ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. 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.

Article 67

Article 2022 Customer Service Loyalty Programs 67

ShepHyken

MAY 21, 2018

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster. QSR) In the fight to win back its brick-and-mortar customers, Starbucks is leveraging technological and experiential methods. (QSR)

Article 83

Article 2018 Customer Service Customer Service Strategies 83

ShepHyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care? How about “customer care?”

2021 67

2021 Article Customer Service 2022 67

ShepHyken

OCTOBER 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. Here are four examples from four brands on how they are delivering a great customer service experience.

2019 54

2019 Article Customer Service Loyalty Programs 54

ShepHyken

DECEMBER 11, 2019

Here are the first ten of twenty ideas as to how you can up your customer service game in 2020. Too often companies focus all their efforts on acquiring new customers instead of keeping existing customers. Don’t forget about your “sold” customers—stay in touch on a (somewhat) regular basis. Stay in touch.

2020 118

2020 Customer Service Fashion Customer Service Training 118

ShepHyken

MAY 17, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to handle customer complaints? Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically. 6 tips you must know by Alibaba.com.

2021 79

2021 Article Customer Service Customer Retention 79

ShepHyken

JANUARY 17, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Customer Service Skills Every Business Needs by Renee Johnson. The Tech Report) Much of the customer mindset will remain a mystery. John shares six important ways to create a company focused on customer service.

Article 67

Article 2022 Customer Service Customer Journey Mapping 67

ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter.

Article 64

Article 2022 Customer Service Net Promoter Score 64

ShepHyken

NOVEMBER 9, 2022

. Did Bezos really believe that Amazon should be so good they didn’t need a customer service department? Did he really have an empty chair in his meetings to represent the customer? Those are questions I asked Bill Price, Amazon’s first global vice president of customer service and the founder and president of Driva Solutions.

Competitive Advantage 69

Competitive Advantage Books Customer Focused Customer Service Training 69

CSM Magazine

FEBRUARY 13, 2020

Is your customer service in need of an overhaul? Luckily, there’s no need to spend a fortune revamping your entire customer service operation. Here are ten quick and easy ways to take your customer service to the next level. Disney is a good example of customer focused employee on-boarding.

Customer Service 80

Customer Service Social Media Culture Books 80

ShepHyken

AUGUST 12, 2020

I’m in the process of writing a new book. That’s a great customer service strategy—just be nice! I’ll share examples and ideas around being nice as the book is written, but I was recently at a friend’s home and heard a great story that will probably go in the book and is definitely worth sharing today.

Books 133

Books Customer Service Strategies Customer Service Training Definition 133

ShepHyken

SEPTEMBER 29, 2021

I even wrote a book, Amaze Every Customer Every Time , in which I used Ace as the role model example throughout the entire book. Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. What if they looked beyond the competition?

Hospitality 155

Hospitality Books Customer Service Training Leadership 155

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out.

Culture 107

Culture Customer Centricity Sports Definition 107

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C. Feldberg & Tami Kim.

Article 75

Article 2018 Customer Service Airlines 75

ShepHyken

AUGUST 18, 2021

and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. We asked customers to rate various customer service experiences on a scale of one to five, in which a score of one signified not important at all with five being very important.

Airlines 172

Airlines Customer Experience 2021 Customer Service Training 172

ShepHyken

AUGUST 17, 2022

Then I read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. The post What Mixed Signals Do You Send Your Customers?

Airlines 130

Airlines Books Advertising Customer Service Training 130

Customers Rock!

MAY 5, 2011

I am so excited to share the news with all of you that I have a book coming out in July! And it is thanks to you, my faithful Customers Rock! The book is called The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers , being published by John Wiley & Sons.

Books 79

Books Social Media 2006 Blog 79

ShepHyken

APRIL 27, 2022

Many years ago, I had a client who almost didn’t hire me as a customer service keynote speaker. He had been reading my customer service articles for several years. It was an easy decision for him to say, “You’re booked!” . He watched my speaker demo video. We even had a conversation about his meeting.

Books 67

Books Customer Service Training Demo Customer Focused 67

ShepHyken

NOVEMBER 7, 2016

Each week I read a number of customer service articles from various online resources. What’s stopping your customers from being loyal? Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers. It’s actually a short “play book.” by Graham Jones.

2016 124

2016 Article Customer Service Loyalty 124

ShepHyken

NOVEMBER 2, 2022

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. With that, An important goal of a good customer experience is to make the customer feel special.

Customer Service Training 128

Customer Service Training Customer Retention Customers Sales 128

ShepHyken

JANUARY 29, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018.

2018 92

2018 Article Customer Service Social Media 92

ShepHyken

MARCH 23, 2022

In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again I cover the concept of being nice. I joke that I’ve written eight books on being nice. After all, isn’t that a big part of customer service? They are a big part of why customers say, “I’ll be back!” .

Books 125

Books Customer Service Training Reference Presentation 125

ShepHyken

AUGUST 31, 2022

When he eventually became a famous novelist, he printed the insignia “ad Astra per alas porci” on every book he wrote, which loosely translated means, “to the stars on the wings of a pig.” In addition, in some of his books, he added the image of a flying pig, which he called “Pigasus.” Pegasus is a mythical winged flying horse.

Hospitality 67

Hospitality Books Customer Service Training Presentation 67

ShepHyken

JUNE 2, 2021

Amazon has changed the way customers think. It has pushed customer service and experience to a higher level. It doesn’t matter what type of business or industry, Amazon has changed what customers want and expect from any type of business. Be a Part of Your Customers’ Lives: This is where Amazon excels.

Retail 133

Retail Books Advertising Customer Service Training 133

ShepHyken

NOVEMBER 17, 2021

Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t? Here’s a question, and I think I know the answer. Follow on Twitter: @Hyken.

Fashion 125

Fashion Interaction Airlines Customer Service Training 125

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. Follow on Twitter: @Hyken

Customer Experience 67

Customer Experience Customer Service Training Books Customers 67

ShepHyken

JULY 10, 2019

I first came across this idea in the book Moments of Truth by Jan Carlzon , which I consider one of the most important books written on customer service. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Awareness is the first step.

Hotels 128

Hotels Books Document Customer Service Training 128

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is consistently helping his clients create a magical customer experience like Disney.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ShepHyken

FEBRUARY 13, 2019

One of my favorite gifts I ever gave was a book by a friend’s favorite author. But not just any book. I found a first edition autographed copy of the book. A customer appreciation event: These can be fun yet also expensive. Send a thoughtful gift: By a thoughtful gift, I mean one that is very personalized.

Fashion 124

Fashion Books Events Customer Service Training 124

ShepHyken

AUGUST 15, 2018

Let’s assume you are customer focused and your organization is providing a level of customer service that earns consistent high scores. In addition to the great service, be easy and convenient to do business with. This is the next level of customer service. Where can you go from here?

Net Promoter Score 90

Net Promoter Score NPS Banking Travel 90

ShepHyken

NOVEMBER 7, 2018

I wrote the book, The Convenience Revolution , and identified six “Principles of Convenience,” one of them being delivery. I included Domino’s as a case study in the book, but guess what? What can you do to be more convenient for your customers? I didn’t include them in the chapter on delivery. Follow on Twitter: @Hyken.

2008 89

2008 Books Customer Service Training Technology 89

ShepHyken

OCTOBER 6, 2017

When you’re working in customer service, difficult customers are a part of your job. I’m not just talking about the occasional angry customer. Some customers will show racism, sexism, others might even try to hit on you. . – Shep Hyken. Mindfulness. You can find plenty of different techniques online.

Blog 127

Blog Hospitality Presentation Article 127

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. Adam Toporek.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

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. Adam Toporek.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Michel Falcon Experience

OCTOBER 21, 2019

Sometime today or tomorrow you’re going to receive bad customer service from a company that you do business with. Immediately you will feel the effects of bad customer service. These companies are focused on customer acquisition through PPC, Facebook ads, expensive sales seminars, influencer marketing and more.

Customer Service 111

Customer Service Customer Journey Mapping Customer Centricity Advertising 111

ShepHyken

SEPTEMBER 19, 2018

We do an exercise in our customer service workshops. 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. I don’t know why it’s still on the menu.”.

Hotels 23

Hotels Workshop Customer Service Training Books 23

ShepHyken

AUGUST 31, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Prevent Customer Churn with Retention Marketing by Lauren Pope. Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around? Had A Customer Service Fail?

Article 105

Article 2020 Customer Service Social Media 105