Stella Connect

JANUARY 9, 2018

Brooklinen , a fast-growing online retailer that made its debut in 2012, wasn’t founded on a whim. 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.

Customer Service Training 41

Customer Service Training Training Customer Service Management 41

ShepHyken

APRIL 14, 2024

This one focuses on field service, but it’s still worth the four minutes it takes to read. My Comment: As costs go up, we must charge customers. Even loyal customers don’t want to pay more if they don’t have to. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Net Promoter Score 71

Net Promoter Score Loyalty Programs Customer Service Ecommerce 71

Customers That Stick

MARCH 3, 2020

Do our customers have hot buttons? When I ask these questions in our customer service trainings , the answer is always YES. Types of interactions that immediately trigger a negative emotional reaction? However, we often tend to thing of these triggers as individual. But this is only one type of trigger.

Customer Service 88

Customer Service Retail Customer Service Training Customer relationships 88

ShepHyken

JANUARY 4, 2021

The changing tide of retail CX by Carlos Zapatero. Retail Customer Experience) Carlos Zapatero, a business development executive at SYKES, explains how the events of 2020 accelerated a shift in retail customer experience to become more flexible and consistent — and may be the new standard well past the pandemic.

Customer Service 143

Customer Service Retail Entertainment Tips 143

ShepHyken

JULY 29, 2020

By the way, it can be any type of company from any industry—from retail to hospitality to manufacturing and beyond. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Some might call that boring, but we all know it’s not. Follow on Twitter: @Hyken.

Customer Experience 254

Customer Experience Customer Service Hospitality Customer Service Training 254

ShepHyken

JANUARY 25, 2021

My Comment: In this article, Nate Brown introduces us to his take on something he refers to as “mission-driven CX,” which is about companies who win over their customers’ business and hearts by embodying the core values of what’s most important to them. My Comment: Here’s a great article about customer loyalty.

Customer Service 154

Customer Service Guest Experience Loyalty Programs Hospitality 154

ShepHyken

JUNE 22, 2022

As a young man, my friend was the manager of a high-end retail jewelry store. He hired a salesperson, Lila, who, in his words, “Lived only to provide excellent customer service.”?As As part of the sales process, the salesperson had to get the customer’s information. Regardless, I hope you appreciate this story. .

Customer Service Training 132

Customer Service Training Training Retail Communication 132

ShepHyken

JUNE 2, 2021

Even if you’re in the retail world and sell the same merchandise as Amazon, go beyond thinking about being in competition. I’ll put it in retail terms. It built stores near small independent retailers. The local retailer had a choice. More recently, it announced the opening of a retail beauty salon.

How To 132

How To Retail Advertising Customer Service Training 132

ShepHyken

DECEMBER 26, 2022

2022 Look Back: Most Read Retail CX News of the Year by Retail Customer Experience. Retail Customer Experience) The year 2022 was a year of rebound, rebirth and technology as retailers, coming out of COVID-19, were centered on pulling shoppers back into stores while tackling a challenging supply chain scenario.

Loyalty Programs 64

Loyalty Programs Customer Service Self Service Retail 64

ShepHyken

JULY 19, 2021

How Consumers Now Define a Good Customer Experience by Jack M. To maintain retail success in 2021 retailers will need to continue optimizing their digital experience. My Comment: How do our customers define a good customer experience? CRM Buyer) Despite U.S. You can’t define it for them. Follow on Twitter: @Hyken.

Customer Service 143

Customer Service Chief Customer Officer Contact Center Customer Service Training 143

ShepHyken

JANUARY 23, 2024

What came to mind is that whenever I make an online purchase with a new retailer or vendor, my basic information, which includes my mailing address, billing address, and credit card information, can be auto-populated in the appropriate fields. And this isn’t just a rant about medical forms. Connect with Shep on LinkedIn.

Insurance 84

Insurance Banking Customer Service Training Retail 84

ShepHyken

APRIL 4, 2023

People used to tip servers at restaurants, taxi drivers, hotel staff and other traditional service-oriented businesses. Now customers are being asked to tip at auto shops, retail outlets and more. I recently bought a candy bar and paid through the store’s self-service checkout system. Follow on Twitter: @Hyken

Tips 123

Tips Self Service Hotels Customer Service Training 123

ShepHyken

SEPTEMBER 10, 2023

How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 78

Customer Service Loyalty Programs Retail Loyalty 78

ShepHyken

APRIL 7, 2021

She works at Barnes and Noble and she wrote: Up until about two years ago, the stores and online retail site were two different entities. Then it all changed a bit when we were given the green light to do price matching between these two retail departments. Shop online at Best-Buy, Walmart, and other major retailers.

Retail 136

Retail Customers Customer Service Training Examples 136

ShepHyken

NOVEMBER 28, 2023

In the customer experience world, one of the most challenging Moments of Misery™ to overcome is communication breakdown. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Advertising 84

Advertising Training Software Customer Service Training 84

ShepHyken

NOVEMBER 8, 2021

100 Totally Wacky & Weird Questions People Ask Retailers That Catch Them Off Guard—And Probably Make You Giggle, Too! Here are 100 of the strangest things retailers have been asked by customers. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 88

Customer Service Retail Interaction Hospitality 88

ShepHyken

JULY 12, 2021

(The Observer) Now, in order to submit an application to Fordham, all students are required to take Customer Service Competency, a course soon to be offered in most high schools. Why It’s All About Respect, Consistency and Communication in Post-pandemic Retail by Judy Mottl. by James Heskett. Follow on Twitter: @Hyken.

Customer Service 124

Customer Service Self Service Retail Entertainment 124

ShepHyken

DECEMBER 7, 2020

Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers. These ideas focus on retail, but as I keep preaching, apply to just about any business and industry.

Customer Service 144

Customer Service Self Service eBook Loyalty Programs 144

ShepHyken

AUGUST 11, 2021

For example, let’s say you own a retail store. There are a number of reasons customers might come back. 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.

Loyalty 172

Loyalty Customers Customer Service Training Retail 172

ShepHyken

NOVEMBER 1, 2021

It’s very retail focused, but if you’re not in retail, still take a couple of minutes to learn a new word: phygital. How to Create a Positive Customer Experience Through Personalization by Greg Chen. Total Retail) To say that the retail world is changing is an understatement. Follow on Twitter: @Hyken.

Customer Service 76

Customer Service Retail B2B B2C 76

ShepHyken

MAY 24, 2021

(SmarterCX) Now that it’s apparent BOPIS and curbside pickup isn’t a passing phase or temporary solution, but a powerful way for consumers to purchase, it’s time for retailers to consider what may be necessary for a successful customer experience. My Comment: For those in the retail business, this is an article for you.

Customer Service 152

Customer Service Customer Retention Loyalty Retail 152

ShepHyken

NOVEMBER 30, 2022

A retail store changed its return policy. 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?” Often, that’s why the customers continue to dance with you. .

Policies 120

Policies Customer Focused Customer Service Training Software 120

ShepHyken

FEBRUARY 28, 2023

Be Easy to Connect With – Do you make it easy for your customers to connect with you? It is an online retailer that wants you to buy from its website. However, its phone number is posted on every page of the website, just in case the customer needs help or has questions. For example, I’m always impressed with Zappos.com.

Chief Customer Officer 123

Chief Customer Officer Effort Score Policies Customer Service Training 123

Bill Quiseng

JANUARY 25, 2023

In retail customer service, your people are NOT your most important assets. Ultimately, success in retail customer service is all about interpersonal skills. Ultimately, success in retail customer service is all about interpersonal skills. The right people are.”

Customer Service 103

Customer Service Retail Banking Interaction 103

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Connect with Shep on LinkedIn.

Customer Service 65

Customer Service Loyalty Programs Contact Center Financial 65

ShepHyken

SEPTEMBER 13, 2021

As the author points out in the very first sentence: “Although the terms ‘customer loyalty and ‘customer retention (as in repeat business)’ are often used interchangeably, they actually refer to two different things.”. Florida Butcher Shop Installs Vending Machine to Serve Customers 24/7 by Retail Customer Experience.

Customer Service 148

Customer Service B2C B2B Customer Retention 148

ShepHyken

MAY 3, 2021

An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. Retail Customer Experience) Sweetwater Sound Inc., He defines CX as building long-term relationships with customers. My Comment: You can’t automate a customer relationship.

Customer Service 107

Customer Service Entertainment ROI Retail 107

ShepHyken

FEBRUARY 18, 2024

Exploring Customer Loyalty and Retention by Vijay Iyer (Total Retail) Effective customer retention extends beyond product or service quality, emphasizing ongoing customer engagement post-purchase. While subscription models play a role, a crucial strategy involves identifying customer interests.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

ShepHyken

SEPTEMBER 29, 2021

The company wanted to be known as a world-class retailer. 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. But that wasn’t enough! .

Industry 154

Industry Hospitality Customer Service Training Leadership 154

ShepHyken

JANUARY 14, 2024

How to Improve Your Retail Customers’ Happiness and Engagement by Bobby Marhamat (Fast Company) How can you create happier customers who are more willing to come to your store location, make purchases, and then come back? By creating better experiences and providing better service—and here are some ways to do it.

Customer Service 56

Customer Service Retail Consumers Metrics 56

ShepHyken

OCTOBER 24, 2022

PwC Leader: Why Retailers Must Balance Digital-driven Experiences With Human-led Interaction by Judy Mottl. Worse, 8% of consumers will stop buying or using a retailer after just one bad interaction. My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. Then read this article.

Customer Service 51

Customer Service Retail Course Customer Service Training 51

ShepHyken

JUNE 14, 2021

Retailers Reflect on the Future of Stores – Store Management for 2021 & Beyond by RETHINK Retail. RETHINK Retail) A RETHINK Retail special report featuring insights from thought leaders and retail executives. This is about creating the Agile Store in retail. Trying and experimenting with new ideas.

Customer Service 92

Customer Service Retail Loyalty Study 92

ShepHyken

MAY 31, 2021

If you think that all they do is respond to customers’ questions and requests, then this is an article you will enjoy. How E-Commerce, M-Commerce and S-Commerce Are Setting New Customer Experience Standards by David Fletcher. They’ve learned from the best traditional brick-and-mortar e-commerce retailers.

Customer Service 130

Customer Service Effort Score e-support Chatbots 130

ShepHyken

JANUARY 14, 2024

How to Improve Your Retail Customers’ Happiness and Engagement by Bobby Marhamat (Fast Company) How can you create happier customers who are more willing to come to your store location, make purchases, and then come back? By creating better experiences and providing better service—and here are some ways to do it.

Customer Service 55

Customer Service Retail Consumers Metrics 55

CSM Magazine

NOVEMBER 2, 2023

The two organizations seek to leverage state-of-the-art technology to transform employee training within the customer experience industry. This partnership marks a significant milestone for both companies in their commitment to elevate customer service training through cutting-edge solutions.

Training 52

Training Customer Experience First Call Resolution Telecommunications 52

ShepHyken

SEPTEMBER 15, 2021

Think about this … what if you were to charge a customer just to talk to you about what you would sell them? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? I’m not suggesting that you should.

Hotels 167

Hotels Customer Service Training Retail Financial 167

ShepHyken

MAY 10, 2023

Routinely sharing examples helps employees recognize their opportunities to delight their customers. Some retail organizations, like Nordstrom, have an easy, no-questions-asked return policy. Even though the employees at Nordstrom aren’t breaking the rules, the customer feels as if they are going above and beyond.

How To 64

How To Policies Customer Service Training Training 64