ShepHyken

NOVEMBER 25, 2020

The Right Culture : This is where it starts. Leadership defines the customer service and CX vision for everyone to follow. Good People: The people on the inside of the organization create the experience for the customers on the outside. I’m sure you’ll have a few more to add to this list. They don’t understand me.”.

Customer Service 143

Customer Service Leadership Customer Service Training 2020 143

ShepHyken

NOVEMBER 25, 2019

Great brands are teaching all customers what it is like to receive great customer service, and customers now expect – if not demand – that from all the companies they do business with. How To Build A Winning Customer Service Culture In Your Company by Krishna Charan.

Article 115

Article 2019 Customer Service Culture 115

ShepHyken

SEPTEMBER 29, 2022

We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. Communication is one reason that their vision is coming to life. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service Training 125

Customer Service Training Customer Service Feedback Communication 125

ShepHyken

OCTOBER 11, 2021

And, it’s not about being “over-the-top,” but simply doing what customers expect. The topics covered include quick response times, providing self-service options, different ways customers can communicate with you (phone, email, chat, text, etc.), What customers don’t want any or all of that? Same for CX.

2021 72

2021 Article Customer Service Hospitality 72

Integrity Solutions

OCTOBER 27, 2021

After all, you can’t consistently deliver at such a high level- at every customer touch point- if only certain people are responsible for making sure it happens. In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused.

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. Follow on Twitter: @Hyken.

2019 86

2019 Article Net Promoter Score Customer Service 86

ShepHyken

AUGUST 2, 2021

Three Surprising Facts About Customer Experience by Brad Cleveland. Forbes) Customer experience encompasses far more than your products, customer service, technologies, processes, and culture. But it’s also the latest, even seemingly insignificant interaction you had with a customer.

Article 91

Article 2021 Customer Service Hospitality 91

ShepHyken

JUNE 28, 2021

(Governing) In the public sector, customer service can easily devolve to “our way or the highway.” The head of the Arlington, Texas, planning department is transforming its service culture into a place where your “dream comes true.”. Communicating CX: 12 Tips for Talking About Customer Experience by Jeannie Walters, CCXP.

2021 142

2021 Article Customer Service Government 142

ShepHyken

JANUARY 18, 2017

If you’re hiring someone that is going to do a lot of written correspondence with customers you need someone with good communication skills – a command of the English language, as in punctuation, spelling and grammar. A “good communicator” and “good people skills” are obviously skills. Skills are obvious. That’s a skill.

Customer Service 92

Customer Service Workshop Customer Focused Customer Service Training 92

ShepHyken

NOVEMBER 8, 2021

Impressed by the genius of Van Gogh, pretend you could hire him as your customer experience consultant. My Comment: It’s time for a little culture mixed in with some customer experience education, and these lessons come from the master painter, Vincent Van Gogh. What would Van Gogh recommend? Follow on Twitter: @Hyken.

Article 89

Article 2021 Customer Service Retail 89

ShepHyken

AUGUST 10, 2020

(Beyond The Arc) These fundamentals also apply to managing major change – which is often what’s needed to make a measurable impact in your customer experience. My Comment: This article falls into building a CX culture. Actually, Culture is one of the three “C’s” mentioned in the article. Follow on Twitter: @Hyken.

Article 93

Article 2020 Customer Service Customer Retention 93

ShepHyken

MAY 1, 2019

He talked about an agreement he makes with all his new customers and employees, an upfront agreement tied to future communication. He makes it clear that when customers contact him when they’re unhappy, their problem will be taken care of with no hard feelings or defensive behavior – from either party.

Communication 17

Communication Culture Customer Service Training Customer Service 17

ShepHyken

SEPTEMBER 3, 2018

Three Revenue-Generating Rules for Creating a Client-Centric Culture of Service by Carrie Hansen. Wealth Management) Operations and service departments are frequently categorized as cost centers, but studies show that when delivered correctly, they can be drivers of revenue. My take… Give it time.

Article 79

Article 2018 Customer Service Hospitality 79

ShepHyken

SEPTEMBER 11, 2017

A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of? A perfect way to open a discussion about some very important customer service topics. Then look no further than the TV in front of you!

2017 81

2017 Article Customer Service Customer Service Training 81

ShepHyken

JUNE 6, 2022

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. My Comment: John DiJulius is one of the smartest customer service/CX experts on the planet. I love his articles.

Article 67

Article 2022 Customer Service Loyalty Programs 67

ShepHyken

MARCH 21, 2022

My Comment: Another great list, and this time the Five C’s of customer service which includes Care, Competency, Culture, Consistency, and Communication. Customer Experience in the Age of AI by David C. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2022 67

2022 Article Customer Service Magazine 67

Integrity Solutions

OCTOBER 5, 2022

In one recent study , among many with similar findings, 78% of respondents said good customer service is fundamental to earning their loyalty and business. And retaining those customers is serious business: Just a 5% increase in customer retention can produce more than a 25% increase in profits.

Culture 86

Culture Customer Service Customer Service Training Contact Center 86

ShepHyken

SEPTEMBER 13, 2017

implies you want to do more for your customer. He knows words are important to the experience and wants his staff to properly ask the right questions, communicating with guests in ways that will most enhance their experience. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Customer Service Training 94

Customer Service Training Reference Communication Customer Service 94

ShepHyken

JULY 25, 2016

(Heerd) If you’re finding your interactions with customers over email tend to end negatively or that you’re always on the back foot, perhaps this list of the essential practices of email customer service can help! My Comment: Email is still a viable way to communicate with customers. Follow on Twitter: @Hyken .

2016 78

2016 Article Customer Service Books 78

ShepHyken

MAY 15, 2017

D CEO) Half a century after its incorporation papers were filed, the Dallas-based carrier is working harder than ever to reinforce its unique corporate culture. Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro. A Look at Southwest Airlines 50 Years Later by Joseph Guinto. (D

2017 69

2017 Article Customer Service Airlines 69

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Improving touch points and customer interactions.

Customer Experience 116

Customer Experience Download Workshop Metrics 116

ShepHyken

MAY 7, 2018

(Digiday) Overstock.com knows the days are long gone when people would call or email about problems with its products or service. That’s why the online retailer now converses with its customers most frequently through text messages. The post 5 Top Customer Service Articles For the Week of May 7, 2018 appeared first on Shep Hyken.

Article 79

Article 2018 Customer Service Magazine 79

ShepHyken

MAY 22, 2023

To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers. These perceptions are symptoms of culture problems — and in a competitive market, leaders can’t afford to deliver mediocrity to clients.

2023 13

2023 Article Customer Service Loyalty Programs 13

ShepHyken

MAY 22, 2017

It’s really all about communication skills. Losing the human touch from customer service can be bad for business by Business Matters. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Tip number two suggests closing your eyes to visualize the caller.

2017 82

2017 Article Customer Service Airlines 82

ShepHyken

JULY 11, 2022

3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. Magazine) As the global marketplace shrinks and communication channels continue to evolve, competition is heating up. They also need to win them over — a process that starts and ends with a good customer experience (CX).

Article 24

Article 2022 Customer Service Magazine 24

Service Untitled

SEPTEMBER 21, 2010

Service Untitled The blog about customer service and the customer service experience. photo credit: liber Possibly Related Posts: NJ toll road collectors lack customer service training Under the US Freedom of Information Act, the popular internet.

Blog 47

Blog Customer Service Representative 2010 Customer Service Training 47

ShepHyken

JULY 25, 2022

However, when done right, it can be an effective communication tool to gain new clients and customers. This also means that, with a little strategic planning and creative thinking, businesses can leverage their email marketing to increase brand loyalty and keep customers. They also need to think about employees.

Article 13

Article 2022 Customer Service Magazine 13

Comm100

JUNE 19, 2018

At Disney, one of the most important parts of having a strong customer focus is having a common purpose and a clear brand promise. Culture & Training. Culture is all-important at Disney, since it’s cast members who are responsible for delivering extraordinary experiences. We hope you enjoyed this blog post.

2018 40

2018 Contact Center Entertainment Culture 40

Service Untitled

OCTOBER 12, 2010

Service Untitled The blog about customer service and the customer service experience. Meet the needs and calm the angry customer. photo credit: jlcwalker Possibly Related Posts: Help customer focus with the right attitude There are a number of factors that significantly affect how.

Blog 41

Blog 2010 Customer Service Representative 2006 41

Service Untitled

JUNE 2, 2011

Whether it is customer service training or mechanic training, most customers feel a level of comfort in knowing the people who are taking care of their needs have had the appropriate training to do so. What are other things you leverage in your marketing plan? She writes for, and is the founder of [link].

Advertising 43

Advertising Customer Satisfaction Financial Customer Service Training 43

ShepHyken

APRIL 3, 2023

My Comment: Let’s stay with the theme of AI-enabled customer service and read this great article from McKinsey on what they believe the very near future of customer service and CX will look like. He’s written a short article about Glossier, a well-known and respected beauty brand with a “die-hard customer-first culture.”

Article 9

Article 2023 Customer Service E Commerce 9

SmartKarrot

FEBRUARY 15, 2022

Through her ‘The Modern Customer’ Podcast, Morgan aims to provide detailed insights about customer-focused digital transformation. Bob Thompson has a wealth of expertise in customer-facing areas such as customer service and sales. Bishop develops global social strategies across all communications functions.

2022 10

2022 Customer Service Social Media Customer Centricity 10

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Jeff helps clients develop customer-focused cultures.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Jeff helps clients develop customer-focused cultures.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ShepHyken

JANUARY 24, 2022

In short, this is Staples sharing their take on how to communicate to customers about supply chain issues, which are plaguing many companies and causing customers to become very upset. This may be exactly what you need to save that angry customer. Follow on Twitter: @Hyken.

2022 67

2022 Article Customer Service Magazine 67

Experience Investigators by 360Connext

FEBRUARY 18, 2020

Free CX Courses: Free Customer Service Training by LiveChat. Sort-of-Free CX Courses: Customer Service Foundations by Jeff Toister. Writing Customer Service Emails by Leslie O’Flahavan. My Favorite Free Customer Experience Courses: Free Customer Service Training by LiveChat.

Customer Experience 35

Customer Experience Customer Journey Mapping Customer Journey Customers 35