Comm100

AUGUST 29, 2021

Customers expect flexibility across channels and a consistent experience no matter how they reach out. In turn, businesses have adopted omnichannel customer service strategies for engagement. Join us as we look at some of the things to keep in mind as you train your agents for omnichannel customer service.

Omnichannel 52

Omnichannel Customer Service Strategies Customer Service Social Media 52

ShepHyken

FEBRUARY 21, 2023

Ten years ago, I wrote an article about why delivering an amazing customer experience is important. So, here are today’s 10 reasons why you should deliver an amazing customer service experience: Creating customer service builds trust, credibility and confidence. Follow on Twitter: @Hyken

Customer Experience 67

Customer Experience Customer Service Training Reference Loyalty 67

ShepHyken

APRIL 9, 2024

The experience was average – not bad, but not great either. So many companies and brands are trying to win customers over by delivering a better service experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

2024 141

2024 Workshop Customer Service Training Customers 141

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. Last week’s content was meant to get you thinking. Now, I want you to take action on the content.

Workshop 151

Workshop Advertising Customer Service Training Books 151

ShepHyken

SEPTEMBER 26, 2018

So, what happens when you and your competition seem to be similar in quality, price and service? Add one more layer of customer experience, a convenient experience, and you can take the business away from your competitor. I was talking to the manager of the service and repair center at a major brand automotive dealership.

Automotive 630

Automotive Competitive Advantage Customer Service Training Customer Service 630

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. My annual customer service and CX research includes some very compelling findings that will make you want to simplify your customers’ experience.

2009 93

2009 Entertainment Sports Workshop 93

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. In an age where products and services are often similar, it’s the memorable and positive interactions that truly distinguish one brand from another. Here are my top five picks from last week.

Article 65

Article Customer Service 2023 2024 65

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. Do more in 24! Get customers to feel connected to you because they know you care.

Customer Service 158

Customer Service Workshop Customer Service Training Connections 158

ShepHyken

MARCH 21, 2023

In a recent interview with Katie Mares, author of CustomHer Experience: The Importance of Tailoring Your Brand Experience to the Female Customer , we talked about creating a five-star experience. Get more information on The Customer Focus ™ customer service training programs.

Customer Experience 67

Customer Experience Customer Service Training Books Customers 67

ShepHyken

MARCH 5, 2024

He shared commentary and stories, so the audience felt they had a glimpse into the personality of one of the most famous and iconic musicians on the planet. This is the lead-in to today’s lesson, which is to understand the difference between experiencing a company or brand, and simply doing business with it.

Entertainment 83

Entertainment Workshop Customer Service Training Connections 83

SurveySparrow

OCTOBER 1, 2023

This level of care and attention can turn a regular customer into a loyal advocate for the brand. 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. What is High Touch Customer Experience?

Customer Service 52

Customer Service Customer Experience Customers Travel 52

ShepHyken

FEBRUARY 27, 2024

I won’t argue that some brands have customers who are more willing to take longer surveys; however, Brittany and I were talking in general terms. There are some rockstar brands that are so good that customers are compelled to share their experience in a survey, be it long or short.

2024 89

2024 Workshop Customer Satisfaction Customer Service Training 89

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. My Comment: I’m a big fan of using social media to enhance the customer experience.

2021 91

2021 Article Customer Service Social Media 91

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.

2020 156

2020 Article Customer Service Airlines 156

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. Lego Customers Lose Millions of Pieces a Year. My Comment: I love great examples of customer service, and this is exactly that. Lego is an internationally recognized brand – and a fun brand.

Article 73

Article 2021 Customer Service Metrics 73

ShepHyken

NOVEMBER 7, 2023

So, here is the Customer Hierarchy of Needs : Products that Work: We start at the base of the pyramid with a basic need: whatever the customer buys from you must do what it’s supposed to do. Even if you deliver an amazing customer experience, if the product fails, your customers will find someone else to do business with.

Workshop 97

Workshop Customer Service Training Customers Reference 97

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: We start this week’s Top Five roundup with an interview with customer culture expert Jeff Toister. The gold in the article is his simple three-step approach to building a customer-focused culture.

Article 62

Article Customer Service 2023 Customer Service Training 62

ShepHyken

MAY 16, 2023

The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. This can include follow-up from the salesperson, dealing with customer service for a problem, or any interaction you have with the company or brand after the sale is made.

Customer Service 121

Customer Service Advertising Workshop 2022 121

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. Why Chick-fil-a Is One of the Most Loved Brands by John Dijulius. My Comment: John DiJulius is one of the smartest customer service/CX experts on the planet. What Makes Good Customer Service?

Article 67

Article 2022 Customer Service Loyalty Programs 67

ShepHyken

AUGUST 24, 2022

Think of the brands or companies you enjoy doing business with the most. They have great customer service. . They provide a great overall customer experience. . They fuel the customer’s experience. How important is that experience? What is it that makes you want to come back?

2022 131

2022 Customer Service Training Customers Customer Service 131

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. Which is Your CX Priority: Satisfied Customers or Profit? LinkedIn) What should your ultimate goal be when designing your customers’ experiences? (G2 by Mary Drumond.

2019 118

2019 Article Customer Service Leadership 118

ShepHyken

JANUARY 11, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Measure Your Customer Experience Maturity by Sharon Florentine. My Comment: This is an introduction to the concept of customer experience (CX) maturity.

2021 94

2021 Article Social Media Customer Service 94

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

Customer Service Training 73

Customer Service Training Fashion Workshop Reference 73

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

2019 54

2019 Article Customer Service Loyalty Programs 54

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? This is opinion.) Do your customers trust you? If you think your customers trust you, that’s a 100% score.

Chief Customer Officer 123

Chief Customer Officer 2022 Customer Service Training Connections 123

ShepHyken

SEPTEMBER 14, 2022

The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). However, customer service trends seem to be heading in the wrong direction. A bad culture is the problem.

Culture 107

Culture Customer Service Poor Customer Service Leadership 107

Stella Connect

NOVEMBER 29, 2021

There are some brands that seem to just get it, that understand customer wants and needs and are able to meet and exceed those expectations in the moment, at any given moment in time. . And what sets these customer-centric leaders apart from the rest? 4 Strategies for Meeting and Exceeding Customer Needs. #1:

Poor Customer Service 84

Poor Customer Service 2021 2022 Consumers 84

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 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Improving Social Media Customer Service by Fara Haron. My Comment: Companies are using social media customer care/service to increase loyalty and gain market share.

2019 117

2019 Article Social Media Customer Service 117

ShepHyken

MARCH 16, 2022

Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX). So, with that, I bring you Shep’s Law of Customer Service , which is: . They don’t come back.? . Notice that I put the word almost in the definition.

Customer Service 121

Customer Service Customer Service Training Definition Customers 121

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 52

Customer Service Customer Experience Magazine Books 52

ShepHyken

SEPTEMBER 29, 2021

Other brands have gone down this path. Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. The Ritz-Carlton has a team of trainers that companies hire to learn the secrets of creating world-class hospitality and service. And they did.

Hospitality 157

Hospitality Books Customer Service Training Leadership 157

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? Still, I liked this article a lot.

Article 107

Article 2020 Customer Service Social Media 107

ShepHyken

SEPTEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. My Comment: This article includes four strategies to improve customer service.

Article 76

Article 2020 Customer Service Culture 76

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. Guess what?

2021 80

2021 Article Customer Service Customer Retention 80

ShepHyken

JULY 20, 2022

I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. . And if what makes you different is important to your customers, they will want to be a part of your world. . Follow on Twitter: @Hyken.

Competitive Advantage 139

Competitive Advantage Banking Fashion Contact Center 139

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. Consider listing the companies/brands that closely resemble your organization. Can Disney’s Customer Service Model Work in Government?

2021 143

2021 Article Customer Service Government 143