ShepHyken

JANUARY 3, 2024

They no longer compare us only to our direct competition but also to the best service they’ve had from any company. TAKE ACTION: Sit down with your team and discuss their favorite companies to do business with inside and outside your industry. This is especially important to the Gen-Z and Millennial generations.

Trends 93

Trends Customer Service Customer Service Training Customer Retention 93

ShepHyken

JULY 4, 2023

I was just at an industry conference focusing on AI (Artificial Intelligence). Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Someone commented, “AI is going to make us stupid.” Connect with Shep on LinkedIn.

Conference 128

Conference Customer Service Training Customer Service Study 128

ShepHyken

AUGUST 16, 2021

16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. is a multi-billion dollar industry, one that’s growing all the time. 3 Projects to Refresh your Customer Service Strategy and Relieve Stress by Laura Krajewski.

Customer Service 89

Customer Service Social Media Tips Multi-Channel 89

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. mainland and U.S. Connect with Shep on LinkedIn.

Customer Service 67

Customer Service Customer Service Training Travel Entertainment 67

ShepHyken

DECEMBER 21, 2020

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. According to Channels, after just one negative experience, 51% of customers will never do business with that company again. by GISuser.

Customer Service 154

Customer Service Airlines Tips Customer Service Strategies 154

ShepHyken

NOVEMBER 28, 2023

For example, we might use company jargon and acronyms that others outside of the company or industry might not understand. In the customer experience world, one of the most challenging Moments of Misery™ to overcome is communication breakdown. Connect with Shep on LinkedIn.

Advertising 85

Advertising Training Software Customer Service Training 85

ShepHyken

AUGUST 17, 2022

Carlzon was president of Scandinavian Airlines, and he used this concept to turn a sub-par airline into one of the most admired airlines in the industry. Don’t let negative signals that are easily in your control taint the customer’s experience. . The post What Mixed Signals Do You Send Your Customers?

Airlines 130

Airlines Comparison Advertising Customer Service Training 130

ShepHyken

AUGUST 19, 2019

(G2 Crowd) Providing great customer service is not a choice or luxury; it’s a standard your customers expect. Well, here are nine “how to not’s” to consider in your customer service strategy. If live chat and chatbots are part of your customer service strategy, read this article.

Customer Service 117

Customer Service Leadership Ecommerce Culture 117

ShepHyken

NOVEMBER 28, 2023

For example, we might use company jargon and acronyms that others outside of the company or industry might not understand. In the customer experience world, one of the most challenging Moments of Misery™ to overcome is communication breakdown. Connect with Shep on LinkedIn.

Advertising 67

Advertising Training Software Customer Service Training 67

ShepHyken

JANUARY 19, 2022

This is given to professional speakers who have contributed to the industry. If a TSA employee inspecting luggage can surprise a passenger, it shouldn’t be hard for you to find ways to deliver small surprises to your customers. . As with many of these types of awards, they are represented in the form of a plaque. .

Transportation 128

Transportation Customer Service Training Course Customer Service 128

ShepHyken

JULY 22, 2019

(Acquire) If you really want to get ahead in the game, nail down a great customer service strategy. 14 ways to deliver a great customer experience – and more. There are a lot of ideas here; something for every type of business in any industry. 5 Tips For Turning Customers Into Brand Storytellers by Esther Choy.

Social Media 116

Social Media Customer Service Trends Tips 116

ShepHyken

OCTOBER 28, 2019

How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. Freshdesk) Building an airtight customer service strategy is the best way to weather the demands of today’s savvy customers. Super-charge the Journey to Customer-Centric Culture. I look forward to the future!

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

ShepHyken

APRIL 6, 2022

A great service experience creates price tolerance. How much tolerance depends on the market or industry. You can’t ignore that more than half of the customers we surveyed said, “Great customer service is more important than price.” . That’s up to you to determine. Just consider the findings.

Customer Service 125

Customer Service Customer Service Training Retail Customers 125

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

Company 72

Company Fashion Customer Service Training Comparison 72

ShepHyken

JUNE 6, 2022

My Comment: Regardless of the industry you and your company might be in, a good customer service strategy is to have a “hospitality mentality.” Adapt them to work for your industry. For example, a customer may not use a website to book a hotel room with you, but they might use it to buy your product.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

NOVEMBER 17, 2021

Is there a company you love, inside or outside of the industry, that is great at digital interactions? If so, can we implement similar offerings for our customers? . So, don’t let your competition take your customers away from you, simply because you haven’t kept up.? . Most companies already have a digital presence.

Fashion 125

Fashion Self Service Interaction Airlines 125

CSM Magazine

OCTOBER 19, 2023

In an industry as dynamic as travel, customer service often serves as the linchpin for success. While many companies focus on competitive pricing or unique offerings, there’s an often-overlooked factor that can significantly impact revenue: the quality of customer experience.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

ShepHyken

SEPTEMBER 28, 2020

(The Next Web) No matter what kind of business you run, a huge part of your business’ success ties back to your customer service strategy; according to a 2017 Microsoft report, more than half of consumers have stopped doing business with a company due to poor customer service.

Customer Service 75

Customer Service Culture Poor Customer Service Contact Center 75

ShepHyken

JUNE 2, 2021

It has pushed customer service and experience to a higher level. It doesn’t matter what type of business or industry, Amazon has changed what customers want and expect from any type of business. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

How To 133

How To Retail Advertising Customer Service Training 133

ShepHyken

AUGUST 31, 2020

Here are seven strategies, and I believe that any company from any industry will find one or more that will work for them. Had A Customer Service Fail? Loyal Customers 6X More Likely To Forgive Mistakes by Tech.co. There’s plenty of great information about how to use online customer service training.

Customer Service 105

Customer Service Social Media Customer Service Training Infographics 105

ShepHyken

SEPTEMBER 11, 2019

They all promise their customers a lush green lawn green devoid of weeds. But Rodney not only gets the business, he keeps the business, as evidenced by one of the lowest customer defection numbers in the industry. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Competitive Advantage 131

Competitive Advantage Conference Customer Service Training Course 131

ShepHyken

NOVEMBER 9, 2023

Leadership Skills We’ve put this in the first place because it is certainly the most vital skill any manager should have, regardless of their industry. Whether you’re personalizing your customer service or adding the human touch through a warm and welcoming presence, you can experiment with different techniques to see what works.

Customer Service 55

Customer Service Management Exercises Leadership 55

ShepHyken

APRIL 4, 2018

Their goal, you heard, is to have the best customer service in the industry. Let them go head-to-head with customer service and experience expectations based on the existing industry standards. Let the best of the best, regardless of industry standards, set your bar. Follow on Twitter: @Hyken.

Advertising 97

Advertising Customer Service Training Customer Expectations Industry 97

Storyminers

JULY 6, 2020

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. At Netomi, we deeply care about improving the customer experience. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

JULY 6, 2020

Of course, getting to the customer service rep is of major importance, but once there, customers expect the rep to be an expert (in other words, answer the question), deliver with empathy, act with speed and demonstrate flexibility (in that order). There is plenty of great information here to get you thinking.

Customer Service 65

Customer Service Healthcare Customer Journeys Feedback 65

Integrity Solutions

OCTOBER 27, 2021

Why Excellent Customer Service Matters. Differentiating on service isn’t just a smart strategy for growth; increasingly, it’s a survival strategy. In industries like retail, for example, the past couple of years have raised the bar on customer service expectations.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

DECEMBER 17, 2018

(CustomerThink) As 2018 comes to a close, it’s time to reflect upon this year’s Customer Care industry highlights, and to think about what’s expected to happen next year. To help you plan for 2019, we report on six major trends that are set to shake up the industry. Employees treated right will treat customers right.

Customer Service 77

Customer Service Trends Customer Care Case Study 77

Storyminers

JULY 6, 2020

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. At Netomi, we deeply care about improving the customer experience. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

AUGUST 26, 2019

My Comment: As I read this article I thought about the companies that have disrupted their industry – or even just their competition. Customer Service Challenges the Industry Will Face in 2020 and Beyond by Cory Hedgepeth. CustomerThink) There are few more perennial business challenges than customer service.

Customer Service 106

Customer Service Advertising Strategy Customer Service Training 106

ShepHyken

JULY 31, 2017

Here are a number of examples of how the hotel industry can deliver better service and a customer experience. Why does my business have such angry customers? My Comment: My friends at Customer Gauge have come out with another NPS (Net Promoter Score) post featuring benchmarks from the Tech industry.

Net Promoter Score 0

Net Promoter Score Customer Service Hotels Effort Score 0

ShepHyken

SEPTEMBER 18, 2017

My Comment: I have always believed that the best customer service people have a “hospitality mentality.” This article has 25 reasons why people employed in this industry are so resilient and deliver outstanding service, even in tough times. Important: This information goes beyond the hospitality industry.

Customer Service 81

Customer Service Hospitality Customer Centricity Competitive Advantage 81

ShepHyken

DECEMBER 23, 2019

Evergage) We asked 10 leading experts in the fields of marketing, customer experience, e-commerce, personalization, customer data platforms (CDPs) and more for their industry predictions for 2020. Make Your Customer Service Ready For 2020 by CrazyCall. 10 Marketing, Tech and CX Predictions for 2020 by Sara Card.

Customer Service 100

Customer Service eBook Trends Tips 100

ShepHyken

MAY 9, 2022

Three Stats That Will Change the Way You Think About Customer Loyalty Stats by Wise Marketer Staff. The Wise Marketer) Whether due to the rise of e-commerce, the disruptions of the pandemic, or other factors specific to a given industry, the old patterns of consumer behavior no longer hold true in the current marketplace.

Customer Service 67

Customer Service Tips e-support Loyalty 67

ShepHyken

MAY 16, 2022

I share it as an example of a company that is considered one of the best in their industry but still is willing to invest (billions) into keeping up with their customer’s expectations and creating an even better experience. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 64

Customer Service Net Promoter Score Airlines Customer Journeys 64

Comm100

OCTOBER 8, 2016

Using good Relationship Marketing strategies will also help solidify their trust in you as an industry leader. Use the following Relationship Marketing strategies to bring your customers one step closer to the lifelong loyalty you’re seeking. consumers switch service providers due to poor service.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

ShepHyken

DECEMBER 20, 2017

The numbers are different, but the concept is valid for any business in any industry. Our customers are smarter than ever, at least as customer service is concerned. They know what good customer service is and they aren’t just comparing you to your direct competition. Follow on Twitter: @Hyken.

Customer Service 109

Customer Service Competitive Advantage B2C Culture 109

ShepHyken

JUNE 28, 2017

Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service. His goal is for VW to be one of the best in the industry. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Customer Service Training 98

Customer Service Training Meeting Customer Service Interaction 98