ShepHyken

DECEMBER 21, 2020

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. According to Channels, after just one negative experience, 51% of customers will never do business with that company again. by GISuser. Thank you, Dan!)

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2020 Article Customer Service Airlines 157

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. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

2009 95

2009 Entertainment Sports Workshop 95

ShepHyken

AUGUST 16, 2021

Pay special attention to number two, which is to post or re-post “User Generated Content” ( also known as USC) created by your customers on the different social media channels your company is on. 3 Projects to Refresh your Customer Service Strategy and Relieve Stress by Laura Krajewski. This isn’t just information.

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2021 Article Customer Service Social Media 93

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.

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Books Customer Service Strategies Customer Service Training Definition 135

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

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

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. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

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Travel Customer Service Airlines Poor Customer Service 95

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. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. What if they looked beyond the competition? Follow on Twitter: @Hyken.

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Hospitality Books Customer Service Training Leadership 158

ShepHyken

AUGUST 1, 2023

If you want to learn more about how to properly gift your customers, read this article about my friend John Ruhlin and his book Giftology. 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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Hotels Travel Workshop Reference 117

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?

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Airlines Books Advertising Customer Service Training 132

ShepHyken

JANUARY 3, 2024

It can be how fast you return a phone call or an email – or any opportunity to accelerate part of the experience as long as it doesn’t take away from an amazing customer experience. Convenience Rules I’ve written an entire book about this topic, The Convenience Revolution. Prior to the pandemic, convenience was an option.

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2024 Customer Service Workshop Customer Service Training 96

ShepHyken

AUGUST 18, 2021

Seventy-five percent surveyed are more likely to be loyal to a company or brand that delivers a personalized customer experience. . If I had to book a flight on an airline, why would I choose one over another? Knowing your customers better than your competition knows them may be the differentiator that earns you their business. .

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Airlines Customer Experience 2021 Customer Service Training 173

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.

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Customer Service Training Customer Retention Customers Sales 130

ShepHyken

JULY 21, 2021

In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken.

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Customer Service Customer Service Training Customers Books 174

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.

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Culture Customer Centricity Sports Definition 110

ShepHyken

NOVEMBER 9, 2022

Those are questions I asked Bill Price, Amazon’s first global vice president of customer service and the founder and president of Driva Solutions. When Price was interviewing for the job at Amazon, Bezos asked, “What’s your definition of customer service?” That’s truly customer-focused! .

Competitive Advantage 71

Competitive Advantage Books Customer Focused Customer Service Training 71

ShepHyken

JUNE 6, 2023

Of course, business is business, and I hope these free offerings lead to someone saying, “I want to book Shep as our customer experience keynote speaker for our next meeting.” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

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Workshop Advertising Customer Service Training Consumers 88

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!” .

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Books Customer Service Training Reference Presentation 127

ShepHyken

NOVEMBER 15, 2021

Ace Hardware Goes Thanksgrilling in Customer Service Strategy by Judy Mottl. Retail Customer Experience) Ace Hardware is going all out in stores this Thanksgiving to help customers not only find the right grill equipment but also chef tips on making the feast a success. They want proof in the form of ROI.

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Article 2021 Customer Service Metrics 73

CSM Magazine

OCTOBER 19, 2023

The ability to change plans, sometimes at the last minute, has become a crucial factor in booking decisions. Ease of booking, from user-friendly interfaces to quick response times, are an essential requirement of modern traveller needs. Security, particularly in terms of cancellations and refunds, has also moved up the priority list.

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Travel Transportation Customer Experience Exceptional Customer Service 52

ShepHyken

APRIL 27, 2022

He had been reading my customer service articles for several years. It was an easy decision for him to say, “You’re booked!” . Several conferences and bookings later, we laughed about how he almost canceled me before the first booking.? . He watched my speaker demo video. Follow on Twitter: @Hyken.

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Books Customer Service Training Demo Customer Focused 68

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.

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Fashion Interaction Airlines Customer Service Training 127

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 68

Hospitality Books Customer Service Training Presentation 68

ShepHyken

MAY 21, 2018

(QSR) In the fight to win back its brick-and-mortar customers, Starbucks is leveraging technological and experiential methods. My Comment: Starbucks is a leader in customer service and experience. Books have been written about the Starbucks experience. Because bad customer service is bad for your reputation.

Article 83

Article 2018 Customer Service Customer Service Strategies 83

ShepHyken

OCTOBER 28, 2019

How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. Freshdesk) Building an airtight customer service strategy is the best way to weather the demands of today’s savvy customers. I have added my comment about each article and would like to hear what you think too.

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2019 Article Customer Service Loyalty Programs 54

ShepHyken

JUNE 2, 2021

Be Easy to Do Business With: In my customer service keynote speeches , I often ask the audience, “What is the easiest company on the planet to do business with?” I’ve written an entire book on this topic, The Convenience Revolution , which teaches six principles on how to be convenient. Almost everyone answers, “Amazon!”

Retail 135

Retail Books Advertising Customer Service Training 135

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.

Customer Experience 68

Customer Experience Customer Service Training Books Customers 68

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. Follow on Twitter: @Hyken.

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Hotels Books Document Customer Service Training 129

ShepHyken

JUNE 6, 2022

My Comment: Regardless of the industry you and your company might be in, a good customer service strategy is to have a “hospitality mentality.” For example, a customer may not use a website to book a hotel room with you, but they might use it to buy your product. Adapt them to work for your industry.

Article 68

Article 2022 Customer Service Loyalty Programs 68

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. The post Five Ways to Say Thank You to Your Customers appeared first on Shep Hyken.

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Fashion Books Events Customer Service Training 126

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.

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2020 Customer Service Fashion Customer Service Training 118

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. My Comment: It should be every organization’s goal to create a customer experience that people want to share. Sharable means customers talk about you and recommend you, and who doesn’t want that?

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2021 Article Customer Service 2022 68

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? Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

2008 91

2008 Books Customer Service Training Technology 91

ShepHyken

MAY 17, 2021

(destinationCRM) When you add together a year that turned marketing on its head, a rise in consumer expectations for how brands engage with them, and growing angst and regulation around data privacy, there’s no denying that brands must prioritize customer retention efforts in 2021. Customer Retention is more important than ever.

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2021 Article Customer Service Customer Retention 81

ShepHyken

JUNE 4, 2018

My Comment: We wrap up this week’s Top Five with a book review of one of my favorite customer service books to come out this year. Jay Robb reviews “Make Mom Proud” by Jeanne Bliss and shares eight great tips from the book. Follow on Twitter: @Hyken.

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Article 2018 Customer Service Airlines 76

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?

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Net Promoter Score NPS Banking Travel 90

ShepHyken

JANUARY 17, 2022

62 of the Best Quotes About Customer Experience by Steven Van Belleghem. Steven Van Belleghem) Always looking for original and creative insights about customer experience for my content channels, books, and keynotes, I often come across motivating quotes from peers about how to better treat customers.

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Article 2022 Customer Service Customer Journey Mapping 68