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.

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How To Automotive Competitive Advantage Customer Service Training 623

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? Why Does Customer Service Impact Retention?

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Customer Retention Customer Service B2C Customer Service Strategies 173

ShepHyken

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.”. Often, they are really just one person the customer is interacting with.

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Customer Service Training Training Meeting Customer Service 161

ShepHyken

JUNE 9, 2021

Everybody has angry customers. Some customers are angry because they have a complaint. Whatever the reason, you must know how to handle angry customers. In our customer service training workshops , we provide a number of tactics to manage these difficult customer situations. Listen to your customer.

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Customer Service Training Customers Training Customer Service 147

ShepHyken

APRIL 11, 2023

The employees recognized that customer service is a team sport. It’s everyone’s job to make sure the customers leave happy. Unfortunately, I’ve also witnessed the opposite at a restaurant. The second is to take care of the customer. Get more information on The Customer Focus ™ customer service training programs.

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Sports Customer Service Customer Service Training Customers 134

ShepHyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

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Customer Service Training Customer Retention Customers Sales 127

ShepHyken

JULY 21, 2021

In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. I walked on stage and informed the audience that my original speech was much longer, but I promised the client that I would end on time.

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Customer Service Customer Service Training Customers Video 174

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. What happens when a customer calls? Software improves.

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Customer Service Customer Journeys Exercises Touchpoint 156

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. Bad service has no place in any company.

Poor Customer Service 161

Poor Customer Service Customer Service Training Software Sales 161

ShepHyken

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. When a company tells me they don’t want to participate in social media customer care, I ask why.

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Social Media Customer Service Customer Care Customer Service Training 156

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? For information, contact 314-692-2200 or www.hyken.com.

Customer Service 156

Customer Service How To Exercises Customer Service Training 156

ShepHyken

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. I returned calls and emails quickly.

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Customer Service Customer Experience Hotels Customer Service Training 138

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. So, how well do you know your customers? We surveyed 1,000 consumers in the U.S. Consider this: . Here’s an example.

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Airlines Customer Experience Survey Customer Service Training 172

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? This is opinion.) Do your customers trust you? If you think your customers trust you, that’s a 100% score. That’s a 57% gap!

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Chief Customer Officer Effort Score Policies Customer Service Training 123

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S. I love the GIF’s!

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Customer Service Social Media Tips Multi-Channel 88

ShepHyken

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. Provide more than general information. Make it easy.

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Employee Experience Customer Experience Self Service Call Center Experience 127

ShepHyken

OCTOBER 17, 2023

The intent behind this saying is “to warn of the dangers of unnecessary investigation. …” In other words, be careful pushing for more information. That may be the case for the cat, but it’s not so in the world of customer service. A good customer service rep, salesperson, or anyone interacting with a customer should be curious.

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Customer Service Training Customer Service Interaction Customer relationships 141

ShepHyken

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. Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction.

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Self Service Customer Experience Customer Service B2C 134

ShepHyken

FEBRUARY 16, 2022

When someone demonstrates a level of expertise and shares information you didn’t know, you tend to trust them. The other will share the same information, but at the same time will educate you why one is better – or not – than another. When you make a customer smarter, at least two things are happening. It’s simple.

Customer Experience 130

Customer Experience Customer Service Training Customers Loyalty 130

ShepHyken

SEPTEMBER 15, 2021

Think about this … what if you were to charge a customer just to talk to you about what you would sell them? What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? How good your customer service is. My customers would never have to wait on hold. .

Hotels 167

Hotels Customer Service Training Retail Financial 167

ShepHyken

OCTOBER 31, 2023

My friend Norman Beck sends me interesting articles and newsworthy information regularly. I’ve shared similar information about this in the past. And, while I’m talking about free, there is one other form of free that I love, and that’s hassle-free, something I know your customers will love too. It’s not really free.

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Airlines Customer Service Training Marketing Customer Service 132

ShepHyken

JUNE 20, 2023

territories, such as Puerto Rico. From these stories – and there are plenty more just like them – here are a few lessons we can take away: Customer Service Training: Many problems can be avoided with good customer service training. First, it shows empathy and care for the customer and the situation.

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Customer Service Customer Service Training Travel Entertainment 67

ShepHyken

MARCH 14, 2023

Or, In a recent Shepard Letter , I discussed the Trust Gap , which is the difference between an organization’s belief that their customers trust them and the percentage of customers who actually do. By the way, this is a perfect time to mention International Customer Loyalty Month, which happens every year in April.

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Loyalty Customer Service Training Customers Connections 100

ShepHyken

JANUARY 5, 2022

I love to receive great examples of outstanding customer service. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers. This prompted BarkBox to reach out to its customers in the areas that were hit hardest.

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Customer Experience How To Touchpoint Communication 173

ShepHyken

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. Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression. .

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Airlines Comparison Advertising Customer Service Training 130

ShepHyken

NOVEMBER 3, 2021

There have most likely been times that many of us have fallen short in taking care of our customers. Second, beyond the feedback, listen to what customers and employees are saying, which gives your measurement some context. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

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Hospitality Customer Experience Hotels Feedback 164

ShepHyken

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. The dealer just needed to stay open, and customers would come in and buy. And he has. .

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Sales Customer Service Advertising Customer Service Training 123

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. The lesson: Know who your customer is. Wrong answer!

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Sales Customer Service Training Training Customer Service 141

ShepHyken

AUGUST 12, 2020

It’s a genuine “thank you” or another comment to share your appreciation for your customer. That’s a great customer service strategy—just be nice! Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com.

Customer Service Strategies 132

Customer Service Strategies Customer Service Training Customer Service Strategy 132

ShepHyken

JULY 4, 2023

Instead, I focused on how to use the information to efficiently get the correct answer. So, how does this apply to customer service? Many people think that AI will be used to replace customer support agents – and even salespeople. They communicate the information in a way their customers understand and can relate to.

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Conference Customer Service Training Customer Service Study 127

ShepHyken

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. The customer must enjoy doing business with the company.

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Customer Service Training Customers Customer Service Customer Experience 129

ShepHyken

OCTOBER 6, 2021

That made me start thinking about the best ways to begin a conversation with a complaining or upset customer. Of course, there may be a few pleasantries to welcome a customer into the conversation. So, here are a few lines that customers love to hear. This statement makes a connection with the customer.

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Course Customer Service Training Customers Customer Service 163

ShepHyken

OCTOBER 13, 2021

In this article, we can say that three secrets to creating and sustaining customer loyalty are communication, communication, communication. The way you communicate, what you communicate, and how often you communicate can create the experience that gives a customer the confidence to continue doing business with you. .

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Loyalty Social Media Tips Communication 104

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. million customers.

Customer Service 153

Customer Service Airlines Tips Customer Service Strategies 153

ShepHyken

DECEMBER 29, 2021

There was a longer than usual line, and some of the customers were becoming frustrated. The customers were frustrated. That’s when a staff member asked the customers to please be patient, and they excused themselves for about two minutes, stepping away to discuss the problem. . The customers were happy to comply. .

B2B 136

B2B Customer Service Training Customers Retail 136

ShepHyken

APRIL 6, 2022

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?”

Customer Service 125

Customer Service Customer Service Training Retail Customers 125

ShepHyken

FEBRUARY 14, 2023

Let’s consider imitation, but let’s imitate a company that is outside of our industry. I recently did an informal poll on LinkedIn and asked: Which company’s customer service approach would you want your businesses to be like? Get more information on The Customer Focus ™ customer service training programs.

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Company Customer Service Training Online Experience Customer Service 148