ShepHyken

SEPTEMBER 14, 2022

A bad culture is the problem. The culture of any organization is defined by leadership. Leaders must work on the culture they want employees and customers to experience. It all comes down to the person at the top of the organization deciding to create a culture that drives a positive service experience.

Culture 107

Culture Customer Service Poor Customer Service Leadership 107

Integrity Solutions

SEPTEMBER 28, 2023

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 Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.

Customer Service Training 106

Customer Service Training Training Customer Service Contact Center 106

ShepHyken

MARCH 26, 2024

When I’m invited to speak to a group of business leaders as the keynote speaker, I often share my Six Simple Steps to Building a Customer-Focused Culture. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. There’s a difference!

Entertainment 87

Entertainment Sports Customer Service Training Training 87

ShepHyken

NOVEMBER 21, 2023

Most airlines put passengers in groups and call them in order. United will continue doing this but make changes to some of the groups. First-class passengers and higher-level frequent fliers won’t notice, but there will be a change once Group 4 is called. Connect with Shep on LinkedIn.

Airlines 85

Airlines Customer Journeys Groups Customer Service Training 85

ShepHyken

JUNE 6, 2022

(The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience. And it all starts with the first contact when the customer visits the website. And often, repeat business leads to customer loyalty.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

DECEMBER 6, 2021

My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department. It’s baked in the culture. So, if customer service isn’t a department, what do you call it? How about “customer care?” How to Improve Employee Retention by Zoe Leibling.

Self Service 67

Self Service Customer Service Chatbots Customer Care 67

Comm100

OCTOBER 8, 2016

Rewarding your most loyal and active customers will make them feel important, and it’s critical to enhance retention with the customers that are worth most to your company. Create an extra tier or VIP segment in your customer loyalty program in order to retain a special group of high-spending customers. 52% of U.S.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151