ShepHyken

FEBRUARY 20, 2024

Yes, this is subjective, and it’s the customer’s opinion that matters, but keeping in mind that you’re creating value in the time your customer spends with you will help you focus on delivering your best customer experience. Does the Customer Come Back? This one will be familiar to you if you’ve been following my work.

Metrics 154

Metrics Customer Service Workshop Measurement 154

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

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

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. Customers learned new ways of doing business.

Article 73

Article 2021 Customer Service Metrics 73

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. Bring Customer Loyalty Under the Customer Experience Umbrella by Phil Britt.

2019 54

2019 Article Customer Service Loyalty Programs 54

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. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

SmartKarrot

SEPTEMBER 8, 2021

As is said, a book is a man’s best friend. This adage has held true against time and indeed there is nothing like reading a book. With the new times, customer experience as a subject, theme and industry has evolved and various master pieces are brimming up to the libraries. This book is a jewel in the customer experience niche.

Books 11

Books Customer Experience Social Media Customers 11

ShepHyken

AUGUST 9, 2016

How to Improve Customer Loyalty. Shep Hyken speaks with Bob Thompson, speaker, author and CEO/founder of the research and publishing firm CustomerThink, about his latest book, “Hooked on Customers: The Five Habits of Legendary Customer-Centric Companies.” Bob Thompson Talks About.

Customer Centricity 72

Customer Centricity Customer Service Strategies Loyalty Books 72

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. If I had to book a flight on an airline, why would I choose one over another? Consider this: . Here’s an example.

Airlines 173

Airlines Customer Experience 2021 Customer Service Training 173

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.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” Today’s guest, Rob Markey , reminds us of this important concept which he attributes to Fred Reichheld — both of whom co-authored the book, The Ultimate Question 2.0, How Net Promoter Companies Thrive in a Customer-Driven World.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Kustomer

JUNE 15, 2020

Enabling automated, low-level service via chatbots allows your business to take these smaller inquiries off the hands of your agents, so they don’t have to work around the clock. They are able to focus on the most important cases, playing an invaluable role that drives business and loyalty. Questions for AI Chatbots.

Customer Service 52

Customer Service 2024 Travel 2019 52

ShepHyken

NOVEMBER 7, 2016

My Comment: This is a very interesting way of looking at customer loyalty. It appears the biggest issue preventing loyalty is consistency – actually a lack of consistency. A lack of consistency will create a lack of confidence, which leads to a lack of trust, which erodes the possibility for loyalty.

2016 125

2016 Article Customer Service Loyalty 125

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. Gifts don’t have to be extravagant to impress.

Hotels 117

Hotels Travel Workshop Reference 117

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 110

Culture Customer Centricity Sports Definition 110

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: Some may refer to this as a marketing article, but I’ll argue that marketing is part of the customer experience – and vice versa. And, there’s the strategy of customer loyalty programs.

2021 68

2021 Article Customer Service 2022 68

ShepHyken

MARCH 16, 2021

Baum, MD, Professor of Clinical Urology at Tulane Medical School, has written over 300 peer-reviewed articles and 10 books on marketing, communications between doctors and patients, as well as publications on men and women’s healthcare issues. How do you create customer loyalty? How can you reduce friction for your customers?

Healthcare 84

Healthcare 2019 Reference Books 84

Think Customers

APRIL 26, 2021

Followed by, should I book my flu shot now?”. Delivering a smooth and effortless vaccine experience is also essential for driving customer loyalty, Ignasinski added. Healthcare organizations should plan their support around different types of intent, Canter said.

Healthcare 59

Healthcare Webinar Retail Consumers 59

ShepHyken

AUGUST 15, 2018

In addition to the great service, be easy and convenient to do business with. That’s the subject of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty. This is the next level of customer service.

Net Promoter Score 90

Net Promoter Score NPS Banking Travel 90

ShepHyken

JANUARY 31, 2020

Marketing and communications expert Kelly McDonald provided some guidelines in her book, Crafting the Customer Experience for People Not Like You, so that readers could gain a better general understanding of each generation. Matures- born before 1945. Baby Boomers- born between 1946 and 1964.

Customer Service 112

Customer Service Social Media 2004 2005 112

Andrew Mcfarland

SEPTEMBER 23, 2022

To improve your negotiation skills, it is essential to analyze past negotiations and formulate a strategy for the future. Reading books and articles about bargaining is also an excellent way to learn. Customer service is a big part of business success, but it doesn’t happen without an understanding of your customers.

Customer Satisfaction 48

Customer Satisfaction Document Management B2B 48

ShepHyken

JANUARY 31, 2020

Marketing and communications expert Kelly McDonald provided some guidelines in her book, Crafting the Customer Experience for People Not Like You, so that readers could gain a better general understanding of each generation. Matures- born before 1945. Baby Boomers- born between 1946 and 1964.

Customer Service 107

Customer Service Social Media 2004 2005 107

ShepHyken

NOVEMBER 17, 2017

She reads through some of the reviews and decides to book her stay. Customer engagement is the communication with customers through a variety of channels to create emotional connections that foster customer loyalty. She chooses the Refinery Hotel, with 680 google reviews.

Customer Engagement 81

Customer Engagement Blog Engagement Hotels 81

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

SurveySparrow

DECEMBER 15, 2019

Your customers, no matter what their account size is, will be more than happy if the product/service they purchased from you is in line with their expectations. If you look at it objectively, that is all the average customer cares about. Gartner predicts that 89% of companies are expected to compete only on customer service.

Customer Service 91

Customer Service Omnichannel Customer Service Strategies Feedback 91

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

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. They lost or broke even for years because they wanted to.

Customer Service 111

Customer Service Customer Journey Mapping Customer Centricity Advertising 111

Help Scout

AUGUST 11, 2021

There are a few notable things about Bill’s blog that can help you discern if this is a good follow for you: A list of recommended books for getting started or keeping going. Motivational quotes on customer service. ClientSuccess is a product that supports individuals working in the customer success field. Customer Bliss.

Blog 80

Blog White Paper Customer Service Webinar 80

Eptica

APRIL 30, 2019

This is backed up by consumers themselves – 59% consumers surveyed in one or our recent studies rated providing satisfactory, consistent answers as a top 3 factor in building trust and loyalty. Essentially, customers expect and want to be able to find information and serve themselves, particularly around routine queries.

2019 60

2019 Consumers Social Media Customer Journey 60

ShepHyken

AUGUST 31, 2020

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? My Comment: Some of our readers may know that I’m writing another book about getting customers to come back.

Article 108

Article 2020 Customer Service Social Media 108

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. Have a written service strategy. A: It’s all about empowerment.

Customer Service 92

Customer Service Hotels Hospitality Leadership 92