ShepHyken

APRIL 9, 2024

Companies like Amazon, Chick-fil-A, Apple, and other customer experience luminaries promise great service, deliver on their promises, and set the bar higher for others. You don’t have to be an Amazon or an Apple to deliver amazing service. But you do have to meet expectations. Connect with Shep on LinkedIn.

Customer Service Training 139

Customer Service Training Customers Customer Service Study 139

ShepHyken

NOVEMBER 14, 2023

Alignment with Beliefs and Vision (The Culture): While money may be a basic need, the culture of the organization must meet the employee’s needs and what they value. Employees may tolerate a work environment that doesn’t meet their needs beyond a paycheck, but there is little incentive to stay when something better comes along.

Insurance 147

Insurance Employee Experience Culture Customer Service Training 147

ShepHyken

NOVEMBER 7, 2023

This is what helps drive customer loyalty. Is your organization meeting your customers’ needs? Look at each of these “levels” and determine if your organization is meeting your customers’ needs, and if appropriate, feel free to add to the list. This is meant to be a conversation starter.

Policies 95

Policies Meeting Customer Service Training Customers 95

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. We agreed to meet on Zoom. I was on time.

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Sales Customer Service Training Training Customer Service 142

ShepHyken

DECEMBER 26, 2023

Today’s customers will reach out to you in the most convenient way. Regardless of the channel, you need to be there and meet their communication expectations. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Today, they may call you.

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Customer Service Tips Guidelines Policies 156

ShepHyken

DECEMBER 12, 2023

Every interaction the customer has with us, from learning about our company, our marketing messages, the sales experience and then anything after the sale, is all part of the customer experience. I’m often asked to be the keynote speaker at sales meetings. I refer to this as Selling with Service.

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Sales Customer Experience Tips Customer Service Training 91

ShepHyken

APRIL 25, 2023

He liked what he tasted and reached out to the Frito-Lay CEO to set up a meeting. Somehow Montañez landed an appointment to meet with the CEO and other company executives. During the meeting, an executive asked, “How much market share do you think you can get?” Or are you an executive who’s willing to listen?

Insurance 102

Insurance Customer Service Training Meeting Leadership 102

ShepHyken

AUGUST 8, 2023

On a scale of one to 10, how likely are customers and employees to yawn during a meeting or presentation? Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. This is the comfortable place employees might enjoy a short nap during a stressful day.

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Customer Service Training User Experience Customer Experience Employee Experience 117

ShepHyken

NOVEMBER 23, 2022

Using the customer’s name, calling them back a little quicker than expected, and meeting – and exceeding ever so slightly – other basic expectations make customers appreciate doing business with you. Meeting Expectations All the Time – This is the addition to my list. A simple example of this is returning a call or email.

Meeting 72

Meeting Customer Service Training Customer Expectations Customer Service 72

ShepHyken

SEPTEMBER 29, 2022

The CEO has sent out videos, regularly schedules town hall meetings, and shares best-of-the-best examples of how team members are creating amazing experiences and Moments of Magic® for their colleagues and customers. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

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Customer Service Training Training Video Customer Experience 125

ShepHyken

AUGUST 18, 2021

Let’s assume that at least two airlines meet my needs and have availability. Knowing your customers better than your competition knows them may be the differentiator that earns you their business. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Airlines 172

Airlines Customer Experience Survey Customer Service Training 172

ShepHyken

SEPTEMBER 9, 2020

Never lose sight of what the customer expects. Meeting that expectation may be all you have to do to surprise and delight. 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.

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Customer Service Training Training Customer Service Customer Expectations 132

ShepHyken

SEPTEMBER 15, 2021

I’ve met financial advisors, attorneys, and architects who will charge you for the first meeting with them. And maybe that idea is so good that customers would pay you for the privilege of doing business with you, even if they don’t have to.? . The post Would Customers Pay to Do Business with You? Follow on Twitter: @Hyken.

Hotels 167

Hotels Customer Service Training Retail Financial 167

ShepHyken

NOVEMBER 9, 2022

Founder, Jeff Bezos, was an early adopter of a relentless focus on the customer experience.? . Did Bezos really believe that Amazon should be so good they didn’t need a customer service department? Did he really have an empty chair in his meetings to represent the customer? That’s truly customer-focused! .

Competitive Advantage 69

Competitive Advantage Customer Focused Customer Service Training Meeting 69

ShepHyken

MAY 10, 2023

The key is training The key is training, but it isn’t just imparted in one session to tell employees what to do – or not do. It’s about continuously sharing stories of what other employees are doing to meet customers’ needs and demands, all without crossing the line in the sand. Connect with Shep on LinkedIn.

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How To Policies Customer Service Training Training 64

ShepHyken

JANUARY 11, 2023

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. If you’ve followed my work, then this line should be familiar: What’s happening on the inside with employees is felt on the outside by the customer. .

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Employee Experience Customer Experience Self Service Call Center Experience 128

ShepHyken

JUNE 2, 2021

Think Like You’re Amazon: Some of the best competitive insights can come from asking your own people what they think about Amazon’s customer service and experience. Have a meeting and ask these two powerful questions: “What could Amazon do to take away our customers?” For information, contact 314-692-2200.

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How To Retail Advertising Customer Service Training 133

ShepHyken

OCTOBER 5, 2022

Unfortunately, Brian couldn’t leave home to meet her at the dealership. Create the experience that gets customers to not only buy today, but will also say, “ I’ll be back ” tomorrow. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken.

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Sales Customer Service Advertising Customer Service Training 123

ShepHyken

FEBRUARY 23, 2022

But recognizing that people have shorter attention spans, as in a Light Switch Mentality , will remind us to react faster to our customer’s needs, ideally meeting and even exceeding their expectations. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Competitive Advantage 128

Competitive Advantage Customer Focused Customer Service Training Video 128

ShepHyken

JUNE 6, 2023

Of course, business is business, and I hope these free offerings lead to someone saying, “I want to book Shep as our customer experience keynote speaker for our next meeting.” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Video 85

Video Advertising Customer Service Training Consumers 85

ShepHyken

FEBRUARY 17, 2021

Take a look at the process customers and employees go through with your organization. My suggestion is to have a team meeting to brainstorm different ER strategies. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. The post The ER Strategy 2.0:

Strategy 144

Strategy Customer Service Training Groups Customer Service 144

ShepHyken

DECEMBER 1, 2021

So, how can you keep good employees, and keep them not only engaged with their jobs but also engaged with their customers? They also work for the company and the customer. Meet my friend, leadership expert Tim Durkin – he has an answer. He shared his 3-N strategy, and it’s simple. Is there a way to keep good people? .

Healthcare 125

Healthcare Customer Service Training Feedback Leadership 125

ShepHyken

SEPTEMBER 14, 2022

Despite customers complaining and leaving, they elect not to invest in the people and tools it takes to meet the needs and expectations of their customers. . The company wants to deliver a better service experience but can’t seem to make it happen. The post Bad Customer Service Isn’t the Problem.

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Culture Customer Service Poor Customer Service Leadership 105

ShepHyken

DECEMBER 9, 2020

This could be at a weekly team meeting or even a quarterly event. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

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Customer Service Training Leadership Survey Customer Service 142

ShepHyken

JANUARY 24, 2018

Nayeli shared that Encore has a relentless focus on customer service, and part of their customer experience includes a “departure meeting” where they can personally thank clients and get feedback on the event they helped produce. The meeting is meant to create a memorable last impression for their client.

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Hotels Conference Meeting Fashion 99

ShepHyken

JULY 27, 2022

There is a sense of pride when someone meets their goals. . Continual training keeps employees interested and helps build new skills. . Think about how many more you could uncover if you sat down with your team and had a focused meeting on this subject. . People love it when they get to do what they’re good at. .

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Culture Employee Experience Customer Service Training Training 67

ShepHyken

FEBRUARY 21, 2023

While many of those concepts are still valid today, it’s time to modify the list and give a few of the original reasons a facelift to bring them into current times. First, a reminder that an amazing customer experience isn’t about being over the top. It’s simply consistently meeting or (ever so slightly) exceeding expectations.

Customer Experience 67

Customer Experience Customer Service Training Loyalty Customer Retention 67

ShepHyken

DECEMBER 7, 2022

When a client is interested in engaging me to speak at their meeting, I’ll usually ask in our initial call, “Why is hiring a customer service speaker important to you at this time?”  . Our customers, not our competition, are the reason customer service is important to you. . Follow on Twitter: @Hyken.

Customer Service 76

Customer Service Course Customer Satisfaction Customer Service Training 76

ShepHyken

APRIL 18, 2023

In many of my customer service and CX keynote speeches, I’ll ask the audience to shout out the companies they love doing business with. Without fail, someone – usually many people – mentions Amazon. Amazon has educated its customer as to what a great experience looks like. Connect with Shep on LinkedIn.

B2C 64

B2C B2B Customer Service Training Retail 64

ShepHyken

MARCH 6, 2019

Even though the flight was later, I would still arrive in time for my meeting. The customer service agent was happy to accommodate my request. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Then I started to think. She rebooked me on the later flight.

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Airlines Customer Service Training Travel Training 111

ShepHyken

AUGUST 21, 2019

What would be on your list of customer-focused musts ? You could discuss this at your next team or company meeting. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. The post What Can You Do To Create a Better Experience For Your Customers?

Customer Experience 129

Customer Experience Insurance Customer Focused Customer Service Training 129

ShepHyken

MAY 22, 2019

I’ve seen customers scream at servers in restaurants, flight attendants on airplanes, and customer service reps – for things that they and their companies had no control over. Perhaps the customer had a flat tire on the way to an important meeting. Maybe they lost an important sale. It doesn’t matter.

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Customer Focused Customer Service Training Customers Customer Service 133

ShepHyken

SEPTEMBER 11, 2019

It’s always a treat when I meet people who not only agree with my philosophies but take them a step further. I met Rodney at a conference where I was speaking about customer service. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Competitive Advantage 131

Competitive Advantage Conference Customer Service Training Course 131

CSM Magazine

OCTOBER 19, 2023

As recent reports suggest, companies that invest in higher levels of customer service often reap the financial rewards in the investment created. On one hand, their transport team Account Managers work closely with transport companies to ensure clear meeting times and instructions are provided before travel.

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Travel Transportation Customer Experience Exceptional Customer Service 52

ShepHyken

NOVEMBER 9, 2023

Team members need to be shown what is expected of them and how they can do it – they deserve a fair shot at excelling in their roles. Without customer service training, you would be sending them in blind. Your team is not that different.

Customer Service 55

Customer Service Management Exercises Leadership 55

ShepHyken

APRIL 27, 2022

Many years ago, I had a client who almost didn’t hire me as a customer service keynote speaker. He had been reading my customer service articles for several years. We even had a conversation about his meeting. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

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Conference Customer Service Training Customer Focused Video 67

ShepHyken

JANUARY 17, 2022

My Comment: If you want to create a strong customer experience, you must understand your customers – enough to know what they want, even before they know themselves. This article touches on serval areas about your customer’s journey you want to explore to create an experience that meets and exceeds customers’ expectations.

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Customer Journeys Customer Service Retail Touchpoint 67