ShepHyken

FEBRUARY 28, 2023

Be Easy to Connect With – Do you make it easy for your customers to connect with you? It is an online retailer that wants you to buy from its website. However, its phone number is posted on every page of the website, just in case the customer needs help or has questions. For example, I’m always impressed with Zappos.com.

Chief Customer Officer 123

Chief Customer Officer 2022 Customer Service Training Connections 123

ShepHyken

NOVEMBER 30, 2022

A retail store changed its return policy. What was once considered a flexible, customer-friendly return policy became a hassle for the customer. . These changes are the reasons some customers shared when they were asked, “Why don’t you come back anymore?” Often, that’s why the customers continue to dance with you. .

Reference 120

Reference Customer Focused Customer Service Training Retail 120

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 133

Retail Books Advertising Customer Service Training 133

ShepHyken

SEPTEMBER 29, 2021

The company wanted to be known as a world-class retailer. 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. But that wasn’t enough! .

Hospitality 155

Hospitality Books Customer Service Training Leadership 155

ShepHyken

SEPTEMBER 15, 2021

Think about this … what if you were to charge a customer just to talk to you about what you would sell them? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? I’m not suggesting that you should.

Hotels 167

Hotels Customer Service Training Financial Retail 167

ShepHyken

DECEMBER 29, 2021

In the B2B old, many customers pay 30 or even 90 days (or more) after they are invoiced for whatever they buy, but this is almost unheard of in retail. . I’m not suggesting you put all of your customers on the honor system when it comes time to be paid. But when there is a choice to be made, trust your customers.

Customer Service Training 137

Customer Service Training B2B Customers Retail 137

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 154

2020 Article Customer Service Airlines 154

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 80

Article 2018 Customer Service Airlines 80

ShepHyken

MAY 10, 2023

Routinely sharing examples helps employees recognize their opportunities to delight their customers. Some retail organizations, like Nordstrom, have an easy, no-questions-asked return policy. Even though the employees at Nordstrom aren’t breaking the rules, the customer feels as if they are going above and beyond.

Customer Service Training 64

Customer Service Training Workshop Travel Retail 64

ShepHyken

NOVEMBER 28, 2023

In the customer experience world, one of the most challenging Moments of Misery™ to overcome is communication breakdown. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Workshop 67

Workshop Advertising Customer Service Training Communication 67

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!” .

Reference 128

Reference Customer Service Training Definition Retail 128

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 105

Article 2020 Customer Service Social Media 105

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 125

Customer Service Customer Service Training Retail Customers 125

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 123

Hotels Customer Service Training Reference Retail 123

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 67

Article 2022 Customer Service Loyalty Programs 67

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.

Reference 64

Reference B2C Workshop Customer Service Training 64

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 67

Article 2022 Customer Service Customer Journey Mapping 67

Customers That Stick

MARCH 11, 2015

Be Your Customer’s Hero is the book I wished I’d had in my years of running retail service businesses, a single book that I could hand to my employees, many of whom arrived inexperienced or untrained, to teach them most of what they needed to know to be great at customer service. So, I wrote it.

Books 139

Books Customer Service Training Social Media Blog 139

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

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 77

2018 Article Customer Service 2019 77

Integrity Solutions

OCTOBER 27, 2021

Why Excellent Customer Service Matters. Differentiating on service isn’t just a smart strategy for growth; increasingly, it’s a survival strategy. In industries like retail, for example, the past couple of years have raised the bar on customer service expectations.

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

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

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 89

2017 Article Social Media Customer Service 89

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 102

2016 Article Social Media Customer Service 102

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 67

Article 2020 Customer Service Call Center 67

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

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. Follow on Twitter: @Hyken.

Customer Service 109

Customer Service Competitive Advantage B2C Culture 109

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

SurveySparrow

OCTOBER 1, 2023

You breeze through security checks, and once onboard, you enjoy exclusive in-flight services that make your journey truly special. Luxury Retail Experience Suppose you’re shopping at a high-end boutique for a special occasion. High-touch services here mean you’re not just another shopper.

Customer Service 52

Customer Service Customer Experience Customers Travel 52

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

JULY 24, 2023

Retailers’ Attempts To Dissuade Returns May Impact Brand Loyalty by Alicia Thorpe (RetailWire) The tension between retailers and shoppers is growing, and it’s because of returns. My Comment: One way to make customers love doing business with you is to be easy and convenient. Are You Telling Your Customers The Whole Truth?

Article 12

Article Customer Service 2023 Retail 12

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 12

Article 2022 Customer Service E Commerce 12

ShepHyken

JANUARY 26, 2018

Yet you can train them to think in only one “compartment” at a time. If your retail salespeople are completing a retail sale on the floor of your store, for example, they can learn to concentrate on that task alone and ignore ringing phones, restocking the shelves, serving other customers and other tasks that are in other compartments.

Blog 83

Blog Leadership Consulting Exceptional Customer Service 83

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