ShepHyken

MAY 16, 2023

I like the title of this article, but perhaps a more appropriate title might be: Customer Service Is Like Being Married. The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. I always joke about that phrase.

Customer Service 120

Customer Service Advertising Customer Service Training Sales 120

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.

Customer Service Training 78

Customer Service Training Training Customer Service Customer Journeys 78

Integrity Solutions

SEPTEMBER 28, 2023

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. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. Plus, we gathered two examples from brands that are creating stellar customer experiences at scale. Plus, we gathered two examples from brands that are creating stellar customer experiences at scale.

Customer Service 63

Customer Service Contact Center Average Handle Time Customer Service Strategies 63

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. by GISuser. Here’s Why.

Customer Service 153

Customer Service Airlines Tips Customer Service Strategies 153

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. Look at your customer satisfaction ratings. Examine your sales numbers. Do regular surveys.

Customer Service 76

Customer Service Course Customer Satisfaction Customer Service Training 76

ShepHyken

DECEMBER 6, 2023

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. The best people in customer service, sales, or any frontline customer-facing job avoid escalating a confrontation to the level of a dispute.

Customer Service Training 146

Customer Service Training Customers Interaction Customer Service 146

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. Which is Your CX Priority: Satisfied Customers or Profit? LinkedIn) What should your ultimate goal be when designing your customers’ experiences? This article reminds of this strategy.

Customer Service 116

Customer Service Leadership Ecommerce Culture 116

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. And guess what happens when they practice helpful behavior versus typical sales behavior? They make the sale. Another example of this “helpful” level of service happened at B&H Photo.

Customer Service Training 123

Customer Service Training Sales Examples Customers 123

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

OCTOBER 10, 2023

The title of this article may sound like a lesson in sales, but it’s much bigger than that. It’s about the entire customer experience. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant. Connect with Shep on LinkedIn.

Culture 146

Culture Customer Service Training Employee Experience Course 146

ShepHyken

DECEMBER 11, 2019

Here are the first ten of twenty ideas as to how you can up your customer service game in 2020. Too often companies focus all their efforts on acquiring new customers instead of keeping existing customers. Don’t forget about your “sold” customers—stay in touch on a (somewhat) regular basis. Stay in touch.

Customer Service 118

Customer Service Customer Experience Fashion Video 118

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

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. This is the person I want on my side.

Poor Customer Service 161

Poor Customer Service Customer Service Training Software Sales 161

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 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 78

Customer Service Customer Retention Tips Brands 78

ShepHyken

NOVEMBER 2, 2022

Here are five ways to make your customers feel special: . Building a relationship that fosters confidence, trust and connection is a less obvious sales technique. The customer experience shouldn’t just be a non-stop sales pitch. . Make your customers smarter. And don’t do it with a sales pitch.

Customer Service Training 127

Customer Service Training Customer Retention Customers Sales 127

ShepHyken

APRIL 25, 2023

One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. One day he asked a Frito-Lay salesperson if he could spend a day and learn about the sales process. The salesperson took Montañez to a Latino neighborhood where he noticed something that would eventually change his life.

Insurance 101

Insurance Customer Service Training Meeting Leadership 101

ShepHyken

AUGUST 22, 2023

One of the most powerful customer service and CX tactics is personalization. When personalization is used correctly, customers feel as if you recognize them. For example, if you’ve ever talked to a customer service agent who uses your name repeatedly to the point that it seems disingenuous, the effort to personalize fails.

Customer Service Training 62

Customer Service Training Customer Service Connections Sales 62

ShepHyken

JANUARY 5, 2022

I love to receive great examples of outstanding customer service. 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. This was the perfect time to engage with the customer. It was about showing care.

Customer Experience 173

Customer Experience How To Touchpoint Communication 173

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. . Customers want to work with people who “know their stuff.” . Be flexible.

Fashion 130

Fashion Guidelines Policies Customer Service Training 130

ShepHyken

JUNE 6, 2023

It might lead to business or sales, but if not, that’s okay too! Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. I like the idea of free and encourage you to embrace it – give it a try. Connect with Shep on LinkedIn.

Video 84

Video Advertising Customer Service Training Consumers 84

ShepHyken

JUNE 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. 3 Things That Will Boost Your Reputation For Great Customer Service by Mark Armstrong. These days, there are three things I focus on when it comes to customer service. Follow on Twitter: @Hyken.

Customer Service 66

Customer Service Omni-Channel Call Center Retail 66

ShepHyken

FEBRUARY 16, 2022

Don’t think this is a sales technique. Creating an educational experience is a powerful customer experience strategy. Just make your customers smarter. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. It’s simple.

Customer Experience 130

Customer Experience Customer Service Training Customers Loyalty 130

ShepHyken

FEBRUARY 23, 2022

One salesperson calls a customer back within an hour, while another salesperson calls back in two days. Who do you think creates more trust and confidence and has a better chance of making the sale? Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Competitive Advantage 127

Competitive Advantage Customer Focused Customer Service Training Video 127

ShepHyken

DECEMBER 29, 2021

There was a longer than usual line, and some of the customers were becoming frustrated. Apparently, the internet was down so they couldn’t ring up sales. The customers were frustrated. If you can’t trust your customers, you can’t expect them to trust you. . The staff was struggling. Follow on Twitter: @Hyken.

B2B 136

B2B Customer Service Training Customers Retail 136

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out. Follow on Twitter: @Hyken.

Culture 107

Culture Customer Centricity Sports Customer Service Training 107

ShepHyken

MARCH 28, 2023

The point is most customers don’t care as much about the details of the journey as they care about the destination. Here’s another example, which has nothing to do with a journey but does have to do with an overload of details that can hurt a sale or erode the customer experience. Follow on Twitter: @Hyken

Transportation 64

Transportation Sports Customer Service Training Customers 64

ShepHyken

SEPTEMBER 23, 2020

What does this have to do with customer service and business? Let’s say you have a customer that is upset. You use your best customer service techniques to calm them down and resolve their problem. In the sales world, there are many reports about how many no’s you get from a customer before they say yes.

Effort Score 130

Effort Score Exercises Travel Customer Service Training 130

ShepHyken

JANUARY 18, 2023

Recently I wrote my annual Forbes article featuring customer service and CX predictions and trends for 2023. The best marketers have realized that personalization is a way to get closer to the customer – or at least make it appear to be so. In the customer support world, it’s important to know your customers.

Advertising 64

Advertising Customer Service Training Customer Service Trends 64

ShepHyken

OCTOBER 13, 2021

Save that for a sales call. This is just a touchpoint with your customer that is all about them. Of course, the customer may ask you something related to business, but that’s on them, not you. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Loyalty 104

Loyalty Social Media Tips Communication 104

ShepHyken

SEPTEMBER 19, 2016

Each week I read a number of customer service articles from various online resources. The Customer Service Strategies Behind Zappos’s Success by Sharpen. My Comment: It’s been a while since I’ve read an article about Zappos and their amazing service. Are customer service chatbots full of chit?

Customer Service 0

Customer Service Chatbots Culture Tips 0

ShepHyken

JUNE 17, 2020

A formal schedule of customer contact is your ultimate renewal strategy. It shows you’re with them every step of the way—after the sale—and until the next time they buy. When do you start working on getting the customer to come back next time—or renew their subscription? Follow on Twitter: @Hyken.

Customer Service Training 152

Customer Service Training Strategy Software Customer Service 152

ShepHyken

MAY 22, 2019

I’ve seen customers scream at servers in restaurants, flight attendants on airplanes, and customer service reps – for things that they and their companies had no control over. Perhaps the customer had a flat tire on the way to an important meeting. Maybe they lost an important sale. It doesn’t matter.

Customer Focused 133

Customer Focused Customer Service Training Customers Customer Service 133

ShepHyken

APRIL 4, 2018

Perhaps you just heard that your competitor is working hard to take away business from you – maybe they’re announcing a new product; maybe they’re advertising a major sale; maybe they’re opening a new location. Will any of these decisions cause your customers to leave you to do business with them? After all, that is their goal.

Advertising 97

Advertising Customer Service Training Customer Expectations Industry 97

ShepHyken

JULY 24, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: One way to make customers love doing business with you is to be easy and convenient. Our customer service research finds that 53% of American consumers will pay more for a convenient experience.

Customer Service 12

Customer Service Effort Score Retail B2B 12

ShepHyken

FEBRUARY 14, 2018

What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. We already give great customer service. The point is that great customer service makes price less relevant. That’s all they want? Then do it!

Exceptional Customer Service 91

Exceptional Customer Service Study Customer Service Training Customer Service 91