ShepHyken

SEPTEMBER 9, 2020

Never lose sight of what the customer expects. Meeting that expectation may be all you have to do to surprise and delight. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com.

Customer Service Training 134

Customer Service Training Training Customer Service Customer Expectations 134

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.

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Customer Service Training Video Course Customer Service 141

ShepHyken

NOVEMBER 8, 2021

(destinationCRM) In a provocative Harvard Business Review article, researchers from the Corporate Executive Board (CEB) argued in 2010 that companies should Stop Trying to Delight Your Customers, because “wowing” customers was a losing strategy. 4 Customer Experience Strategies Inspired By Vincent Van Gogh by Chip Bell.

Customer Service 91

Customer Service Retail Interaction Hospitality 91

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.

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Meeting Customer Service Training Customer Expectations Customer Service 73

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. This article reminds us that with the right mindset and strategy, we are looking at an opportunity.

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Customer Service Self Service B2B Retail 97

ShepHyken

SEPTEMBER 21, 2020

Customer Service Guide to Revenue Generation by Gladly. Gladly) Turn your customer service department from a cost center into a revenue generator with these radically personal customer experience strategies from this guide. My Comment: Want to meet – and even exceed – your customers’ expectations?

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Customer Service Employee Experience Touchpoint Customer Centricity 94

ShepHyken

AUGUST 19, 2019

The idea is that putting the customer before the sale is a good strategy. This article reminds of this strategy. Satisfied customers or profit. 9 Customer Service Mistakes You Need to Stop Making by Kinga Odziemek. (G2 If live chat and chatbots are part of your customer service strategy, read this article.

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Customer Service Leadership Ecommerce Culture 118

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 99

Advertising Customer Service Training Customer Expectations Industry 99

ShepHyken

MAY 17, 2021

How to Nurture Your Online Customers And Turn Them Into ‘Brand Evangelists” by Peggy de Lange. (B&T) B&T) Building a connection with existing customers is just as integral to any marketing strategy as winning new ones, but how do we turn customers into spokespeople for our brands?

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Customer Service Customer Retention Tips Brands 80

ShepHyken

NOVEMBER 22, 2021

15 Tips For Improving Your Customer Experience Strategy by Forbes Communications Council. Forbes) If you’re seeking to better understand how your customers feel and think about your business so that you can improve how they experience it, see the expert tips below. My favorite is… Well, I like all of them.

Customer Service 85

Customer Service Retail Competitive Advantage Tips 85

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.

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Customer Service Chatbots Culture Customer Service Training 62

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.

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Customer Service Touchpoint Customer Centricity Customer Service Training 98

Integrity Solutions

OCTOBER 27, 2021

Differentiating on service isn’t just a smart strategy for growth; increasingly, it’s a survival strategy. In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service. Customers want empathy.

Customer Service 65

Customer Service Self Service Banking Culture 65

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. Human-Centered Customer Support by HubSpot & HelpScout. by Ricardo Saltz Gulko.

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Customer Service Competitive Advantage Trends Culture 108

ShepHyken

JANUARY 17, 2022

John shares six important ways to create a company focused on customer service. 7 Effective Ways to Improve Your Customer Experience Strategy by Vineet Gupta. Business 2 Community) Customer experience or CX is a significant driver of your company’s success. You need to read this article now!

Customer Journeys 67

Customer Journeys Customer Service Retail Touchpoint 67

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.

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Net Promoter Score Customer Service Hospitality Hotels 67

ShepHyken

APRIL 25, 2022

Now, as customers start to engage with brands more holistically again, interacting both in-person and virtually, organizations across all sectors need to ensure they are able to meet customer expectations at every touch-point to retain their customers. When a customer takes the time to download an app, it’s a commitment.

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Customer Service Loyalty Programs Loyalty Competitive Advantage 65

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

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Transportation Sports Customer Service Training Customers 65

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.

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Customer Journeys Customer Service Sports eBook 94

ShepHyken

FEBRUARY 26, 2023

Here you will be reminded of eight common-sense ideas to help you and your team deliver a better service experience. Customer Retention Strategies for Driving Loyalty in Uncertain Times by Rich Hein (CMSWire) One thing all businesses can bank on in the future is that things will be more uncertain and unpredictable than ever before.

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Customer Service Call Center Ecommerce Call Center Experience 62

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 more than a strategy. Same for CX.

Customer Service 73

Customer Service Hospitality Rewards Programs Self Service 73

ShepHyken

JANUARY 3, 2018

With that in mind, I’d like to share five customer service tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year. The customer expects more than ever. I’ve written books on many, many more ideas, tactics, and strategies.

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Customer Service Self Service Tips Social Media 112

ShepHyken

OCTOBER 12, 2020

My Comment: Let’s start this week’s Top Five with one of the hottest topics in customer service and experience, and that’s empathy. The author includes five customer loyalty strategies, the first one being empathy. She refers to a deep understanding of your customer as radical empathy. That’s what caught my eye.

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Customer Service Loyalty Airlines Meeting 79

ShepHyken

JUNE 15, 2020

The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? And one of the biggest factors contributing to revenue is customer loyalty. My Comment: This is a report you’ll have to download, so if you’re interested in customer loyalty (and who isn’t), then this is for you. by Retail TouchPoints.

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Customer Service Touchpoint Retail Loyalty 75

ShepHyken

AUGUST 6, 2018

Create a personalized experience will help eliminate price resistance (and the customer may even pay more). Try These New Customer Service Social Media Strategies by Christopher Elliott. Forbes) If you want better customer service — and who doesn’t? Those are just two of the seven ideas.

Customer Service 67

Customer Service Social Media Culture Tips 67

ShepHyken

AUGUST 13, 2018

Traditionally customers called. Your customers expect it, so don’t fight it. 9 Ways to be a Never-Ending Student of Service by Steve DiGioia. My Comment: Want to get better at customer service? Keep learning and stay at the top of your customer service game. Now they like to text.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

OCTOBER 23, 2017

(Huffington Post) High performing customer service organizations are changing and redefining performance metrics to better align how they measure service delivery success to their customer expectations, according to the worldwide state of customer service research by Salesforce.

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

ShepHyken

AUGUST 20, 2018

Domino’s Pizza Serves Up Innovations In Customer Experience (CX) To Drive Business Growth b y Brian Solis. Forbes) Businesses must now understand customer expectations as they continue to rise as a function of customer relationships with technology. Follow on Twitter: @Hyken.

Customer Service 69

Customer Service B2B B2C Innovation 69

ShepHyken

JULY 6, 2020

Salesforce surveyed over 3500 consumers around the world to understand how to give the best customer service in the midst of the COVID-19 pandemic. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. There is plenty of great information here to get you thinking.

Customer Service 66

Customer Service Healthcare Customer Journeys Feedback 66

ShepHyken

APRIL 3, 2017

My Comment: When employees are treated the right way, they treat the customers the right way. The concept of internal customer service is important, yet it is often overlooked as part of the customer service and experience strategy. Want Loyal Customers? by AJ Agrawal . Follow on Twitter: @Hyken.

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

FEBRUARY 27, 2017

The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. RIS) In today’s omnichannel climate where differentiation is increasingly difficult and customer expectations are heightened, customer service is critical for delivering differentiated shopping experiences. Learn what they are doing right.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

Eptica

FEBRUARY 19, 2019

How do you get the word always to be part of your customers’ description of you? Customers expect, at the very least, to be treated with courtesy and professionalism. Respect your customers’ time. What’s important is having a system in place to fix the problem and restore the customer’s confidence.

Loyalty 109

Loyalty Customers Knowledge Base Customer Service Training 109

ShepHyken

AUGUST 22, 2016

(TheKiniGroup) Here are 45 different ways for your team to reduce churn, at every step of the customer management process. My Comment: Losing customers is obviously not a good business strategy. This article lists 45 ways to push down your “customer churn rate.” For information contact or www.hyken.com.

Customer Service 0

Customer Service Customer Retention Customer Service Training Customer Expectations 0

ShepHyken

JANUARY 23, 2017

Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Let’s look at three ways you can use marketing and customer experience to engage your customers. by Mindi Rosser. For information contact or www.hyken.com.

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Self Service Social Media Customer Service Fashion 48

ShepHyken

AUGUST 23, 2021

This article, while focused on retail, has application to any industry. Reducing friction creates efficiencies, not only for the customer but also the business. Customers expect an easy and convenient experience with anyone they do business with. It’s about customer service training. Just kidding!

Customer Service 18

Customer Service Customer Service Training Loyalty Programs Loyalty 18

ShepHyken

AUGUST 7, 2017

Is The Customer Service “Department” Becoming Obsolete? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers. by Mike Wittenstein. For information contact or www.hyken.com.

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Customer Service Social Media Chatbots Ecommerce 58

ShepHyken

MARCH 12, 2018

When it comes to customer service and CX, you no longer compete against your direct competitor. You compete against anyone that has provided your customer a great experience. Your customers’ expectations are h igher than ever. New Report: Which Brands Deliver the Best Customer Experience? by Alex Jones.

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Customer Service Social Media Case Study Customer Service Training 39