ShepHyken

SEPTEMBER 29, 2022

The CEO has sent out videos, regularly schedules town hall meetings, and shares best-of-the-best examples of how team members are creating amazing experiences and Moments of Magic® for their colleagues and customers. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service Training 127

Customer Service Training Training Video Customer Experience 127

ShepHyken

SEPTEMBER 14, 2022

Despite customers complaining and leaving, they elect not to invest in the people and tools it takes to meet the needs and expectations of their customers. . The company wants to deliver a better service experience but can’t seem to make it happen. The post Bad Customer Service Isn’t the Problem.

Culture 108

Culture Customer Service Poor Customer Service Leadership 108

ShepHyken

AUGUST 18, 2021

Let’s assume that at least two airlines meet my needs and have availability. Knowing your customers better than your competition knows them may be the differentiator that earns you their business. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

ShepHyken

SEPTEMBER 15, 2021

I’ve met financial advisors, attorneys, and architects who will charge you for the first meeting with them. And maybe that idea is so good that customers would pay you for the privilege of doing business with you, even if they don’t have to.? . The post Would Customers Pay to Do Business with You? Follow on Twitter: @Hyken.

Hotels 169

Hotels Customer Service Training Retail Financial 169

ShepHyken

AUGUST 21, 2019

The article made me think about how all businesses should have a “should have” list, especially if you want your customers to have a certain experience. I refer to this list as Customer-Focused Musts. For example, a restaurant’s customer-focused list could (and should!) It’s time—and you must get customer-focused

Customer Experience 129

Customer Experience Insurance Customer Focused Customer Service Training 129

ShepHyken

JANUARY 11, 2023

Most businesses today use technology to meet their customers’ needs. This comes in the form of streamlining processes, self-service customer support solutions and more. If you’ve followed my work, then this line should be familiar: What’s happening on the inside with employees is felt on the outside by the customer. .

Employee Experience 130

Employee Experience Customer Experience Self Service Call Center Experience 130

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 5, 2022

Unfortunately, Brian couldn’t leave home to meet her at the dealership. Create the experience that gets customers to not only buy today, but will also say, “ I’ll be back ” tomorrow. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken.

Sales 124

Sales Customer Service Advertising Customer Service Training 124

ShepHyken

JUNE 2, 2021

Think Like You’re Amazon: Some of the best competitive insights can come from asking your own people what they think about Amazon’s customer service and experience. Have a meeting and ask these two powerful questions: “What could Amazon do to take away our customers?” For information, contact 314-692-2200.

How To 135

How To Retail Advertising Customer Service Training 135

ShepHyken

FEBRUARY 17, 2021

Take a look at the process customers and employees go through with your organization. My suggestion is to have a team meeting to brainstorm different ER strategies. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. The post The ER Strategy 2.0:

Strategy 147

Strategy Customer Service Training Groups Customer Service 147

ShepHyken

MAY 22, 2019

I’ve seen customers scream at servers in restaurants, flight attendants on airplanes, and customer service reps – for things that they and their companies had no control over. Perhaps the customer had a flat tire on the way to an important meeting. That’s what the best customer-focused people do.

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Customer Focused Customer Service Training Customers Customer Service 133

ShepHyken

DECEMBER 1, 2021

So, how can you keep good employees, and keep them not only engaged with their jobs but also engaged with their customers? They also work for the company and the customer. Meet my friend, leadership expert Tim Durkin – he has an answer. He shared his 3-N strategy, and it’s simple. Is there a way to keep good people? .

Healthcare 127

Healthcare Customer Service Training Feedback Leadership 127

ShepHyken

DECEMBER 9, 2020

This could be at a weekly team meeting or even a quarterly event. 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.

Customer Service Training 145

Customer Service Training Leadership Survey Customer Service 145

ShepHyken

FEBRUARY 21, 2023

While many of those concepts are still valid today, it’s time to modify the list and give a few of the original reasons a facelift to bring them into current times. First, a reminder that an amazing customer experience isn’t about being over the top. It’s simply consistently meeting or (ever so slightly) exceeding expectations.

Customer Experience 68

Customer Experience Customer Service Training Customer Retention Loyalty 68

ShepHyken

DECEMBER 7, 2022

When a client is interested in engaging me to speak at their meeting, I’ll usually ask in our initial call, “Why is hiring a customer service speaker important to you at this time?”  . Our customers, not our competition, are the reason customer service is important to you. . Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Course Customer Satisfaction Customer Service Training 79

ShepHyken

APRIL 27, 2022

Many years ago, I had a client who almost didn’t hire me as a customer service keynote speaker. He had been reading my customer service articles for several years. We even had a conversation about his meeting. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Conference 68

Conference Customer Service Training Customer Focused Video 68

ShepHyken

JULY 27, 2022

There is a sense of pride when someone meets their goals. . Continual training keeps employees interested and helps build new skills. . Think about how many more you could uncover if you sat down with your team and had a focused meeting on this subject. . People love it when they get to do what they’re good at. .

Culture 68

Culture Employee Experience Customer Service Training Training 68

ShepHyken

JANUARY 24, 2018

Nayeli shared that Encore has a relentless focus on customer service, and part of their customer experience includes a “departure meeting” where they can personally thank clients and get feedback on the event they helped produce. The meeting is meant to create a memorable last impression for their client.

Hotels 101

Hotels Conference Meeting Fashion 101

ShepHyken

APRIL 18, 2023

In many of my customer service and CX keynote speeches, I’ll ask the audience to shout out the companies they love doing business with. Without fail, someone – usually many people – mentions Amazon. Amazon has educated its customer as to what a great experience looks like. Connect with Shep on LinkedIn.

B2C 65

B2C B2B Customer Service Training Retail 65

ShepHyken

MARCH 6, 2019

Even though the flight was later, I would still arrive in time for my meeting. The customer service agent was happy to accommodate my request. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Then I started to think. She rebooked me on the later flight.

Airlines 114

Airlines Customer Service Training Travel Training 114

ShepHyken

SEPTEMBER 11, 2019

It’s always a treat when I meet people who not only agree with my philosophies but take them a step further. I met Rodney at a conference where I was speaking about customer service. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Competitive Advantage 132

Competitive Advantage Conference Customer Service Training Course 132

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 to Look for In Customer Service Training Programs. An End-to-End Customer Service Strategy.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

DECEMBER 14, 2020

(strategy+business) The most effective customer strategies are grounded in active engagement, setting clear expectations and empowering users with options that suit their needs. My Comment: Customers have their own pre-defined expectations. Meeting them is obviously important. Then the secret to success is simple.

Customer Service 140

Customer Service e-support Ecommerce Trends 140

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 68

Customer Journeys Customer Service Retail Touchpoint 68

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. These are the ways to keep a competitor from disrupting your business and stealing away your customers.

Customer Service 109

Customer Service Advertising Strategy Customer Service Training 109

ShepHyken

OCTOBER 9, 2019

It sends the signal, true or not, that you think your time is more important than that of the others you meet with. 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.

Course 114

Course Customer Service Training Customer Service Training 114

ShepHyken

DECEMBER 18, 2019

Without any further delay, here are ten more ways to create a better customer experience in 2020. Create your customer service mantra. We often spend a month preparing for a full-day meeting to help our clients create their mantra. This is a big one. For those that don’t have one, now is the time to create one.

Customer Service 124

Customer Service Customer Experience Tips Social Media 124

ShepHyken

OCTOBER 3, 2018

On a recent trip to Africa, I had the pleasure of meeting the Governor of Oyo State, Nigeria, the Honorable Abiola Ajimobi. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. He had a commanding presence and shared many insightful thoughts. Follow on Twitter: @Hyken.

Customer Service Training 120

Customer Service Training Customer Service Customers Training 120

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 81

Customer Service Customer Retention Tips Brands 81

ShepHyken

JUNE 28, 2017

It was a major meeting for my friends at Volkswagen Australia. This was their Customer Experience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Customer Service Training 100

Customer Service Training Meeting Customer Service Interaction 100

ShepHyken

MAY 3, 2017

She suggested I pick up the phone and let everyone know they should hire me to speak at their next meeting. 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.

Interaction 93

Interaction Conference System Customer Service Training 93

ShepHyken

JUNE 4, 2018

Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. CustomerThink) Known in customer relationship management (CRM) circles as the “Godfather of CRM,” Greenberg suggests businesses are better off consistently meeting their customer’s expectations. Follow on Twitter: @Hyken.

Customer Service 76

Customer Service Airlines CRM Social Media 76

ShepHyken

APRIL 30, 2018

(Forbes) From process automation to customer self-service enablement, here’s what brands, executives, and service leaders need to know about what’s on the horizon for customer service. My Comment: What does the future of customer service look like? Mikhail Naumov shares some of his predictions.

Net Promoter Score 82

Net Promoter Score Customer Service Self Service NPS 82

ShepHyken

MAY 30, 2022

The Verdict Is In: Customer Service Isn’t Human Enough by Amy Balliett. Magazine) Does your organization’s customer service strategy sacrifice humanity for the sake of efficiency? My Comment: We are in the digital era of customer service. Here are three ways to adjust.

Customer Service 13

Customer Service Rewards Programs Poor Customer Service Self Service 13

ShepHyken

SEPTEMBER 19, 2018

The other day I was at my hotel waiting for my client to pick me up for a meeting. 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 23

Hotels Exercises Conference Customer Service Training 23

ShepHyken

DECEMBER 6, 2017

Staff to Meet the Demand: This is obvious. Don’t Take It Personally: A customer who’s experiencing stress, inside or outside of your business, may take it out on you (or one of your employees). If you are truly customer-focused and are doing everything right, then it’s not your fault the customer is having a bad day.

Customer Service 19

Customer Service How To Retail Customer Service Training 19

Storyminers

JULY 6, 2020

Colin’s company, Beyond Philosophy LLC, helps organizations unlock growth by discovering customers’ hidden, unmet needs that drive value ($).They They capitalize on this by improving customer experience to meet these needs thereby retaining and acquiring new customers across the market. Kate Leggett. Leslie O’Flahavan.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147