Eptica

JULY 29, 2020

Date: Wednesday, July 29, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Author: Guest author: Jeanne Bliss In our latest guest posts, CX expert Jeanne Bliss has been sharing case studies from her new book Would You Do That To Your Mother? Published on: July 29, 2020.

Customer Experience 98

Customer Experience Airlines Guest Experience Hotels 98

ShepHyken

APRIL 30, 2024

When I’m asked to give a customer experience keynote speech , one of the points I like to make is the importance of simplifying the complicated. All of my books are easy to read. My annual customer service and CX research includes some very compelling findings that will make you want to simplify your customers’ experience.

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2009 Entertainment Sports Workshop 95

ShepHyken

FEBRUARY 20, 2024

Whether you take care of the issue yourself or pass it on to someone else, recognize that you play a very important role in the customer’s journey from experiencing a Moment of Misery™ to experiencing a Moment of Magic®. Time Well Spent Last year, I interviewed Aransas Savas on Amazing Business Radio. Does the Customer Come Back?

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Metrics Customer Service Workshop Measurement 154

ShepHyken

MARCH 12, 2024

So, here are six ways to create an experience personality that will transform your company or brand from merely providing products and services to doing so with personality: Your Company’s Personality: I don’t care what you sell. It could be military equipment or comic books. How would you like them to describe you?

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Workshop Advertising Customer Service Training Books 152

CSM Magazine

OCTOBER 19, 2023

While many companies focus on competitive pricing or unique offerings, there’s an often-overlooked factor that can significantly impact revenue: the quality of customer experience. As recent reports suggest, companies that invest in higher levels of customer service often reap the financial rewards in the investment created.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

ShepHyken

SEPTEMBER 6, 2017

In other words, you can’t – and shouldn’t – judge a book by its cover. Don’t make the mistake of judging a book by its cover. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. The post Big Mistake… Don’t Judge a Book Buy Its Cover appeared first on Shep Hyken.

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Books Hotels Customer Service Training Sales 0

ShepHyken

MARCH 21, 2023

Use the customer’s name. In the 1936 book How to Win Friends and Influence People , Dale Carnegie wrote, “Remember that a man’s name is, to him, the sweetest and most important sound in any language.” Get more information on The Customer Focus ™ customer service training programs.

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Customer Experience Customer Service Training Books Customers 68

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

MAY 5, 2024

Each week, I read many customer service and customer experience articles from various resources. Unlocking the Experience Economy by Roy Arguelles (Quality Digest) Operational efficiency, customer engagement, and overall competitiveness are essential requirements. You must wrap an experience around it.

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2024 Article Customer Service Social Media 73

ShepHyken

MAY 5, 2024

Each week, I read many customer service and customer experience articles from various resources. Unlocking the Experience Economy by Roy Arguelles (Quality Digest) Operational efficiency, customer engagement, and overall competitiveness are essential requirements. You must wrap an experience around it.

2024 65

2024 Article Customer Service Social Media 65

Michel Falcon Experience

JANUARY 16, 2020

I’ve leveraged customer experience strategies within my career for more than ten years now. I’ve seen companies thrive (some of which I’ve advised), some commit but not fully exhaust the benefits and others that say customer experience matters but do nothing at all. that’s having a customer experience strategy!

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2020 Customer Journey Mapping Customer Experience Hospitality 88

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

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2020 Customer Experience Magazine Consulting 132

ShepHyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. Here are my top five picks from last week.

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Article 2021 Customer Service Loyalty Programs 150

ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. They expect you to be there, to know their history as a customer, and to treat them with priority and respect.

Article 73

Article 2024 Customer Service Loyalty Programs 73

LiveChat

SEPTEMBER 1, 2016

The lack of proper customer service training plan can lead to a bunch of support problems. If you don’t train agents properly, you can’t expect good customer service results. Agents that are not trained will often feel that their skills are not that valuable, leading to higher turnover rates.

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Customer Service Training Customer Service Customers Customer Satisfaction 47

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. I booked an international trip for a speaking engagement. To summarize, laziness should never enter the customer experience. Connect with Shep on LinkedIn.

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Travel Customer Service Airlines Poor Customer Service 95

Comm100

APRIL 24, 2018

Whether it’s a great book, an enlightening movie or a blog post with a fresh perspective you’d never considered, those moments are at the core of all great learning experiences. As a manager or trainer of a customer service team, you’ll know that excellent customer service teams aren’t born that way.

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Customer Service Training Customer Service Communication Download 50

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. 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. million customers.

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2020 Article Customer Service Airlines 157

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? Don’t miss the opportunity to create customer loyalty through an easy and hassle-free return policy. accounting, legal services).

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Article 2022 Customer Service Customer Service Training 124

SurveySparrow

OCTOBER 1, 2023

Think of it as a premium service where you’re treated with extra care and attention, ensuring that you have a hassle-free and enjoyable experience. After all, good customer service leads to exceptional customer experience ! What is High Touch Customer Experience?

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Customer Service Customer Experience Customers Travel 52

ShepHyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. The employee experience (EX) drives a better customer experience (CX). Happy New Year! What’s 2024 going to be like? Here are my top predictions for 2024.

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2024 Customer Service Workshop Customer Service Training 96

Comm100

JULY 28, 2016

But now you can stop guessing, as we’re presenting you with some of the best customer service training advice in the industry from a seasoned professional, Ray Miller , who is the CEO of e-learning solution company The Training Bank and author of the book That Customer Focus.

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Customer Service Training Customer Service Download Definition 42

CloudCherry

AUGUST 22, 2019

Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. He is also the creator of The Customer Focus , a customer service training program which helps clients develop a customer service culture and loyalty mindset.

Travel 240

Travel Customer Service Training Books Culture 240

ShepHyken

AUGUST 1, 2023

One of them asked us to work with her team on a customer experience initiative that included every company employee. One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. We have the privilege and honor of working with some amazing clients.

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Hotels Travel Workshop Reference 117

ShepHyken

MARCH 4, 2020

If you’re reading this article the week it’s posted, then this is a sneak preview of a few of my favorite quotes from the book. Even if it’s after the book comes out, it’s not too late to “join” the Cult of the Customer—the cult you want to belong to! But remember, amazement isn’t an over-the-top experience.

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Books Loyalty Customer Service Training Customers 165

ShepHyken

MARCH 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. For this short post, let’s look at two emerging customer experience trends.

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Article 2021 Customer Service Customer Service Training 131

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: This brief article includes the three technologies that will positively impact businesses and create a better customer experience. Here are my top five picks from last week.

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Article 2023 2028 Customer Service 81

ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. Another intriguing thing about this article was the author’s take on the difference between Customer-Centric and Customer-Driven. I’ve personally read nine of the eleven books featured on this list.

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2023 Article Customer Service Books 65

ShepHyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

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Customer Service Training Customer Retention Customers Sales 130

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. My Comment: In my newest book, I’ll Be Back , I cover the difference between a repeat customer and a loyal customer.

Article 152

Article 2021 Customer Service B2C 152

ShepHyken

AUGUST 29, 2023

I had no idea that years later, I would write about this example in one of my books, Amaze Every Customer Every Time. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. When I showed the salesperson my broken hinge, he asked if I was open to a suggestion.

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Workshop Customer Service Training Sales Books 124

ShepHyken

SEPTEMBER 8, 2021

One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. Yes, the word terminate ties into the movie Terminator , which somehow became a theme in the background of the book.

Books 166

Books Social Media Customer Service Training Reference 166

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ShepHyken

JULY 4, 2023

I liken this to my school days when the teacher said we could bring our books and notes to the final exam. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Even though it gave me the correct answer, I still had to know what to do with it. It didn’t make me dumb.

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Workshop Customer Service Training Books Customer Service 130

Michel Falcon Experience

APRIL 7, 2020

I want every business professional to learn the difference between customer service vs. customer experience. 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?

Customer Service 88

Customer Service Customer Experience Net Promoter Score Hospitality 88

ShepHyken

NOVEMBER 18, 2020

Often, touchless means a digital or automated experience —in other words, one that is void of the people-to-people experience. For example, pre-COVID-19 I was at an airport gift shop and bought a book. There was no cashier; just two kiosks for customers to self-checkout. So, The Loyalty Question 2.0

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Loyalty Books 2018 Customer Service Training 142

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. Here are my top five picks from last week.

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2024 Article Customer Service Government 81