ShepHyken

NOVEMBER 15, 2021

Ace Hardware Goes Thanksgrilling in Customer Service Strategy by Judy Mottl. Retail Customer Experience) Ace Hardware is going all out in stores this Thanksgiving to help customers not only find the right grill equipment but also chef tips on making the feast a success. They want proof in the form of ROI.

Article 73

Article 2021 Customer Service Metrics 73

ShepHyken

AUGUST 19, 2019

(G2 Crowd) Providing great customer service is not a choice or luxury; it’s a standard your customers expect. Well, here are nine “how to not’s” to consider in your customer service strategy. Even if you’re not in retail, you should read this article.

2019 119

2019 Article Customer Service Leadership 119

ShepHyken

JUNE 29, 2022

The doctor’s bedside manner , which included a phone call to check on the patient, is a metaphor for a good customer experience – or in this case, a patient experience. . Sweetwater, an online retailer that sells music and audio equipment, is another excellent example of this. They will reward you by saying, “I’ll be back!” .

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Reference Customer Service Training Definition Retail 130

ShepHyken

JUNE 2, 2021

Even if you’re in the retail world and sell the same merchandise as Amazon, go beyond thinking about being in competition. I’ll put it in retail terms. It built stores near small independent retailers. The local retailer had a choice. More recently, it announced the opening of a retail beauty salon.

Retail 135

Retail Books Advertising Customer Service Training 135

ShepHyken

APRIL 6, 2022

The result of that trust for the service and experience Amazon provides means price becomes less relevant to its customers. . At one time, Amazon was typically the lowest priced online retailer, but not anymore. Even so, customers often come back to Amazon because they know what to expect. The answer is, “No.”

Customer Service 127

Customer Service Customer Service Training Retail Customers 127

ShepHyken

APRIL 4, 2023

People used to tip servers at restaurants, taxi drivers, hotel staff and other traditional service-oriented businesses. Now customers are being asked to tip at auto shops, retail outlets and more. I recently bought a candy bar and paid through the store’s self-service checkout system. Follow on Twitter: @Hyken

Hotels 124

Hotels Customer Service Training Reference Retail 124

ShepHyken

DECEMBER 21, 2020

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. According to Channels, after just one negative experience, 51% of customers will never do business with that company again. by GISuser.

2020 157

2020 Article Customer Service Airlines 157

ShepHyken

NOVEMBER 5, 2018

This week he pens a short article on four “must do/have” customer service strategies: speed, convenience, knowledgeable help and friendly service. That is what will turn a good customer experience into a great customer experience. It Might Be Your Secret Customer Score by Khadeeja Safdar.

Article 82

Article 2018 Customer Service Airlines 82

ShepHyken

AUGUST 31, 2020

Here are seven strategies, and I believe that any company from any industry will find one or more that will work for them. Had A Customer Service Fail? Loyal Customers 6X More Likely To Forgive Mistakes by Tech.co. Retail TouchPoints) No matter how hard they try, retailers sometimes make customer service mistakes.

Article 108

Article 2020 Customer Service Social Media 108

ShepHyken

APRIL 18, 2023

Even if you’re selling a big machine to a factory, there are still expectations that are shaped by retail experiences with customer-focused companies like Amazon. Learn more about Shep’s customer service and experience keynotes and his customer service training workshops at www.Hyken.com.

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Reference B2C Workshop Customer Service Training 65

ShepHyken

JUNE 6, 2022

It is the client’s well-being that to a large extent determines the satisfaction with the stay at the hotel and the willingness to use its services once again. And it all starts with the first contact when the customer visits the website. Retail Customer Experience) How does inflation affect customer experience?

Article 68

Article 2022 Customer Service Loyalty Programs 68

ShepHyken

JANUARY 17, 2022

It starts with a definition of CX and then shares seven ways to improve it, including customer journey mapping, getting feedback from employees, personalizing the experience, and more. Understand and Predict Customer Needs With Customer Journey Analytics by Simon Fraser. Follow on Twitter: @Hyken.

Article 68

Article 2022 Customer Service Customer Journey Mapping 68

ShepHyken

FEBRUARY 27, 2017

The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. RIS) In today’s omnichannel climate where differentiation is increasingly difficult and customer expectations are heightened, customer service is critical for delivering differentiated shopping experiences. Learn what they are doing right.

2017 75

2017 Article Customer Service Retail 75

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. Why Excellent Customer Service Matters. What to Look for In Customer Service Training Programs.

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

ShepHyken

DECEMBER 17, 2018

Unhappy employees have a negative impact on customers, and the opposite is true. Employees treated right will treat customers right. The point is that a good customer service strategy starts on the inside of a company with employees. Employee turnover, some of which can be avoided. Is your company that good?).

2018 80

2018 Article Customer Service 2019 80

ShepHyken

DECEMBER 12, 2016

And the answers about how Zappos is using – or not using – some of the hot technology (such as chatbots) in the customer service industry is fascinating. Social media ROI, loyalty and the customer experience by Chris Teso. Retail Customer Experience) Retail executives have begun to question the role of social media marketing.

2016 105

2016 Article Social Media Customer Service 105

ShepHyken

OCTOBER 23, 2017

Impulse service on steroids by Chip Bell. Retail Customer Experience) If service was an impulse encounter, what would be its features? How do service providers convince customers to assume a “got-to-ha ve” state of mind? Why personalization is key for retail customer experiences by Jim Dicso.

2017 74

2017 Article Customer Service Retail 74

ShepHyken

JUNE 1, 2020

The stat in the article from the retail industry is a good reason to pay to get your best people doing their most productive work. feet of retail space per person versus 16.4 “This is certainly too much and the mediocre, the ones that don’t make their customers want to come back, will not survive.”

Article 68

Article 2020 Customer Service Call Center 68

ShepHyken

MARCH 13, 2017

A great example of how you can have fun with your customers and “humanize” your customer service. Retail Can Learn Valuable Lessons from B-to-B by Richard Shapiro. My Comment: So many articles on customer service focus on the retail industry (B-2-C). The example in this article will make you laugh.

2017 90

2017 Article Social Media Customer Service 90

ShepHyken

DECEMBER 20, 2017

That means that more than three-quarters of your customers will not give you a second chance if you don’t give them the customer experience they expect the first time around. Now, while the survey is focused on retail and consumers, don’t be fooled into thinking someone in the B2B space is exempt.

Customer Service 111

Customer Service Competitive Advantage B2C Culture 111

ShepHyken

JULY 6, 2016

They are smaller than other retailers that carry similar items. Amazon knows it competes with all retailers. They want to save time and make life easier for their customers. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. Think about it. They thrive.

Customer Experience 89

Customer Experience Innovation Retail Customer Service Training 89

ShepHyken

APRIL 23, 2018

80% of customers will leave a brand as a result of a poor personalized CX. AI – Customer Experience Friend Or Foe? Retail TouchPoints) Today’s AI is more intelligent, contextual and can understand a customer’s intent to help them get to where they need to be. by Dave Campbell. Follow on Twitter: @Hyken.

Article 79

Article 2018 Customer Service Customer Service Training 79

ShepHyken

AUGUST 20, 2018

” Are your customers’ experiences profoundly remarkable? Retail Customer Experience) Emotional connection in the customer experience game is a mere table stake, not an extra or a value-add. The absence of an emotional connection is the definition of a poor customer experience. by Chip Bell.

Article 69

Article 2018 Customer Service B2B 69

ShepHyken

DECEMBER 4, 2017

That means that your teams have to do more than guarantee a terrific on-site customer experience. They have to ensure customers’ online experiences run smoothly. My Comment: For many businesses (even if you’re not a retailer), holiday sales are higher than the rest of the year. For information contact or www.hyken.com.

2017 0

2017 Article Customer Service Government 0

ShepHyken

MARCH 7, 2022

We must teach empathy with employees, or they will be unconsciously tripping that on/off switch in customers. My Comment: I’ve written many articles on how to deal with angry customers. So, when I read this article about handling belligerent customers from retail expert Bob Phibbs, I had to include it in this roundup.

Article 13

Article 2022 Customer Service E Commerce 13

ShepHyken

MAY 30, 2022

The Verdict Is In: Customer Service Isn’t Human Enough by Amy Balliett. Magazine) Does your organization’s customer service strategy sacrifice humanity for the sake of efficiency? My Comment: We are in the digital era of customer service. Here are three ways to adjust.

Article 13

Article 2022 Customer Service Rewards Programs 13

Storyminers

JULY 6, 2020

Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. She is also a regular contributor to Footwear News covering the retail industry. You can find those stories here.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. She is also a regular contributor to Footwear News covering the retail industry. You can find those stories here.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ShepHyken

FEBRUARY 5, 2018

How Retailers Can Use Customer Experience to Compete with Amazon by Marissa Bosché. Apptentive) In this post, we outline a few key ways that retailers can step their customer experience game up to keep their customers happy, engaged, and loyal. Here are my top five picks from last week. Follow on Twitter: @Hyken.

2018 15

2018 Article Customer Service B2C 15

ShepHyken

DECEMBER 6, 2017

Yes, Amazon and other online retailers are my salvation. Stressful times for customers means stressful times for employees. They must be more empathetic and patient as the stress of the holiday shopping experience causes customers to behave in abnormally strange – often referred to as rude – ways. around the holidays.

Customer Service 19

Customer Service Retail Customer Service Training Reference 19