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The Number One Customer Service Strategy

Shep Hyken

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. .

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How to Train Your Agents for an Omnichannel Customer Service Strategy

Comm100

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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Does Your Company Have A Customer Service Strategy?

Integrity Solutions

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.

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The Complete Customer Service Training Guide

ProProfs Chat

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.

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How to Avoid Roadblocks to Great Customer Service

ShepHyken

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?

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Small Improvements in Customer Service Create Big Wins

ShepHyken

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.

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The “Always” Concept: What We Must Always Do For Our Customers

Shep Hyken

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.”.

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Karen Hertzberg: Improving Customer Retention Through Great Customer Service

Bill Quiseng

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?

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3 Customer Service Training Secrets You’ll Wish You’d Known 5 Years Ago

Ecrion

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?

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Would You Fight to Make Your Customers Happy?

ShepHyken

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.

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Guest Post: 5 Tips to Improve a Bad Customer Experience

ShepHyken

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.

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The Worst Sales Call Ever

Hyken

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.

Sales 105
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When Surprise and Delight Becomes Surprise Without Delight

ShepHyken

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.

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Start Your Social Media Customer Service Strategy Here

Russel Lolacher

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?

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Amazing Business Radio: Neil Baum

ShepHyken

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.

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Guest Post: 5 Contact Center Best Practices That Make Clients Happier

ShepHyken

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.

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How to Disrupt Your Competition

ShepHyken

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? .

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Look Past the Obvious for a Better Solution

ShepHyken

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.

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The ER Strategy 2.0: Small Improvements Add Up

ShepHyken

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.

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Three Ways to Create an Employee Experience that Creates a Better Customer Experience

Shep Hyken

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.

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Old School Ideas Can Have Big Impact?

Shep Hyken

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. .

Fashion 108
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Thanksgiving Week Special: A Recipe for Amazing Customer Service

ShepHyken

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.

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Top Ten Customer Service and Customer Experience Predictions for 2023

Shep Hyken

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.  .

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23 Ways to Create an Amazing Experience In 2023

Shep Hyken

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.

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The Best Social Media Channels for Customer Service

Shep Hyken

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.”

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Customers Don’t Know the Difference Between Customer Service and Customer Experience

Shep Hyken

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: .

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Five Ways to Make Customers Feel Special

Shep Hyken

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: .

Sales 96
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Don’t Forget What Got You to the Dance?

Shep Hyken

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. .

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Guest Blog: Why You Should Train Frontline Personnel to Be Great Listeners

ShepHyken

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.

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Upgrade Your Customer Service to a First-Class Experience

Hyken

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.

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Create a Selfie Experience

Shep Hyken

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.

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The Echo

Shep Hyken

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.

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CEO of the Moment

Shep Hyken

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.

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Posters on the Walls

Shep Hyken

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.

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When Sales and Customer Service Collide

Shep Hyken

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.

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Three Simple Ways to Get Customers to Trust You

Shep Hyken

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.

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Different is Better Than Better

Shep Hyken

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. .

Fashion 102
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What Mixed Signals Do You Send Your Customers?

Shep Hyken

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. .

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Seven Ways to Handle Abusive Customers (And One Way Not To)

Shep Hyken

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.

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Don’t Just Personalize the Customer’s Experience – Individualize it?

Shep Hyken

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.