ShepHyken

OCTOBER 11, 2019

This week we feature an article by Joseph Michelli who has written a new book about how Airbnb has used convenience and personalization to deliver an amazing experience. As a reader of Shep’s blog, I’ll assume you know you’re in the people business. How have leaders at Airbnb crafted a 21 st -century customer experience?

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Blog Technology 2008 Customer Experience 96

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

One Millimeter Mindset

DECEMBER 13, 2018

These 5 One Millimeter Mindset Collaborative Storytelling Blog posts are focused on helping you “see” your organization’s or association’s stories as vibrant testimonials of how you serve customers. Consider that the same outcome can be true, as a result of the customer stories you capture. Enjoy this blog post?

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Blog 2018 Workshop Customer Retention 68

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable.

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Article 2024 Customer Service Airlines 77

ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. Otherwise, we lack integrity, employees lose interest, and customer service suffers.

Customer Satisfaction 92

Customer Satisfaction Blog Exceptional Customer Service Employee Experience 92

ShepHyken

SEPTEMBER 22, 2017

The location he writes about is a great example of how to provide an Amazing customer experience! – Shep Hyken. When you think of terrible customer service, what types of companies come to mind? Long lines, rude service, unappealing environment, uncomfortable seating, and the anxiety of losing your spot in line.

Blog 81

Blog Wireless Government Entertainment 81

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. I think a great self-service option is key for everyone. Shep Hyken.

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Blog Omnichannel Social Media Retail 80

ShepHyken

MAY 10, 2022

How to Use TikTok for Marketing and Customer Service. They discuss how businesses can use TikTok to promote their brand and enhance customer experience. Top Takeaways: Social Media is an opportunity for a brand to show the world that they are interested in resolving issues for their customer. Amazing Business Radio with?Shep?Hyken

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2007 Advertising Social Media Definition 90

kommunicate

NOVEMBER 11, 2022

Last Updated on November 11, 2022 Looking for some amazing applications for educational chatbots in the education sector? Chatbots in the Education Sector Chatbots today find their applications in more than just customer services and engagement. We are here to help! Rather, [.].

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2023 2022 Blog Engagement 96

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

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Books Return on Investment Magazine Culture 182

ShepHyken

NOVEMBER 11, 2016

This week on our Friends on Friday guest blog post my colleague, Andy Masters, shares a story that demonstrates the importance of doing a little something extra for someone with very little effort and time. What an amazing investment of so little time, and so little money. I love this story and I think you will too! Shep Hyken .

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Blog Books Presentation Entertainment 113

BlueOcean

DECEMBER 21, 2020

In our world of customer care, empathy has always been the cornerstone, the key to happy customers and happy clients. Impacted by the pandemic, unemployment, health issues, wildfires, lockdowns, and endless other challenges, customers needed a point of human connection more than ever before. Shep Hyken. Bozoma Saint John.

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2021 Workshop 2020 Definition 156

ShepHyken

JANUARY 26, 2018

Pay attention to what customers are saying. Take advantage of what you are seeing and hearing and then use what you’ve learned to surprise your customers with amazing and exceptional customer service. – Shep Hyken. And then have been times when I enjoyed superb service from frontline staff.

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Blog Leadership Consulting Exceptional Customer Service 83

Kayako

AUGUST 18, 2016

Before you begin searching for the perfect candidates for an open position in customer service, it helps to do some reflection. A good customer service job description—one that will get you qualified matches—accomplishes the following: Describes what the job entails. Where to start with a job description.

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Customer Service 2001 Customers Customer Service Representative 49

ShepHyken

JUNE 24, 2016

This week on our Friends on Friday guest blog post my colleague, Jeremy Watkin shares a story demonstrating the importance of empowerment to great customer service. If you empower employees to come up with creative solutions to problems, you’ll be amazed at the results. Shep Hyken. Think about that for a moment.

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Blog Reference Customer Service Leadership 84

ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. Check out our thoughts on customer focus. We often get questions and comments on delivering great customer service and experiences.

Customer Service 95

Customer Service Blog Customers Workshop 95

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

Blog 101

Blog Demo Competitive Advantage Insurance 101

ShepHyken

MARCH 8, 2019

This week we feature an article by Jason Milleisen who shares three simple rules that will set you apart from your competition and help provide great customer service. I once heard about a car dealership who had customer satisfaction scores that were the impressively high. I need that customer so I need to be aggressive!

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Blog Consulting Customers Article 109

Comm100

DECEMBER 8, 2020

Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Today we’re rounding up some of the most amazing ways in which chatbots can improve your customer satisfaction and take your business to the next level.

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Customer Satisfaction Blog Customer Service Representative Social Media 53

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. I recently attended a seminar where Dever explained that customers who have emotional affinity with a product or brand consider that product or brand essential to their daily lives. Back to CX Accelerator Blog.

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Customer Service Seminar Travel Customers 182

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. I recently attended a seminar where Dever explained that customers who have emotional affinity with a product or brand consider that product or brand essential to their daily lives. Back to CX Accelerator Blog.

Customer Service 182

Customer Service Seminar Travel Customers 182

kommunicate

FEBRUARY 26, 2022

Last Updated on February 26, 2022 Customer service has always been important, but as the economy becomes more competitive, it is even more important that clients have a smooth interaction with your company. That’s the only way to retain customers and continue to grow in this economic climate.

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2022 Blog Interaction Customer Service 119

GetFeedback

OCTOBER 3, 2018

And we got to connect with amazing people along the way, from the customer success and support gurus who are using Salesforce for good to the admins who make it all possible. We kicked off the week with three sessions, starting with a packed house at the Service Lodge. Dreamforce 2018 was a blast from start to finish.

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2018 Demo Events 2019 150

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Also, the smart customers are becoming more inclined towards the online mediums of interactions like live chat, social media or even email. Shep Hyken.

Government 89

Government Technology Blog 2017 89

Eptica

MARCH 4, 2020

Date: Wednesday, March 4, 2020 Author: Guest author: Shep Hyken Keep Your Customers Amazed. Author: Guest author: Shep Hyken In our latest guest post, noted customer service expert Shep Hyken explains the importance of amazement to keeping your customers happy and loyal. Published on: March 04, 2020.

2020 79

2020 Customers Blog Customer Insights 79

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Feedback 94

Feedback Blog NPS Net Promoter Score 94

GetFeedback

JUNE 12, 2019

I’ve lost count of the number of meetings that I’ve had with copywriters, marketers, and designers where the terms customer experience (CX) , user experience (UX) and user interface (UI) have been used in an interchangeable manner. What is customer experience (CX)? . In fact, poor customer experience is costing U.S.

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User Experience Customer Experience Reference Interaction 329

ReviewTrackers

SEPTEMBER 13, 2023

Testimonials Increase Conversions When implemented correctly, testimonials can convince a customer to make a purchase. The study also revealed that the first 5-10 reviews determined if the customer made a purchase, which makes it even more crucial that you make testimonials a major centerpiece when someone makes a purchase decision.

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Blog Information Article Feedback 128

ShepHyken

SEPTEMBER 29, 2017

This week we feature an article by Doug Bell who writes about how leaders can optimize their company’s customer experience. It is important to have a plan in place for managing the customer experience and having a customer-focused culture. – Shep Hyken. A Simple Playbook for Managing Customer Experience.

Blog 54

Blog Measurement Interaction Article 54

Experience Investigators by 360Connext

DECEMBER 5, 2014

Customers, and those of us who serve them, have one thing in common, no matter what the industry or situation. The most exciting companies change the game by innovating around their customer experience. They offer things we didn’t even know we wanted and provide service that exceeds our wildest expectations.

Social Media 244

Social Media Consulting Leadership Innovation 244

ShepHyken

AUGUST 11, 2017

This week we feature an article by Borge Hald who writes about the importance of being a customer obsessed company and how it is the key to success. We need to obsess about creating such an amazing customer experience that our customers will want to do business with us and nobody else. – Shep Hyken.

Blog 93

Blog Net Promoter Score Customer Centricity Feedback 93

CloudCherry

MARCH 8, 2019

It’s a day to remember why ‘Women’ all around us are so amazing. To prove a point, this year on International Women’s Day, we want to acknowledge ‘the top 5 women CXOs’ who have inspired the world with their Customer Experience skills. Here are those 5 amazing wonder women who can take on any hurdle with a smile on their faces!

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Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

ShepHyken

DECEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, writes about one of the most important parts of the customer relationship, authenticity. Being authentic is required by all of us in order to deliver an Amazing customer experience. You have a program in place to track Voice of the Customer data.

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Blog Customer Service Measurement Customer Satisfaction 79

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. It was roughly about three years ago when I started developing Bornevia, a customer service help desk software, along with my team. Shep Hyken.

Hospitality 81

Hospitality Blog Hotels Customer Service 81

ReviewTrackers

SEPTEMBER 7, 2023

Testimonials Increase Conversions When implemented correctly, testimonials can convince a customer to make a purchase. The study also revealed that the first 5-10 reviews determined if the customer made a purchase, which makes it even more crucial that you make testimonials a major centerpiece when someone makes a purchase decision.

Customers 123

Customers Blog Information Article 123

ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. It is so important for employees to feel that they can make good customer focused decisions in every situation.

Blog 75

Blog Customer Experience Hotels Social Media 75

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. Here are my top five picks from last week.

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2021 Article Customer Service Government 142