ShepHyken

JULY 27, 2022

The culture aligns with the employee’s values – and everyone seems to be in alignment with the culture. There is a sense of pride when someone meets their goals. . Continual training keeps employees interested and helps build new skills. . 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

AUGUST 9, 2021

Can you meet it? Do you understand the difference between understanding the customer and empathizing with the customer? 10 Simple Steps Toward Delivering a More Convenient Customer Experience by Rolling Stone Culture Council. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 144

Customer Service Social Media Report Culture 144

ShepHyken

DECEMBER 1, 2021

So, how can you keep good employees, and keep them not only engaged with their jobs but also engaged with their customers? They also work for the company and the customer. Meet my friend, leadership expert Tim Durkin – he has an answer. The best employees don’t just work for a paycheck. Is there a way to keep good people? .

Healthcare 125

Healthcare Customer Service Training Feedback Leadership 125

ShepHyken

NOVEMBER 9, 2022

Founder, Jeff Bezos, was an early adopter of a relentless focus on the customer experience.? . Did Bezos really believe that Amazon should be so good they didn’t need a customer service department? Did he really have an empty chair in his meetings to represent the customer? That’s truly customer-focused! .

Competitive Advantage 69

Competitive Advantage Customer Focused Customer Service Training Meeting 69

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. Design Customer Service Protocols.

Strategy 291

Strategy Customer Experience How To Customer Journeys 291

ShepHyken

FEBRUARY 6, 2019

I’m honored to be the keynote speaker later this year at Office Pride , a franchisor of commercial cleaning service companies. All of the franchisees will be attending their annual meeting to network and learn about the latest and greatest opportunities happening in their industry. My job is to talk to them about customer service.

Culture 110

Culture Exercises Customer Service Training Brand Values 110

ShepHyken

MARCH 31, 2021

This brings your customers in for a face-to-face discussion, giving you real feedback and the chance to learn your customers’ opinions of your most current offerings. By the way, if you can’t meet in person, you can always do a virtual focus group. The post Get to Know Your Customer Day appeared first on Shep Hyken.

Customer Service Training 151

Customer Service Training Feedback Groups Customers 151

ShepHyken

DECEMBER 26, 2018

The culture: This is the kind of organization you want to be affiliated with. At some level, this ties into culture and values, but this is more about giving back and community involvement. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Culture 133

Culture Policies Customer Service Training Customers 133

ShepHyken

SEPTEMBER 29, 2022

The CEO has sent out videos, regularly schedules town hall meetings, and shares best-of-the-best examples of how team members are creating amazing experiences and Moments of Magic® for their colleagues and customers. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service Training 125

Customer Service Training Training Video Customer Experience 125

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

DECEMBER 20, 2018

But, how do you think a customer feels when we see the deal, then calls the company to ask for the same deal, and is told that it’s just for new customers? A successful customer experience strategy is a result of the company’s culture. Three C’s of Customer Service Success. Follow on Twitter: @Hyken.

Video 121

Video Customer Service Customer Experience Customer Service Training 121

ShepHyken

AUGUST 29, 2018

Meet and Greets: If you want your employees to feel like rock stars, have them meet their “fans,” also known as customers. It will help them understand the impact they have on their customers. Seeing the customers they affect can be transformative. The goal is engaged employees who never want to leave.

Employee Engagement 94

Employee Engagement Leadership Customer Service Training Culture 94

ShepHyken

MARCH 4, 2020

Consider using these quotes as conversation starters in your next team meetings. What can you do to amaze your customers and get them in the Cult of Amazement? If taking care of your customers and making them want to do business with you again and again is important to you, then it’s time to join the cult … The Cult of the Customer.

Loyalty 162

Loyalty Customer Service Training Customers Training 162

ShepHyken

DECEMBER 5, 2022

Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken. Your employees want a culture that includes flexibility, learning (training), and opportunities for advancement.

Customer Service 69

Customer Service Hospitality e-support eBook 69

ShepHyken

JANUARY 6, 2020

I’m intrigued by the first of the six ideas, which focuses on culture, but not the corporate culture. It is about being in alignment with the customer and society’s culture. Employee Experience and Customer Experience Depend on Strategy by Liliana Petrova.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

ShepHyken

DECEMBER 18, 2019

Create your customer service mantra. We often spend a month preparing for a full-day meeting to help our clients create their mantra. The mantra is a simple phrase—one sentence or less—that sums up your customer service culture. This is a big one. For those that don’t have one, now is the time to create one.

Customer Service 122

Customer Service Customer Experience Tips Social Media 122

ShepHyken

NOVEMBER 8, 2021

Impressed by the genius of Van Gogh, pretend you could hire him as your customer experience consultant. My Comment: It’s time for a little culture mixed in with some customer experience education, and these lessons come from the master painter, Vincent Van Gogh. What would Van Gogh recommend? Follow on Twitter: @Hyken.

Customer Service 89

Customer Service Retail Interaction Hospitality 89

ShepHyken

SEPTEMBER 20, 2017

As a business, we can only hope that our efforts are in line with our customers’ expectations. And, only our customers will determine if we have met or exceeded them. Good customer service starts on the inside with the company’s culture. I call it the service “mantra.” Take this week to tweak the service.

Customer Service 106

Customer Service Customer Expectations Training Customer Service Training 106

ShepHyken

MARCH 21, 2022

Our customer service research supports the theme. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. Customer Experience in the Age of AI by David C.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

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. Top-Rated in Employee Engagement and Customer Satisfaction: How does Quicken Loans do it?

Self Service 76

Self Service Customer Service Competitive Advantage Case Study 76

ShepHyken

MARCH 31, 2021

This brings your customers in for a face-to-face discussion, giving you real feedback and the chance to learn your customers’ opinions of your most current offerings. By the way, if you can’t meet in person, you can always do a virtual focus group. The post Get to Know Your Customer Day appeared first on Shep Hyken.

Customer Service Training 73

Customer Service Training Feedback Groups Customers 73

ShepHyken

OCTOBER 23, 2019

The restroom outside of our meeting room was “closed for cleaning.” They could have cleaned the bathrooms at a different time, perhaps before the meeting even started—or maybe in the middle of the night when there was no one around. How could they not realize there was a meeting with 600 people who would need to use the facilities?

Hotels 100

Hotels Conference Customer Service Training Meeting 100

ShepHyken

SEPTEMBER 12, 2018

They are an outstanding example of a great product – their food – and amazing service. They are so good at what they do, all they have to do is meet expectations to amaze their guests. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Hospitality 130

Hospitality Customer Service Training Customers Tips 130

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

NOVEMBER 6, 2017

Your Customer Service Team Should Be in Every Strategy Meeting by Jaspar Weir. Entrepreneur) Get the people who know what your customers want and need — your customer service team — more involved in company decisions. Invite the customer service team to every strategy meeting.

Customer Service 84

Customer Service Customer Centricity Customer Service Training Meeting 84

ShepHyken

APRIL 24, 2017

How To Power A Better, More Personalized Customer Experience by Manuel Vellon. Forbes) While attending CES 2017 in Las Vegas, I spent a lot of time meandering around slot machines looking for meeting rooms, restaurants and taxi stands. This article is her take on customer service training and is a great introduction to her work.

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

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. If you already have a mission and vision, ensure that employees aren’t so tied up in meeting KPIs that they’re blind to long term goals. Culture & Training.

Contact Center 102

Contact Center Entertainment eBook Culture 102

ShepHyken

DECEMBER 26, 2016

Management doesn’t even realize or acknowledge that internal customers exist. My Comment: The internal customer is just as important (if not even more so) as an outside customer. This article looks at the internal customer and the process behind delivering better internal service. Follow on Twitter: @Hyken.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

ShepHyken

AUGUST 8, 2022

I believe it’s impossible to create an over-the-top or above-and-beyond experience every time the customer interacts with you. Wow, is meeting these expectations every time. That said, you’ll enjoy this author’s version of how to WOW your customers. 5 Ways to Drive Customer Retention in a Post-pandemic World by Katie Fairchild.

Customer Service 23

Customer Service Culture Customer Retention Video 23

ShepHyken

MAY 7, 2018

The author of this article suggests that the way to meet these basic expectations is a combination of human and digital interactions that he refers to as the “humanoid touch.” ” The Three Types of Brand Consistency that Drive Customer Loyalty by Christina Sanders. ” Agreed! Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Policies Retail Case Study 79

ShepHyken

JULY 25, 2022

Here are eleven ways to use email to go beyond typical marketing and sales and to engage and create a better customer experience. CX + EX: The Formula for a Customer-Obsessed Culture by Nathan Eddy. CMSWire) Brands seeking to build a customer-obsessed culture need to focus on more than just customers.

Customer Service 13

Customer Service Chief Customer Officer Automotive Retail 13

ShepHyken

MAY 30, 2022

(The Drum) When we reflect on poor customer service, we often associate it with long wait times, inadequate staff and slow outcomes. But we fail to reflect on the marketing overpromises or products that have underdelivered in meeting customers’ expectations. As the article states, it starts with culture… who you hire.

Customer Service 13

Customer Service Rewards Programs Poor Customer Service Self Service 13

Service Untitled

OCTOBER 12, 2010

Service Untitled The blog about customer service and the customer service experience. Meet the needs and calm the angry customer. photo credit: jlcwalker Possibly Related Posts: Help customer focus with the right attitude There are a number of factors that significantly affect how.

Customer Service Representative 41

Customer Service Representative Course Customer Service Training Training 41

Storyminers

JULY 6, 2020

Colin’s company, Beyond Philosophy LLC, helps organizations unlock growth by discovering customers’ hidden, unmet needs that drive value ($).They They capitalize on this by improving customer experience to meet these needs thereby retaining and acquiring new customers across the market. Jeremy Watkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Colin’s company, Beyond Philosophy LLC, helps organizations unlock growth by discovering customers’ hidden, unmet needs that drive value ($).They They capitalize on this by improving customer experience to meet these needs thereby retaining and acquiring new customers across the market. Jeremy Watkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

DECEMBER 6, 2017

Staff to Meet the Demand: This is obvious. Don’t Take It Personally: A customer who’s experiencing stress, inside or outside of your business, may take it out on you (or one of your employees). If you are truly customer-focused and are doing everything right, then it’s not your fault the customer is having a bad day.

Customer Service 19

Customer Service How To Retail Customer Service Training 19

ShepHyken

SEPTEMBER 30, 2019

This article will get you thinking about how you can use it for your customers. We Need to Stop Sucking at Customer Service by Shaun Belding. Entrepreneur) There is always room for improvement at meeting consumer needs. My Comment: I had to include this short article because I love the title. Follow on Twitter: @Hyken.

Customer Service 17

Customer Service Contact Center eBook NPS 17