ShepHyken

MAY 27, 2020

I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Video 127

Video Customer Service Training Training Customer Service 127

ShepHyken

MAY 5, 2021

The effort a customer makes to get the problem resolved – hopefully, it’s minimal effort – is ideally rewarded with an acceptable and expected resolution. In other words, if there is a problem, customers expect it to be handled appropriately, and when it is, they are usually happy to continue doing business with you.

Customer Service Training 151

Customer Service Training Customer Service Customer Experience Training 151

ShepHyken

OCTOBER 24, 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.

Customer Service Training 139

Customer Service Training Video Course Customer Service 139

ShepHyken

NOVEMBER 23, 2022

Just do what is expected. When you consistently do what the customer expects, they will say, “They are amazing!” Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. and “I’ll be back!” . Follow on Twitter: @Hyken.

Meeting 71

Meeting Customer Service Training Customer Expectations Customer Service 71

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. Redesign current processes and services.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

ShepHyken

MAY 10, 2021

(Fast Company) As the adoption of digital channels skyrockets, the businesses able to thrive are the ones that understand their customers’ needs and struggles. My Comment: I love the way this article starts: “The last 12 months have been a crash course in customer experience for business leaders.” That’s where empathy comes in.

Customer Service 152

Customer Service Net Promoter Score Self Service Knowledge Base 152

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jeff is truly obsessed with customer service. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

MARCH 2, 2020

More than ever, it’s important to not just get new customers, but keep the customers you have. Forbes) Customer expectations often come down to one word: instant gratification. 6 tips for building an effective customer focus strategy by Hannah Wren. Zendesk) The good news is that customer focus can be improved.

Customer Service 105

Customer Service Hospitality Hotels Loyalty 105

ShepHyken

SEPTEMBER 1, 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. I challenge you to accept that fact and to do business accordingly.? .

B2B 141

B2B Comparison Healthcare Customer Service Training 141

ShepHyken

OCTOBER 25, 2021

This article emphasizes that customers may not be so quick to want to use an automated or digital system. Our customer service research indicates that 59% of customers prefer to go to the phone or email over digital channels. Read this article and learn more about what customers expect.

Customer Service 143

Customer Service Loyalty Programs Chatbots Loyalty 143

ShepHyken

FEBRUARY 8, 2021

Love (in the metaphorical sense) and appreciate your customers year-round. Key 2020 holiday shopping takeaways: It’s imperative to adapt as customer expectations evolve by Tara Bartley and Ashitha Bhanu. With so many articles that are focused on retail and consumers, it’s nice to get a deep dive on the B2B side.

Customer Service 94

Customer Service Self Service B2B Retail 94

ShepHyken

DECEMBER 16, 2020

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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Company 148

Company Customer Service Customer Service Training Customers 148

ShepHyken

SEPTEMBER 20, 2017

In other words, it is our customers’ perceptions that determine if we’ve provided good or bad customer service. The customer acts as the judge and jury. As a business, we can only hope that our efforts are in line with our customers’ expectations. Take this week to tweak the service. Talk about it.

Customer Service 105

Customer Service Customer Expectations Training Customer Service Training 105

ShepHyken

MAY 31, 2021

Traditional e-commerce, mobile commerce (m-commerce), and social commerce (s-commerce) each have their own customer expectations that merchants must meet in order to stay competitive. My Comment: I’ve said for years that customers keep getting smarter when it comes to customer service and experience.

Customer Service 130

Customer Service Effort Score e-support Chatbots 130

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 64

Transportation Sports Customer Service Training Customers 64

ShepHyken

DECEMBER 25, 2019

Being understaffed means potentially irritating customers when they don’t get the service they’re used to. Recognize the opportunity you have with new customers. When customers receive great service during busy times, they know that less frantic times will be just as good, if not better. Follow on Twitter: @Hyken.

Self Service 115

Self Service Retail Chatbots Customer Service Training 115

ShepHyken

JUNE 19, 2019

Proactiveness: With today’s technological capabilities, why should a customer have to reach out for help to begin with? In many instances, companies can know a customer is having problems before the customer does. Predictive support will soon become a customer expectation. Follow on Twitter: @Hyken.

Self Service 131

Self Service Customer Service Conference Customer Service Training 131

ShepHyken

AUGUST 26, 2019

Are You Meeting & Exceeding Customer Expectations? Teresa Allen) My new customer service keynote, A 2020 Service Strategy to Grow Your Business focuses on 5 specific strategies. Today’s article focuses on Step ONE. There’s a big difference. by Teresa Allen.

Customer Service 105

Customer Service Advertising Strategy Customer Service Training 105

ShepHyken

JUNE 17, 2018

The author of this excellent article uses Southwest Airlines as an example of a company that has created such a great relationship with their customers (passengers) that they give the airline the benefit of the doubt and “cut them slack” when things go wrong. If you want to meet those expectations, there are trends that you can’t ignore.

Customer Service 83

Customer Service Airlines Tips Retail 83

ShepHyken

DECEMBER 31, 2018

The statistic that Greg Hanover, the author, shares at the beginning of the article is that (according to PwC), consumers are willing to pay up to 16% more for better customer service. An interesting article on how to meet, if not exceed customer expectations. Follow on Twitter: @Hyken.

Customer Service 95

Customer Service Touchpoint Customer Centricity Customer Service Training 95

ShepHyken

NOVEMBER 21, 2018

People need to know they can count on your product, not just your customer support department. Customer Service and Support: It’s a given that everyone in your organization will deliver a level of customer service that meets, if not exceeds your customers’ expectations. Follow on Twitter: @Hyken.

Loyalty 130

Loyalty Customer Service Training Customers Tips 130

ShepHyken

FEBRUARY 19, 2023

The gold in the article is his simple three-step approach to building a customer-focused culture. The Six Degrees of Customer Experience by Computerworld (Computerworld) How do you create an outstanding customer experience? It’s no easy task, as customers’ wants and needs move quickly.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

SEPTEMBER 21, 2020

My Comment: Want to meet – and even exceed – your customers’ expectations? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 94

Customer Service Employee Experience Touchpoint Customer Centricity 94

ShepHyken

APRIL 4, 2018

None of these companies or people may be in your industry, but they can be your benchmark for amazing customer service – service that is not based on customer expectations for your industry, but expectations from the best people and companies they’ve ever encountered. Follow on Twitter: @Hyken.

Advertising 97

Advertising Customer Service Training Customer Expectations Industry 97

ShepHyken

AUGUST 1, 2022

Jeannie Walters, customer experience expert, shares the how and why behind the changing B2B customer expectations that are starting to look more and more like the expectations of the B2C customer. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 69

Customer Service B2C B2B Guest Experience 69

ShepHyken

SEPTEMBER 5, 2022

4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answered and their goals accomplished.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

ShepHyken

SEPTEMBER 7, 2020

Customer Experience or Customer Engagement – what’s the difference and how do you truly engage? CustomerThink) Customer experience is traditionally focussed on flexing what you do to meet customer expectations. My answer is that customer engagement is what can enhance the customer experience.

Customer Service 91

Customer Service Customer Retention Feedback Customer Centricity 91

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. What Is Excellent Customer Service? We know customers expect it, but just what does it look like to deliver exceptional service?

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

NOVEMBER 8, 2021

7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2) G2) Effective customer conversations help meet customer expectations while building trust and loyalty toward your brand and products. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 88

Customer Service Retail Interaction Hospitality 88

ShepHyken

MAY 17, 2021

Customer Empathy: Four Data Points for Understanding How the Pandemic Has Impacted the Customer Experience (CX) by Janelle Estes. eWeek) The data points in this article can help companies gain a better understanding of how the pandemic has affected CX, and what they can do to meet and exceed customer expectations now and in the future.

Customer Service 78

Customer Service Customer Retention Tips Brands 78

ShepHyken

JANUARY 14, 2019

My Comment: Here’s a list of ten strong tips to help you and your organization become more customer focused. One I’ve been talking about since the begging of my career in customer service and CX is number nine, which is speed and urgency. Today, more than ever, customers expect a fast response.

Customer Journeys 92

Customer Journeys Customer Service Sports eBook 92

ShepHyken

AUGUST 19, 2019

9 Customer Service Mistakes You Need to Stop Making by Kinga Odziemek. (G2 G2 Crowd) Providing great customer service is not a choice or luxury; it’s a standard your customers expect. Well, here are nine “how to not’s” to consider in your customer service strategy.

Customer Service 116

Customer Service Leadership Ecommerce Culture 116

ShepHyken

NOVEMBER 22, 2021

Tidio) We decided to take a closer look at customer expectations about this hot period in the retail sector and how businesses can prepare. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Some of these might make you even laugh out loud!

Customer Service 82

Customer Service Retail Competitive Advantage Tips 82

ShepHyken

MARCH 25, 2019

My Comment: A company that is known for its amazing customer service has it baked into its culture. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values. My Comment: If you want to win the customer service “game,” then you must practice the fundamentals.

Customer Service 106

Customer Service Competitive Advantage Trends Culture 106

ShepHyken

JANUARY 17, 2022

My Comment: If you want to create a strong customer experience, you must understand your customers – enough to know what they want, even before they know themselves. This article touches on serval areas about your customer’s journey you want to explore to create an experience that meets and exceeds customers’ expectations.

Customer Journeys 67

Customer Journeys Customer Service Retail Touchpoint 67

ShepHyken

OCTOBER 11, 2021

Here are the four best ways to make sure your customer service is top-notch in 2021. My Comment: This article hits on some of the basics of a great customer experience. And, it’s not about being “over-the-top,” but simply doing what customers expect. It’s a philosophy to be embraced by everyone in an organization.

Customer Service 71

Customer Service Hospitality Rewards Programs Self Service 71

ShepHyken

JUNE 7, 2017

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. The post What Has Changed in Customer Service? Follow on Twitter: @Hyken.

Customer Service 113

Customer Service Self Service Social Media Customer Service Training 113