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. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

JANUARY 4, 2017

To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” One of the most important ways to improve customer service is to make sure that everyone in an organization (company) is in alignment with the customer service and/or experience vision.

Customer Journeys 97

Customer Journeys Customer Focused Culture Touchpoint 97

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? CMSWire) Today’s top companies rely heavily on human insight to guide their strategies and offerings. Here are my top five picks from last week. by Janelle Estes.

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

How To 628

How To Automotive Competitive Advantage Customer Service Training 628

ShepHyken

FEBRUARY 16, 2022

When you make a customer smarter, at least two things are happening. One, you’re showing off your knowledge in such a way that is all about the customer, and not just about how much you know. Confidence is very important to get a customer to not just buy but to come back and buy some more. Just make your customers smarter. .

Customer Experience 131

Customer Experience Customer Service Training Customers Loyalty 131

ShepHyken

APRIL 11, 2023

The employees recognized that customer service is a team sport. It’s everyone’s job to make sure the customers leave happy. Unfortunately, I’ve also witnessed the opposite at a restaurant. The second is to take care of the customer. Get more information on The Customer Focus ™ customer service training programs.

Sports 136

Sports Customer Service Customer Service Training Customers 136

ShepHyken

MARCH 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. For this short post, let’s look at two emerging customer experience trends.

Customer Service 129

Customer Service Customer Service Training Customer Retention Training 129

ShepHyken

FEBRUARY 12, 2020

What if the worst thing a customer ever said about you was, “I love you!”? Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what! Become customer-focused. Customers appreciate knowing and understanding when and why something changes.

Customer Focused 143

Customer Focused B2B Customer Service Training Customers 143

ShepHyken

JANUARY 23, 2024

If you’re making your customer go through the same process multiple times, you’re creating a negative customer experience. As I typed the same thing onto each form repeatedly, I thought, “What a waste of time for the customer – or, in this case, the patient.” Don’t bog the customer down. I’m okay!)

Insurance 86

Insurance Banking Customer Service Training Retail 86

ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. With a growing number of consumers influenced by word-of-mouth, don’t let your customers slip away!

Customer Service 154

Customer Service Customer Retention Loyalty Retail 154

ShepHyken

JUNE 9, 2021

Everybody has angry customers. Some customers are angry because they have a complaint. Whatever the reason, you must know how to handle angry customers. In our customer service training workshops , we provide a number of tactics to manage these difficult customer situations. Listen to your customer.

Customer Service Training 148

Customer Service Training Customers Training Customer Service 148

ShepHyken

OCTOBER 12, 2022

Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. When a company tells me they don’t want to participate in social media customer care, I ask why.

Social Media 158

Social Media Customer Service Customer Care Customer Service Training 158

ShepHyken

JANUARY 31, 2023

He found that it often doesn’t cost much more to upgrade. So, I started thinking about this advice and how we can apply it to the customer experience. Essentially, I was thinking that we can proactively give our customers a better experience by bumping our efforts up a notch. I returned calls and emails quickly.

Customer Service 140

Customer Service Customer Experience Hotels Customer Service Training 140

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction.

Self Service 136

Self Service Customer Experience Customer Service B2C 136

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Here are my top five picks from last week.

Customer Service 134

Customer Service Loyalty Programs Social Media Contact Center 134

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. As the customer journey continues to evolve into something more dynamic and diverse, it’s imperative to think about ways of optimising your (hopefully) amorous customer relationships through your business communications.

Customer Service 59

Customer Service Customer Centricity Loyalty Programs Culture 59

ShepHyken

APRIL 13, 2022

Just out of college I started my career as a customer service expert. It was a chosen profession that had its roots in something that happened to me when I was younger, an event that caused me to become obsessed with customer service. . These lessons laid the foundation that ignited my passion for customer service.

Self Service 131

Self Service Customer Service Customer Focused Customer Service Training 131

ShepHyken

JANUARY 20, 2021

So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships. What happens when a customer calls? Software improves.

Customer Service 158

Customer Service Customer Journeys Exercises Touchpoint 158

ShepHyken

DECEMBER 29, 2021

There was a longer than usual line, and some of the customers were becoming frustrated. The customers were frustrated. That’s when a staff member asked the customers to please be patient, and they excused themselves for about two minutes, stepping away to discuss the problem. . The customers were happy to comply. .

B2B 138

B2B Customer Service Training Customers Retail 138

ShepHyken

JULY 22, 2020

I was on a customer support call with a software company and their rep said, “I’ll need to talk to my manager. This is the customer service rep I want to talk to every time I call the company. When it comes to customer service, I’m in alignment with the second definition. Bad service has no place in any company.

Poor Customer Service 162

Poor Customer Service Customer Service Training Software Sales 162

ShepHyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

Customer Service Training 128

Customer Service Training Customer Retention Customers Sales 128

ShepHyken

AUGUST 5, 2020

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? Is it people who aren’t properly trained or don’t have the right people skills? We add one extra question: “How often does this happen?”

Customer Service 158

Customer Service How To Exercises Customer Service Training 158

ShepHyken

JULY 21, 2021

In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. The shortest customer service speech ever …. “BE The post The Shortest Customer Service Keynote Speech Ever! Okay, here goes.

Customer Service 174

Customer Service Customer Service Training Customers Video 174

ShepHyken

JULY 14, 2021

How do you say Yes to every customer request ? Is this customer service utopia? Both know the value of their customers hearing yes for an answer. If you dig a little deeper into the concept, it’s not so much about saying, “Yes” to every customer. And, that’s a pretty big difference, but not to the customer.

How To 169

How To Hotels Hospitality Transportation 169

ShepHyken

MARCH 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Forget Customer Experience. CMSWire) ECM and content services, while related, are not the same. CMSWire) ECM and content services, while related, are not the same. Forget Employee Experience.

Customer Service 136

Customer Service Employee Experience Customer Service Training Strategy 136

ShepHyken

MARCH 14, 2023

Or, In a recent Shepard Letter , I discussed the Trust Gap , which is the difference between an organization’s belief that their customers trust them and the percentage of customers who actually do. By the way, this is a perfect time to mention International Customer Loyalty Month, which happens every year in April.

Loyalty 102

Loyalty Customers Customer Service Training Connections 102

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. So, how well do you know your customers? We surveyed 1,000 consumers in the U.S. Consider this: . Here’s an example.

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

ShepHyken

AUGUST 17, 2022

It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression. .

Airlines 131

Airlines Comparison Advertising Customer Service Training 131

ShepHyken

NOVEMBER 3, 2021

There have most likely been times that many of us have fallen short in taking care of our customers. Second, beyond the feedback, listen to what customers and employees are saying, which gives your measurement some context. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Hospitality 166

Hospitality Customer Experience Hotels Feedback 166

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. . Customers want to work with people who “know their stuff.” . 5 again. .

Fashion 131

Fashion Guidelines Policies Customer Service Training 131

ShepHyken

JANUARY 5, 2022

I love to receive great examples of outstanding customer service. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers. This prompted BarkBox to reach out to its customers in the areas that were hit hardest.

Customer Experience 174

Customer Experience How To Touchpoint Communication 174

ShepHyken

OCTOBER 5, 2022

Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. She created an experience for her customer. This is where sales and customer service collide. The dealer just needed to stay open, and customers would come in and buy. And he has. .

Sales 123

Sales Customer Service Advertising Customer Service Training 123

ShepHyken

SEPTEMBER 15, 2021

Think about this … what if you were to charge a customer just to talk to you about what you would sell them? What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? How good your customer service is. My customers would never have to wait on hold. .

Hotels 168

Hotels Customer Service Training Retail Financial 168

ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). It’s not like companies purposely provide poor customer service.

Culture 106

Culture Customer Service Poor Customer Service Leadership 106

ShepHyken

APRIL 14, 2021

If all you do is compare yourself to your competitors, you may be missing your best opportunities to create the best experience for your customers. In my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I cover a six-step process to getting your customers to say, “I’ll be back.”

How To 143

How To Customer Service Training Leadership Meeting 143

ShepHyken

AUGUST 24, 2022

They have great customer service. . They provide a great overall customer experience. . These are the basic expectations customers might have with the companies they choose to do business with. The product or service must do what it is supposed to do. The customer must enjoy doing business with the company.

Customer Service Training 130

Customer Service Training Customers Customer Service Customer Experience 130

ShepHyken

OCTOBER 6, 2021

That made me start thinking about the best ways to begin a conversation with a complaining or upset customer. Of course, there may be a few pleasantries to welcome a customer into the conversation. So, here are a few lines that customers love to hear. This statement makes a connection with the customer.

Course 164

Course Customer Service Training Customers Customer Service 164