Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CloudCherry

AUGUST 22, 2019

As he says, “The company that can add convenience to already good customer service has an opportunity to disrupt their competition- maybe even an industry.” Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. Now, THAT’s the sweet stuff. Listen Now!

Travel 240

Travel Customer Service Training Culture Loyalty 240

ShepHyken

MAY 26, 2021

Even though this is about a sales presentation, it ties into customer service. It has to do with preparation, knowing your customer, understanding what they want, and more. This is what great salespeople do to prepare for a meeting with a customer or client. He became quite uncomfortable. He said, “Graphics.”

Sales 142

Sales Customer Service Training Training Customer Service 142

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

APRIL 28, 2021

Our colleague here at Shepard Presentations, Nate Jones, shared a story about something that recently happened to his father. This is a great customer service training lesson. So, he calls the dealership’s customer service number, which was actually a support center for all of that brand’s dealerships in the U.S.

Transportation 174

Transportation Customer Service Training Exercises Training 174

ShepHyken

DECEMBER 18, 2019

Create your customer service mantra. The mantra is a simple phrase—one sentence or less—that sums up your customer service culture. For example, ours at Shepard Presentations is “Always Be Amazing.” Customers love when the places they do business with give back. Customers love relevant information.

Customer Service 123

Customer Service Customer Experience Tips Social Media 123

ShepHyken

JULY 29, 2019

Each week I read a number of customer service and customer experience articles from various resources. If the statement doesn’t focus on customers, that’s fine. Then have a customer service vision statement. Some are reactive, which to me, is more customer service than success.

Customer Service 119

Customer Service Customer Success Customer Service Training Measurement 119

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. Here are my top five picks from last week.

Customer Service 72

Customer Service Metrics Social Media Retail 72

ShepHyken

MAY 9, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Conundrum: Fix Bad Experiences or Make Good Ones Better? Are your customers coming back out of true loyalty, habit, or some other reason? Tips to Providing Excellent Customer Service by Abdul Mooez.

Customer Service 67

Customer Service Tips e-support Loyalty 67

CloudCherry

AUGUST 22, 2019

As he says, “The company that can add convenience to already good customer service has an opportunity to disrupt their competition- maybe even an industry.” Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. Now, THAT’s the sweet stuff.

Travel 150

Travel Customer Service Training Culture Loyalty 150

ShepHyken

MAY 12, 2021

During my live presentations, there is a part of my speech where I talk about Moments of Magic. These are positive experiences we create for our customers, including our internal customers, also known as our fellow employees. (If A customer had left her purse at the store. It makes me wonder what their expectation is.

Course 164

Course Customer Service Training Retail Examples 164

ShepHyken

JULY 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways To Improve A Customer’s User Experience by Forbes Technology Council . Why is customer service training so important? Soft skills, like customer service, seemed to get left out.

Customer Service 78

Customer Service Customer Service Training Airlines User Experience 78

Comm100

NOVEMBER 30, 2017

So you’ve decided to move your customer service team into the 21st century, getting them ready to chat for the first time. You could simply give technical training on the new system, then let your agents loose. You could simply give technical training on the new system, then let your agents loose. Congratulations!

Training 102

Training Customer Service eBook Tips 102

ShepHyken

APRIL 21, 2021

One of our subscribers to The Shepard Letter , Andy Saks, owner of Spark Presentations and professional corporate presenter , sent in a story worth sharing. (By By the way, if you’ve got an amazing – or horrific – customer service story, send it over. That is unless you don’t care if they ever do business with you again.

Insurance 154

Insurance Customer Service Training Video Customers 154

ShepHyken

OCTOBER 12, 2020

Each week I read a number of customer service and customer experience articles from various resources. Radical Empathy And Other Ways To Rethink Your Customer Experience by Bridget Brennan. 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.

Customer Service 78

Customer Service Loyalty Airlines Meeting 78

ShepHyken

MARCH 23, 2022

It’s about being present, as in in-the-moment, and realizing what you can, can’t, should, or shouldn’t do. In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again I cover the concept of being nice. After all, isn’t that a big part of customer service? They aren’t about talent.? .

Customer Service Training 126

Customer Service Training Course Customer Service Training 126

ShepHyken

MAY 4, 2022

To share compliments like Bailee, you have to be engaged and present for each and every customer. . I asked Bailee where she learned to engage with her customers at that level. That’s where so much of customer service comes from – what our parents teach us. Compliments must be genuine. No faking it.

Airlines 128

Airlines Customer Service Training Course Engagement 128

ShepHyken

MAY 18, 2022

That said, the cast members are trained to enthusiastically answer either question as if it were the first time they ever were asked. . The lesson is simple and reminds me of what I share in our customer service workshops: “No question is a dumb question.” Why didn’t he say that in the first place? It’s okay.?And

Customer Service Training 120

Customer Service Training Training Customer Service Communication 120

ShepHyken

AUGUST 21, 2019

If you’ve ever seen one of my speaking presentations, you’ve most likely heard my story about my favorite cab driver. It is an example of excellent customer service. 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.

Customer Experience 129

Customer Experience Insurance Customer Focused Customer Service Training 129

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. For businesses, this presents both challenges and opportunities, particularly around identity verification.

Customer Journeys 104

Customer Journeys Customer Service Employee Engagement Exercises 104

ShepHyken

FEBRUARY 26, 2023

Each week, I read many customer service and customer experience articles from various resources. 8 Ways to Enhance Your Call Center Customer Experience by Eric Sims (CustomerThink) In today’s business landscape, providing an exceptional customer experience is essential to the success of any company.

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out. Follow on Twitter: @Hyken.

Culture 108

Culture Customer Centricity Sports Customer Service Training 108

ShepHyken

DECEMBER 20, 2017

According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. Our customers are smarter than ever, at least as customer service is concerned. This is huge.

Customer Service 109

Customer Service Competitive Advantage B2C Culture 109

ShepHyken

NOVEMBER 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. A Customer Service Perspective) Consider how L.L.

Customer Service 84

Customer Service Net Promoter Score Airlines Contact Center 84

ShepHyken

DECEMBER 15, 2021

This translates to the customer experiencing a lower level of service, and in some cases, quality. Our colleague at Shepard Presentations refers to it as customer service on a diet. . Gather your team and brainstorm the answer to this simple question: “Where can we cut costs that our customers won’t notice?”

B2C 125

B2C B2B Customer Service Training Customers 125

ShepHyken

FEBRUARY 17, 2021

And, if you focus on 1% (or more) again and again, over time you will make big improvements that will have a positive impact on your customers, employees, internal processes, and your bottom line. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. That’s ER in action!

Strategy 145

Strategy Customer Service Training Groups Customer Service 145

ShepHyken

AUGUST 31, 2022

So, why is this important to the world of customer service and customer experience? . I recently presented a customer service keynote speech for a company event at Gershman Investment Corp. That was the setup for an exercise we did in the middle of the presentation. Pigasus is a flying pig.

Hospitality 67

Hospitality Exercises Customer Service Training Examples 67

ShepHyken

JANUARY 21, 2019

Each week I read a number of customer service and customer experience articles from various resources. My Comment: AI has been creating “quite a stir” in the customer service and support world. Comcast is a great case study on how a big company goes about turning around its customer service reputation.

Customer Service 69

Customer Service eBook Case Study Social Media 69

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. And, once in a while, when the opportunity presents itself, go for “above and beyond.” To me, that’s what “delight” is about.

Customer Service 76

Customer Service Airlines CRM Social Media 76

ShepHyken

APRIL 23, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret To Superior Customer Experience by Denise Lee Yohn. Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX). CustomerThink) Are you a list maker?

Customer Service 79

Customer Service Employee Engagement Study Conference 79

ShepHyken

JANUARY 13, 2021

I was recently on a Zoom presentation with Horst Schulze , first president and co-founder of the Ritz-Carlton chain. Done the right way, you’ll be creating an empowered team of people who are comfortable with making good decisions and taking care of their customers! When Horst speaks, I listen and take lots of notes.

Hotels 147

Hotels Customer Service Training Training Course 147

ShepHyken

DECEMBER 11, 2017

Each week I read a number of customer service articles from various online resources. How to Choose a Gift That Will Wow Your Customers by John Ruhlin. Top 10 Wow Customer Service Stories for 2017 by Shaun Belding. Here are our winners, presented in order from number 10 to number one.

Customer Service 76

Customer Service Customer Success Customer Centricity Customer Service Training 76

ShepHyken

AUGUST 27, 2018

Each week I read a number of customer service and customer experience articles from various resources. Medium) Customer service is still king. This list was compiled by Christopher Elliott using data from the American Customer Satisfaction Index (ACSI). Here are my top five picks from last week.

Customer Service 59

Customer Service Advertising Customer Service Training Customer Journeys 59

ShepHyken

JANUARY 2, 2017

Each week I read a number of customer service articles from various online resources. Kick-Ass Customer Service by Matthew Dixon, Lara Ponomareff, Scott Turner, and Rick DeLisi. My Comment: This article had me a the title: “Kick Ass Customer Service.” Here are my top five picks from last week.

Self Service 76

Self Service Customer Service Social Media Feedback 76

ShepHyken

MARCH 1, 2017

So, what does all of this have to do with customer service? One of the characters, Corporal Walter “Radar” O’Reilly, played by Gary Burghoff , set a standard for customer service. This reminded me of an interview I had with a potential employee that was applying to be my assistant here at Shepard Presentations.

Customer Service 48

Customer Service Customer Service Training Customers Study 48

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Want Loyal Customers?

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

FEBRUARY 27, 2019

Earlier this year, I had the pleasure and honor of being the keynote presentation for River Valley Bank, soon to be Incredible Bank , as they merge the names of their brick-and-mortar banks and their online bank. If someone told you the customer service at a bank was incredible, you would only think positive things.

Brands 115

Brands Handbook Banking Customer Service Training 115