing skills, so that you will know what training each person needs. Service First. See How Others Do It.

Social Media 115

Social Media Course Training Marketing 115

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

JANUARY 23, 2017

Personal touch for customer service drives retention, loyalty by Helen Leggatt. BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems.

Self Service 48

Self Service Social Media Customer Service Fashion 48

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. 45 Ways to Create Better Customer Experiences With Emotion by Michael Becker. For information contact or www.hyken.com.

Customer Service 48

Customer Service Loyalty Analytics Tips 48

ShepHyken

DECEMBER 12, 2016

They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics? 20 Positive Phrases for Customer Service Success: Part 1 by Conversational.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

ShepHyken

JANUARY 26, 2018

Employees who take a moment to observe something about each customer listen better to them. Connecting on a personal level – Front-line employees can be trained to start each interaction by asking a question like, “Where did you travel from to see us?” or simply, “How are you doing today?”

Training 83

Training Leadership Consulting Exceptional Customer Service 83

Comm100

OCTOBER 11, 2017

This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Give Your Customers More Accurate Help.

Social Media 119

Social Media Customer Service Strategies Strategy Customer Service 119

SurveySparrow

OCTOBER 1, 2023

Customer service is no longer a mere exchange of goods and services. Now, every interaction is crucial, and every experience you offer counts. Do you remember the last time you received truly exceptional customer service? If you do, the fact that you recall it is proof of high-touch customer service!

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

Storyminers

JULY 6, 2020

In 2008, Eliason, as part of the team selected to address the issues, created the Twitter account @ComcastCares and began directly responding to customer complaints. Thousands of customer service professionals from around the world subscribe to Jeff’s Customer Service Tip of the Week email. Kate Nasser.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

In 2008, Eliason, as part of the team selected to address the issues, created the Twitter account @ComcastCares and began directly responding to customer complaints. Thousands of customer service professionals from around the world subscribe to Jeff’s Customer Service Tip of the Week email. Kate Nasser.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Michel Falcon Experience

OCTOBER 21, 2019

Determine Your Customer’s Pain Points. Customer journey mapping is an extraordinary exercise that hasn’t gone mainstream yet. In short, it’s when your team comes together to identify each interaction your customer experiences when doing business with you from beginning to end. Connect with me on Linkedin.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

ShepHyken

FEBRUARY 24, 2017

Whether it’s negative news of a natural disaster, a C-level scandal, a product recall, or a workplace tragedy, or a positive event like a product innovation, an upbeat earnings report, or an IPO, your contact center must be prepared for when there are dramatic increases in interactions across all communication channels.

Contact Center 84

Contact Center Social Media Guidelines Training 84

Russel Lolacher

DECEMBER 10, 2019

” Over the years, many a branded platform has been launched, with little to no long-term social media customer service strategy… or even a short-term one. How will you manage your interactions and connection with your audience (spoiler: CRM) so you can be there at every step of the relationship?

Social Media 102

Social Media Customer Service Strategies Strategy Customer Service 102