ShepHyken

AUGUST 1, 2018

It may not have been his fault, but that doesn’t mean he couldn’t accept the responsibility of managing the experience. Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. “I don’t make them. I just serve them.” A simple apology is a good start.

Customer Service Training 90

Customer Service Training Training Customer Experience Customer Focused 90

ShepHyken

FEBRUARY 18, 2019

Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. Customer Experience & Customer Service Stats from 2018 and Predictions for 2019 by Jake Michaels. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 61

Customer Service Retail Ecommerce Trends 61

ShepHyken

MARCH 14, 2018

Customers hate to be told they’re wrong. “I Customers don’t care whose fault it is, they just want someone to help. I’ll get the manager, but he’ll tell you the same thing.” What, too busy to take care of your customer? I wasn’t here when that happened. It’s not my fault.” Why don’t we wait and see?

Wait Times 109

Wait Times Customer Service Training Customers Customer Service 109

ShepHyken

JUNE 20, 2018

Embrace technology – There are some awesome technologies out there that allow you to better connect with your customers and provide them a better customer experience. Chatbots, when used properly can give your customers quick answers to their most common questions. For information, contact 314-692-2200 or www.hyken.com.

Customer Service 98

Customer Service Social Media Chatbots Customer Relationship Management 98

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. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

ShepHyken

SEPTEMBER 5, 2018

Eventually, I came back into the warm building and my manager asked me what I had just done. He then said, “Son, we’re a self-service gas station. That means our customers pump their own gas. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Self Service 90

Self Service Customer Service Training Training Customer Service 90

ShepHyken

MAY 10, 2017

Don’t make a statement to a customer you can’t deliver on. This is about managing expectations. 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.

Hotels 103

Hotels Customer Service Training Course Training 103

ShepHyken

DECEMBER 24, 2018

After being rude and hanging up on the customer, the manager stepped in and gave support – to the customer and the employee. This story sets up an important lesson that reinforces the power that managers and leaders have to influence (positively) an employee’s future. This article focuses on empowerment.

e-support 89

e-support Customer Service Loyalty Data 89

ShepHyken

AUGUST 16, 2017

And, just as important, how could the manager or the chef not inform the frontline staff of the soup of the day or any other specials they need to know about? Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. How could he or she not know? So, here is a little homework.

Training 83

Training Customer Service Training How To Loyalty 83

ShepHyken

NOVEMBER 14, 2016

ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. Customers don’t want channel choice. Consistent CX is the road to Customer Success by Sofia Sapojnikova.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

ShepHyken

JULY 27, 2016

Customer Service Training. There is an old customer service saying that has to do with whenever someone disagrees with a customer: You’re not trying to win an argument. You’re trying to win a customer. You really can’t win an argument with a customer. It’s not that the customer is always right.

Exercises 48

Exercises Customer Service Training Automotive Training 48

ShepHyken

APRIL 25, 2018

And, they didn’t get there by disappointing their customers. On the contrary, they are very customer-focused, and this story is a perfect example. Moment of Magic #2: The manager acknowledges the mistake and apologizes, and then offers up a solution. Well done Mr. Panera Manager!). That was steps four and five.

Customer Confidence 63

Customer Confidence Customer Service Training Course Customer Service 63

ShepHyken

DECEMBER 9, 2019

That also means more customer service issues to deal with. This excellent article has a list of six best-practices for properly managing the increase of customer contacts during the busy season. Customer-first: Lessons From Small Town Shop by Natalya Bucuy. Act like a small business! Follow on Twitter: @Hyken.

Customer Service 71

Customer Service Airlines Call Center Case Study 71

ShepHyken

AUGUST 31, 2016

So maybe the people at Headsets.com aren’t dealing with sensitive information like a bank or insurance company, but the point is once you have given any information to a customer support rep, you shouldn’t have to repeat it again. so that the next person doesn’t have to ask the customer to repeat the story. Follow on Twitter: @Hyken.

Insurance 90

Insurance Customer Relationship Management Banking Customer Service Training 90

ShepHyken

AUGUST 14, 2017

And with new developments in technology, including buzzwords like cognitive computing, machine learning, and VR, merging human interaction with AI is seeming to be more and more likely the solution for managing customers needs. My Comment: Will Artificial Intelligence (AI) AI take away jobs in the customer service industry?

Customer Service 79

Customer Service Retail Airlines Innovation 79

ShepHyken

SEPTEMBER 10, 2018

Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. Forbes) In today’s disruptive business economy, in order to create distinctiveness for a brand online, it is imperative to have social customer care that is more than good — or even great. It must be legendary.

Customer Service 13

Customer Service Social Media Poor Customer Service Customer Care 13

ShepHyken

OCTOBER 14, 2019

Its nothing you wouldn’t expect from a company recognized for being truly customer-focused. 4 Ways to Celebrate Customer Service Week by Whitney Puidokas. Here are the four ways we celebrated the hard work our Customer Care team puts in every day. Follow on Twitter: @Hyken.

Customer Service 19

Customer Service Customer Centricity Customer Service Training Customers 19

SmartKarrot

FEBRUARY 15, 2022

Adam Toporek is a globally-recognized keynote speaker on customer experience. He is known for his ability to help firms reimagine their customer care. He is the owner of CTS Service Solutions, a customer experience firm that grew out of his blog ‘Customers That Stick.’ Here is the list for you – 1.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

MAY 2, 2022

The True Costs of Bad Customer Experience Management by Brittany Hodak. No matter your industry, your customers can find another option out there. If you aren’t willing to take customer experience management seriously, odds are someone else will. My Comment: What will bad customer experience management cost you?

Customer Service 70

Customer Service Social Media NPS Customer Experience Management 70

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

AUGUST 5, 2019

Everyone talks about providing best-in-class customer experiences, about CRM strategies and solutions, and about the vital role CRM plays in catapulting companies forward as marketplace demands intensify. My Comment: CRM (Customer Relationship Management) is an important part of the customer experience.

Self Service 105

Self Service Customer Service CRM Infographics 105

ShepHyken

DECEMBER 2, 2019

There’s a lot of research indicating customer satisfaction and loyalty rises when employees enjoy their jobs and workplace. My Comment: The secret to having happy customers is having happy employees. Consider data, stock/inventory management, customer care and the Internet of Things (IoT).

Customer Service 20

Customer Service Infographics Culture Retail 20