ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. My Comment: How do we create customer loyalty? by Matt Bertram.

Customer Service 65

Customer Service Loyalty Programs e-support Loyalty 65

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results.

Customer Service 141

Customer Service Loyalty Programs B2B Competitive Advantage 141

ShepHyken

JUNE 6, 2018

Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyalty programs promote perks, rewards, elite status and more, which might suggest that not all customers are equal. But, what about when it comes to customer service?

Airlines 97

Airlines Hotels Loyalty Programs Loyalty 97

Blake Morgan

MARCH 13, 2023

Looking to be customer-centric? Companies with female CEOs aren’t just more profitable —they also tend to lead in customer experience. Women thrive in customer-centric roles. In celebration of International Women’s Day and following up on a list I created last year , here are 20 more customer-centric companies led by women: 1.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

ShepHyken

JANUARY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. How do you keep your loyal customers? How do you keep your loyal customers? Next is my commentary on self-service and convenience, featuring findings from our customer service research. It’s a win-win.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

ShepHyken

AUGUST 1, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. These people are the brand ambassadors who get customers to buy more and say, “ I’ll be back.”. Want to “deliver delight” to your customers?

Customer Service 70

Customer Service B2C B2B Guest Experience 70

ijgolding

SEPTEMBER 18, 2014

I often tell people how rare I think it is for companies to demonstrate ‘customer empathy’ on a consistent basis. Customer empathy is a critical element that will have a significant effect on the experience customers have with a business. can have significant detrimental effects on a business.

Airlines 211

Airlines Travel Social Media Course 211

ShepHyken

OCTOBER 5, 2020

Each week I read a number of customer service and customer experience articles from various resources. Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. Time to pay attention and meet your customers where they are. My Comment: Customer service week starts today, October 5, 2020!

Customer Service 66

Customer Service Hospitality Virtual Agent Loyalty 66

Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The standard level of customer service at most modern companies is reactive. Image that you’re a manager at a hotel. How was the pool?

Leadership 68

Leadership Customer Service Hospitality Hotels 68

SurveySparrow

JUNE 30, 2023

Welcome to the captivating world of customer experience design, where we turn mundane interactions into extraordinary adventures. But, we will be unleashing our creativity to design experiences that will have your customers grinning from ear to ear. Understanding Customer Experience Design What is CX design, you ask?

Customer Experience Design 52

Customer Experience Design Customer Experience Effort Score Customer Journeys 52

ShepHyken

MARCH 31, 2020

The Customer is Your Bottom Line. They discuss his book, Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise , and strategies for hiring the right team, building the right service vision and delivering an unparalleled customer experience. Being nice to your customer doesn’t cost anything.

Hotels 65

Hotels Customer Satisfaction Loyalty Leadership 65

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. 10 Traits of a Great Hotel Front Desk Agent by Rupesh Patel.

Social Media 76

Social Media Customer Service Hotels Hospitality 76

Customers Rock!

OCTOBER 4, 2010

There has been a lot going on lately here at Customers Rock! social media and customer loyalty, a very new topic at the time. Much has changed in the world of social media, and customer loyalty/customer service is just now being discussed as a social media goal. Customer World/NACCM Customers 1st.

Social Media 146

Social Media Conference Hotels Loyalty 146

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

My work is definitely focused on for-profit organizations and much of what I do helps largish companies make more money. “Creating fewer ruined days for customers.” They want to please their bosses, their teammates and their customers. Heck, even my delivery guy now has a grumpy customer. Humans are emotional.

Company 231

Company Hotels Social Media Innovation 231

ShepHyken

FEBRUARY 22, 2017

Jordan Zabel deals with high-end customers who expect high-end customer service because he is the Director of Sales for Jet Linx , a private jet company that offers their services to corporate and private members. Jordan knows exactly what it takes to acquire these demanding customers. Would that be a dream job?

Sales 90

Sales Hotels Customer Service Training Loyalty 90

Steve DiGioia

DECEMBER 5, 2016

Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers. Keep focused on the people. Shep Hyken. Long term that can be a mistake.

Industry 100

Industry Culture Metrics Customer Centricity 100

ProProfs Chat

DECEMBER 22, 2019

“Instead of focusing on the competition, focus on the customer,” Scott Cook. With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies. Increasing customer retention rates by 5% boost profits by 25% to 95%.

Customer Service 101

Customer Service How To Social Media Customer Retention 101

Michelli Experience

DECEMBER 2, 2015

In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. There are leaders, followers, and…well people who just get in the way!

Customer Journeys 140

Customer Journeys Customer Experience How To Leadership 140

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. It was roughly about three years ago when I started developing Bornevia, a customer service help desk software, along with my team. Shep Hyken.

Hospitality 48

Hospitality Industry Hotels Customer Service 48

Beyond Philosophy

JULY 30, 2015

Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. When I first get to a hotel, I get settled.

Customer Experience 60

Customer Experience Hotels Airlines Exercises 60

ShepHyken

APRIL 24, 2017

Each week I read a number of customer service articles from various online resources. Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law. (The My Comment: Want to learn from some of the masters of customer service?

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

Beyond Philosophy

FEBRUARY 10, 2016

#Hateselling announces there is a problem with your Customer Experience. Of the many ways a Customer feels when they interact with your organization that drive value for your bottom line, do you think “feeling hated” is one of them? He writes, “ You have to wonder about an industry that seems intent on making customers miserable.”.

Travel 60

Travel Hotels Culture User Experience 60

ShepHyken

MARCH 21, 2017

Diana Oreck on How to Be a Customer Service Rock Star. What lessons can we learn from rock stars in the world of customer service and customer experience, like Ritz-Carlton? First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies.

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

BirdEye

NOVEMBER 8, 2023

If you want to gain more customers, you need to improve the quality of reviews you have across platforms. This is where businesses are appraised, critiqued, and advocated for by customers. Here are 5 tips to get more customer reviews How does Birdeye help you get more reviews from satisfied customers?

Ecommerce 59

Ecommerce Travel Hotels Social Media 59

SurveySparrow

OCTOBER 13, 2023

How can we use this stream of information to improve customer satisfaction , streamline operations, and increase efficiency? Imagine you run an online store, and seek customer feedback about their shopping experience. For instance, an e-commerce platform collects customer feedback through post-purchase surveys and online reviews.

Feedback 52

Feedback Examples Social Media e-support 52

ShepHyken

JULY 11, 2016

Each week I read a number of customer service articles from various online resources. Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? That means the loud and complaining customer may get more attention than one who quietly and politely complaints.

Customer Service 48

Customer Service Loyalty Programs Loyalty Tips 48

Customer Bliss

JULY 6, 2018

It gets us back to why we’re in business in the first place.” – Raul Leal, CEO of Virgin Hotels. The Make Mom Standard for How to Treat Your Customers has been on sale for a little less than a month now, and I’m immensely grateful for all of the positive reviews it’s received. What Does a Great CXM Culture Look Like?

Resources 100

Resources Case Study Comparison Hospitality 100

ShepHyken

OCTOBER 31, 2016

Each week I read a number of customer service articles from various online resources. 13 Haunting Customer Service Statistics by Tricia Morris. Microsoft) Here are 13 haunting (and daunting) customer service statistics that are keeping brands, and especially CSRs, up at night. I call them customer loyalty killers.

Customer Service 48

Customer Service Hotels Customer Service Training Leadership 48

Customer Guru

JANUARY 16, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. We hope to inspire and guide more professionals in adopting and inculcating a customer-centric approach in their organizations.

Customer Centricity 110

Customer Centricity Industry Hospitality Management 110

Bold360

NOVEMBER 28, 2018

Service that succeeds in meeting the baseline expectations of your customers– what I call satisfactory customer service–consists of four elements. Customers tend to be satisfied with a business if they receive, consistently, A defect-free product or service. (I An effective approach for problem resolution.

Customer Service 40

Customer Service Exceptional Customer Service Hotels Travel 40

Michelli Experience

APRIL 27, 2016

As a professional speaker, I envisioned possible stage benefits from learning improvisational comedy skills but I hadn’t appreciated the benefits that improv training would provide me in my role as a leader or as a consultant charged with helping organizations increase the quality of experiences they provided to their customers.

Hotels 100

Hotels Consulting Employee Experience Innovation 100

Michelli Experience

JANUARY 26, 2016

Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. How will you define employee engagement and customer experience success?

Leadership 100

Leadership Automotive Employee Engagement Hotels 100

John Paul

JULY 17, 2018

Premier worldwide leader in loyalty solutions and brand hospitality to serve Asia Pacific clients across banking, luxury, technology, automotive, FMCG and hospitality sectors. As we develop our APAC client base and grow , recruiting people with a passion for service and a customer focused mindset is key.

Omni-Channel 40

Omni-Channel Leadership Self Service Automotive 40

ShepHyken

JANUARY 23, 2023

Each week, I read many customer service and customer experience articles from various resources. How do you keep your loyal customers? How do you keep your loyal customers? Next is my commentary on self-service and convenience, featuring findings from our customer service research. It’s a win-win.

Customer Service 14

Customer Service Self Service Contact Center Loyalty 14

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. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Verint

DECEMBER 13, 2016

Earlier this month, we wrapped up Verint’s global Engage customer events for the year at the amazing Savoy Hotel in London.

Engagement 39

Engagement Customer Engagement Hotels Customers 39

ProProfs Chat

DECEMBER 23, 2019

If you were to answer a question, “What is that one thing that customers hate the most? . Customers don’t want to go out of their comfort zone to solve their own problems. So what can you do to provide a smooth and delightful experience to customers throughout their journey? But what is customer centricity ?

Customer Centricity 96

Customer Centricity Customer Journeys Knowledge Base Effort Score 96