ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. Here are my top five picks from last week.

Customer Service 73

Customer Service Metrics Social Media Retail 73

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. Airline Customer Service Improved In 2020.

Customer Service 156

Customer Service Airlines Tips Customer Service Strategies 156

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. by Tracey Ruff.

Self Service 127

Self Service Customer Service Customer Journeys B2B 127

ShepHyken

DECEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. A good customer support experience drives loyalty. (We Customer Experience by Tyler Gallagher.

Customer Service 70

Customer Service Hospitality Contact Center Loyalty 70

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. The gold in the article is his simple three-step approach to building a customer-focused culture. It’s no easy task, as customers’ wants and needs move quickly. Today, most customers want speed.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

OCTOBER 24, 2022

Each week, I read many customer service and customer experience articles from various resources. My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. (Dan Dan Gingiss) Why do customers love certain brands but not others? Then read this article.

Customer Service 52

Customer Service Retail Course Customer Service Training 52

ShepHyken

MAY 6, 2019

Each week I read a number of customer service and customer experience articles from various resources. 4 Reasons Customer Service Ratings Matter More Thank You Think by Team Support. Team Support) Feedback matters in the customer-centric era of business we work in. Follow on Twitter: @Hyken.

Customer Service 115

Customer Service Loyalty Customer Centricity Customer Service Training 115

ShepHyken

JULY 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways To Improve A Customer’s User Experience by Forbes Technology Council . My Comment: How do you deliver a better customer experience? Why is customer service training so important?

Customer Service 78

Customer Service Customer Service Training Airlines User Experience 78

ShepHyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. Fred Reggie) Take a look at your business and ask yourself, “Does our business serve our customers or does it serve us?

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. I love customer service statistics , and this short article has several. The headline is a fun one.

Customer Service 65

Customer Service Loyalty Programs Loyalty Competitive Advantage 65

ShepHyken

NOVEMBER 30, 2022

The dance is the metaphor for your business, and what got them to the dance is why customers keep doing business with you.? . The point of this is to think about changes you make that aren’t customer-focused. Any change, even if you think the customer will like it, could be opposed and cause friction.

Policies 120

Policies Customer Focused Customer Service Training Software 120

ShepHyken

JUNE 22, 2022

He hired a salesperson, Lila, who, in his words, “Lived only to provide excellent customer service.”?As As part of the sales process, the salesperson had to get the customer’s information. One afternoon he overheard Lila asking her happy customer, “Where do you live at?” Regardless, I hope you appreciate this story. .

Customer Service Training 134

Customer Service Training Training Retail Communication 134

ShepHyken

MARCH 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways AI can Revolutionize Customer Experience by Vandita Grover. MarTech Advisor) Customer Experience (CX) is a competitive differentiator and driving force for a business’ success. Follow on Twitter: @Hyken.

Customer Service 101

Customer Service e-support Guidelines Social Media 101

ShepHyken

OCTOBER 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. Great Customer Experience Means Consistent Customer Service by Glenn Pasch.

Customer Service 88

Customer Service Automotive Tips Feedback 88

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. CXAPP) Building Engagement is About Fostering More Productive, Loyal and Happy Employees. Follow on Twitter: @Hyken.

Customer Journeys 105

Customer Journeys Customer Service Employee Engagement Exercises 105

ShepHyken

DECEMBER 28, 2022

Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience. Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. . Excellent customer service lies in flexibility. Be customer focused.

Fashion 132

Fashion Guidelines Policies Customer Service Training 132

ShepHyken

JULY 31, 2017

Each week I read a number of customer service and experience articles from various online resources. My Comment: My friends at Customer Gauge have come out with another NPS (Net Promoter Score) post featuring benchmarks from the Tech industry. Great insights from Customer Gauge. Here are my top five picks from last week.

Net Promoter Score 0

Net Promoter Score Customer Service Hotels Effort Score 0

ShepHyken

FEBRUARY 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Can awful airline customer service be overridden with AI and analytics? This article by Scott Kendrick of Callminer is about how the airlines are using (or should be using) AI to support their customers.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

ShepHyken

APRIL 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why Anxious Customers Prefer Human Customer Service by Michelle A. Service Transformation Must Come From the C-Suite by Dr. Natalie Petouhoff. Here are my top five picks from last week.

Self Service 77

Self Service Customer Service Competitive Advantage Case Study 77

Vonage

JUNE 23, 2017

It turns into a positive and interactive customer experience. This customer experience is what the new form of marketing is about. I used to preach – and still do – that customer service is the new marketing – some of your best marketing. I still believe that customer service is the new marketing.

Customer Experience 193

Customer Experience Marketing Advertising Customer Service Training 193

ShepHyken

OCTOBER 20, 2021

I was recently answering a question from a young customer service agent. One thing I suggested was that he follow up his conversation with a customer with a thank-you note. Instead, he texted the thank-you to his customer. . Years later, we occasionally reminisce about the old typewriter. Technology has evolved.

Fashion 153

Fashion Customer Service Training Technology Communication 153

ShepHyken

MAY 18, 2022

That said, the cast members are trained to enthusiastically answer either question as if it were the first time they ever were asked. . The lesson is simple and reminds me of what I share in our customer service workshops: “No question is a dumb question.” Why didn’t he say that in the first place? It’s okay.?And

Customer Service Training 120

Customer Service Training Training Customer Service Communication 120

ShepHyken

MAY 4, 2022

I asked Bailee where she learned to engage with her customers at that level. That’s where so much of customer service comes from – what our parents teach us. Take a lesson from Bailee and say something nice at the beginning of every conversation with a customer, colleague, friend, or family member.? .

Airlines 129

Airlines Customer Service Training Course Engagement 129

ShepHyken

JUNE 22, 2020

Each week I read a number of customer service and customer experience articles from various resources. This Harvard Business School article recognizes that customers may be “less able and less willing to spend than before,” and answers the question, “How should you re-engage with them?”. by Mike Roberts.

Customer Service 56

Customer Service Retail Tips Customer Service Training 56

ShepHyken

MAY 15, 2017

Each week I read a number of customer service and experience articles from various online resources. There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. . Josh Linkner) In these highly competitive times, it’s become increasingly difficult to hold onto customers.

Customer Service 69

Customer Service Airlines eBook Loyalty 69

Blake Morgan

JANUARY 20, 2022

His blog, Customers That Stick, features interviews with top CX leaders and answers common customer-related questions. . He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Adrian Swinscoe . Annette Franz . Bill Quiseng .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Related: How to Improve Customer Service Training with Simple Metrics.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

DECEMBER 21, 2016

I bring up the holidays as an example when many companies ramp up their customer service. Last year Walmart recognized a big “friction point” with customers was waiting in long lines to check out, so they made a public statement that they would staff all checkout lanes to help make the wait shorter. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Wait Times Customer Service Training Sales 48

ShepHyken

JULY 27, 2022

You’ll notice more customer engagement, employees will evangelize your brand, and even more importantly, they will stay! . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Be purposeful about what makes your company a great place to work.

Culture 67

Culture Employee Experience Customer Service Training Training 67

ShepHyken

JULY 31, 2017

Each week I read a number of customer service and experience articles from various online resources. Apple, with an incredible score of 89, is the darling of customer service, not just for the tech industry, but any industry. This time he shares three simple ideas on the hot topic of customer engagement.

Net Promoter Score 52

Net Promoter Score Customer Service Hotels Effort Score 52

ShepHyken

MARCH 28, 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. All they want to know is what awaits them at their metaphorical destination. Follow on Twitter: @Hyken

Transportation 65

Transportation Sports Customer Service Training Customers 65

ShepHyken

APRIL 7, 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. Avoid uncertainty. Avoid inconsistencies. Avoid confusion! Follow on Twitter: @Hyken.

Retail 139

Retail Customers Customer Service Training Examples 139

ShepHyken

OCTOBER 17, 2018

Engagement: This starts with having active conversations with your customers, in person and online via the Apple website, social media or any other way the customer and Apple can engage with each other. How do you connect with your customers? You can’t answer with “Because we have great customer service.”

How To 121

How To Social Media Customer Care Brands 121

ShepHyken

SEPTEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. My Comment: The contact center can be the focus of how a customer rates a company’s customer service. Take Starbucks as an example.

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

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

DECEMBER 13, 2017

Some customers might suggest product improvements. Some might share an idea of how to deliver better customer service. Every time a customer gives a thoughtful answer to this question, they are giving you a gift. And, be sure to pay extra close attention to the customers who rate you highest.

Customer Service Training 95

Customer Service Training Training System Customer Service 95