ProProfs Chat
MAY 1, 2020
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.
ShepHyken
MARCH 30, 2022
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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Comm100
AUGUST 29, 2021
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.
Integrity Solutions
FEBRUARY 12, 2021
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.
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?
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.”.
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.
Ecrion
JULY 22, 2019
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?
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.
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.
ShepHyken
SEPTEMBER 9, 2020
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.
ShepHyken
FEBRUARY 5, 2021
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.
ShepHyken
JANUARY 26, 2018
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.
ShepHyken
MARCH 16, 2021
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.
ShepHyken
JANUARY 29, 2021
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.
Russel Lolacher
DECEMBER 10, 2019
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?
ShepHyken
MARCH 6, 2019
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.
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. When your customers can buy what you sell from others, that’s called competition. Is it the customer service? .
Comm100
OCTOBER 11, 2017
Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself.
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?
ShepHyken
OCTOBER 20, 2021
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. .
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.
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?
ShepHyken
FEBRUARY 7, 2023
If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers. The cost of employee turnover goes beyond hiring and training. That can cause customers to leave as well.
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. It is a time to focus some extra care and attention on your loyal customers.
ShepHyken
NOVEMBER 25, 2020
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.
ShepHyken
FEBRUARY 17, 2021
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.
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.
ShepHyken
MARCH 8, 2023
I love hearing about complaints and problems that are solved to the point that the customer wants to tell the world about the experience. That shows you’re in sync with the customer. Fix the Problem: The server offered a great solution.
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. Customers call us, but we didn’t invent the phone.”
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. Just as we want our customers to come back, we want our employees to stay. .
ShepHyken
DECEMBER 28, 2022
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.
ShepHyken
OCTOBER 26, 2022
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.
ShepHyken
NOVEMBER 2, 2022
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: .
ShepHyken
DECEMBER 21, 2022
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: .
ShepHyken
AUGUST 3, 2022
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.
ShepHyken
SEPTEMBER 29, 2022
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.
ShepHyken
JULY 20, 2022
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. .
ShepHyken
NOVEMBER 30, 2022
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. .
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. Don’t let negative signals that are easily in your control taint the customer’s experience. .
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