ShepHyken

APRIL 11, 2022

My Comment: When it comes to customer service, I believe everyone must be properly trained – not just the front-line/customer-facing employees. Furthermore, training isn’t something you did, it’s something you do. It’s the experience that drives engagement. Anytimed by Seth Godin. Follow on Twitter: @Hyken.

Customer Service 64

Customer Service Employee Engagement Customer Service Training Loyalty Programs 64

ShepHyken

JANUARY 18, 2021

5 Key Customer Loyalty and Engagement Trends for 2021 by Michelle Wildenauer. What challenges and opportunities should customer loyalty and engagement specialists consider as they move further into 2021? Diginomica) How do you enrich the customer experience amidst the current turbulence? Follow on Twitter: @Hyken.

Self Service 125

Self Service Customer Service Customer Journeys B2B 125

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Related: How to Improve Customer Service Training with Simple Metrics.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

JULY 27, 2022

The culture aligns with the employee’s values – and everyone seems to be in alignment with the culture. You’ll notice more customer engagement, employees will evangelize your brand, and even more importantly, they will stay! . Employees enjoy their coworkers. This one could be at the top of the list. .

Culture 67

Culture Employee Experience Customer Service Training Training 67

ShepHyken

FEBRUARY 19, 2023

Jeff Toister’s Top Tips for Crafting a Successful Customer Culture by Melanie Mingas (CX Network) CX author and keynote speaker Jeff Toister offers his advice for customer experience managers looking to create a winning customer culture. It’s no easy task, as customers’ wants and needs move quickly. (In

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

MAY 4, 2022

To share compliments like Bailee, you have to be engaged and present for each and every customer. . I asked Bailee where she learned to engage with her customers at that level. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. No faking it.

Airlines 128

Airlines Customer Service Training Course Engagement 128

ShepHyken

APRIL 4, 2017

Jeff Toister Provides 3 Steps to Developing a Customer-Focused Culture. Nearly every company says that they want to have a customer-focused culture, but then why are so many companies lacking one? What are the steps that your company needs to take to be committed to becoming customer focused?

Handbook 76

Handbook Culture Customer Focused Customer Service 76

Integrity Solutions

OCTOBER 27, 2021

After all, you can’t consistently deliver at such a high level- at every customer touch point- if only certain people are responsible for making sure it happens. In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

OCTOBER 11, 2017

The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees. Yes to low fares with nothing to hide.

Airlines 156

Airlines Travel Advertising Customer Service Training 156

ShepHyken

SEPTEMBER 21, 2022

The point is that leadership and management must create opportunities that allow employees to engage with them. 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. You want employees to have a connection with leadership. .

Leadership 72

Leadership Feedback Customer Service Training Training 72

ShepHyken

OCTOBER 17, 2018

Think about how big these brands are and how they have woven their way into our culture. Apple was a stand-out in three areas, which are engagement, differentiation and consistency. This is why their customers are in love with the company. This is why their customers are in love with the company.

How To 121

How To Social Media Customer Care Brands 121

ShepHyken

AUGUST 29, 2018

When you treat employees like rock stars, they will treat your customers like rock stars. That is what employee engagement is all about. Great leaders have preached that when you treat your employees well, they treat their customers – and fellow employees well. The goal is engaged employees who never want to leave.

Employee Engagement 94

Employee Engagement Leadership Customer Service Training Culture 94

ShepHyken

JANUARY 8, 2020

He was at a store, and the employee was friendly and engaging. The old cliché of “hire for attitude and train for skill” comes to mind, but I think it’s more than that. You do want to have someone with the right attitude, but more importantly, they need to understand and fit in with the culture and personality of your organization.

Customer Service Training 121

Customer Service Training Culture Training Customer Focused 121

ShepHyken

MARCH 11, 2019

(MarTech Advisor) Customer Experience (CX) is a competitive differentiator and driving force for a business’ success. For marketers, it is important to explore powerful opportunities that can drive improved customer engagement and interactions. There’s the company’s viewpoint and the customer’s viewpoint.

Customer Service 99

Customer Service e-support Guidelines Social Media 99

ShepHyken

OCTOBER 8, 2018

10 Examples Of Amazing Customer Service Departments For Customer Service Week by Blake Morgan. Forbes) These companies make customer service a crucial part of their culture, and it shows with rave reviews and happy customers. Good common sense tips to create a customer-focused culture.

Customer Service 85

Customer Service Customer Retention Culture Tips 85

ShepHyken

APRIL 22, 2019

(Salesforce) Did you know many customer service departments are still in dinosaur mode? They face shifting demands from customers without the necessary tools, strategy, processes, and agents’ skills to meet them. My Comment: If you want the service culture in an organization to change, it must start at the top with leadership.

Self Service 76

Self Service Customer Service Competitive Advantage Case Study 76

ShepHyken

FEBRUARY 7, 2023

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Get more information on The Customer Focus ™ customer service training programs. So, for Valentine’s Day (and every other day of the year), find ways to show your employees a little love.

Customer Service Training 123

Customer Service Training Training Employee Experience Company 123

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Prioritize activities and allocate them to employees.

Strategy 291

Strategy Customer Experience How To Customer Journeys 291

ShepHyken

SEPTEMBER 3, 2018

Three Revenue-Generating Rules for Creating a Client-Centric Culture of Service by Carrie Hansen. Wealth Management) Operations and service departments are frequently categorized as cost centers, but studies show that when delivered correctly, they can be drivers of revenue. Plus plenty of stats to support the “rules.”.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

ShepHyken

JULY 4, 2016

(Hootsuite) Want to learn how to better engage with existing and potential customers on Twitter? My Comment: Twitter has become a viable and popular customer service channel. It’s easy for the customer (and the company), it’s fast and, most important, it’s effective. Here are three tips to help you do just that.

Customer Service 81

Customer Service Culture Hotels Tips 81

ShepHyken

MAY 31, 2017

I’m often asked, “How many people in an organization does it take to create a culture focused on Customer Amazement?” He stood out, compared to many of his co-workers, as a person willing to do anything within his power to take care of his customers. Maybe your organization is truly customer-focused.

Airlines 83

Airlines Customer Focused Customer Service Training Culture 83

ShepHyken

DECEMBER 18, 2019

The mantra is a simple phrase—one sentence or less—that sums up your customer service culture. Participate in conversations on social platforms and become part of the online customer community. It’s an opportunity to engage. For those that don’t have one, now is the time to create one. Do more on social media.

Customer Service 122

Customer Service Customer Experience Tips Social Media 122

ShepHyken

NOVEMBER 26, 2018

Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. Do customers really want to take your survey? That’s a bold statement, but it’s true.

Customer Service 80

Customer Service Airlines Employee Engagement Rewards Programs 80

ShepHyken

AUGUST 6, 2018

Building a Servant-Led Culture by Art Barter. SmartBrief) Culture — every organization has one. Is your culture thriving? My Comment: The success of an organization starts with leadership defining the culture. This article shows how the author bought a company with a failing culture and turned it around.

Customer Service 67

Customer Service Social Media Culture Tips 67

Comm100

JUNE 19, 2018

At Disney, one of the most important parts of having a strong customer focus is having a common purpose and a clear brand promise. A strong vision of service which appeals to emotion helps employees to feel they are part of something worthy and important. Culture & Training.

Contact Center 102

Contact Center Entertainment eBook Culture 102

Integrity Solutions

OCTOBER 5, 2022

In one recent study , among many with similar findings, 78% of respondents said good customer service is fundamental to earning their loyalty and business. And retaining those customers is serious business: Just a 5% increase in customer retention can produce more than a 25% increase in profits.

Culture 86

Culture Customer Service Customer Service Training Contact Center 86

ShepHyken

MARCH 21, 2022

How Retailers Can Improve Their Customer Retention Rates Through UGC by Adam Dornbusch. Total Retail) To help keep brands growing and revenue increasing beyond a customer’s initial experience, here are some concrete steps brands can take to engage their customers this spring season after they’ve purchased a product.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

ShepHyken

APRIL 8, 2019

(CustomerThink) The Customers 2020 Report states that by the year 2020, customer experience will take its rightful place as a key brand differentiator. This comes as no surprise, especially if we take into account the rise in today’s customer-centric culture. How to Engage Remote Customer Service Teams by John Ernsberger.

Customer Service 101

Customer Service Hotels Hospitality Government 101

ShepHyken

APRIL 27, 2020

(CustomerThink) While product differentiation and marketing strategies are important, companies that focus on customer experience are poised to win in the long run. After all, multiple surveys show that customers are looking for much more than the product when deciding which brands to engage with. Follow on Twitter: @Hyken.

Customer Service 81

Customer Service Government Hospitality Trends 81

ShepHyken

MAY 1, 2019

When you need support, there are good self-service options. Jeff Bezos, the company’s founder, has a relentless focus on creating customer convenience. Apple: They are masters at engaging their customers at almost every level. People love their Apple products. For information, contact 314-692-2200 or www.hyken.com.

Brands 122

Brands Customer Service Self Service Advertising 122

ShepHyken

SEPTEMBER 19, 2016

My Comment: It’s been a while since I’ve read an article about Zappos and their amazing service. This article is filled with comments about the company’s culture, empowering employees and much more. 10 Tips For Making Customers Feel Welcome by Richard R. Are customer service chatbots full of chit?

Customer Service 0

Customer Service Chatbots Culture Tips 0

ShepHyken

JANUARY 18, 2017

We ask the audience to shout out the traits of someone who would be good at customer service. However, regardless of how strong someone’s skills are, without the right personality, as in many of the aforementioned attitudes, one employee can potentially bring down a customer-focused culture.

Customer Service 48

Customer Service Exercises Customer Focused Customer Service Training 48

ShepHyken

MAY 15, 2017

D CEO) Half a century after its incorporation papers were filed, the Dallas-based carrier is working harder than ever to reinforce its unique corporate culture. Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro. A Look at Southwest Airlines 50 Years Later by Joseph Guinto. (D

Customer Service 69

Customer Service Airlines eBook Loyalty 69

ShepHyken

DECEMBER 26, 2016

My Comment: The internal customer is just as important (if not even more so) as an outside customer. Many successful leaders have created a culture that focuses on the belief that if you take care of employees first, they will better engage with customers and give them even better service.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

ShepHyken

APRIL 26, 2017

Every week I stay at different hotels around the world as I travel for my speaking engagements. Small, but what a brilliant customer focused idea. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. And, every morning I get up in these hotels and take a shower.

Hotels 102

Hotels Travel Customer Service Training Customer Focused 102

ShepHyken

OCTOBER 31, 2016

23 Interview Questions You Should Ask Every Customer Service Candidate by Mathew Patterson. Help Scout) How can you tell if that smart and eager customer service candidate will be an engaged and productive team member? Second to that is hiring the right people to execute. For information contact or www.hyken.com.

Customer Service 48

Customer Service Hotels Customer Service Training Leadership 48