ShepHyken

APRIL 28, 2021

Our colleague here at Shepard Presentations, Nate Jones, shared a story about something that recently happened to his father. This is a great customer service training lesson. So, he calls the dealership’s customer service number, which was actually a support center for all of that brand’s dealerships in the U.S.

Transportation 174

Transportation Customer Service Training Presentation Customer Service 174

ShepHyken

JUNE 8, 2022

This is a great story with a great lesson. . Even if they don’t matter to the customer, they should still matter to you. As it applies to customer experience (including customer service), it is often the little details that move the experience from average to amazing. Follow on Twitter: @Hyken.

Customer Confidence 129

Customer Confidence Customer Service Training Customer Service Customer Focused 129

Kustomer

AUGUST 28, 2023

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view on customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands.

Customer Service 52

Customer Service Airlines Hotels Omnichannel 52

ShepHyken

MARCH 8, 2023

I love hearing about complaints and problems that are solved to the point that the customer wants to tell the world about the experience. I’ve covered this before, but it’s worth using this story to remind us of how simple and effective it is. Five Steps to Handling Complaints and Problems Apologize: That’s the first thing the server did.

Customer Service Training 118

Customer Service Training Customer Service Marketing Customer Focused 118

Lithium

OCTOBER 6, 2021

In this episode, Nate Jaffee ( ) , Head of Strategy at Praytell , talks to us about customer relationships, customer expectations, and overturning the belief that the customer is always right. True story. This level of engagement is why learning your customer’s business matters. Apple Podcasts. Google Podcasts.

Customer Experience 98

Customer Experience Customer Relationships Customer Expectations Customers 98

BirdEye

FEBRUARY 21, 2023

It’s especially important for local businesses looking to connect with their communities and grow their customer base. As a result, its large user base gives local businesses a tremendous amount of potential customers to share their social media posts and ads with. We’ll talk more about social media marketing strategies in a bit.

Social Media 98

Social Media Management Multi-Channel ROI 98

ShepHyken

APRIL 21, 2021

When your customer calls, emails or texts you, you must respond. One of our subscribers to The Shepard Letter , Andy Saks, owner of Spark Presentations and professional corporate presenter , sent in a story worth sharing. (By By the way, if you’ve got an amazing – or horrific – customer service story, send it over. (By

Insurance 155

Insurance Presentation Customer Service Training Customers 155

ShepHyken

DECEMBER 9, 2020

Last week, I covered the idea of the story. Customers love to read the stories of other customers using the products they are interested in purchasing. Customer commentary in the review—as in how much they are enjoying the product and how they are using the product—can push a potential customer to make the purchase.

Customer Service Training 144

Customer Service Training Definition Leadership Events 144

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Failure to listen to customers.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

ShepHyken

JANUARY 5, 2022

I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. This prompted BarkBox to reach out to its customers in the areas that were hit hardest. Any time you interact with a customer is a touchpoint.

Customer Experience 174

Customer Experience Touchpoint Communication Customer Service Training 174

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Story #1: The European Super League Creates a Super Big Backlash.

Insights 153

Insights Customer Experience 2021 Books 153

ShepHyken

JANUARY 13, 2021

Horst shared a better story. No, it wasn’t necessary to get on the plane to return the computer, but Horst loved this story and wanted every member of the Ritz-Carlton team throughout the world to hear it. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Of course not.

Hotels 148

Hotels Customer Service Training Presentation Information 148

ShepHyken

JULY 20, 2022

I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. . And if what makes you different is important to your customers, they will want to be a part of your world. . Follow on Twitter: @Hyken.

Competitive Advantage 139

Competitive Advantage Banking Fashion Contact Center 139

Beyond Philosophy

MAY 13, 2023

Similarly, customer service representatives with high EQ are crucial for the emotional management of customers. The ability to understand and manage emotions is a crucial factor in ensuring customer satisfaction. Follow Colin on Twitter HERE. We will explore the five realms of EQ, starting with knowing your emotions.

Management 78

Management Customer Service Representative Leadership Customer Service Strategies 78

ShepHyken

JUNE 10, 2020

Sometimes a little creativity and extra effort can make a big difference in the customer experience. One of our followers, David Turk, shared an article from a recent issue of the New York Times about how a server at an upscale restaurant “astonished” a guest with an amazing display of customer service. Care about your customers.

Customer Service Training 156

Customer Service Training Customer Service Article Information 156

ShepHyken

DECEMBER 29, 2021

One of our loyal subscribers, Darrell Grant, The CXO at Hightower Wealth Advisors, shared a great story that provides an excellent learning opportunity. . There was a longer than usual line, and some of the customers were becoming frustrated. The customers were frustrated. The customers were happy to comply. .

Customer Service Training 139

Customer Service Training B2B Customers Retail 139

Beyond Philosophy

JANUARY 14, 2023

In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud. So, it is incumbent upon you to read the signs that a customer has decided to buy. Customer Experience Information & Resources. Follow Colin on LinkedIn and Twitter.

Presentation 97

Presentation Financial Sales Consulting 97

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. Customer service expert Chip Bell sets the stage with a story. Package” by Chip Bell.

2021 157

2021 Article Customer Service Guest Experience 157

ShepHyken

OCTOBER 20, 2021

I was recently answering a question from a young customer service agent. One thing I suggested was that he follow up his conversation with a customer with a thank-you note. Instead, he texted the thank-you to his customer. . You’ll have to decide based on the relationship you have with your customer.

Fashion 153

Fashion Customer Service Training Technology Customer Service 153

ShepHyken

NOVEMBER 28, 2018

In the past, I’ve written and talked about “ Telling Your Story.” The idea is that you look to create the “legendary” type of stories that come from your employees and set the bar for the customer experience you want to deliver. Or, maybe a customer might write an accolade letter. Back to your customers.

Social Media 126

Social Media Customer Service Training Customers Information 126

ShepHyken

SEPTEMBER 1, 2021

Our customers are smarter than ever when it comes to customer service and receiving a great customer experience. They are forcing everyone in business to up their game, and that’s great for us as customers. . They are forcing everyone in business to up their game, and that’s great for us as customers. .

B2B 144

B2B Healthcare Customer Service Training Retail 144

ShepHyken

MARCH 17, 2021

It seems that most of the companies that customers love to do business with have something in common. They focus more on the customer than they do the sale. But when they focus on the customer’s needs, the rest seems to fall into place. She emailed me a great story worth sharing. Saving a customer money builds trust.

Sales 172

Sales Customer Service Training Customers Loyalty 172

ShepHyken

JANUARY 19, 2022

He was still talking about this surprise, which is why I was compelled to share his story. . It showed that the employee was paying attention and looking for the opportunity to surprise a customer. I know, “customer” is an interesting way to describe a passenger who undergoes a random TSA search, but I think you get the point. .

Transportation 129

Transportation Customer Service Training Events Customer Service 129

Lithium

MAY 3, 2022

Don't forget to subscribe to this Khoros Customer Blog to stay up to date on the latest from Khoros. Is your brand using Khoros technology to deliver world-class digital customer experiences with strategies and results that others can learn from? Share your stories and successes with the third annual Khoros Kudos Awards!

Multi-Channel 52

Multi-Channel Webinar Social Media Roadmap 52

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers. Happy Holidays!

2022 65

2022 Article Loyalty Programs Customer Service 65

ShepHyken

MAY 18, 2022

Sometimes a customer asks a question, and then either doesn’t understand or like the answer. What made me think of this was when Angelica, one of our team members at Shepard Presentations, shared a customer service story about why she chose one coffee shop over another, even though it was more expensive. It’s okay.?And

Workshop 120

Workshop Customer Service Training Customer Service Presentation 120

ShepHyken

AUGUST 12, 2020

It’s a genuine “thank you” or another comment to share your appreciation for your customer. That’s a great customer service strategy—just be nice! There’s not only a lesson here, but it’s also a heartwarming story that will make you feel good. Recently, someone shared a story about Keith’s father, Farris Barket.

Books 134

Books Customer Service Strategies Customer Service Training Definition 134

ShepHyken

MAY 19, 2021

This is simply a positive experience we created for either a customer or team member at Shepard Presentations. The point is we all share a story. It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. By the way, this is the same exercise we teach in our customer service training programs.

Customer Service 141

Customer Service Customer Service Training Culture Presentation 141

Brandwatch CX

JANUARY 29, 2024

Brandwatch uses our presence on sites like LinkedIn and Twitter to generate leads, so we’re going to preach what we practice. Unsurprisingly, our social posts and content do well there as our product and target customer fit. On Twitter you can go after people who have tweeted certain words or follow accounts.

Social Media 98

Social Media Brands Blog Entertainment 98

ShepHyken

NOVEMBER 17, 2021

If it means using digital to achieve easier, faster, and more convenient, then customers will use a digital channel. More and more customers are looking for digital and self-service options. Our customer experience research finds that 41% of customers prefer digital first and the phone second. Follow on Twitter: @Hyken.

Fashion 126

Fashion Interaction Airlines Customer Service Training 126

ShepHyken

OCTOBER 19, 2022

Based on all their awards and the comments from happy customers posted on social channels, they deliver. . The only way your customers will say what you want them to say – as in The Echo – is if the experience you deliver aligns with the brand promise. Their story is rich with high levels of luxury and engineering.

Automotive 124

Automotive Reference Advertising Brands 124

ShepHyken

NOVEMBER 11, 2020

That’s what customer service people do. They are customer service heroes. . This brings me to a story about Mike, a teenager I met back in the 1980s when I was still doing magic shows. He was just “a kid,” and probably didn’t have a lot of money, and that’s an important part of this story. Back to customer service.

Customer Service Training 160

Customer Service Training Customer Service Information Customer Focused 160

ShepHyken

OCTOBER 6, 2021

He shared a story about how he emailed the CEO of a company, and in an incredibly short amount of time, his phone rang, and you can guess who it was … the CEO. . Of course, there may be a few pleasantries to welcome a customer into the conversation. So, here are a few lines that customers love to hear. I’m glad you called.

Customer Service Training 165

Customer Service Training Reference Customers Customer Service 165

Beyond Philosophy

AUGUST 19, 2023

Waiting around for a customer experience is rarely a good thing. When customers are waiting for you, that’s usually a sign that not waiting would have been difficult or inconvenient (read: expensive) for your company. However, not valuing customers’ time is probably the most expensive mistake you can make.

Customers 60

Customers Connections Management Engagement 60

ShepHyken

JANUARY 8, 2020

One of our faithful Shepard Letter subscribers emailed me a story. Do they come to the job with the positive attitude you want your customers to experience? Just hours after I read this subscriber’s story, I was at the airport standing in front of the check-in desk at the gate. Or do they have to “fake it”? Was I invisible?)

Customer Service Training 122

Customer Service Training Culture Information Customer Service 122

Beyond Philosophy

DECEMBER 15, 2021

He and his Customer Experience Steering Committee came up with a virtual version of the traditional car-buying and service experience and implemented it in record time. I learned about this story on a CX Network Live event. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources.

ROI 78

ROI 2022 Consulting Events 78

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. In other words, there is no one thing, but many things that you should do to improve your Customer Experience in 2021.

2021 89

2021 White Paper Customer Experience Consulting 89