Integrity Solutions

OCTOBER 27, 2021

In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service. Last week was National Customer Service Week , an annual — and now global — event devoted to celebrating the people who make customer service happen.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: We start this week’s Top Five roundup with an interview with customer culture expert Jeff Toister. The gold in the article is his simple three-step approach to building a customer-focused culture.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

CSM Magazine

FEBRUARY 13, 2020

Is your customer service in need of an overhaul? Luckily, there’s no need to spend a fortune revamping your entire customer service operation. Here are ten quick and easy ways to take your customer service to the next level. Disney is a good example of customer focused employee on-boarding.

Customer Service 80

Customer Service Social Media Ecommerce Culture 80

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

MARCH 26, 2024

And in business, Steve Jobs of Apple said, “It takes a lot of hard work to make something look simple.” There is some very practical wisdom in these motivational and inspiring quotes that we can apply to the customer service and CX world. Think of the best customer experiences you have had. There’s a difference!

Entertainment 86

Entertainment Sports Customer Service Training Training 86

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

ShepHyken

OCTOBER 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. Here are four examples from four brands on how they are delivering a great customer service experience.

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

ShepHyken

DECEMBER 18, 2019

Without any further delay, here are ten more ways to create a better customer experience in 2020. Create your customer service mantra. The mantra is a simple phrase—one sentence or less—that sums up your customer service culture. Customers love when the places they do business with give back.

Customer Service 123

Customer Service Customer Experience Tips Social Media 123

ShepHyken

APRIL 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. ” 15 Customer Service Strategies To Help You Deliver A 5-Star Experience by Forbes Coaches Council. It’s baked into an organization’s culture. Follow on Twitter: @Hyken.

Customer Service 82

Customer Service Government Hospitality Trends 82

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

OCTOBER 26, 2022

Some can go through different levels of training, but they all must be trained to deliver a certain standard of customer service. . However, one hasn’t been properly trained and doesn’t quite get the culture. If customers happen to be talking to any of the 99 amazing employees, they will love your company.

Training 117

Training Customer Service Training Culture Brands 117

ProProfs Chat

JUNE 30, 2020

Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

ShepHyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care? It’s baked in the culture.

Self Service 67

Self Service Customer Service Chatbots Customer Care 67

ShepHyken

SEPTEMBER 18, 2017

Each week I read a number of customer service articles from various online resources. 3 Techniques to Help you Really Understand your Customers by Shay Namdarian. My Comment: I have always believed that the best customer service people have a “hospitality mentality.” Here are my top five picks from last week.

Customer Service 82

Customer Service Hospitality Customer Centricity Competitive Advantage 82

CSM Magazine

JULY 12, 2020

How a business handles customer service has a direct correlation to brand perception and longevity in today’s landscape. This is the exact reason why customer service and marketing need to work hand in hand. Customer service doesn’t always need to be faced to face. Customer influenced business strategy.

Customer Service 52

Customer Service Marketing Social Media Ecommerce 52

ShepHyken

SEPTEMBER 19, 2016

Each week I read a number of customer service articles from various online resources. The Customer Service Strategies Behind Zappos’s Success by Sharpen. My Comment: It’s been a while since I’ve read an article about Zappos and their amazing service. Here are my top five picks from last week.

Customer Service 0

Customer Service Chatbots Culture Tips 0

ShepHyken

DECEMBER 14, 2022

We talked about different customer service and experience topics, and he casually mentioned FOMU. I want to take the idea of FOMU to the customer service world. . That often means the customer won’t get the experience they could or should have. . A little FOMU is good. It means you care.

Customer Service Training 75

Customer Service Training Culture Training Customer Service 75

ShepHyken

DECEMBER 1, 2021

Customers are beginning to feel the results of The Great Resignation , which quite honestly, is not so great. It has resulted in longer lines, longer hold times, and slower service – basically a lower level of customer service. . The best employees don’t just work for a paycheck. Follow on Twitter: @Hyken.

Healthcare 126

Healthcare Customer Service Training Feedback Leadership 126

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

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

Company 72

Company Fashion Customer Service Training Comparison 72

ShepHyken

NOVEMBER 9, 2022

. 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? Those are questions I asked Bill Price, Amazon’s first global vice president of customer service and the founder and president of Driva Solutions.

Competitive Advantage 70

Competitive Advantage Customer Focused Customer Service Training Meeting 70

ShepHyken

SEPTEMBER 21, 2022

How you treat, talk to, and trust employees set the tone for the culture that will permeate outward toward your customers. Employee trust fosters customer trust. The result is that employees stay, and customers come back. And what company wouldn’t be happy with that? . Follow on Twitter: @Hyken.

Leadership 72

Leadership Feedback Customer Service Training Training 72

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

ShepHyken

SEPTEMBER 29, 2022

Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. It’s not about what’s on the walls. It’s what happens between the walls that counts! .

Customer Service Training 126

Customer Service Training Training Video Customer Experience 126

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ShepHyken

MAY 30, 2022

Each week I read many customer service and customer experience articles from various resources. CustomerThink) Considering the cost of attracting new customers ­– one estimate is seven times more than keeping existing ones – many companies would do better to focus on retaining their engaged enrollees.

Customer Service 13

Customer Service Rewards Programs Poor Customer Service Self Service 13

ShepHyken

MAY 16, 2018

A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. The EX is part of the culture. Follow on Twitter: @Hyken.

Employee Experience 96

Employee Experience Hotels Video Culture 96

ShepHyken

DECEMBER 22, 2021

Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. So, praise away! And remember to praise both the performer and the performance. .

Customer Service Training 131

Customer Service Training Leadership Video Feedback 131

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

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

APRIL 4, 2018

What if you hear that they’re implementing a new customer service initiative? Their goal, you heard, is to have the best customer service in the industry. Let them go head-to-head with customer service and experience expectations based on the existing industry standards. Here’s my take: good for them.

Advertising 98

Advertising Customer Service Training Customer Expectations Industry 98

ShepHyken

DECEMBER 6, 2017

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. Don’t take it personally.

Customer Service 19

Customer Service How To Retail Customer Service Training 19

ShepHyken

AUGUST 3, 2016

While one could argue that it was my sister’s fault, Brenda’s focus was on taking care of her customer and immediately activated the auto-pay, waived penalties and interest owed as well as the fees for disconnection and emergency reactivation. Great ending to a customer service story, but it doesn’t end there.

Tips 48

Tips Policies Customer Service Training CRM 48

Michel Falcon Experience

OCTOBER 21, 2019

Sometime today or tomorrow you’re going to receive bad customer service from a company that you do business with. Immediately you will feel the effects of bad customer service. These companies are focused on customer acquisition through PPC, Facebook ads, expensive sales seminars, influencer marketing and more.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

ShepHyken

SEPTEMBER 25, 2020

This week we feature an article from Gladly, a customer service platform. But how can you stay efficient and drive revenue while still delivering radically personal customer service? Ticket-based approaches to customer service are a thing of the past. Gladly is a radically personal customer service platform.

Contact Center 111

Contact Center Competitive Advantage Customer Service Examples 111

ShepHyken

OCTOBER 1, 2018

Each week I read a number of customer service and customer experience articles from various resources. Employee Experience Strategy: 3 Tips to Steal From Customer Service by Brian Westfall. My Comment: Customer service is not just for customers. Follow on Twitter: @Hyken.

Customer Service 17

Customer Service Infographics Employee Experience Customer Service Strategies 17