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. I walked on stage and informed the audience that my original speech was much longer, but I promised the client that I would end on time.

Customer Service 174

Customer Service Customer Service Training Customers Video 174

ShepHyken

OCTOBER 12, 2022

We don’t have the budget to expand our customer support department. . Our annual customer service research shows that of all the ways customers reach out for customer support, social media channels like Twitter, Facebook, Instagram, and others are at the bottom of the list, but that doesn’t mean they should be ignored. .

Social Media 156

Social Media Customer Service Customer Care Customer Service Training 156

ShepHyken

JANUARY 31, 2023

Being purposeful about little things that are expected and cost nothing – or next to nothing – can go a long way in getting a customer to think of your business as a first-class organization. Get more information on The Customer Focus ™ customer service training programs. Follow on Twitter: @Hyken

Customer Service 138

Customer Service Customer Experience Hotels Customer Service Training 138

ShepHyken

SEPTEMBER 16, 2020

I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience. It’s the same for certain aspects of customer service. Not that much!

Customer Service 165

Customer Service Customer Service Training Training Customer Service Representative 165

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. She created an experience for her customer. This is where sales and customer service collide. Here’s the short version.

Sales 123

Sales Customer Service Advertising Customer Service Training 123

ShepHyken

JANUARY 20, 2021

Follow these simple steps and start to improve your customer service, even if it’s just by 1%! 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. Follow on Twitter: @Hyken.

Customer Service 156

Customer Service Customer Journeys Exercises Touchpoint 156

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? For information, contact 314-692-2200 or www.hyken.com.

Customer Service 156

Customer Service How To Exercises Customer Service Training 156

ShepHyken

MAY 19, 2021

It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. By the way, this is the same exercise we teach in our customer service training programs. As mentioned, for us it’s customer service. For information, contact 314-692-2200. Because it works!

Meeting 138

Meeting Customer Service Exercises Customer Service Training 138

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. Just as we want our customers to come back, we want our employees to stay.  . Keep those phones open for your customers!

Self Service 134

Self Service Customer Experience Customer Service B2C 134

ShepHyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.

Customer Experience 150

Customer Experience Customer Service Gamification Interaction 150

ShepHyken

APRIL 6, 2022

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?”

Customer Service 125

Customer Service Customer Service Training Retail Customers 125

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 130

Self Service Customer Service Customer Focused Customer Service Training 130

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 623

How To Automotive Competitive Advantage Customer Service Training 623

ShepHyken

AUGUST 9, 2017

Your people attend customer service training. They learn techniques and tactics on how to deal with complaining customers, angry customers or customers who just need a little support. This is what customer service training is all about. For information contact or www.hyken.com.

Customer Focused 79

Customer Focused Customer Service Training Training Customers 79

ShepHyken

MARCH 16, 2022

Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX). So, with that, I bring you Shep’s Law of Customer Service , which is: . The post Back to Class: Shep’s Law of Customer Service appeared first on Shep Hyken.

Customer Service 120

Customer Service Customer Service Training Customers Customer Experience 120

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 105

Culture Customer Service Poor Customer Service Leadership 105

ShepHyken

DECEMBER 16, 2020

In my customer service speeches, I’ll sometimes ask the audience to share who their favorite and easiest companies are to do business with. Customers love to be informed. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. So, what can we learn?

Company 148

Company Customer Service Customer Service Training Customers 148

ShepHyken

APRIL 11, 2018

His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. Whether you’re customer-focused or not, this exercise is helpful. Follow on Twitter: @Hyken.

Customer Focused 99

Customer Focused Self Service Touchpoint Banking 99

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 133

Customer Service Loyalty Programs Social Media Contact Center 133

ShepHyken

APRIL 1, 2020

First, we all have two responsibilities: do the job we were hired to do and also take care of the customer. I may have been a cashier, but I also knew that my job, beyond collecting money, was to take care of my customers. Second, a boss can kill the customer service buzz. If it’s right, coach them to do more of the same.

Self Service 116

Self Service Customer Service Leadership Customer Focused 116

ShepHyken

NOVEMBER 25, 2020

Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” Leadership defines the customer service and CX vision for everyone to follow. For information, contact 314-692-2200 or www.hyken.com. Happy Thanksgiving!

Customer Service 143

Customer Service Leadership Training Customer Service Training 143

ShepHyken

SEPTEMBER 30, 2020

And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers. This year it’s October 5-9.

Customer Service 125

Customer Service Poor Customer Service Customer Service Representative Course 125

ShepHyken

NOVEMBER 8, 2017

It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? based customer support rep.

Customer Service 182

Customer Service Customer Experience Wait Times Policies 182

ShepHyken

DECEMBER 23, 2020

You call the customer service hotline. A pleasant customer support agent picks up the phone and enthusiastically greets you, ready to help resolve your problem or answer your question. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service 118

Customer Service Customer Experience Entertainment Wait Times 118

ShepHyken

JANUARY 2, 2019

When your system works, and you have competent people who make good customer-focused decisions, everybody is happy. 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. That’s a Win-Wynn!

Customer Service 130

Customer Service Insurance System Customer Focused 130

Integrity Solutions

OCTOBER 5, 2022

Customer service used to be viewed as the final link in the overall chain of customer touch points, a responsibility relegated to a department, contact center or automated attendant that would respond to complaints and (hopefully) eventually make things right. Leaders know that customer expectations are higher than ever.

Culture 86

Culture Customer Service Customer Service Training Contact Center 86

ShepHyken

MARCH 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Why marketing can no longer ignore customer experience by Jason VandeBoom. Digiday) Customer experience is rapidly becoming more designable, more accessible and more creative. Follow on Twitter: @Hyken.

Customer Service 137

Customer Service Hospitality Airlines Infographics 137

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. So, how do you calculate your customer retention rate? Most aren’t succeeding.

Customer Service 127

Customer Service Customer Service Training Customer Retention Training 127

ShepHyken

MARCH 30, 2022

We just released our annual customer service research where we surveyed more than 1,000 consumers and asked what customer service experiences are most likely to cause you to come back. All a typical customer wants is for someone to be nice to them, with a willingness to take care of them. That seems pretty simple.

Customer Service Strategies 67

Customer Service Strategies Customer Service Strategy Self Service 67

ShepHyken

OCTOBER 4, 2017

This week is National Customer Service Week. Happy Customer Service Week! It became a book, officially titled, Be Amazing or Go Home: Seven Customer Service Habits that Create Confidence with Everyone. Delivering good customer service is a habit. You practice it day after day on real customers.

Customer Service 120

Customer Service Customer Service Training eBook Customers 120

ShepHyken

OCTOBER 18, 2017

Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It can be the traditional customer service team who fields questions and complaints. Validation needs to be a part of the customer experience.

Customer Service 157

Customer Service Metrics Interaction Customers 157

ShepHyken

JULY 28, 2021

One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement. For example, your customers might say: “They are always so helpful.”. What are the words your customers use to describe their experience with you? .

Customer Service Training 161

Customer Service Training Training Meeting Customer Service 161

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?”  . You need help from your customers. We should never let up in our continuous efforts to improve our customer experience.

Customer Service 76

Customer Service Course Customer Satisfaction Customer Service Training 76

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad I bet you’ll find keeping your existing customers is far less expensive than acquiring new ones.). by Stephanie Falkner.

Customer Service 130

Customer Service Effort Score e-support Chatbots 130

ShepHyken

JANUARY 4, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience Tips and Advice from the Pros During Disruption by Srijana Angdembey. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 143

Customer Service Retail Entertainment Tips 143

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. Customer service expert Chip Bell sets the stage with a story. Package” by Chip Bell.

Customer Service 154

Customer Service Guest Experience Loyalty Programs Hospitality 154

ShepHyken

FEBRUARY 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Why Saying ‘No’ Helps Build Great Customer Experiences by Zach Lipson. (B2B

Customer Service 137

Customer Service Rewards Programs B2B Loyalty Programs 137