ShepHyken

SEPTEMBER 26, 2023

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. Instead, I want to emphasize the last part of my response to the question: sometimes, customer service agents – and other employees – have different answers to the same questions. What do you think if I yell at them?

Customer Service 138

Customer Service Social Media Customer Service Training Training 138

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. Connect with Shep on LinkedIn.

Customer Service 121

Customer Service Advertising Customer Service Training Sales 121

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. There are at least three lessons we can learn from this story: Laziness: That should never be an excuse for providing poor customer service. However, she also made a mistake. What was it?

Travel 95

Travel Customer Service Airlines Poor Customer Service 95

ShepHyken

AUGUST 5, 2020

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? This is similar to an exercise that we do in our customer service workshops. This is just common sense.

Customer Service 160

Customer Service How To Exercises Customer Service Training 160

ShepHyken

SEPTEMBER 5, 2023

I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. But today’s answer is not just timely, but also timeless. Connect with Shep on LinkedIn.

Customer Service 86

Customer Service Customer Service Training Customers Interaction 86

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. When you do, you’ll have a better 2024 – and so will your customers! Happy New Year! What’s 2024 going to be like? Here are my top predictions for 2024.

Trends 96

Trends Customer Service Customer Service Training Customer Retention 96

ShepHyken

NOVEMBER 20, 2020

He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits. Only by delivering amazing customer service. Decide What “Amazing Customer Service” Means. Strategies.

Ecommerce 145

Ecommerce Training Customer Service Net Promoter Score 145

ShepHyken

MARCH 12, 2024

As you adopt these strategies, your customers will become familiar and comfortable with the experience personality you portray. Take the time to work through these steps, get everyone on board and in alignment with the personality you want to be known for, and create the experience that gets customers to say, “I’ll be back!”

Advertising 152

Advertising Customer Service Training Interaction Customer Experience 152

ShepHyken

APRIL 16, 2024

What is the likelihood a customer would return if their customer service or CX rating of you was just … good enough ? Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Don’t be just good enough. Don’t be ordinary. Elevate the ordinary.

Hotels 152

Hotels Customer Service Training Customer Service Training 152

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. Armed with those insights and learnings, you should be able to get started on — or refine — your own customer service program to start delivering consistently exceptional support.

Customer Service 127

Customer Service Self Service Tips Chief Customer Officer 127

ShepHyken

OCTOBER 3, 2023

I’ve said it before – I don’t agree with the saying that the customer is always right. Actually, I believe in the opposite, and it’s one of the concepts we teach in our customer service training workshops. It is this: The customer is NOT always right. … Connect with Shep on LinkedIn.

Customer Service Training 154

Customer Service Training Training Customers Customer Service 154

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

MAY 28, 2024

What inspired me to do so was an article by Chip Bell, my friend and fellow customer service expert, who recently wrote a Forbes article titled The Magic of Serving with Radical Generosity. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Hotels 86

Hotels Customer Service Training Customers Tips 86

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. At least, it appears that way. They have learned from the best.

Customer Service Training 142

Customer Service Training Customers Customer Service Study 142

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. It’s just that one is a more accurate description of the value provided. And, while I’m talking about free, there is one other form of free that I love, and that’s hassle-free, something I know your customers will love too.

Airlines 135

Airlines Customer Service Training Marketing Customer Service 135

ShepHyken

APRIL 23, 2024

That creates confidence and increases overall customer satisfaction. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Routine Maintenance: You want to keep your car properly maintained with routine maintenance. Connect with Shep on LinkedIn.

Customer Experience 135

Customer Experience Customer Service Training Training Advertising 135

ijgolding

AUGUST 12, 2014

It is impossible to ignore the fact that customer service has gone all social on us. Customers just expect you to be able to deal as effectively with their problems communicated through Twitter as they do over the phone. So why are companies still not dealing with ‘social customer service’ very well?

Social Media 230

Social Media Customer Service Customer Experience Roadmap 230

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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 68

Customer Service Customer Service Training Travel Entertainment 68

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.   All customers should be treated equally, with respect and dignity. Both vehicles go back and forth to work without any problems.

Customer Experience 140

Customer Experience Transportation Hotels Airlines 140

ShepHyken

AUGUST 29, 2023

And by the way, selling with service is a great sales strategy! It doesn’t matter if it’s sales, customer support, or anything else in the customer’s journey. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service Training 124

Customer Service Training Sales Examples Customers 124

ShepHyken

APRIL 30, 2024

Customers don’t want or like complication, confusion, or friction. 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.

Entertainment 95

Entertainment Sports Financial ROI 95

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.

Sales 95

Sales Customer Experience Tips Customer Service Training 95

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 151

Customer Service Training Customers Interaction Customer Service 151

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 145

Customer Service Training Customer Service Interaction Customer relationships 145

ShepHyken

NOVEMBER 14, 2023

Remember, what’s happening inside the organization with employees is felt on the outside by the customer. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Insurance 150

Insurance Employee Experience Culture Customer Service Training 150

ShepHyken

OCTOBER 10, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Culture 151

Culture Customer Service Training Employee Experience Course 151

ShepHyken

SEPTEMBER 12, 2023

As an employer, which employee would you prefer to be taking care of your customers? Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service Training 147

Customer Service Training Customer Service Training Customer Experience 147

Comm100

OCTOBER 8, 2016

Building strong relationships with your customers to keep them hooked for the long-term is the best way to combat customer dissatisfaction in a competitive marketplace. For this reason, we’ve compiled a list of 15 customer retention strategies that can ease your pain and help you develop reliable, long-term customer loyalty.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

ShepHyken

OCTOBER 24, 2023

Because they do what it takes and know, “If I don’t do it, who will?” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service Training 142

Customer Service Training Video Course Customer Service 142

ShepHyken

MARCH 26, 2024

And in business, Steve Jobs of Apple said, “It takes a lot of hard work to make something look simple.” There is some very practical wisdom in these motivational and inspiring quotes that we can apply to the customer service and CX world. Think of the best customer experiences you have had.

Entertainment 88

Entertainment Sports Customer Service Training Training 88

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Reading about the tools and techniques that other companies are using to provide excellent experiences helps inform your team and strategy on doing the same. Motivational quotes on customer service.

Customer Service 80

Customer Service eBook Leadership Resources 80

ShepHyken

MAY 30, 2023

How do you handle the friction points in your business to provide a frictionless customer experience? Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Wait Times 156

Wait Times Customer Service Training Customer Service Customer Experience 156

ShepHyken

FEBRUARY 27, 2024

Furthermore, almost one in five (19%) of customers stopped doing business with a company or brand because its satisfaction surveys were too long. But for most of us mere mortals, we should pay attention to what most customers are telling us about customer satisfaction surveys. Connect with Shep on LinkedIn.

Survey 91

Survey Customer Satisfaction Customer Service Training Customers 91

ShepHyken

JULY 4, 2023

Instead, I focused on how to use the information to efficiently get the correct answer. So, how does this apply to customer service? Many people think that AI will be used to replace customer support agents – and even salespeople. They believe all customer questions can be answered digitally with AI-infused technology.

Conference 130

Conference Customer Service Training Customer Service Study 130

ShepHyken

FEBRUARY 6, 2024

It’s time to come back to a very important topic in customer service and customer experience. Her story is an interesting one. Like pulling off the Band-Aid, it may hurt for a moment, but your customers (and employees) will appreciate you more. It also falls under leadership and management.

Communication 93

Communication Airlines Customer Service Training Leadership 93

ShepHyken

MARCH 5, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Experience 84

Customer Experience Entertainment Customer Service Training Connections 84