ShepHyken

FEBRUARY 25, 2024

Our customer service research sponsored by RingCentral (brand new 2024 report is now out) includes a humorous stat/finding: 79% of US consumers have called customer support and been caught in the automated menu system and repeatedly screamed, “Agent” or “Representative,” and eventually hung up out of frustration.

Customer Service 62

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 62

ShepHyken

MAY 28, 2023

In his words: “No stock can escape the daily gyrations of the market, but when you’ve got a great company that knows how to give its customers exactly what they want—and what they need even if they didn’t know it existed—that’s a stock you can buy into market-wide wide weakness.” Connect with Shep on LinkedIn.

Customer Service 65

Customer Service Hospitality Customer Centricity B2C 65

ShepHyken

NOVEMBER 27, 2023

Workers should be paid by their employer, not by an uncomfortable system where customers are supposed to pay extra – on top of posted charges – paying some amorphous amount meant to supplement an employee’s wages. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 70

Customer Service Net Promoter Score Tips Brands 70

Vonage

AUGUST 24, 2017

One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He Your Service” books and founder of UP! Your Service. Create your customer service mantra.

Customer Service 120

Customer Service Customers Culture Customer Service Training 120

Myra Golden

MARCH 19, 2017

Golden, this is a system error. Even if you know, for example, that you have no appointments available for a customer today, pretend to check before telling them no. We work on an appointment system. It sounds defensive and most certainly, it makes the customer more intent on speaking with a supervisor. Do it this way. “We

Airlines 86

Airlines Customer Service Training Customers Training 86

Myra Golden

SEPTEMBER 2, 2015

Becoming a Customer Service Rockstar – How to standout and move ahead . Based on Myra’s critically acclaimed “Beyond WOW” workshop, this webinar delivers 20 concrete ways for your employees to make emotional connections with your customers. September 17, 2015 1pm – 2pm ET. A $299 Value!

Customer Service 40

Customer Service How To Training Tips 40

Comm100

OCTOBER 8, 2016

Give customers one-on-one attention. If your company has the resources, sometimes offering customers one-on-one attention with an agent can help establish a strong connection that might inspire a customer to stick around. Either use a simple point system or none at all. Special workshops and events.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

ShepHyken

AUGUST 21, 2023

How to Turn Your Customers Into Fans by Sofya Pogreb (AllBusiness) How, then, can SMBs take these strong connections with customers and translate that into business growth? How can you activate your customer base to be vocal advocates for your business? Connect with Shep on LinkedIn.

Hospitality 12

Hospitality Customer Service B2B B2C 12

ShepHyken

JULY 3, 2023

100 Customer Experience Stats For 2023 by Blake Morgan (Forbes) Customer experience in 2023 looks different than it ever has before. With a looming recession, changing customer preferences and priorities, and new technology, CX teams have incredible opportunities to innovate and connect in new ways.

Customer Service 12

Customer Service Competitive Advantage Exercises Customer Service Training 12

ShepHyken

MAY 22, 2023

My Comment: There have been numerous articles in this weekly roundup that have focused on customer loyalty. And here’s another, but with an emphasis on loyalty management, which is the processes, systems, and strategies used to create repeat business and, ultimately, true customer loyalty. Connect with Shep on LinkedIn.

Loyalty Programs 13

Loyalty Programs Customer Service Social Media Culture 13

Storyminers

JULY 6, 2020

He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops. His fascination with customer experience led him to test himself by becoming a Certified Customer Experience Professional, only the second in the world to earn such a designation.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops. His fascination with customer experience led him to test himself by becoming a Certified Customer Experience Professional, only the second in the world to earn such a designation.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Michel Falcon Experience

APRIL 7, 2020

Do I find myself asking, “I don’t have the budget for customer service training?” What is going to happen to my business and brand if I’m known for delivering average customer service? What makes one customer tick, might tick off the next. Could they be trained more frequently? Yes, you do!

Customer Experience 88

Customer Experience Customer Service How To Net Promoter Score 88

Michel Falcon Experience

JANUARY 3, 2020

Invest in customer experience strategy just like we do in branding initiatives like marketing and PR. Continuously provide superior customer service skills education/workshops to ALL employees. In thinking about the year to come, I’ve identified three customer service skills that I believe your employees can learn from.

Customer Service 99

Customer Service Strategy Culture Call Center 99

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Deliver a Wow Customer Experience: 20 Ideas to Help You WOW customers. Customer-facing employees in any industry. Training length: 16 minutes. You will not be sorry.”

Customer Service 40

Customer Service Training Customer Service Training Course 40