ShepHyken

JANUARY 23, 2024

If you’re making your customer go through the same process multiple times, you’re creating a negative customer experience. As I typed the same thing onto each form repeatedly, I thought, “What a waste of time for the customer – or, in this case, the patient.” Don’t bog the customer down. I’m okay!)

Insurance 87

Insurance Banking Customer Service Training Retail 87

ShepHyken

NOVEMBER 14, 2023

Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. Before you can have a strong customer experience, you must have a good employee experience. Other benefits include insurance, retirement contributions, and other less tangible, yet still important, reasons related to the paycheck.

Insurance 149

Insurance Employee Experience Culture Customer Service Training 149

ShepHyken

APRIL 25, 2023

One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. In preparing for an upcoming speech, I worked with Anthony Demangone, CMO of the National Association of Federally Insured Credit Unions. We discussed the ownership concept and how everyone can act like an owner or leader.

Insurance 104

Insurance Customer Service Training Meeting Leadership 104

ShepHyken

AUGUST 21, 2019

It is an example of excellent customer service. Some items were business necessities—a spare tire kit, the right kind of insurance and more. Then there were other “should haves” that might make the customer’s experience better. A snack box to give your customers a little something they weren’t expecting.

Customer Experience 129

Customer Experience Insurance Customer Focused Customer Service Training 129