ShepHyken

AUGUST 9, 2021

The goal is not only to fix the situation but to also restore their trust and loyalty with you. Customer Experience Starts – and Stops – With Emotions by Kristi Knight. 10 Simple Steps Toward Delivering a More Convenient Customer Experience by Rolling Stone Culture Council. Follow on Twitter: @Hyken.

2021 145

2021 Article Customer Service Social Media 145

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business.

Article 70

Article 2022 Customer Service Hospitality 70

ShepHyken

APRIL 12, 2021

It’s a great concept as long as the “under promise” part is not such a low bar that the customer is unimpressed. My friend Josh Linkner, who has a new book coming out next month titled Big Little Breakthroughs , takes an innovative look at this concept. Then there is the concept of “Over Promise and Over Deliver.”

Article 80

Article 2021 Competitive Advantage Customer Service 80

ShepHyken

JUNE 6, 2022

They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales. My Comment: John DiJulius is one of the smartest customer service/CX experts on the planet. I love his articles.

Article 67

Article 2022 Customer Service Loyalty Programs 67

ShepHyken

DECEMBER 26, 2018

That quote comes from Simon Sinek, author of the book, Start with Why. This quote makes me think about the different reasons behind why a customer chooses to do business with a company. Those companies that get customers because of low price will lose those customers when someone else has a lower price.

Culture 133

Culture Customer Service Training Books Customers 133

ShepHyken

DECEMBER 20, 2018

A successful customer experience strategy is a result of the company’s culture. In other words, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. Three C’s of Customer Service Success. Give A Valuable Gift: The Top 10 Business Books For 2018.

Article 122

Article Customer Service 2018 Books 122

ShepHyken

MARCH 25, 2019

How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. A positive experience can result in lasting loyalty, endorsement, and evangelism. My Comment: A company that is known for its amazing customer service has it baked into its culture.

2019 107

2019 Article Customer Service Competitive Advantage 107

ShepHyken

APRIL 18, 2022

Prod a little further and the importance of customer experience (CX) is sure to play a major role in their response. In fact, 96% of consumers say CX is a key factor in their choice of loyalty to a brand. My Comment: Even though the title indicates these books are “retail reads,” many are appropriate for any type of business.

Article 70

Article 2022 Customer Service Retail 70

ShepHyken

OCTOBER 17, 2018

Many books have been written about companies like Disney, Nordstrom, Ritz-Carlton and Apple. Think about how big these brands are and how they have woven their way into our culture. Every time a customer has an interaction with the company, regardless of it being in person, on the phone or online, they have a similar experience.

Social Media 121

Social Media Customer Care Customer Service Training Brands 121

ShepHyken

DECEMBER 6, 2021

My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department. It’s baked in the culture. So, if customer service isn’t a department, what do you call it? How about “customer care?” And, there’s the strategy of customer loyalty programs.

2021 67

2021 Article Customer Service 2022 67

ShepHyken

OCTOBER 28, 2019

Bring Customer Loyalty Under the Customer Experience Umbrella by Phil Britt. CMSWire) Forrester’s 2019 CX Index found that most loyalty programs are ineffective. This, at a time as the company notes, when “it costs 500% more to acquire a new customer than to retain a current one.” by Wayne Simmons.

2019 54

2019 Article Customer Service Loyalty Programs 54

Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The standard level of customer service at most modern companies is reactive. [Originally published in Forbes.com.

Leadership 68

Leadership Customer Service Seminar Hospitality 68

ShepHyken

DECEMBER 26, 2016

Management doesn’t even realize or acknowledge that internal customers exist. My Comment: The internal customer is just as important (if not even more so) as an outside customer. This article looks at the internal customer and the process behind delivering better internal service. Follow on Twitter: @Hyken.

2016 83

2016 Article Chief Customer Officer Customer Service 83

Service Untitled

OCTOBER 11, 2010

Service Untitled The blog about customer service and the customer service experience. The recurring theme in the book centers around the Golden Rule; if you treat people well and the way you would like to be treated, they will do the same. Sharp begins the book with his personal story.

Books 46

Books Blog Hotels 2010 46

ShepHyken

DECEMBER 19, 2018

I get new magic books and props in here every week. It doesn’t matter what type of business you are in, trust creates loyalty. Earning your customers’ trust typically takes time. Your customers know what to expect, and you deliver every time. The post Do Your Customers Trust You This Much?

Customer Service Training 120

Customer Service Training Reference Customers Books 120

ShepHyken

MAY 15, 2017

D CEO) Half a century after its incorporation papers were filed, the Dallas-based carrier is working harder than ever to reinforce its unique corporate culture. There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. . 3 Hacks to Boost Client Loyalty and Growth by Josh Linkner.

2017 69

2017 Article Customer Service Airlines 69

ShepHyken

SEPTEMBER 26, 2016

Make a Mouse: The Power of a Culture of Customer Experience Excellence by Joseph Michelli. The same can be said for great service cultures. Leaders are responsible for “creating the right environment” for world-class customer experiences to occur. Are you serving your customers or smothering them?

2016 121

2016 Article Customer Journey Mapping Customer Service 121

Kayako

APRIL 15, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. Employee golden rule – Do unto your employees as you want done unto the customer” – Shep Hyken.

Customer Experience 67

Customer Experience E Commerce Hospitality E-support 67

Service Untitled

MARCH 12, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer loyalty and Toyota Cheryl March 12, 2010 Behind the Scenes , Customer Service , Specific Companies 2 Comments There have been 8 million Toyota vehicles recalled. You can leave a response , or trackback from your own site.

Blog 43

Blog Loyalty 2010 Airlines 43

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Service Untitled

SEPTEMBER 21, 2010

Service Untitled The blog about customer service and the customer service experience. photo credit: liber Possibly Related Posts: NJ toll road collectors lack customer service training Under the US Freedom of Information Act, the popular internet.

Blog 47

Blog Customer Service Representative 2010 Customer Service Training 47

SmartKarrot

FEBRUARY 15, 2022

He is known for his ability to help firms reimagine their customer care. He is the owner of CTS Service Solutions, a customer experience firm that grew out of his blog ‘Customers That Stick.’ Following him would help customer-facing executives offer contextual support, which is critical for a better customer experience.

2022 10

2022 Customer Service Social Media Customer Centricity 10

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. She recently wrote the book on customer understanding ! Aimee Lucas.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. She recently wrote the book on customer understanding ! Aimee Lucas.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Service Untitled

OCTOBER 26, 2010

More than price, since companies vie for the best prices all the time, is to make truly lasting impressions in order to win customer loyalty. In an information driven society, where anyone can research brands as easily as connecting to the internet, customer service is apt to be the winning difference. Resolve my problem.

Blog 43

Blog 2010 2006 Customer Satisfaction 43

Service Untitled

OCTOBER 13, 2010

“I’m very fussy about what I eat, but I also expect good service. If I don’t get the proper combination, I really don’t feel any customer loyalty. It all figures into the equation, and customer service is right up there with quality.&# That’s what keeps all of us coming back.

Blog 42

Blog 2010 2006 Customer Satisfaction 42

ShepHyken

JULY 5, 2021

How to design and run a customer loyalty program for small businesses by Raúl Galera. MultiBriefs) customer loyalty programs are all about retaining buyers through special discounts that offer rewards for repeat purchases. But how do you go about designing and running an effective customer loyalty program?

Article 148

Article 2021 Customer Service Loyalty Programs 148

Michel Falcon Experience

APRIL 7, 2020

Do I find myself asking, “I don’t have the budget for customer service training?” What is going to happen to my business and brand if I’m known for delivering average customer service? They must be just as customer-centric as your cashier or receptionist. Customer experience can impact all five senses.

Customer Service 88

Customer Service Customer Experience Net Promoter Score Hospitality 88

SurveySparrow

OCTOBER 1, 2023

Online Booking Platforms : When you book a flight or reserve a hotel room online, you’re using a low touch service. This approach is ideal for customers who value the convenience of making bookings independently. What is High Touch Customer Experience?

Customer Service 52

Customer Service Customer Experience Customers Travel 52

ShepHyken

SEPTEMBER 19, 2022

4 Ways Brands Are Boosting Customer Loyalty by Scott Clark. CMSWire) Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors. This article will look at the ways brands focus on these four elements to enhance customer loyalty.

Article 64

Article 2022 Loyalty Programs Customer Service 64

Michel Falcon Experience

OCTOBER 21, 2019

This is a testament to their seamless customer experience that has us buying more and more every year. Amazon started off as a small, garage-operated website, they earned our trust by selling books. Today, they have Amazon Web Services (AWS), Amazon Basics and more. Trust me, the effects of bad customer service are not worth it!

Customer Service 111

Customer Service Customer Journey Mapping Customer Centricity Advertising 111

Service Untitled

NOVEMBER 28, 2012

These practices have not only increased word of mouth and brand loyalty. Recently, I sat down with Ritz-Carlton Vice President Diana Oreck to see if she could share any more secrets to the company’s customer service super sauce. Ritz-Carlton also boasts among the best employee retention rates around.

Customer Service 92

Customer Service Hotels Hospitality Leadership 92

ShepHyken

OCTOBER 3, 2016

My Comment: If you’ve been following this column you will occasionally see me write about what’s happening on the inside of a company is felt on the outside by the customer. Stan Phelps, the author of the “Goldfish” series of books, shares insights from Southwest airlines. It’s all about creating the right culture!

2016 124

2016 Article Airlines Customer Service 124

Experience Investigators by 360Connext

FEBRUARY 18, 2020

Free CX Courses: Free Customer Service Training by LiveChat. Sort-of-Free CX Courses: Customer Service Foundations by Jeff Toister. Writing Customer Service Emails by Leslie O’Flahavan. Rule #3: A good online training isn't any longer than it needs to be. let's get to the courses!

Customer Experience 35

Customer Experience Customer Journey Mapping Customer Journey Customers 35