ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. They claim they aren’t the same as B2C, so many of the ideas about customer service and CX don’t apply.

Customer Service 149

Customer Service B2C B2B Customer Retention 149

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Vonage

OCTOBER 2, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Your Service” books and founder of UP! Your Service.

Culture 174

Culture Hotels Customer Service Hospitality 174

Vonage

JULY 13, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Key learning point to customer service culture. Absolutely.

Culture 174

Culture Customer Service Hotels Hospitality 174

Vonage

JUNE 6, 2017

You can tell a lot about a company and its commitment to customers in the words employees use. Open your ears and you will find it’s easier to measure customer service levels than you might think. With my travel schedule, I imagined missing the next shipment and asked again if he would call me. Your Service.

Measurement 133

Measurement Customer Service Social Media Travel 133

ShepHyken

AUGUST 1, 2023

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. Here is a great example of the power of this exercise and impress your customers. The client is a travel company and had a VIP client that had worked with them for more than 20 years.

Hotels 117

Hotels Travel Exercises Customer Service Training 117

CloudCherry

AUGUST 22, 2019

From Amazon to Uber, to the travel convenience of a guitar that folds in half (no, we’re not joking), companies and products that are truly making a mark know that convenience is king. As he says, “The company that can add convenience to already good customer service has an opportunity to disrupt their competition- maybe even an industry.”

Travel 240

Travel Customer Service Training Culture Loyalty 240

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 11, 2021

Each week I read many customer service and customer experience articles from various resources. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. by Max Starkov.

Customer Service 72

Customer Service Hospitality Rewards Programs Self Service 72

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. Airline Customer Service Improved In 2020.

Customer Service 154

Customer Service Airlines Tips Customer Service Strategies 154

ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. Cramer sat down with Apple’s SVP of services Eddy Cue earlier Tuesday at the inaugural CNCB CEO Summit in Santa Barbara. Driving accelerated, sustainable growth while delighting customers is a complex puzzle.

Customer Service 64

Customer Service Hospitality Customer Centricity B2C 64

Vonage

JULY 19, 2016

You can tell a lot about a company and its commitment to customers in the words employees use. Open your ears and you will find it’s easier to measure customer service levels than you might think. With my travel schedule, I imagined missing the next shipment and asked again if he would call me. Your Service.

Measurement 120

Measurement Customer Service Self Service Travel 120

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

JULY 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways To Improve A Customer’s User Experience by Forbes Technology Council . Why is customer service training so important? Soft skills, like customer service, seemed to get left out.

Customer Service 78

Customer Service Customer Service Training Airlines User Experience 78

CloudCherry

AUGUST 22, 2019

From Amazon to Uber, to the travel convenience of a guitar that folds in half (no, we’re not joking), companies and products that are truly making a mark know that convenience is king. As he says, “The company that can add convenience to already good customer service has an opportunity to disrupt their competition- maybe even an industry.”

Travel 150

Travel Customer Service Training Culture Loyalty 150

Vonage

MARCH 8, 2016

Back this vision up with customer service education and other measures and you can transform your business for the better. Your engaging service vision is one of the “12 Building Blocks for an Uplifting Service culture” we teach at UP! Your Service. An engaging service vision is fundamental.

Customer Service 120

Customer Service Airlines Transportation Travel 120

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” And the change is good for both the customer and the business willing to keep up with the changes.

Customer Service 83

Customer Service Airlines Feedback Social Media 83

ShepHyken

MARCH 22, 2017

Congratulations to Squaremouth , who just won a Gold Stevie Award for Customer Service Department of the Year – for the fourth time! For those that don’t know, the Stevie is an international business award that recognizes top performing organizations in several categories including customer service.)

Customer Service 88

Customer Service Customer Confidence Insurance Travel 88

ShepHyken

JANUARY 8, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Predictions for 2023 by Dan Gingiss (Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts? Look no further!

Customer Service 48

Customer Service Hotels Hospitality Social Media 48

ShepHyken

DECEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. SmartBrief) As any business road warrior will tell you, air travel these days is far from a relaxing experience. The Mount Rushmore of Customer Service Leaders by John DiJulius.

Customer Service 102

Customer Service Retail Airlines Social Media 102

Customer Guru

APRIL 10, 2018

Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. He has also launched his personal portal www.delightingcustomers.com with the sole objective of helping organizations develop their business with the philosophy of ‘Sales Heaps but Service Reaps’.

Consulting 110

Consulting Customer Service Customer Centricity Banking 110

ShepHyken

JUNE 15, 2020

Each week I read a number of customer service and customer experience articles from various resources. The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? Measuring Customer Experience: Metrics and the Benefits of Scorecards by Dick Bourke. Society is not working, shopping, or traveling the same.

Customer Service 74

Customer Service Touchpoint Retail Loyalty 74

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

CSM Magazine

NOVEMBER 2, 2023

The two organizations seek to leverage state-of-the-art technology to transform employee training within the customer experience industry. This partnership marks a significant milestone for both companies in their commitment to elevate customer service training through cutting-edge solutions.

Training 52

Training Customer Experience First Call Resolution Telecommunications 52

ShepHyken

MARCH 20, 2017

Each week I read a number of customer service articles from various online resources. No More Nonpologies: Apologize to Customers Like You Mean It by Leslie O’Flahavan. If the customer is willing to share their phone number with you, treat it with respect it deserves. Here are my top five picks from last week.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

FEBRUARY 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Can awful airline customer service be overridden with AI and analytics? This article by Scott Kendrick of Callminer is about how the airlines are using (or should be using) AI to support their customers.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

ShepHyken

NOVEMBER 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. That is what will turn a good customer experience into a great customer experience. Follow on Twitter: @Hyken.

Customer Service 80

Customer Service Airlines Wireless Retail 80

Who's Your Gladys?

JULY 15, 2015

Landing on the list of Travel + Leisure’s “World’s Best Hotels” is one among many of their noted accomplishments. The hotel attracts a wide variety of distinguished customers, including celebrities shooting film or television, rock stars in town for concerts, or executives attending the town’s high-profile automotive functions.

Hotels 100

Hotels Customer Service Automotive Travel 100

ShepHyken

SEPTEMBER 23, 2020

Much of my life is spent traveling. This is hardcore cardio training with some friendly competition worked in, which makes for an exhilarating workout. What does this have to do with customer service and business? Let’s say you have a customer that is upset. When I am home, I play hockey three or four times a week.

Effort Score 130

Effort Score Exercises Travel Customer Service Training 130

ShepHyken

MARCH 3, 2021

I reflected on what I love about travel, and even some of what I don’t love. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Airlines 146

Airlines How To Travel Customer Service Training 146

ShepHyken

MARCH 6, 2019

Winter travel can be stressful with the concern of weather-related delays and cancellations. The customer service agent was happy to accommodate my request. She was a model customer service agent; friendly and helpful. Proper training and coaching could have helped. Then I started to think.

Airlines 111

Airlines Customer Service Training Travel Training 111

ShepHyken

FEBRUARY 7, 2018

One of those companies is Naya Traveler. They are a boutique tour operator, specializing in trips to Ethiopia, and they offer a $500 discount to any new customer that signs up for a tour. But, if you’re an existing customer, the discount is $1,000. That’s twice the discount for a new customer. Follow on Twitter: @Hyken.

Advertising 112

Advertising Travel Loyalty Customer Service Training 112

ShepHyken

OCTOBER 11, 2017

The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees. For information, contact 314-692-2200 or www.hyken.com.

Airlines 156

Airlines Travel Advertising Customer Service Training 156

Myra Golden

SEPTEMBER 28, 2017

I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. If you’d like an excellent training activity that helps employees convey empathy , print off this exercise and facilitate a short discussion with your team.

Training 53

Training Customer Service Exercises Groups 53

ShepHyken

DECEMBER 5, 2016

Each week I read a number of customer service articles from various online resources. Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit. Customer Loyalty Still Requires A Personal Touch by Richard D’Ambrosio.

Customer Service 48

Customer Service Travel Customer Retention Loyalty 48

ShepHyken

FEBRUARY 26, 2020

If you travel, you know about the potentially long TSA (Transportation Security Administration) security lines. That is the way to truly transform the customer experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. People will even pay more for convenience.

Customer Experience 112

Customer Experience How To Transportation Travel 112

Who's Your Gladys?

NOVEMBER 7, 2016

For the traveler (customer), the level of airport customer service can severely impact the travel experience. The post Soft Skills Training Makes Even a TSA Screening More Pleasant appeared first on Who's Your Gladys? Here’s one example of the difference soft skills.

Training 120

Training Travel Examples Customer Service 120