ShepHyken

JANUARY 23, 2024

This happens at my car dealership, bank, and other supposed customer-focused organizations. Their processes bog the customer down with repetitive tasks and often unnecessary procedures. Create a centralized customer profile system where a customer’s basic information, such as name, address, phone number, etc.,

Workshop 85

Workshop Insurance Banking Customer Service Training 85

ShepHyken

MARCH 14, 2023

A loyal customer not only comes back but also spends more than a typical customer and evangelizes your brand by sharing word-of-mouth referrals. This is because there is an emotional connection. Maybe it’s the way the customer is treated. Maybe there is an employee the customer loves to work with.

Loyalty 101

Loyalty Customer Service Training Customers Connections 101

ShepHyken

SEPTEMBER 14, 2022

Their vision and plan must provide clarity, keep employees focused and defend the culture if anyone or any group of people go out of alignment with the vision. Unfortunately, some leaders don’t realize this and can’t connect the dots. . In short, the customer experience starts and ends with the organization’s culture. .

Culture 105

Culture Customer Service Poor Customer Service Leadership 105

ShepHyken

MAY 26, 2021

I told him, “I’m customer service speaker and we provide customer service training.” The lesson: Know who your customer is. If you can, plan in advance, do a little homework and spend a couple of minutes (or more) finding out what your customer does. He responded with, “You’re a design firm.”

Sales 142

Sales Customer Service Training Presentation Customer Service 142

ShepHyken

JANUARY 5, 2022

Just acknowledging that the customers might be in trouble and reaching out to them was a great way to show appreciation. Personalization is a hot topic and a powerful way to connect to the customer. But this level of personalization, while extremely powerful, was a result of the customer’s zip code more than anything else.

Customer Experience 174

Customer Experience Touchpoint Communication Customer Service Training 174

ShepHyken

NOVEMBER 2, 2022

Here are five ways to make your customers feel special: . Building a relationship that fosters confidence, trust and connection is a less obvious sales technique. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Stop selling and start nurturing relationships.

Customer Service Training 128

Customer Service Training Customer Retention Customers Sales 128

ShepHyken

AUGUST 16, 2021

My Comment: Scaling customer service or CX is about using technology to create a better experience. Unfortunately, some companies or brands lose sight and focus too much on the tech and end up losing their human-to-human connection. 3 Projects to Refresh your Customer Service Strategy and Relieve Stress by Laura Krajewski.

2021 89

2021 Article Customer Service Social Media 89

ShepHyken

JANUARY 4, 2023

This is especially important to the younger generations, so if that’s your market, find ways to “give back” to support the issues that are important to your customers. . Customers Want to Do Business With Companies and Brands They Trust – This concept has become more important in the past few years. Follow on Twitter: @Hyken.

2023 135

2023 Customer Service Customer Experience B2C 135

ShepHyken

JANUARY 11, 2021

(Business2Community) Here we will discuss 6 such points that your business or brand can adopt to gain the trust of your customers and increase your client base online. The risk of companies moving in this direction is the loss of the human-to-human connection, which often leads to customers defecting and going to a competitor.

2021 92

2021 Article Social Media Customer Service 92

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.

Article 72

Article 2021 Customer Service Metrics 72

ShepHyken

OCTOBER 6, 2021

This statement makes a connection with the customer. The customer may even feel as if “they have a friend on the inside.” . Be sure customers know how much you appreciate their business, and how you look forward to serving them again. . At a minimum, discuss the timing of the resolution. . Follow on Twitter: @Hyken.

Customer Service Training 164

Customer Service Training Reference Customers Customer Service 164

ShepHyken

MARCH 6, 2019

On a recent trip that had a connecting flight, I was notified the night before that my first flight was going to be delayed, which made me worry about missing my connection. I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do. Then I started to think.

Airlines 111

Airlines Customer Service Training Travel Connections 111

ShepHyken

DECEMBER 22, 2021

We welcome him back this week with a simple feedback technique connected to his Three N strategy that will help you motivate and keep your best employees. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Here’s a very short refresher in case you missed it.

Customer Service Training 130

Customer Service Training Leadership Feedback Customer Service 130

ShepHyken

JANUARY 12, 2022

Maybe the battery wasn’t charged, so I connected the charger and let it sit for a few hours. So, I shot a quick video of me connecting the charger and showing them that the on/off light wasn’t coming on. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Omnichannel 79

Omnichannel Multi-Channel Definition Social Media 79

ShepHyken

APRIL 18, 2023

Even if you’re selling a big machine to a factory, there are still expectations that are shaped by retail experiences with customer-focused companies like Amazon. Learn more about Shep’s customer service and experience keynotes and his customer service training workshops at www.Hyken.com.

Reference 64

Reference B2C Workshop Customer Service Training 64

ShepHyken

AUGUST 31, 2020

Yes, there are many other ways (channels) that customers can reach out to a company, but the original customer service technology that has been used for decades still has life and a lot of it. 7 Ways to Ensure Your Social Presence Improves Your Customer Experience by Scott Clark. This article covers that and much more.

Article 105

Article 2020 Customer Service Social Media 105

ShepHyken

SEPTEMBER 21, 2022

You want employees to have a connection with leadership. . If you’ve been following my work, you’ll recognize this concept: What’s happening inside the organization is felt on the outside by the customers. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Leadership 72

Leadership Feedback Customer Service Training Culture 72

ShepHyken

APRIL 27, 2020

” 15 Customer Service Strategies To Help You Deliver A 5-Star Experience by Forbes Coaches Council. Forbes) If your company is struggling, transforming your customer support into a 5-star experience can inject new life into your business. My Comment: Creating a good customer experience is more than a strategy.

Article 81

Article 2020 Customer Service Government 81

ShepHyken

MAY 17, 2021

How to Nurture Your Online Customers And Turn Them Into ‘Brand Evangelists” by Peggy de Lange. (B&T) B&T) Building a connection with existing customers is just as integral to any marketing strategy as winning new ones, but how do we turn customers into spokespeople for our brands?

2021 79

2021 Article Customer Service Customer Retention 79

ShepHyken

DECEMBER 17, 2018

My Comment: Here are three reminders (for some of you this may be new) about how to create loyal customers. Predicting what your customers will do next comes from data. Creating valuable content will help customers be interested in what you do and sell. And, connecting on an emotional level helps drive return visits/purchases.

2018 77

2018 Article Customer Service 2019 77

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? My Comment: Want to get better at customer service? by Steve Bernstein.

2018 72

2018 Article Customer Service Loyalty 72

ShepHyken

MAY 16, 2022

Be a ‘Method Customer’ to Improve Customer Experience by Justin Racine. CMSWire) Brands spend exorbitant amounts of dollars, resources and time to connect with their customer base to understand them better. Go to The Customer Focus to learn more about our customer service training programs.

Article 64

Article 2022 Customer Service Net Promoter Score 64

ShepHyken

JUNE 26, 2019

A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem. Today there are many ways to connect with a company. But there’s one mode of communication and customer support that hasn’t been talked about much.

Customer Relationship Management 134

Customer Relationship Management Customer Service Training Customers Definition 134

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 26, 2019

5 Strategies On How To Stay Ahead Of Customer-Driven Disruption by NJ Goldston. Forbes) Sarkar details five strategies that any company can adapt in their own push to connect with, and capitalize on, customer needs. Now you only have 35 more to read! Follow on Twitter: @Hyken.

2019 106

2019 Article Customer Service 2020 106

ShepHyken

NOVEMBER 7, 2018

They also revolutionized their process and started building technology into the customer experience. The Domino’s ANYWARE concept allows their customers to not only order the pizza with the toppings they desire but to connect with their neighborhood Domino’s by more than ten ways, with more to come. Follow on Twitter: @Hyken.

2008 89

2008 Books Customer Service Training Technology 89

ShepHyken

MAY 3, 2017

We connected with a good number of the people who responded positively to our calls, but that’s not what this is about. I’ll categorize a live response as either an operator who would connect me to the executive, or a direct number to the executive that is picked up by an assistant or voice mail. Now, that’s a nice gift!).

Interaction 93

Interaction Customer Service Training Connections Information 93

ShepHyken

JUNE 1, 2020

Here you’ll find some “workarounds” for those times you are short-staffed and want to maintain your support center’s reputation for excellent service. Improving Customer Experience By Creating An Omnichannel Experience by Cameron Weeks. Follow on Twitter: @Hyken.

Article 67

Article 2020 Customer Service Call Center 67

ShepHyken

FEBRUARY 14, 2018

Be sure to say something that truly connects with the customer. So, maybe the customer isn’t spending twice as much. Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. The post Are You So Good Your Customers Would Pay You Double?

Exceptional Customer Service 92

Exceptional Customer Service Customer Service Training Customer Service Customers 92

ShepHyken

JANUARY 23, 2017

My Comment: Many businesses are figuring out alternative ways to deliver customers service, such as self-service options, chatbots, etc. The phone used to be the main way customers connected with companies, but not anymore. Sharpen) Here’s part II in our series about the future of customer experience.

2017 59

2017 Article Social Media Customer Service 59

ShepHyken

APRIL 30, 2018

(No Jitter) Recent Five9 survey data shows digital consumers, regardless of age, still want to talk to customer service agents. It’s still the number one way customers connect with the companies they do business with. They can be quicker and more convenient for a customer to interact with a company.

Article 81

Article 2018 Net Promoter Score Customer Service 81

ShepHyken

AUGUST 20, 2018

.” Are your customers’ experiences profoundly remarkable? Retail Customer Experience) Emotional connection in the customer experience game is a mere table stake, not an extra or a value-add. The absence of an emotional connection is the definition of a poor customer experience. by Chip Bell.

Article 69

Article 2018 Customer Service B2B 69

ShepHyken

DECEMBER 12, 2016

They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics? For information contact or www.hyken.com. Follow on Twitter: @Hyken.

2016 102

2016 Article Social Media Customer Service 102

ShepHyken

APRIL 5, 2017

Customer service is a differentiator. The people side of the business builds a connection with the customer. And, what is happening in today’s environment is that the customer also wants a better experience. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Customer Service Training 88

Customer Service Training Customers Customer Service Presentation 88

ShepHyken

JANUARY 9, 2017

High-Performing Customer Service Teams Use Predictive Analytics by Vala Afshar. Huffington Post) The reality of today’s business landscape is that customers are more connected than ever. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2017 80

2017 Article Customer Service Loyalty 80

Michel Falcon Experience

OCTOBER 21, 2019

To truly be customer-focused, every single person in your company must be devoted to delivering an amazing experience. A fresh perspective can be very valuable to create great customer service strategies. Trust me, the effects of bad customer service are not worth it! Connect with me on Linkedin.

Customer Service 111

Customer Service Customer Journey Mapping Customer Centricity Advertising 111

ShepHyken

MARCH 7, 2022

(CMSWire) With two thirds of customers feeling that they’re generally treated like numbers, how do you tailor an experience to an individual? They need to disrupt the status quo and connect with their customers in a differentiated way. My Comment: I believe that content marketing is a good customer service strategy.

Article 12

Article 2022 Customer Service E Commerce 12