ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. That’s Not My Department” and 10 Other Phrases Customers Hate. Treat Your Current Customers Better than Your New Customers.

Video 122

Video Customer Service Customer Experience Customer Service Training 122

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. Here’s why this is important to you, even if you aren’t in a customer-facing role. Does the Customer Come Back?

Metrics 151

Metrics Customer Service Measurement Customer Service Training 151

ShepHyken

JANUARY 16, 2024

When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. It’s what our customers say. It’s just our perception.

Customer Service 142

Customer Service Customer Centricity Customer Service Training Survey 142

CSM Magazine

NOVEMBER 1, 2018

Customer support is a critical interface with a huge impact on customer satisfaction and customer retention and, thereby, on business performance and profitability. Here are a few fundamental must-haves for any prospective online customer service training solution. Course management. Learning delivery.

Customer Service Training 40

Customer Service Training Training Software Customer Service 40

Integrity Solutions

SEPTEMBER 28, 2023

It’s never been more important to understand your customers and what they value. It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses.

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Customer Service Training Training Customer Service Contact Center 111

Stella Connect

JANUARY 9, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust. Jack Lorentzen, Senior Associate, Customer Experience.

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Customer Service Training Training Customer Service Management 41

Up Your Service

OCTOBER 25, 2016

Many companies provide customer service training for some or all of their employees. But soon after the leaders of these same companies ask why everyone in the organization hasn’t embraced a true understanding of – and commitment to deliver – service excellence ? Let’s start with customer service training.

Customer Service Training 40

Customer Service Training Training Customer Service Culture 40

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.

Self Service 136

Self Service Customer Experience Customer Service B2C 136

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. It’s grown to include all of the customer experiences your customer has every day.

Customer Service 80

Customer Service Government Employee Experience Video 80

ShepHyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. Smarter Customers This is the same prediction I’ve started with for several years. Smarter Customers This is the same prediction I’ve started with for several years.

Trends 94

Trends Customer Service Customer Service Training Customer Retention 94

ShepHyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.

Customer Experience 152

Customer Experience Customer Service Gamification Interaction 152

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. – Use social media as a key customer service channel. Everyone texts.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

ShepHyken

SEPTEMBER 13, 2023

Every once in a while, someone will ask, “What’s the difference between customer service and customer experience?” Customer service really drove the customer experience. A customer could visit a store or business. Or a customer could call a phone number to ask a question, resolve a complaint, etc.

Customer Experience 70

Customer Experience Customer Service Gamification Social Media 70

ShepHyken

MARCH 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. For this short post, let’s look at two emerging customer experience trends.

Customer Service 129

Customer Service Customer Service Training Customer Retention Training 129

ShepHyken

JULY 21, 2021

Even if you didn’t read my past articles or watch my videos about this, you still know and understand it. 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. You applauded and I took center stage.

Customer Service 174

Customer Service Customer Service Training Customers Video 174

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Customer Service 77

Customer Service Government B2B B2C 77

Myra Golden

JANUARY 8, 2018

Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning. We show our three best features in this short video. Custom website and branding.

Customer Service Training 45

Customer Service Training Training Customer Service Video 45

ShepHyken

NOVEMBER 28, 2018

The idea is that you look to create the “legendary” type of stories that come from your employees and set the bar for the customer experience you want to deliver. Probably the best example is the famous Nordstrom story where a customer returned a set of used tires to a Nordstrom – and the store employee gave the customer a refund.

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Video Social Media Customer Service Training Customers 126

ShepHyken

OCTOBER 24, 2023

Not long ago, I wrote an article and created a video on Doing More Than Expected – even when it’s not included in your job description. That employee is the type of team member who will do whatever they can to take care of their internal and external customers.

Customer Service Training 140

Customer Service Training Video Course Customer Service 140

ShepHyken

MAY 27, 2020

I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with. You reach out to a salesperson or customer support agent with a problem or a question.

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Video Customer Service Training Training Customer Service 128

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. According to an article in Craving Tech, organizations that have integrated this new technology into their operations saw a 25% boost in customer satisfaction in 2023. I agree that customers are more demanding than ever.

Loyalty Programs 77

Loyalty Programs Hotels Customer Service Hospitality 77

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Myra Golden

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. Engage with video. What advice can you give me?

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Training Customer Service Contact Center How To 105

ShepHyken

APRIL 21, 2021

When your customer calls, emails or texts you, you must respond. By the way, if you’ve got an amazing – or horrific – customer service story, send it over. (By By the way, if you’ve got an amazing – or horrific – customer service story, send it over. One that would impress your customers.

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Insurance Customer Service Training Video Customers 154

Bill Quiseng

DECEMBER 6, 2021

Highlight your culture by introducing your core values, describing the empowerment processes that employees can use to exceed customer expectations and offering specific stories when employees went above and beyond for your customers. Don’t bore your employees with rote customer service training. Appreciate.

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Customer Centricity Exceptional Customer Service Culture Customer Service Training 195

ShepHyken

JUNE 6, 2023

For Amazon, it’s free shipping, access to video content, and more. I create weekly videos based on these articles. If something I write or put in a video makes a difference in someone’s life or business, that’s good enough for me. A different way to say free is no extra charge. Isn’t that the same as free? Here’s a scenario.

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Video Advertising Customer Service Training Consumers 86

ShepHyken

DECEMBER 11, 2019

With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. Here are the first ten of twenty ideas as to how you can up your customer service game in 2020. Send a surprise “gift” when your customers are least expecting it.

Customer Service 118

Customer Service Customer Experience Fashion Video 118

Myra Golden

JUNE 1, 2015

Myra Golden’s Customer Service Video Library. Top 6 Ways to Get An Angry Customer to Back Down. The Psychology of Customer Anger. Customer Service: The Issue is Not the Issue. Handling a Problem That’s the Customer’s Fault. The “Easy” Customer Experience.

Training 40

Training Video Customer Service Customer Service Training 40

Vonage

JUNE 23, 2017

Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. Both are part of the customer experience (CX). So, which customer experience would you rather create? Read more from Shep Hyken.

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Customer Experience Marketing Advertising Customer Service Training 193

Myra Golden

NOVEMBER 13, 2017

I recorded this video last week for a client. It’s part of a full 16-module customer service training. This video is about giving customers an experience that makes them feel good and maintains their esteem. As a special treat for you, I’m sharing one module from my client’s course.

Customer Service Training 91

Customer Service Training Video Course Training 91

CloudCherry

AUGUST 27, 2019

Acclaimed Writer, Consultant, CX Trainer, and this week’s guest of ‘The Sweets of CX’, Jeff Toister , likes to think of it as, “a compass that always points you in the right direction when you’re creating a customer experience. Jeff Toister helps customer service teams unlock their hidden potential. So, we have the WHAT.

Handbook 170

Handbook Customer Centricity Customer Service Training Culture 170

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. Retail Customer Experience) Sweetwater Sound Inc., A video can create an emotional connection.

Customer Service 109

Customer Service Entertainment ROI Retail 109

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: As we head deeper into a digital world where customers interact with companies via AI, how can we create a relationship that establishes trust? Here are my top five picks from last week.

Customer Service 63

Customer Service Airlines Consumers Video 63

Michel Falcon Experience

JANUARY 16, 2020

I’ve leveraged customer experience strategies within my career for more than ten years now. I’ve seen companies thrive (some of which I’ve advised), some commit but not fully exhaust the benefits and others that say customer experience matters but do nothing at all. that’s having a customer experience strategy! And, guess what?!

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Customer Journeys Strategy Customer Experience How To 88

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”. Customer Service Acronyms You Need to Know.

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Customer Service e-support Self Service Customers 341

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. I’ve been working with an amazing client.

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Customer Service Training Training Video Customer Experience 126

ShepHyken

FEBRUARY 13, 2019

You don’t have to send your customer flowers, but how about an expression of appreciation? It can be something as simple as a thank you note or as elaborate as a customer appreciation event. Any day is a good day to show some customer love. With that in mind, here are five ways to say thank you to your customers.

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Fashion Video Customer Service Training Customers 125