ShepHyken

JULY 29, 2020

It is, but this is good monotony—the kind of monotony our customers like. It is about being so focused on a consistent and predictable experience that we hear the same feedback over and over again. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Experience 254

Customer Experience Customer Service Hospitality Customer Service Training 254

ShepHyken

OCTOBER 19, 2022

Based on all their awards and the comments from happy customers posted on social channels, they deliver. . As you “shout” your brand promise, the feedback you get in return is the echo. The only way your customers will say what you want them to say – as in The Echo – is if the experience you deliver aligns with the brand promise.

Automotive 123

Automotive Advertising Brands Customer Service Training 123

ShepHyken

APRIL 13, 2022

I’ve written about being a 12-year-old birthday party magician when my parents taught me some basic customer service lessons. Show up on time, say thank you, follow up to get feedback, and a few other important lessons that any and every business should practice. Follow on Twitter: @Hyken. Copyright © MMXXII, Shep Hyken).

Self Service 130

Self Service Customer Service Customer Focused Customer Service Training 130

ShepHyken

DECEMBER 22, 2021

We had some great feedback on The Three N’s of Employee Fulfillment article and video. We welcome him back this week with a simple feedback technique connected to his Three N strategy that will help you motivate and keep your best employees. . Plenty of great comments. Here’s a very short refresher in case you missed it.

Customer Service Training 130

Customer Service Training Leadership Video Feedback 130

ShepHyken

SEPTEMBER 29, 2022

The reward these customers give isn’t in the form of accolades, although feedback is a gift. 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 125

Customer Service Training Training Video Customer Experience 125

ShepHyken

DECEMBER 1, 2021

In all of the Three N’s, feedback is imperative. Sharing positive feedback with employees is what this is all about. Share positive feedback with your employees. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken.

Healthcare 125

Healthcare Customer Service Training Feedback Leadership 125

ShepHyken

APRIL 8, 2020

There are plenty of ways to get feedback. You can survey customers over the phone, via email, in focus groups and more. You can get objective and subjective feedback. You can use tools such as Net Promoter Score and Customer Effort Score. I could go on and on about the different ways to measure your customer’s feedback.

Net Promoter Score 123

Net Promoter Score Effort Score Conference Hotels 123

ShepHyken

FEBRUARY 14, 2022

can give you numbers but the verbatim answers that come with qualitative feedback questions (open-ended questions) can give you some incredible insights. Don’t miss the opportunity to create customer loyalty through an easy and hassle-free return policy. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick.

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

ShepHyken

SEPTEMBER 21, 2022

Get and act on employee feedback. Employees want to give feedback but often feel uncomfortable doing so. So, make it easy for employees to share their feedback. Some companies have a formal feedback program that makes it easy for employees to share ideas to improve virtually every area. Leadership must be approachable.

Leadership 71

Leadership Feedback Customer Service Training Training 71

ShepHyken

NOVEMBER 8, 2017

The stats and facts prove that a large majority of customers – as high as 90 % – would be willing to pay more if the company provided better service. So, rather than charge for each time a customer calls, build it into the price of your product. Finally, you want and need feedback. Follow on Twitter: @Hyken.

Customer Service 182

Customer Service Customer Experience Wait Times Policies 182

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

MARCH 24, 2021

It’s important to know how customers feel about the experience they just had. Feedback and ratings will help drive that effort. But in the end, knowing what percentage of customers come back, how often they come back, and how much they buy when they do come back, is a metric to pay close attention to. Follow on Twitter: @Hyken.

Measurement 150

Measurement Net Promoter Score Effort Score Customer Satisfaction 150

ShepHyken

MARCH 31, 2021

Focus on Feedback. Create a survey to learn what your customers want and expect from you. This brings your customers in for a face-to-face discussion, giving you real feedback and the chance to learn your customers’ opinions of your most current offerings. Conduct a Focus Group. Follow on Twitter: @Hyken.

Customer Service Training 73

Customer Service Training Feedback Groups Customers 73

ShepHyken

FEBRUARY 2, 2022

We received some great feedback, and it got me thinking of other ways to surprise our customers. I’m often surprised at how companies find ways to improve a customer experience with something that has nothing to do with what they sell. That’s what this follow-up is about. Follow on Twitter: @Hyken.

Hotels 125

Hotels Touchpoint Customer Service Training Tips 125

ShepHyken

FEBRUARY 21, 2023

Fifty-eight percent of customers we surveyed said excellent customer service is more important than price. A great customer experience goes hand-in-hand with a great employee experience. It’s no surprise that the best customer-focused companies are also some of the best places to work.

Customer Experience 67

Customer Experience Customer Service Training Loyalty Customer Retention 67

ShepHyken

MAY 10, 2021

(Harvard Business Review) The most common methods of tracking customer sentiments have a big blind spot: They can’t pick up on important emotional responses. As a result, qualitative surveys, like Net Promoter Score, end up missing critically important feedback. Follow on Twitter: @Hyken.

Customer Service 152

Customer Service Net Promoter Score Self Service Knowledge Base 152

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. Prioritize activities and allocate them to employees.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

ShepHyken

SEPTEMBER 7, 2020

This article set’s up the premise and offers up ideas such as making processes more customer-centric, using technology and more. Four Experts, One Question: How Do You Give Constructive Feedback That Is Actually Constructive? My Comment: Feedback is crucial to the growth of your team members. by Steve Williamson.

Customer Service 91

Customer Service Customer Retention Feedback Customer Centricity 91

ShepHyken

OCTOBER 18, 2021

Improve Customer Experience & Your Brand With Feedback by Jason Grier. CMSWire) Feedback is everywhere these days. When customers have opinions about your product or service, they aren’t shy about letting the world know. My Comment: Feedback is a gift. Is your business keeping up?

Customer Service 82

Customer Service Airlines Feedback Social Media 82

ShepHyken

OCTOBER 16, 2019

I’m all for getting customer feedback. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. The gist of that article was about getting more customers to fill out those surveys. The next day, you send the customer a survey. After all, this is where you get feedback.

Survey 98

Survey Hotels Customer Service Training Feedback 98

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. Follow on Twitter: @Hyken.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

ShepHyken

DECEMBER 17, 2023

I’ve stressed in all of my customer service speeches , that a customer-focused culture starts at the top with the CEO. My Comment: Let’s close out the Top Five roundup with an excellent list of basic customer experience ideas. And it’s not just the CEO saying, “Let’s do it!” Connect with Shep on LinkedIn.

Customer Service 58

Customer Service Customer Centricity Loyalty Programs Culture 58

ShepHyken

JUNE 17, 2019

How to Turn Positive Feedback into Positive Results by Ashley Scrace Wendel. Freshdesk) What we almost never hear about is what to do about positive feedback. Well, the same focus should be on positive feedback you receive. That’s the challenge – to do something with that positive feedback. They are left out.

Customer Service 107

Customer Service Call Center Feedback Culture 107

ShepHyken

MAY 6, 2019

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. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 112

Customer Service Loyalty Customer Centricity Customer Service Training 112

ShepHyken

APRIL 9, 2018

This is his take on how Amazon has raised the bar on customer service – and how you can too! Bad Feedback Is the Best Feedback. 360Connext) Bad feedback from employees and customers alike provides a way to prevent little annoyances from becoming reasons for good people to leave you. by Jeannie Walters.

Net Promoter Score 88

Net Promoter Score Loyalty Programs Customer Service Chatbots 88

ShepHyken

OCTOBER 15, 2018

When customers won’t comment: How to encourage customer feedback by Georgina Nelson. MyCustomer) When it comes to collecting customer feedback, brands shouldn’t fret about the odd negative review. My Comment: For many businesses, customer feedback and reviews are an important marketing strategy.

Customer Service 86

Customer Service Automotive Tips Feedback 86

ShepHyken

SEPTEMBER 4, 2019

Nelson feels that a mature business starts to decline when its leadership stops listening to their customers. They miss opportunities, don’t pay attention to feedback, make up excuses for why the company is performing badly and basically turn a blind eye to reality. This is the beginning of the end. Follow on Twitter: @Hyken.

Entertainment 111

Entertainment Innovation Leadership Customer Service Training 111

ShepHyken

JUNE 3, 2019

Customers are getting survey fatigue. So, the right types of questions can go a long way in getting your customers to share their feedback. More importantly, do your customers trust you? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 115

Customer Service Social Media Survey Customer Confidence 115

ShepHyken

JULY 26, 2021

(Business 2 Community) While customer acquisition, ratings and reviews, and social proof are the most externally visible success indicators for your brand, customer retention is an integral part of the health of your organization. My Comment: Reading surveys and feedback from our customers tells you if you’re doing a good job.

Customer Service 101

Customer Service Contact Center Customer Retention Poor Customer Service 101

ShepHyken

JULY 6, 2020

The Ultimate Guide to Customer Feedback by Anita Toth. Anita Toth) In this article you’ll learn how to fully capitalize on the incredibly invaluable customer data you’re currently missing—and how to mine the significant revenue opportunities that are currently sitting untapped. by Bob Azman. Follow on Twitter: @Hyken.

Customer Service 65

Customer Service Healthcare Customer Journeys Feedback 65

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. to a customer. And, all customers deserve to be shown appreciation.

Hotels 98

Hotels Conference Meeting Fashion 98

ShepHyken

JULY 2, 2018

How to Really Hear and Use Customer Feedback by Jason McCann. Here’s how to identify — and encourage — the customer love that makes brands flourish. My Comment: Feedback is a gift! When your customers share it, good or bad, embrace it, appreciate it and act on it. Follow on Twitter: @Hyken.

Customer Service 75

Customer Service Infographics B2C Tips 75

ShepHyken

SEPTEMBER 5, 2022

My Comment: My friend and fellow customer service expert, Dan Gingiss (a.k.a. Yes, even negative feedback and ratings can be positive. The Remarkable Customer Experience Recovery System and Digital Transformation by Are Morch. Go to The Customer Focus to learn more about our customer service training programs.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

ShepHyken

MARCH 6, 2017

That’s part of training! Take your customers off mute: 3 tips for customer feedback by Loretta Jones. Marketing Land) There’s no denying the value of customer feedback. Columnist Loretta Jones shares three tips to make sure you’re getting the most out of your customer feedback programs.

Customer Service 83

Customer Service Social Media Roadmap Tips 83

ShepHyken

DECEMBER 28, 2020

Product Manager of Commerce at Liferay, tells us why an excellent customer experience is the key to B2B success. My Comment: Here are 20 stats and facts to get you thinking about customer experience in the B2B world. So many stats are based on consumer feedback. It is refreshing to get the B2B perspective.

Customer Service 139

Customer Service Loyalty Programs B2B Competitive Advantage 139

ShepHyken

JUNE 10, 2019

(CallMiner) In this article, you’ll find expert tips on effective VoC survey design, as well as suggestions for effective questions that dig deeper and provide measurable, actionable insights that can inform your marketing and customer service initiatives. The common theme is that they are short and easy on the customer.

Customer Service 109

Customer Service Survey Case Study Training 109

ShepHyken

APRIL 4, 2017

Jeff Toister Provides 3 Steps to Developing a Customer-Focused Culture. Nearly every company says that they want to have a customer-focused culture, but then why are so many companies lacking one? What are the steps that your company needs to take to be committed to becoming customer focused?

Handbook 76

Handbook Culture Customer Focused Customer Service 76