Shep Hyken
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. Customers want the basics before anything else. .
Comm100
AUGUST 29, 2021
As storefronts have evolved, so too has customer service. Now more than ever, customers are empowered to expect more from businesses and get more in return. Customers expect flexibility across channels and a consistent experience no matter how they reach out.
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Integrity Solutions
FEBRUARY 12, 2021
Most companies like to say they provide great customer service and deliver it with integrity, but what does that really mean? Have you created a customer service strategy that defines those expectations? . Implementing A Customer Service Strategy.
ProProfs Chat
MAY 1, 2020
Did you know that 56% of people around the globe believe that companies need to take action on feedback provided by their customers? Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. One-Time Training.
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?
ShepHyken
JANUARY 20, 2021
So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships.
Shep Hyken
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.”.
Bill Quiseng
DECEMBER 13, 2021
Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. What’s better than gaining a new customer?
Ecrion
JULY 22, 2019
Every year, businesses lose over $75 billion in potential revenue thanks to one thing: poor customer service. And while studies show that about 1 out of every 26 customers complain about poor customer service, over 90% of those dissatisfied customers simply stop working with your business — and never come back. Be honest with yourself: How confident are you, really, with your current level of customer service?
ShepHyken
JULY 22, 2020
I was on a customer support call with a software company and their rep said, “I’ll need to talk to my manager. This is the customer service rep I want to talk to every time I call the company. When it comes to customer service, I’m in alignment with the second definition.
ShepHyken
FEBRUARY 5, 2021
He writes about how to turn negative customer service interactions into positive experiences. You would more than likely prefer if all of your customer interactions and transactions were completed smoothly and resulted in positive experiences for the customer and your business.
Hyken
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.
ShepHyken
SEPTEMBER 9, 2020
The intention is that we surprise our customers with better-than-expected service. She hired a cleaning service to clean her home, and specifically told them not to go into the third bedroom. Back to general customer service.
Russel Lolacher
DECEMBER 10, 2019
STRATEGY (strat·e·gy) /?strad?j?/. ” Over the years, many a branded platform has been launched, with little to no long-term social media customer service strategy… or even a short-term one. Why do you want to be on social media to serve your customers?
ShepHyken
MARCH 16, 2021
Customer Service Lessons From the Disney of Healthcare. They discuss some of the foundational concepts in creating an exceptional customer experience. Top Takeaways: Some businesses such as a healthcare practice or provider, do not have a product that the customer touches.
ShepHyken
JANUARY 29, 2021
Daunting as it may appear, keeping your customers happy is an attainable goal — when you put your mind to it. You can do the same and improve your customers’ experience. Get to know the customer personally. Such a gesture goes a long way toward retaining customers.
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. When your customers can buy what you sell from others, that’s called competition. Is it the customer service? .
ShepHyken
MARCH 6, 2019
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. The point is that if you’re working with a customer and trying to resolve a problem, consider all potential solutions, not just the first one you come up with. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.
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. The last two letters of better are E and R, which is where the ER strategy comes from.
Shep Hyken
JANUARY 11, 2023
Most everyone in the business world is familiar with the idea of customer experience (CX). Most businesses today use technology to meet their customers’ needs. This comes in the form of streamlining processes, self-service customer support solutions and more.
Shep Hyken
OCTOBER 20, 2021
I was recently answering a question from a young customer service agent. One thing I suggested was that he follow up his conversation with a customer with a thank-you note. Instead, he texted the thank-you to his customer. .
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.
Shep Hyken
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. .
Shep Hyken
DECEMBER 28, 2022
Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience. Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. . Don’t make customers wait on hold.
Shep Hyken
OCTOBER 12, 2022
Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. Customers call us, but we didn’t invent the phone.”
Shep Hyken
DECEMBER 21, 2022
As I talk to people about their experiences with the companies and brands they do business with, they often use the terms customer service and customer experience interchangeably. Here are some of the different definitions the public gives to customer service: .
Shep Hyken
NOVEMBER 2, 2022
An important goal of a good customer experience is to make the customer feel special. With that, An important goal of a good customer experience is to make the customer feel special. Here are five ways to make your customers feel special: .
Shep Hyken
NOVEMBER 30, 2022
What was once considered a flexible, customer-friendly return policy became a hassle for the customer. . These changes are the reasons some customers shared when they were asked, “Why don’t you come back anymore?” . Many customers complained, and some even left. .
ShepHyken
JANUARY 26, 2018
This week we feature an article by Evan Hackel who writes about why it is important to train your frontline with excellent listening skills. Pay attention to what customers are saying. Take advantage of what you are seeing and hearing and then use what you’ve learned to surprise your customers with amazing and exceptional customer service. – Shep Hyken. And then have been times when I enjoyed superb service from frontline staff.
Hyken
JANUARY 31, 2023
He found that it often doesn’t cost much more to upgrade. So, I started thinking about this advice and how we can apply it to the customer experience. Essentially, I was thinking that we can proactively give our customers a better experience by bumping our efforts up a notch.
Shep Hyken
JANUARY 25, 2023
I’ll describe it in the form of a question: Do you create an experience that is so good your customers want to remember it with a photograph? Create an experience that customers want to remember and share. Here’s an interesting concept.
Shep Hyken
OCTOBER 19, 2022
Based on all their awards and the comments from happy customers posted on social channels, they deliver. . 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. Then ask your customers.
Shep Hyken
OCTOBER 26, 2022
It describes the role an employee has when interacting with a customer. Typically, the word they is used to describe the individual who helped the customer. Anyone who, at any time, is interacting with a customer is confirming or eroding your brand promise.
Shep Hyken
SEPTEMBER 29, 2022
We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. Their customers don’t know about this initiative. They don’t know about the hours of training the employees are going through.
Shep Hyken
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. This is where sales and customer service collide.
Shep Hyken
AUGUST 24, 2022
They have great customer service. . They provide a great overall customer experience. . These are the basic expectations customers might have with the companies they choose to do business with. The product or service must do what it is supposed to do.
Shep Hyken
JULY 20, 2022
I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. . And if what makes you different is important to your customers, they will want to be a part of your world. .
Shep Hyken
AUGUST 17, 2022
It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Don’t let negative signals that are easily in your control taint the customer’s experience. .
Shep Hyken
AUGUST 3, 2022
No employee should be treated poorly by customers. . According to a BBC News story, the Edinburgh Airport decided to simply disconnect its customer support line. . It turns out that 90% of the complaints the customer support team received had to do with lost luggage.
Shep Hyken
JANUARY 18, 2023
Recently I wrote my annual Forbes article featuring customer service and CX predictions and trends for 2023. The best marketers have realized that personalization is a way to get closer to the customer – or at least make it appear to be so.
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