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.

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How To Automotive Competitive Advantage Customer Service Training 628

ShepHyken

APRIL 9, 2024

What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. So many companies and brands are trying to win customers over by delivering a better service experience. But you do have to meet expectations. (To

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Customer Service Training Customers Customer Service Study 140

ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). It’s not like companies purposely provide poor customer service.

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Culture Customer Service Poor Customer Service Leadership 106

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? .

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Customer Service Training Training Meeting Customer Service 163

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.

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Insurance Employee Experience Culture Customer Service Training 148

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?”  . You need help from your customers. We should never let up in our continuous efforts to improve our customer experience.

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Customer Service Course Customer Satisfaction Customer Service Training 77

ShepHyken

NOVEMBER 7, 2023

Over the years, I’ve observed customer behavior, and some of my conclusions were confirmed by my customer service and CX research, known as the Achieving Customer Amazement Study (sponsored by Five9 ). This is what helps drive customer loyalty. Is your organization meeting your customers’ needs?

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Policies Meeting Customer Service Training Customers 96

ShepHyken

NOVEMBER 9, 2023

She writes about the five ways to become an effective and efficient customer service manager. Perhaps you’re thinking of trying to move up the ranks of your organization to become a customer service manager, or perhaps you already are one but want to hone your skills. Either way, this article is for you.

Customer Service 55

Customer Service Management Exercises Leadership 55

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 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. The 6 Top Customer Experience Trends in 2021 by Julien Rio. The pandemic is a watershed moment for digital transformation in customer service by Vala Afshar. Meeting them is obviously important.

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Customer Service e-support Ecommerce Trends 138

ShepHyken

JANUARY 17, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Customer Service Skills Every Business Needs by Renee Johnson. The Tech Report) Much of the customer mindset will remain a mystery. John shares six important ways to create a company focused on customer service.

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Customer Journeys Customer Service Retail Touchpoint 67

ShepHyken

DECEMBER 12, 2023

Customer service and customer experience (CX) are more than what happens after the sale. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more.

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Sales Customer Experience Tips Customer Service Training 92

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

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. We often spend a month preparing for a full-day meeting to help our clients create their mantra. Customers love when the places they do business with give back. This is a big one.

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Customer Service Customer Experience Tips Social Media 123

ShepHyken

AUGUST 26, 2019

Each week I read a number of customer service and customer experience articles from various resources. 37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. Super Office) Customer experience has fast become a top priority for businesses and 2019 will be no different. by Teresa Allen.

Customer Service 107

Customer Service Advertising Strategy Customer Service Training 107

ShepHyken

MAY 17, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to handle customer complaints? Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically. 6 tips you must know by Alibaba.com.

Customer Service 80

Customer Service Customer Retention Tips Brands 80

ShepHyken

APRIL 25, 2023

One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. 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. Or are you an executive who’s willing to listen?

Insurance 103

Insurance Customer Service Training Meeting Leadership 103

ShepHyken

AUGUST 8, 2023

On a scale of one to 10, how likely are customers and employees to yawn during a meeting or presentation? You’ll get a smile and your customers will know that you are thinking of them and always looking for ways to improve their eXperience. YX is for the yawn experience. Connect with Shep on LinkedIn.

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Customer Service Training User Experience Customer Experience Employee Experience 117

ShepHyken

NOVEMBER 23, 2022

Creating customer amazement is a foundational concept I cover in almost every one of my customer service keynote speeches. I’ve always preached that to amaze customers, we must simply be better than average all the time. Meeting Expectations All the Time – This is the addition to my list. and “I’ll be back!” .

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Meeting Customer Service Training Customer Expectations Customer Service 72

ShepHyken

AUGUST 18, 2021

and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. We asked customers to rate various customer service experiences on a scale of one to five, in which a score of one signified not important at all with five being very important.

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Airlines Customer Experience Survey Customer Service Training 173

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 126

ShepHyken

SEPTEMBER 15, 2021

What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? How good your customer service is. Are you good enough that customers, if you asked it of them, would pay? . I’m not suggesting that you should. How good you are compared to your competition.

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Hotels Customer Service Training Retail Financial 168

ShepHyken

JUNE 2, 2021

Amazon has changed the way customers think. It has pushed customer service and experience to a higher level. It doesn’t matter what type of business or industry, Amazon has changed what customers want and expect from any type of business. Make doing business with you part of your customers’ regular routines.

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How To Retail Advertising Customer Service Training 133

ShepHyken

SEPTEMBER 9, 2020

Back to general customer service. Fellow customer service expert, Matt Dixon , co-author of The Effortless Experience , takes the position that customers don’t really care about the surprise. Never lose sight of what the customer expects. They just want delight.

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Customer Service Training Training Customer Service Customer Expectations 133

ShepHyken

NOVEMBER 9, 2022

. 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? When Price was interviewing for the job at Amazon, Bezos asked, “What’s your definition of customer service?” So, it was true!

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Competitive Advantage Customer Focused Customer Service Training Meeting 70

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

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 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.” Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

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Video Advertising Customer Service Training Consumers 86

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.

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Competitive Advantage Customer Focused Customer Service Training Video 128

ShepHyken

DECEMBER 1, 2021

It has resulted in longer lines, longer hold times, and slower service – basically a lower level of customer service. . 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.

Healthcare 126

Healthcare Customer Service Training Feedback Leadership 126

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. Phone Is King for Customer Experience by Blair Pleasant. (No 5 Predictions On The Future Of Customer Service by Mikhail Naumov.

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Net Promoter Score Customer Service Self Service NPS 82

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. We’ll do that now. Don’t overthink it.

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Strategy Customer Service Training Groups Customer Service 145

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. My Comment: The title might surprise you; “Stop Trying to Delight Your Customers.” To me, that’s what “delight” is about.

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Customer Service Airlines CRM Social Media 76

ShepHyken

FEBRUARY 21, 2023

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. It’s the consistent and predictable experience that makes customers trust you and come back. The benefit of building trust is potential customer loyalty.

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Customer Experience Customer Service Training Loyalty Customer Retention 67

ShepHyken

DECEMBER 9, 2020

This could be at a weekly team meeting or even a quarterly event. Everyone loves the story—both your customers and your employees! Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. His question was, “Should they go to everyone in the company or just leadership?

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Customer Service Training Leadership Survey Customer Service 142

Customers That Stick

AUGUST 11, 2015

Twitter understands that it is often a channel for immediate customer response, and it is not only embracing its role as a customer service channel but beginning to focus on selling itself as an indispensable channel for customer service. We’re in the early days of the next revolution — customer service on Twitter.

Customer Service 60

Customer Service Multi-Channel Omni-Channel Customer Service Strategies 60

ShepHyken

APRIL 18, 2023

In other words, the ones that provide the best customer service and experience. 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. Connect with Shep on LinkedIn.

B2C 64

B2C B2B Customer Service Training Retail 64