ShepHyken

JANUARY 16, 2024

When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. They should learn firsthand what it’s like to be a customer. It’s just our perception.

Customer Service 140

Customer Service Customer Centricity Customer Service Training Survey 140

Michel Falcon Experience

AUGUST 8, 2016

After building your customer-centric culture and learning how to properly recruit exceptional customer service employees you must then build your world-class training program. If you like the video, I would greatly appreciate if you did the following (it will only take you a moment): Subscribe to my YouTube channel.

Customer Service Training 60

Customer Service Training Video Training Customer Service 60

ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. That’s Not My Department” and 10 Other Phrases Customers Hate. Treat Your Current Customers Better than Your New Customers.

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Video Customer Service Customer Experience Customer Service Training 121

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. The big prediction (at least for me) is the use of video to create a better experience.

Customer Service 78

Customer Service Government Employee Experience Video 78

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. The employee experience (EX) drives a better customer experience (CX). Happy New Year! What’s 2024 going to be like? Here are my top predictions for 2024.

Trends 92

Trends Customer Service Customer Service Training Customer Retention 92

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. Customer Service Acronyms You Need to Know. So, what can companies do to improve customer service?

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Customer Service e-support Self Service Customers 341

ShepHyken

JULY 21, 2021

Even if you didn’t read my past articles or watch my videos about this, you still know and understand it. In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. You applauded and I took center stage.

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Customer Service Customer Service Training Customers Video 174

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Customer Service 76

Customer Service Government B2B B2C 76

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. – Use social media as a key customer service channel. Use video chat.

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Customer Service Self Service Social Media Knowledge Base 130

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.

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Customer Service Training Training Customer Service Contact Center 110

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.

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Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Just as we want our customers to come back, we want our employees to stay.  . Keep those phones open for your customers!

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Self Service Customer Experience Customer Service B2C 134

ShepHyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.

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Customer Experience Customer Service Gamification Interaction 150

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Through chatbots and empathy simulators are transforming customer service by taking over tasks traditionally done by humans, such as speech recognition, empathy, and decision-making. Connect with Shep on LinkedIn.

Loyalty Programs 76

Loyalty Programs Hotels Customer Service Hospitality 76

CSM Magazine

NOVEMBER 1, 2018

Customer support is a critical interface with a huge impact on customer satisfaction and customer retention and, thereby, on business performance and profitability. Here are a few fundamental must-haves for any prospective online customer service training solution. Course management. Learning delivery.

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Customer Service Training Training Software Customer Service 40

ShepHyken

SEPTEMBER 13, 2023

Every once in a while, someone will ask, “What’s the difference between customer service and customer experience?” Customer service really drove the customer experience. A customer could visit a store or business. Or a customer could call a phone number to ask a question, resolve a complaint, etc.

Customer Experience 69

Customer Experience Customer Service Gamification Social Media 69

ShepHyken

MARCH 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. So, how do you calculate your customer retention rate? It includes a short video.

Customer Service 127

Customer Service Customer Service Training Customer Retention Training 127

Myra Golden

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. Engage with video. What advice can you give me?

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Training Customer Service Contact Center How To 105

Stella Connect

JANUARY 9, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust. Several big benefits flow from this wealth of data.

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Customer Service Training Training Customer Service Management 41

Up Your Service

OCTOBER 25, 2016

Many companies provide customer service training for some or all of their employees. But soon after the leaders of these same companies ask why everyone in the organization hasn’t embraced a true understanding of – and commitment to deliver – service excellence ? Let’s start with customer service training.

Customer Service Training 40

Customer Service Training Training Customer Service Culture 40

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. Retail Customer Experience) Sweetwater Sound Inc., A video can create an emotional connection.

Customer Service 107

Customer Service Entertainment ROI Retail 107

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. 20 Stats On Why Customer Service Has Never Mattered More by Blake Morgan (Forbes) Customer Service Week runs from October 2-6 this year. CLICK HERE to watch the videos. I have two things for you.

Customer Service 62

Customer Service Airlines Consumers Video 62

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

Myra Golden

JANUARY 8, 2018

Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning. We show our three best features in this short video. Custom website and branding.

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Customer Service Training Training Customer Service Video 45

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

ShepHyken

OCTOBER 24, 2023

Not long ago, I wrote an article and created a video on Doing More Than Expected – even when it’s not included in your job description. 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.

Customer Service Training 139

Customer Service Training Video Course Customer Service 139

ShepHyken

JUNE 7, 2017

Every week, I’m asked, “What is changing in customer service?” The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video. And, in the end the customer is happy.

Customer Service 113

Customer Service Self Service Social Media Customer Service Training 113

ShepHyken

NOVEMBER 13, 2019

It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. A great service experience stood out. Back then, the rock star company that was known for customer service was IBM.

Customer Service 114

Customer Service Case Study Customer Service Training Customers 114

ShepHyken

NOVEMBER 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! by Deeksha Dadu.

Customer Service 85

Customer Service Self Service Customer Centricity Video 85

Ecrion

JULY 14, 2020

These days, it can feel like it’s more difficult than ever to connect with your customers. People are confined to their homes due to the pandemic and your customer service team may feel like their usual avenues for connecting with customers aren’t available. Face-to-Face Video Communication.

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Self Service Communication Technology Customer Service 92

ShepHyken

MAY 27, 2020

After searching a company’s website for video tutorials on how to use their products, Jared reached out to them through their contact form with a question. He asked, “Do you know of any videos or instructions that can help get me going on a project?”. There are videos posted by customers. Where were those videos?

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Video Customer Service Training Training Customer Service 127

Bill Quiseng

DECEMBER 6, 2021

Highlight your culture by introducing your core values, describing the empowerment processes that employees can use to exceed customer expectations and offering specific stories when employees went above and beyond for your customers. Don’t bore your employees with rote customer service training. Appreciate.

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Customer Centricity Exceptional Customer Service Culture Customer Service Training 195

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

JANUARY 11, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Measure Your Customer Experience Maturity by Sharon Florentine. 10 Important Components of a Social Media Customer Service Strategy by VHT MARKETING. And each comment includes a short video.

Social Media 91

Social Media Customer Service Guidelines Loyalty 91

ShepHyken

NOVEMBER 14, 2022

Each week, I read many customer service and customer experience articles from various resources. Partnering in Complex Times: Turning to the Experts for Best-In-Class Customer Experience by Harvard Business Review. It’s a video. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 69

Customer Service Loyalty Programs Loyalty Tips 69

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0:

Technology 120

Technology Customer Service Gamification Wireless 120

Myra Golden

JUNE 1, 2015

Myra Golden’s Customer Service Video Library. Top 6 Ways to Get An Angry Customer to Back Down. The Psychology of Customer Anger. Customer Service: The Issue is Not the Issue. Handling a Problem That’s the Customer’s Fault. The “Easy” Customer Experience.

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Training Video Customer Service Customer Service Training 40