ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter.

Customer Service 64

Customer Service Net Promoter Score Airlines Customer Journeys 64

ShepHyken

MARCH 22, 2017

Congratulations to Squaremouth , who just won a Gold Stevie Award for Customer Service Department of the Year – for the fourth time! For those that don’t know, the Stevie is an international business award that recognizes top performing organizations in several categories including customer service.)

Customer Service 88

Customer Service Customer Confidence Insurance Travel 88

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

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” And the change is good for both the customer and the business willing to keep up with the changes.

Customer Service 84

Customer Service Airlines Feedback Social Media 84

ShepHyken

JANUARY 8, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Predictions for 2023 by Dan Gingiss (Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts? Look no further!

Customer Service 48

Customer Service Hotels Hospitality Social Media 48

ShepHyken

DECEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. SmartBrief) As any business road warrior will tell you, air travel these days is far from a relaxing experience. The Mount Rushmore of Customer Service Leaders by John DiJulius.

Customer Service 102

Customer Service Retail Airlines Social Media 102

ShepHyken

JUNE 15, 2020

Each week I read a number of customer service and customer experience articles from various resources. The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? Measuring Customer Experience: Metrics and the Benefits of Scorecards by Dick Bourke. Society is not working, shopping, or traveling the same.

Customer Service 75

Customer Service Touchpoint Retail Loyalty 75

ShepHyken

FEBRUARY 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Can awful airline customer service be overridden with AI and analytics? This article by Scott Kendrick of Callminer is about how the airlines are using (or should be using) AI to support their customers.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

Who's Your Gladys?

JULY 15, 2015

We love tapping into the experience of successful customer-focused business leaders. Landing on the list of Travel + Leisure’s “World’s Best Hotels” is one among many of their noted accomplishments. We asked Steven to share some of his secrets for taking customer service to the highest levels of distinction.

Hotels 100

Hotels Customer Service Automotive Travel 100

ShepHyken

MARCH 3, 2021

I reflected on what I love about travel, and even some of what I don’t love. 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.

Airlines 147

Airlines How To Travel Customer Service Training 147

ShepHyken

SEPTEMBER 23, 2020

Much of my life is spent traveling. This is hardcore cardio training with some friendly competition worked in, which makes for an exhilarating workout. What does this have to do with customer service and business? Let’s say you have a customer that is upset. When I am home, I play hockey three or four times a week.

Effort Score 131

Effort Score Exercises Travel Customer Service Training 131

ShepHyken

NOVEMBER 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. That is what will turn a good customer experience into a great customer experience. Follow on Twitter: @Hyken.

Customer Service 80

Customer Service Airlines Wireless Retail 80

ShepHyken

MARCH 20, 2017

Each week I read a number of customer service articles from various online resources. No More Nonpologies: Apologize to Customers Like You Mean It by Leslie O’Flahavan. If the customer is willing to share their phone number with you, treat it with respect it deserves. Here are my top five picks from last week.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

MARCH 6, 2019

Winter travel can be stressful with the concern of weather-related delays and cancellations. The customer service agent was happy to accommodate my request. She was a model customer service agent; friendly and helpful. Proper training and coaching could have helped. Then I started to think.

Airlines 112

Airlines Customer Service Training Travel Training 112

ShepHyken

OCTOBER 11, 2017

The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees. For information, contact 314-692-2200 or www.hyken.com.

Airlines 158

Airlines Travel Advertising Customer Service Training 158

ShepHyken

FEBRUARY 7, 2018

One of those companies is Naya Traveler. They are a boutique tour operator, specializing in trips to Ethiopia, and they offer a $500 discount to any new customer that signs up for a tour. But, if you’re an existing customer, the discount is $1,000. That’s twice the discount for a new customer. Follow on Twitter: @Hyken.

Travel 113

Travel Advertising Loyalty Customer Service Training 113

ShepHyken

FEBRUARY 26, 2020

If you travel, you know about the potentially long TSA (Transportation Security Administration) security lines. That is the way to truly transform the customer experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. People will even pay more for convenience.

Customer Experience 113

Customer Experience How To Transportation Travel 113

ShepHyken

AUGUST 15, 2018

Let’s assume you are customer focused and your organization is providing a level of customer service that earns consistent high scores. In addition to the great service, be easy and convenient to do business with. This is the next level of customer service. Where can you go from here?

Net Promoter Score 90

Net Promoter Score NPS Banking Survey 90

ShepHyken

DECEMBER 5, 2016

Each week I read a number of customer service articles from various online resources. Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit. Customer Loyalty Still Requires A Personal Touch by Richard D’Ambrosio.

Customer Service 48

Customer Service Travel Customer Retention Loyalty 48

ShepHyken

APRIL 26, 2017

Every week I stay at different hotels around the world as I travel for my speaking engagements. Small, but what a brilliant customer focused idea. Here’s to a better, even just a tiny bit better, customer experience! Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Hotels 102

Hotels Travel Customer Service Training Customer Focused 102

ShepHyken

JUNE 6, 2018

Now, I agree that loyal customers can receive some type of reward or discount for their loyalty. But, what about when it comes to customer service? What about how customers who spend more – or less – are treated? It’s easy to spot the frequent traveler by the way they are treated by airline and hotel employees.

Airlines 96

Airlines Hotels Loyalty Programs Loyalty 96

ShepHyken

APRIL 19, 2017

The United Airlines customer service debacle hurt all airlines, not just the United brand. Travel hassle” can be very stressful on everybody. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. Last week was a bad week for the airlines. Passengers get angry.

Airlines 87

Airlines Policies Government Travel 87

ShepHyken

JANUARY 9, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Predictions for 2023 by Dan Gingiss. Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts? Look no further!

Customer Service 12

Customer Service Hotels Hospitality Social Media 12

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

ShepHyken

MARCH 20, 2023

Each week, I read many customer service and customer experience articles from various resources. 8 Best Practices for Creating a Compelling Customer Experience by G. Hult (Harvard Business Review) How can a company best create a compelling customer experience? Here are my top five picks from last week.

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

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 3, 2023

Each week, I read many customer service and customer experience articles from various resources. Of course, if the customer/passenger needs help beyond the self-service experience, they can connect with a human agent. In other words, the ones that provide the best customer service and experience.

Self Service 9

Self Service Customer Service e-support Retail 9

ShepHyken

JULY 16, 2018

Each week I read a number of customer service and customer experience articles from various resources. 7 Customer Service Lessons from the Best Uber Driver Ever by Neil Pasricha. Forbes) If you think a better customer experience isn’t in your future, you must be a traveler.

Customer Service 16

Customer Service Travel Customer Experience Management Retail 16

ShepHyken

JANUARY 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Effort Score or Customer Satisfaction? CustomerThink) Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question.

Loyalty Programs 118

Loyalty Programs Customer Service Effort Score Self Service 118

ShepHyken

OCTOBER 10, 2016

Each week I read a number of customer service articles from various online resources. The JetBlue Story: Customer Service in an Industry Americans Hate by Sharpen. Whether it’s a seasoned traveler or a first-time flyer, flying is stressful for everyone. They don’t like travel hassle. Lost luggage.

Customer Service 48

Customer Service Airlines Travel Retail 48

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

JULY 11, 2018

You probably know I travel around the world delivering keynote speeches on customer service and experience. Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. What the Crowne Plaza Lansing did was different. I also have hobbies.

Customer Experience 4

Customer Experience Hotels How To Travel 4

ShepHyken

JULY 9, 2018

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Terrible, Horrible, No Good, Very Bad Customer Experience by Deb Miller. My Comment: Want to deliver bad customer service? Want to deliver good customer service?

Poor Customer Service 84

Poor Customer Service Customer Service Infographics Travel 84

ShepHyken

AUGUST 29, 2016

Each week I read a number of customer service articles from various online resources. 5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0