ShepHyken

JUNE 13, 2018

What does a good customer experience look like at your company? What does good customer service look like? It will be interesting to see if your team recognizes the difference between experience and service. It’s every interaction, human or otherwise, that you have with the brand. In just ten words he nailed it!

Interaction 100

Interaction Brands Advertising Customer Service Training 100

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. And if you want to earn your customers’ trust, give them a consistently good customer experience.

Customer Service 57

Customer Service Retail Consumers Metrics 57

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. Whatever drives repeat business – and ideally, customer loyalty – is a good program. It’s common for businesses to have clear standards on how employees should interact with customers. I agree with the title.

Customer Service 66

Customer Service Loyalty Programs Contact Center Financial 66

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. And if you want to earn your customers’ trust, give them a consistently good customer experience.

Customer Service 55

Customer Service Retail Consumers Metrics 55

Micah Solomon

OCTOBER 18, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. What is internal customer service–a good, workable definition?

Customer Service Training 40

Customer Service Training Training Customer Service Hospitality 40

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument. Here are my top five picks from last week.

Customer Service 68

Customer Service Net Promoter Score Tips Brands 68

ShepHyken

AUGUST 29, 2022

Each week I read many customer service and customer experience articles from various resources. 10 Ways To Keep Your Existing Customers Around for the Long-Term by ASBN Newsroom. Atlanta Small Business Network) The biggest marketing cost most small businesses face is that of acquiring new customers.

Customer Service 64

Customer Service Customer Retention Loyalty Advertising 64

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. Carlzon’s definition of the Moment of Truth was: . The post What Mixed Signals Do You Send Your Customers? Follow on Twitter: @Hyken.

Airlines 131

Airlines Comparison Advertising Customer Service Training 131

ShepHyken

DECEMBER 19, 2023

For now, you can guess. Cindy, from my office, had a customer service issue. Here are the steps she took to resolve the problem: She went to the company’s website and clicked on customer support. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Omni-Channel 86

Omni-Channel Customer Centricity Company Self Service 86

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.

Customer Journeys 67

Customer Journeys Customer Service Retail Touchpoint 67

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

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? Daniel Kahneman’s and Barbara Frederickson’s “Peak-End Rule,” which is about how the customer’s brain remembers their experience.

Customer Service 67

Customer Service Tips e-support Loyalty 67

ShepHyken

NOVEMBER 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. The Jury Is in on the Future of Customer Experience by Lisa Loftis. Outsystems) CX refers to the ongoing relationship between a customer and your company. Here are my top five picks from last week.

Customer Service 115

Customer Service Culture Trends Touchpoint 115

ShepHyken

MARCH 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Three Common and Enormous Mistakes Companies Make with Customer Experience (CX) Programs by Augie Ray. Biggest Pitfalls with Customer Service AI…. Here are my top five picks from last week.

Customer Journeys 80

Customer Journeys Customer Service e-support Self Service 80

ShepHyken

AUGUST 3, 2022

No employee should be treated poorly by customers. . The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! . Have a recording that directs the customers with lost luggage to call the airline they used.

Airlines 131

Airlines Leadership Training Customer Service Training 131

Vonage

JUNE 23, 2017

: Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. Great definition, but marketing has changed. Engagement is about interacting and attraction. I like that last word, engagement.

Customer Experience 193

Customer Experience Marketing Advertising Customer Service Training 193

Stella Connect

SEPTEMBER 10, 2021

Quality assurance (QA) reviews are what your customer service team does to monitor agent performance and take action in order to improve it. Successful customer service teams use a QA scorecard to measure agent performance. What is a QA Scorecard? So, what exactly is a QA scorecard? Create a QA Scorecard.

Customer Service 52

Customer Service Effort Score Measurement Interaction 52

ShepHyken

FEBRUARY 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Lessons From a Customer Service Failure by Jill Schiefelbein. Every interaction is a chance for your employees to communicate the experience that your brand provides. It’s what can keep you in business!

Customer Service 88

Customer Service Guest Experience B2B B2C 88

ShepHyken

AUGUST 12, 2020

When it comes to people interacting with people, that’s probably true. It’s a genuine “thank you” or another comment to share your appreciation for your customer. That’s a great customer service strategy—just be nice! Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service Strategies 133

Customer Service Strategies Customer Service Training Customer Service Strategy 133

CSM Magazine

MARCH 4, 2020

If you want to make good customer service an integral part of the way that your business works, then you need to lead by example. Define Good Customer Service. If you want your employees to be providing your customers with the best customer service possible, then you need to define for them exactly what that entails.

Leadership 59

Leadership Customer Service Strategy How To 59

ShepHyken

JANUARY 12, 2022

There is a term in the customer service world that is often misused or misunderstood. First, let’s talk about the basic definition. This was about different ways customers could communicate with you. A pop-up window asked if I needed help, so I started to interact via chat. That term is omnichannel.

Omni-Channel 80

Omni-Channel Multi-Channel Video Social Media 80

ShepHyken

JUNE 20, 2016

Each week I read a number of customer service articles from various online resources. World’s 3 MOST Customer Centric Companies: How do they do it!! Customer Guru) Here are our top three picks for the most customer centric companies and some lessons on how they manage to be customer-centric despite their size and diversity.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

ShepHyken

FEBRUARY 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. My basic definition is the end-to-end experience that the customer has with every interaction with anything related to the brand.

Customer Service 61

Customer Service Retail Ecommerce Trends 61

ShepHyken

AUGUST 20, 2018

Each week I read a number of customer service and customer experience articles from various resources. T-Mobile is completely overhauling how its customer service works by Chris Welch. The Verge) Team of Experts launches nationwide today for postpaid customers. (The I listened, we acted and we heard.

Customer Service 69

Customer Service B2B B2C Innovation 69

ShepHyken

OCTOBER 2, 2017

Each week I read a number of customer service articles from various online resources. How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. FitSmallBusiness) Customer centric businesses invest the whole team focus on supporting their prospective and existing customers. by Anand Subramaniam.

Customer Journeys 83

Customer Journeys Customer Service Chatbots Customer Centricity 83

ShepHyken

JULY 10, 2019

I first came across this idea in the book Moments of Truth by Jan Carlzon , which I consider one of the most important books written on customer service. That’s every contact and interaction with the company. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Hotels 128

Hotels Customer Service Training Customers Examples 128

ShepHyken

FEBRUARY 27, 2019

If someone told you the customer service at a bank was incredible, you would only think positive things. And those three words, incredible customer experience (what they refer to as I.C.E.), For those that don’t know my definition of a customer service mantra, it’s a short sentence or phrase that summarizes the service vision.

Brands 115

Brands Handbook Banking Customer Service Training 115

Oracle

DECEMBER 19, 2019

There’s no shortage of pet peeves in the field of customer service, both from the professional and the consumer point-of-view. ” Shep Hyken , customer service/experience expert and NY Times bestselling author. Taking self-service too far. But it leads to a poor customer service experience.

Self Service 64

Self Service Customer Service e-support Poor Customer Service 64

ShepHyken

FEBRUARY 27, 2017

Each week I read a number of customer service articles from various online resources. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service. Here are my top five picks from last week.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

ShepHyken

JANUARY 9, 2017

Each week I read a number of customer service articles from various online resources. High-Performing Customer Service Teams Use Predictive Analytics by Vala Afshar. Huffington Post) The reality of today’s business landscape is that customers are more connected than ever. Here are my top five picks from last week.

Customer Service 48

Customer Service Loyalty Analytics Tips 48

Comm100

NOVEMBER 21, 2017

Technical support and customer service is not a picnic. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team. Did you enjoy the experience?

How To 0

How To Customer Service Training Training eBook 0

ShepHyken

APRIL 12, 2017

Once the customer service representative came on the call, Cindy briefly described the problem. That said, the entire interaction, including fifteen minutes spent on hold waiting for the rep, was now approaching twenty minutes and thus far nothing had been resolved. Shattered customer confidence. But what is the big cost?

Banking 98

Banking Customer Service Representative Customer Confidence Customer Service Training 98

ShepHyken

AUGUST 8, 2022

Each week I read many customer service and customer experience articles from various resources. The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. My Comment: I love the idea of WOWING the customer. My definition of WOW is different than most.

Customer Service 23

Customer Service Culture Customer Retention Video 23

Comm100

APRIL 16, 2018

A long-held belief is that exceptional customer service will bring with it extraordinary loyalty. After all, the customer is always right, right? This idea is so ingrained in us that 89 of 100 leaders surveyed flat out stated that their primary goal was to exceed customer expectations.

Effort Score 103

Effort Score Self Service Exceptional Customer Service Customer Satisfaction 103

Comm100

JUNE 26, 2018

Many companies have now started to realize that excellent customer service is essential to the success of the business. The question though, is how you go about training your teams to achieve those goals. They cannot get frustrated easily, and they need to understand and interact well with individuals building a good rapport.

How To 106

How To Training Culture Customer Service Training 106

ShepHyken

AUGUST 14, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: The title implies this is everything you need to know about customer retention. While it’s not “everything,” plenty of ideas, definitions, formulas, and more can be found in this article.

Customer Service 12

Customer Service Self Service Customer Retention Ecommerce 12

ShepHyken

OCTOBER 16, 2023

Each week, I read many customer service and customer experience articles from various resources. What Is Good Customer Service: A Detailed Guide by Salesforce Staff (Salesforce) Customer service is any interaction, online or off, that a customer or prospect has with your company.

Customer Service 12

Customer Service Self Service Customer Centricity Culture 12