ShepHyken

APRIL 6, 2022

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?”

Customer Service 126

Customer Service Customer Service Training Retail Customers 126

ShepHyken

APRIL 16, 2024

I don’t think we could find a better example of Dr. King’s quote than Laura. Let’s put it another way: If you’re going to do something, do it right. While this applies to any job in any type of company, I want to emphasize the importance of thinking this way as it applies to the customer experience. Don’t be just good enough.

Hotels 150

Hotels Customer Service Training Customer Service Training 150

ShepHyken

JUNE 20, 2023

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. There is the soft-skill side of customer service, being friendly and empathetic.

Customer Service 67

Customer Service Customer Service Training Travel Entertainment 67

ShepHyken

APRIL 30, 2024

They want a customer-friendly experience, but they also want the overall experience to be convenient. My annual customer service and CX research includes some very compelling findings that will make you want to simplify your customers’ experience. And that’s a perfect example of making the complicated simple.

Entertainment 90

Entertainment Sports Financial ROI 90

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S.

Customer Service 90

Customer Service Social Media Tips Multi-Channel 90

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. Here are my top five picks from last week.

Customer Service 72

Customer Service Metrics Social Media Retail 72

ShepHyken

FEBRUARY 13, 2024

And both dealerships – Ford and Ferrari – provide stellar customer service. While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example. All customers should be treated equally, with respect and dignity. The answer is simple.

Customer Experience 138

Customer Experience Transportation Hotels Airlines 138

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. Good Leadership Role Models: Leadership may define the vision, but they must set the example as well.

Customer Service 144

Customer Service Leadership Training Customer Service Training 144

ShepHyken

OCTOBER 17, 2023

That may be the case for the cat, but it’s not so in the world of customer service. A good customer service rep, salesperson, or anyone interacting with a customer should be curious. The idea of curiosity in customer service is simple. . …” In other words, be careful pushing for more information.

Customer Service Training 142

Customer Service Training Customer Service Interaction Customer relationships 142

ShepHyken

DECEMBER 6, 2023

In a confrontation with a customer, you have a goal: win the customer , not the argument. I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. Connect with Shep on LinkedIn.

Customer Service Training 148

Customer Service Training Customers Interaction Customer Service 148

ShepHyken

OCTOBER 31, 2023

It’s in the price you pay. I’m okay with that, and it’s actually a pretty good marketing strategy that works. As an example, if I order a soda at a restaurant, I like the idea of refills. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Airlines 133

Airlines Customer Service Training Marketing Customer Service 133

ShepHyken

OCTOBER 24, 2023

I used the example of the server at a restaurant who ran outside during a storm to move the outdoor furniture blowing across the patio to a safer, more secure spot. For example, we had a frame with a motivational quote that we changed every week. He returned to the restaurant, drenched from the rain, to applause from the guests.

Customer Service Training 140

Customer Service Training Video Course Customer Service 140

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

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.”. What are the words your customers use to describe their experience with you?

Customer Service Training 163

Customer Service Training Training Meeting Customer Service 163

ShepHyken

NOVEMBER 14, 2023

For example, an employee may speak a foreign language. If one of your customers speaks the same language, doesn’t it make sense to let that employee talk to the customer? Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Insurance 148

Insurance Employee Experience Culture Customer Service Training 148

ShepHyken

AUGUST 29, 2023

I had no idea that years later, I would write about this example in one of my books, Amaze Every Customer Every Time. Another example of this “helpful” level of service happened at B&H Photo. Money was less important than the customer’s long-term happiness. They make the sale. What you want is this one.”

Customer Service Training 123

Customer Service Training Sales Examples Customers 123

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: We start this week’s Top Five roundup with an interview with customer culture expert Jeff Toister. If they don’t have the skills to support customers when they need it, they’re going to continue to lose them.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

DECEMBER 18, 2019

Without any further delay, here are ten more ways to create a better customer experience in 2020. Create your customer service mantra. The mantra is a simple phrase—one sentence or less—that sums up your customer service culture. For example, ours at Shepard Presentations is “Always Be Amazing.”

Customer Service 123

Customer Service Customer Experience Tips Social Media 123

Integrity Solutions

OCTOBER 27, 2021

In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service. Last week was National Customer Service Week , an annual — and now global — event devoted to celebrating the people who make customer service happen.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

OCTOBER 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. My Comment: My favorite way to learn is through example or story. Here are my top five picks from last week.

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

ShepHyken

NOVEMBER 28, 2023

This example of easy is a simple way to emphasize that some of us assume others are as knowledgeable or have similar experiences as we do. While I use easy as an example, there is a bigger picture. This concept of easy is just one example of how we assume and have bias, even if we don’t intend to. We must keep that in mind.

Advertising 86

Advertising Training Software Customer Service Training 86

ShepHyken

MARCH 5, 2024

The concert examples are not unlike two companies competing for a customer’s business. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Experience 82

Customer Experience Entertainment Customer Service Training Connections 82

ShepHyken

AUGUST 1, 2023

One of them asked us to work with her team on a customer experience initiative that included every company employee. One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. They do short write-ups and share them with their managers.

Hotels 117

Hotels Travel Exercises Customer Service Training 117

ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter.

Customer Service 64

Customer Service Net Promoter Score Airlines Customer Journeys 64

ShepHyken

MAY 9, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Conundrum: Fix Bad Experiences or Make Good Ones Better? Are your customers coming back out of true loyalty, habit, or some other reason? Tips to Providing Excellent Customer Service by Abdul Mooez.

Customer Service 67

Customer Service Tips e-support Loyalty 67

ShepHyken

AUGUST 12, 2020

That’s a great customer service strategy—just be nice! I’ll share examples and ideas around being nice as the book is written, but I was recently at a friend’s home and heard a great story that will probably go in the book and is definitely worth sharing today. I’m in the process of writing a new book.

Customer Service Strategies 133

Customer Service Strategies Customer Service Training Customer Service Strategy 133

ShepHyken

JULY 11, 2023

Here are a few ideas using the hotel as an example: Respond With Empathy – First, respond to any and every comment about it with sympathy and empathy. In this example, the hotel could offer free earplugs. So how do you communicate something like this, that’s “out of your control?” Act like you care.

Hotels 118

Hotels Customer Service Training Course Communication 118

ShepHyken

JANUARY 5, 2022

I love to receive great examples of outstanding customer service. What I share with you today is a great example of personalized and proactive communication. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers.

Customer Experience 174

Customer Experience How To Touchpoint Communication 174

ShepHyken

MAY 24, 2023

When customers aren’t responding to the excellent service you’re providing the way you want them to, you might refer to them as “difficult” customers. So do your best, and remember, sometimes customers are just having a bad day! The question to ask is, “What’s making them difficult?” Maybe they have a legitimate gripe.

Sports 131

Sports Hospitality Customer Service Training Customers 131

ShepHyken

AUGUST 8, 2023

CX is the abbreviation for customer experience. For example, there is UX, or user experience , which is the experience the customer has with your products and services. Here are some others that you may have heard of: EX is to employees as CX is to customers. Connect with Shep on LinkedIn.

Customer Service Training 117

Customer Service Training User Experience Customer Experience Employee Experience 117

ShepHyken

NOVEMBER 28, 2023

This example of easy is a simple way to emphasize that some of us assume others are as knowledgeable or have similar experiences as we do. While I use easy as an example, there is a bigger picture. This concept of easy is just one example of how we assume and have bias, even if we don’t intend to. We must keep that in mind.

Advertising 67

Advertising Training Software Customer Service Training 67

ShepHyken

DECEMBER 19, 2023

If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. For now, you can guess. Cindy, from my office, had a customer service issue. This is a perfect example of the modern customer support experience.

Omni-Channel 86

Omni-Channel Customer Centricity Company Self Service 86

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. Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression. .

Airlines 131

Airlines Comparison Advertising Customer Service Training 131

ShepHyken

MAY 10, 2023

They are finding ways to take care of the customer while not breaking the “rules” mentioned above. One of the concepts I cover in my customer service keynote speech is the idea of the “line in the sand.” Many companies train their employees in what they can’t do for customers. Connect with Shep on LinkedIn.

How To 64

How To Policies Customer Service Training Training 64

ShepHyken

SEPTEMBER 29, 2021

I even wrote a book, Amaze Every Customer Every Time , in which I used Ace as the role model example throughout the entire book. It is a perfect example of this concept. Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more.

Industry 156

Industry Hospitality Customer Service Training Leadership 156

ShepHyken

JUNE 29, 2022

Here’s a “less critical” example. If you go to a restaurant that has the most delicious food, but the service is outright terrible, you wouldn’t refer to that as a great experience. So, back to my friend’s example. Sweetwater, an online retailer that sells music and audio equipment, is another excellent example of this.

Customer Service Training 128

Customer Service Training Retail Training Examples 128

ShepHyken

FEBRUARY 28, 2023

You want your customers to know and understand how you operate. Be Easy to Connect With – Do you make it easy for your customers to connect with you? For example, I’m always impressed with Zappos.com. However, its phone number is posted on every page of the website, just in case the customer needs help or has questions.

Chief Customer Officer 123

Chief Customer Officer Effort Score Policies Customer Service Training 123