ShepHyken

NOVEMBER 14, 2018

As most of you (hopefully know), my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible. In the book, there are six Convenience Principles with plenty of examples, and many of our followers have read my articles and watched my videos on these powerful concepts.

Touchpoint 116

Touchpoint Books Customer Service Training Customer Service 116

ShepHyken

SEPTEMBER 18, 2019

That’s why I’ve been intrigued for years by Cameron Mitchell’s philosophy—and also the title of his book— Yes is the Answer! For example, one of my favorite business strategies is “one to say YES and two to say NO” , which is all about empowering employees to say “ yes” to customers. What is the Question? Follow on Twitter: @Hyken.

Customer Service Training 131

Customer Service Training Document Culture Books 131

ShepHyken

OCTOBER 28, 2020

It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Culture 151

Culture Social Media Customer Service Training Customers 151

ShepHyken

DECEMBER 5, 2022

Do you care about something your customer cares about? If you expect loyalty from your customers, you must demonstrate loyalty toward them. The ebook is “gated,” so you will have to fill out the form to download the book. Go to The Customer Focus to learn more about our customer service training programs.

Article 69

Article 2022 Customer Service Hospitality 69

Michel Falcon Experience

JANUARY 3, 2020

Often, companies only provide customer service training for their frontline employees like customer care professionals and sales team members. I believe all leaders, across all departments, should spend time every month with their customer care and frontline employees.

2020 99

2020 Customer Service Culture Call Center 99

ShepHyken

DECEMBER 11, 2019

Who doesn’t love fast service? Jimmy John’s , the fast-food chain known for “freaky fast” service and delivery, knows how much customers appreciate speed. Take a leaf out of their book by finding ways to be freaky fast for your customers. Do something special for Get to Know Your Customer Days.

2020 118

2020 Customer Service Fashion Customer Service Training 118

ShepHyken

NOVEMBER 21, 2018

Customer loyalty… This is what companies strive for, to create loyal customers. Some companies have earned a reputation that keeps bringing their customers back, again and again. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. How do they do it?

Loyalty 130

Loyalty Reference Customer Service Training Customers 130

ShepHyken

DECEMBER 19, 2018

I get new magic books and props in here every week. 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. If I’m wrong, send it back.”.

Customer Service Training 120

Customer Service Training Reference Customers Books 120

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

ShepHyken

JUNE 21, 2017

It turns out that there should have been no charge for the drinks, but for the purposes of book keeping, the bartender had to charge something for the drinks. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. And, when he called the owner, the owner was mortified.

Advertising 122

Advertising Customer Service Training Books Information 122

ShepHyken

JUNE 6, 2018

Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyalty programs promote perks, rewards, elite status and more, which might suggest that not all customers are equal. For information, contact 314-692-2200 or www.hyken.com.

Airlines 96

Airlines Hotels Loyalty Programs Loyalty 96

ShepHyken

SEPTEMBER 5, 2016

Create Great Customer Experiences with These Three Principles by Opinurte Team. Opinurate) Matt Watkinson has worked with some of the biggest businesses in the world on customer experience strategy, service design, websites and mobile apps. Talk about delivering customer amazement! Follow on Twitter: @Hyken .

2016 0

2016 Article Customer Service Hospitality 0

ShepHyken

JULY 25, 2016

This article gives some insight to the reasons customers leave, and how you might lower your percentage of customer churn. The 27 Best Customer Service Books by Mathew Patterson. My Comment: Looking for a “summer reading” business book? For information contact or www.hyken.com. Follow on Twitter: @Hyken .

2016 78

2016 Article Customer Service Books 78

ShepHyken

MAY 10, 2017

The conversation about the room ended when she said, “I meant the best available room in the category you booked.”. Don’t make a statement to a customer you can’t deliver on. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. Well, I was a little let down.

Hotels 102

Hotels Customer Service Training Reference Books 102

ShepHyken

SEPTEMBER 3, 2018

I call it The Convenience Revolution , and I’ve written an entire book about it and how you can use convenience to take your customer service to the next level. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Article 79

Article 2018 Customer Service Hospitality 79

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 123

2016 Article Airlines Customer Service 123

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

ShepHyken

APRIL 9, 2018

(destinationCRM) Customers across industries now expect a better overall experience thanks to Amazon, and here are a few ways your business can follow their lead. My Comment: Joey Coleman is one of the leading customer service and CX experts. His brand new book, “ Never Lose a Customer Again ,” is just out.

Net Promoter Score 88

Net Promoter Score Article 2018 Customer Service 88

Comm100

APRIL 16, 2018

Contrasting this is another viewpoint which states that focusing on delivering exceptional service isn’t what will win customer loyalty – it’s reducing effort that will keep customers coming back. The Effortless Experience : Conquering the New Battleground for Customer Loyalty. First, the customer is always right. “The

Exceptional Customer Service 41

Exceptional Customer Service Books Customer Satisfaction Loyalty 41

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

Thematic

DECEMBER 12, 2022

Goal: Personalized marketing campaigns You can capture what individual customers care about in a CRM and then send them personalized emails based on these preferences. Below, you might have “difficulty registering”, “register via single sign-on”, “report registrations” etc. Use case 3.

Feedback 71

Feedback B2C Fashion Customers 71

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Website : [link]. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

NOVEMBER 20, 2017

Evergage) In this book, discover what one-to-one personalization is all about, how it’s evolved and what the future entails. Learn how it’s driven by machine learning, delivered across channels and powered by in-depth customer data. My Comment: This isn’t an article, it’s an entire book! Well, this article will do exactly that!

2017 37

2017 Article Customer Service Competitive Advantage 37

ShepHyken

JANUARY 17, 2018

We were getting ready to book about 35 rooms in a slow week for the hotel and spend thousands of dollars in their restaurants, bar, and for our banquet meals. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com.

Hotels 49

Hotels Leadership Banking Customer Service Training 49

SmartKarrot

FEBRUARY 15, 2022

Adam Toporek is a globally-recognized keynote speaker on customer experience. 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.’ Bruce Temkin. Colin Shaw. Des Traynor.

2022 10

2022 Customer Service Social Media Customer Centricity 10

ShepHyken

SEPTEMBER 19, 2018

For example, one of the top complaints we hear from our clients is the books they order didn’t show up. 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.

Hotels 23

Hotels Workshop Customer Service Training Books 23

Service Untitled

SEPTEMBER 22, 2010

Answer: What we do in training is make sure that our customer care professionals do several things and do them exceedingly well. Maybe a child is crying in the background or we hear a lot of noise in the background, and it is their job to make sure it is still a good time to speak with a customer.

Blog 41

Blog 2010 2006 Call Center 41