ShepHyken

DECEMBER 17, 2023

Culture Clash: Why Customer Experience Improvements Fail by John Aves (MyCustomer.com) To successfully change your CX, you must create the right culture and climate to effect the change. I’ve stressed in all of my customer service speeches , that a customer-focused culture starts at the top with the CEO.

Customer Service 60

Customer Service Customer Centricity Loyalty Programs Culture 60

ShepHyken

NOVEMBER 13, 2023

This excellent article has nothing new, but it gives us four reminders that will enhance any customer and/or client relationship. 11 Tips for Building and Nurturing Positive Client Relationshipsby Rolling Stone Culture Council (Rolling Stone) Making your clients feel seen can go a long way toward creating relationships that last.

eBook 58

eBook Customer Service Tips Survey 58

ShepHyken

DECEMBER 12, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Sales 93

Sales Customer Experience Tips Customer Service Training 93

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 73

Company Fashion Customer Service Training Comparison 73

Michel Falcon Experience

JANUARY 16, 2020

As the year gets rolling, I’d suggest asking yourself three questions to identify what customer experience strategies you have the opportunity to create for your business and serve your customers exceptionally. Do you have plans to host a customer journey mapping workshop this year? Customer Journey Mapping.

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

ShepHyken

JANUARY 14, 2024

Our annual CX research found that 82% of customers say an excellent customer service experience increases their trust in the company/brand. An influx of orders, too few staff and emotions running high can mean an increase in mistakes and dissatisfied customers. Connect with Shep on LinkedIn.

Customer Service 58

Customer Service Retail Consumers Metrics 58

ShepHyken

NOVEMBER 21, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Airlines 85

Airlines Customer Journeys Groups Customer Service Training 85

ShepHyken

JANUARY 14, 2024

Our annual CX research found that 82% of customers say an excellent customer service experience increases their trust in the company/brand. An influx of orders, too few staff and emotions running high can mean an increase in mistakes and dissatisfied customers. Connect with Shep on LinkedIn.

Customer Service 56

Customer Service Retail Consumers Metrics 56

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. Identifying gaps in the customer experience.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

ShepHyken

JANUARY 1, 2024

The Santa Claus Approach: Unwrapping Marketing Lessons from the Man in Red by Mark W Lamplugh Jr (Entrepreneur Media) A unique figure has transcended cultural boundaries, capturing imaginations and hearts across the globe. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 58

Customer Service Social Media Loyalty B2C 58

ShepHyken

DECEMBER 24, 2023

Teeing up Employee Experience to Enhance Customer Experience by Dom Nicastro (CMSWire) This intimate knowledge, combined with his experience in various operational roles within the golf industry, equipped him with a unique perspective on what it takes to elevate a golf club’s overall experience. Connect with Shep on LinkedIn.

Customer Service 64

Customer Service Employee Experience B2C Hospitality 64

Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. Cultural differences have made people skills more challenging in this global environment.

Customer Service Training 152

Customer Service Training Government Training Employee Engagement 152

Vonage

OCTOBER 2, 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. He is author of the bestselling “UP!

Customer Service 120

Customer Service Culture Customer Service Training Customers 120

ShepHyken

SEPTEMBER 24, 2023

Due to an unprecedented booming economy, leaders started taking shortcuts, solely focusing on sales and profit, reducing their hiring standards to fill positions, and expecting and demanding more of their employees including their customer service representatives, yet not investing in the employee culture and customer experience.

Customer Service 70

Customer Service Customer Service Representative Customer Satisfaction Customer Service Training 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. Customer service basics are timeless.

Customer Service 120

Customer Service Customers Culture Customer Service Training 120

ShepHyken

NOVEMBER 27, 2023

Furthermore, as much as you think you are, the judge and the jury on this one is the customer. Why Is Service So Bad When We Supposedly Tip To Get Good Service? tipping culture is insane, it’s gotten out of control and what’s worse is that it’s getting exported to the rest of the world. by Gary Leff (Gary Leff) U.S.

Customer Service 69

Customer Service Net Promoter Score Tips Brands 69

ShepHyken

AUGUST 6, 2023

When using AI for customer support, consider this point in the article: “Every interaction enhances or diminishes a customer’s perception the company involved.” Using AI the right way will enhance the relationship versus frustrate the customer. as of 2023 and minimum federal wage of $7.25 in 2022 and 5.4%

Customer Service 62

Customer Service Tips e-support B2C 62

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. What would that look like? I love that question.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

ShepHyken

MAY 28, 2023

All seemed well until Google started expanding this product internationally and Americans took their high expectations to far-flung parts of the world, not realizing just how different cultures can be from their own. My Comment: How do you improve the ratings your customers give you? Connect with Shep on LinkedIn.

Customer Service 65

Customer Service Hospitality Customer Centricity B2C 65

Up Your Service

JANUARY 22, 2018

The most common question we hear when launching service excellence training programs inside large organizations is: “Do leaders really need to attend these workshops?”. This raises a different and more important question for senior leaders: Do you seek to achieve service improvement in specific departments of the organization?

Training 61

Training Culture Leadership Tools 61

ShepHyken

AUGUST 30, 2017

He was conducting a half-day customer service workshop, and during a break, the client, who happened to be the president of the company, walked up to Ted and congratulated him on doing a great job. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Customer Service Training 112

Customer Service Training Course Customer Service Training 112

Up Your Service

JUNE 18, 2018

Your Service Active Learning Toolbox , you will generate active participation at all your training sessions, with even the most reserved students or the most conservative cultures excited and engaged. You can use the toolbox in your workshops, for quick icebreakers, and even for any longer-term educational programs.

Case Study 40

Case Study Exercises Training Culture 40

Up Your Service

JUNE 18, 2018

Using Ron Kaufman’s Active Learning Toolbox , you will generate active participation at all your training sessions, with even the most reserved students or the most conservative cultures excited and engaged. You can use the toolbox in your workshops, for quick icebreakers, and even for any longer-term educational programs.

Case Study 40

Case Study Exercises Training Culture 40

ShepHyken

JANUARY 18, 2017

If you’re hiring someone that is going to do a lot of written correspondence with customers you need someone with good communication skills – a command of the English language, as in punctuation, spelling and grammar. There is an exercise we occasionally do in our workshops. That’s a skill. As you can imagine, we get lots of answers.

Customer Service 48

Customer Service Exercises Customer Focused Customer Service Training 48

Up Your Service

FEBRUARY 8, 2020

Other Articles you may enjoy: “Different People Value Different Things” by Ron Kaufman Service Leadership Workshop with Ron Kaufman and Marshall Goldsmith Five Best Practices for Creating Unbelievable Customer Experiences (eBook: 13 pages, free download). Book Ron Kaufman for your next event: [link].

Customer Service 69

Customer Service eBook Leadership Meeting 69

ShepHyken

OCTOBER 16, 2023

Amazon (AWS) is using AI as an opportunity to assist their agents and create better self-service experiences for their customers. How Do Your Customers Experience Your Company Culture? So, how about we extend that value-based culture approach to our customer experience? Connect with Shep on LinkedIn.

Customer Service 12

Customer Service Self Service Customer Centricity Culture 12

Comm100

NOVEMBER 3, 2017

For this reason, successful social media training starts with an analysis of staff’s existing skills, so that you will know what training each person needs. How you train your social media team – face-to-face, video, interactive online training and so on – should be chosen based on the culture and circumstances of the organization.

Social Media 112

Social Media Course Training Marketing 112

ShepHyken

MAY 22, 2023

To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers. These perceptions are symptoms of culture problems — and in a competitive market, leaders can’t afford to deliver mediocrity to clients.

Loyalty Programs 13

Loyalty Programs Customer Service Social Media Culture 13

Comm100

OCTOBER 8, 2016

Special workshops and events. Your customer service team is the main point of contact for the majority of your customers. As the face of your organization, they either lay the foundation for a strong retention culture, or drive customers away for good. Proactively reach out to loyal customers.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

ShepHyken

JULY 10, 2023

For many, the cycle of recruiting, hiring, onboarding, and training amounts to a revolving door. At that rate, it’s especially challenging to cultivate a culture that prioritizes customer experience excellence that consistently delivers memorable wow moments. Connect with Shep on LinkedIn.

Customer Service 12

Customer Service Tips Social Media Consumers 12

Storyminers

JULY 6, 2020

He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops. You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet.

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. You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

DECEMBER 10, 2023

Developing Customer Success through a Culture of Trust by Gabrielle Lukianchuk (Fast Company) “Trust your gut”—a saying that most of us will be told in our lifetime, and indeed a mantra that many people still use to make even life-changing decisions. Connect with Shep on LinkedIn.

Customer Service 62

Customer Service Contact Center Customer Retention Video 62

SmartKarrot

FEBRUARY 15, 2022

Adrian Swinscoe is a globally recognized customer experience consultant specializing in customer service tactics to help businesses succeed. Through his blog, workshops, and keynote presentations, Swinscoe emphasizes the importance of customer-centricity in bridging the gap between help and experience. Nick Mehta.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Michel Falcon Experience

JANUARY 10, 2019

It’s likely that you clicked through to read this post because you want new customer service ideas, not the same old run of the mill concepts that have been suggested by everyone else online…am I right? Have fostered a company culture where we promote new ideas. Do all of them get put into action? Not all, but many do!

Training 151

Training Customer Service How To Employee Engagement 151

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