ShepHyken

SEPTEMBER 26, 2023

And if you really think you are 100% right and the customer support agent is wrong, consider ending the call and calling back to speak with a different agent who may respond differently. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. You can ask for a supervisor.

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Customer Service Social Media Workshop Customer Service Training 134

ShepHyken

MAY 24, 2023

And speaking of reality, no matter how good you are at creating an amazing customer experience, the customer’s perception counts. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. You’ve probably experienced this. It’s frustrating, but at the same time, it’s reality.

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Sports Hospitality Workshop Reference 130

ShepHyken

JANUARY 10, 2024

I booked an international trip for a speaking engagement. And a disparaging remark about others – even the competition – is unprofessional. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

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Travel Customer Service Airlines Poor Customer Service 90

ShepHyken

MARCH 6, 2023

It is about regularly speaking with customers directly to deeply understand the customer. Shep Hyken is a customer service and experience expert,  New York Times  bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

Feedback 125

Feedback Contact Center Customer Centricity Customer Satisfaction 125

TechSee

JUNE 16, 2022

His achievements speak for themselves, from driving return authorizations approvals to 24 hours from 30 days, to reducing Monthly Abandon Rate to 3% from 20-30%. He is a popular speaker in the space, having given about 1000 keynote speeches in more than 40 countries! Mike Akoi, President at Reflective Keynotes.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

One Millimeter Mindset

APRIL 19, 2023

In my keynotes and workshops, I address the dynamics, personas, and intangibles of some of the great teams I’ve worked with. Then, you become more comfortable and conversant speaking cross-functionally with colleagues who do not solve problems the same way you do. Why aren’t all teams like the team you absolutely love?

Consulting 89

Consulting Innovation Workshop Leadership 89

ShepHyken

JULY 7, 2020

They discuss her career history of using amazing customer experiences as a competitive differentiator, plus a few tips on speaking and presenting. When delivering a message to your staff, speak as an audience advocate. About: Patricia Fripp , CSP, CPAE is an award-winning, Hall of Fame keynote speaker and speech coach.

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Culture Customer Service Presentation Customer Experience 125

ShepHyken

JULY 19, 2023

Then it was my turn to speak. Sometimes meeting expectations is a perfect experience.  In my customer service keynote speeches , I talk about Managing the Moment. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Management 62

Management Workshop Customer Expectations Customer Service Training 62

ShepHyken

JUNE 25, 2021

Back in 2019, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv’s annual client Forum. The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv’s CEO Jeff Yabuki about sports, of course, as well as about leadership and business. Actions always speak louder than words. .

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Sports 2019 Leadership Article 117

Optimove

FEBRUARY 28, 2024

Warner joins Neil Hoyne, Chief Strategist at Google, as keynote speaker at the conference. The renowned customer analytics expert and best-selling author of “Converted: The Data-Driven Way to Win Customers’ Hearts,” will deliver his keynote address entitled The Data-Driven Way to Win Customers’ Hearts.

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Connections 2023 2024 B2C 52

ShepHyken

SEPTEMBER 10, 2023

For instance, Lufthansa just introduced NFTs in its loyalty program which speaks about how in tune it is with the times. In a perfect world, our products would speak for themselves, and all you would have to do is sell them. The aviation industry has always been a front-runner but brands in other industries are also catching up.

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Article 2023 2028 Customer Service 78

ShepHyken

SEPTEMBER 24, 2023

Several years ago, I met the author, Kelechi Okeke, when I was at a speaking engagement in Nigeria. In addition to his writing and consulting in the CX space, Kelechi works for a company, so he’s speaking and writing from experience. It takes cross-functional collaboration. His take on this problem is worth reading.

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Article Customer Service 2023 Workshop 68

Michel Falcon Experience

AUGUST 28, 2019

Before 2000+ attendees in Toronto, I was Subway’s headline keynote speaker. During my keynote speech, I shared company culture, customer experience and employee engagement strategies with the Subway franchise owners. Visit my website to learn more about my keynote speaking services [link].

Culture 60

Culture 2019 Customer Experience Customers 60

BlueOcean

OCTOBER 4, 2022

And Speaking of Employee Experience…. …it Stephanie Todd, keynote speaker at CXO and founder of SoulCX imparted many words of wisdom, some of which she recently published on her company’s LinkedIn profile. Understand your audience first and build from there. it starts with exceptional recruiting and onboarding.

Entertainment 156

Entertainment Employee Experience 2023 Contact Center 156

ShepHyken

JUNE 12, 2023

” “Speak to your customers. Use your client-facing team who speak and learn from your customers every day to better understand what they want.” Shep Hyken is a customer service and experience expert,  New York Times  bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

Communication 62

Communication E-support Customer Centricity Loyalty 62

Michel Falcon Experience

APRIL 15, 2020

Building a company culture of truth is a key priority for me and something I’m speaking candidly about. In this blog post, I’m going to share: Stories of great companies and leaders who speak truthfully. In short, it’s by teaching everyone to speak honestly and with conviction. This quote summarizes why. “A

Culture 103

Culture Hospitality Feedback Communication 103

ShepHyken

SEPTEMBER 18, 2023

Speaking of customers expecting quick and timely responses, if they wanted to wait, they would have waited to make ask their question or make their request in the first place. Top Takeaways: In today’s fast-paced world, customers expect timely responses across various communication channels.

Customer Satisfaction 73

Customer Satisfaction Social Media B2B Customer Expectations 73

Michel Falcon Experience

OCTOBER 21, 2015

This blueprint needs the same methodical thought and processes that goes into a marketing or sales strategy.It’s common for me to open my keynote speaking engagements by asking the audience two questions, so… Read More».

Customer Experience 164

Customer Experience Employee Experience Sales Customers 164

Daniel Group

SEPTEMBER 15, 2023

Fred’s engaging speaking skills were evident during a client conference hosted by Lynn Daniel where he was the keynote speaker. Fred Reichheld is a prominent figure in the business world, known for creating the NPS program and his contributions to customer loyalty.

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Net Promoter Score NPS Loyalty Metrics 95

One Millimeter Mindset

SEPTEMBER 8, 2021

Many professionals I speak to feel somewhat out of sync professionally: trying to fit back into environments that just do not fit them anymore. My keynotes and breakouts are excellent complements to national, regional, state, and local meetings. Do you have the same post pandemic professional target you aimed at about 18 months ago?

Innovation 87

Innovation Leadership Definition Consulting 87

ShepHyken

JANUARY 19, 2022

My friend and fellow professional speaker George Walther was returning from an event where he received an incredible award, Legend of the Speaking Profession. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken.

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Transportation Customer Service Training Events Customer Service 127

ShepHyken

JANUARY 28, 2024

My Comment: And speaking of trends, my friend and fellow CX expert, Dan Gingiss, reached out to eight experts (including myself) and asked us for our big CX predictions for 2024. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Find out what we had to say!

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2024 Article Customer Service Customer Journey 65

Thematic

MARCH 13, 2023

For instance, where else would you find the Killers performing or Martha Stewart as a keynote speaker? The Qualtrics keynotes at X4 Summit - 3 out of 5 Not an early riser, I arrived a little late for both Qualtrics' keynotes. So most people attended the full keynote sessions. This has shaped her inspirational career.

Entertainment 62

Entertainment Events 2023 Advertising 62

SurveySensum

JULY 14, 2020

Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication.

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

AUGUST 25, 2020

In order to build a good customer experience, you must get close to the customer by speaking with them more frequently and understanding the path they’re on. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

Connections 117

Connections Feedback Insights Customer Insights 117

ShepHyken

FEBRUARY 22, 2022

” We have a cultural problem where employees are afraid to speak up. We have to put them at ease so they know it is okay to speak up. bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Ask them, “What can I do to help you move further into your career or into this position?”

Leadership 123

Leadership Culture Customer Service Management 123

ShepHyken

AUGUST 16, 2022

.” “AI technology must begin with understanding humans, the language we speak in business, and in interacting with each other.” Leveraging AI was able to deflect 90% of the conversation, so that the 10% who really needed to speak to a human could.” Shep Hyken is a customer service and experience expert,?

Healthcare 64

Healthcare 2022 Government Customer Care 64

ShepHyken

NOVEMBER 17, 2021

Metaphorically speaking, you don’t want to be that airline. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. So, back to the original question. The airline that doesn’t make it easy for the customer to do business, and that means using the digital experience, will lose.

Fashion 125

Fashion Interaction Airlines Customer Service Training 125

ShepHyken

APRIL 8, 2020

My good friend and speech coach, Patricia Fripp —who happens to be the top speaking coach on the planet to professional speakers and executives—shared a great story about how one business got creative to get the inside scoop on what their customers were saying about them. For information, contact 314-692-2200 or www.hyken.com.

Net Promoter Score 123

Net Promoter Score Effort Score Hotels Feedback 123

ShepHyken

APRIL 27, 2022

Many years ago, I had a client who almost didn’t hire me as a customer service keynote speaker. And, metaphorically speaking, the people responsible for those plates become, at that moment, the most important employees of the business. My dirty plate story. He had been reading my customer service articles for several years.

Books 67

Books Customer Service Training Demo Customer Focused 67

Myra Golden

SEPTEMBER 17, 2021

I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. Speaking of masks, I’m doing a lot of digital de-escalation training for clients in museums, libraries, theaters, and medical offices. Yet, here we are. It’s now virtual.

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Workshop Events Customer Experience Design Customers 109

ShepHyken

AUGUST 19, 2020

In my business, the title “professional keynote speaker” implies that I’m paid to speak in front of audiences. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. What is a professional? Is it the opposite of an amateur? I’ll answer that with a resounding, “No!”

Magazine 127

Magazine Entertainment Sports Definition 127

Customer Bliss

NOVEMBER 19, 2019

In this week’s Daily Dose video, I share an excerpt from a keynote I presented recently that focuses on the lessons of my most recent book, Would You Do That To Your Mother. . If you enjoyed this episode, click here to see another excerpt from this keynote speech or contact me to learn more about how I can speak for your company. .

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Airlines 2018 Innovation Customers 170

One Millimeter Mindset

MAY 28, 2020

Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. My One Millimeter Mindset virtual and in-person keynotes, workshops, coaching and mastermind programs translate across strategic communication and collaboration disconnects between people and professional disciplines.

Workshop 89

Workshop Entertainment Leadership Presentation 89

CSM Magazine

DECEMBER 7, 2022

Sabio Group, the digital customer experience (CX) transformation specialist, has unveiled the keynote speakers for its flagship European technology event. He will be joined as an additional keynote speaker on the day by Bruce Daisley, the former European boss of social media giant, Twitter.

Events 52

Events Entertainment Social Media 2023 52

ShepHyken

FEBRUARY 3, 2021

Here’s a true story shared by my friend and speaking colleague Beth Terry. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. The short version is that there is a doctor, who is probably a good doctor. But he’s a terrible boss. So, in most cases, it’s not the people.

Customer Service Training 145

Customer Service Training Books Management Information 145

ShepHyken

JANUARY 13, 2021

When Horst speaks, I listen and take lots of notes. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. If you’ve been following my work, you know I’m a huge fan of the Ritz-Carlton. For information, contact 314-692-2200 or www.hyken.com.

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Hotels Customer Service Training Presentation Information 145