ShepHyken

FEBRUARY 28, 2023

You want your customers to know and understand how you operate. Be Easy to Connect With – Do you make it easy for your customers to connect with you? However, its phone number is posted on every page of the website, just in case the customer needs help or has questions. Don’t hide behind fine print.

Chief Customer Officer 123

Chief Customer Officer 2022 Customer Service Training Connections 123

ShepHyken

SEPTEMBER 2, 2020

In her mind, using the word “customer” puts distance between customers and the company. She feels it should be a people experience or a human being experience , and that if you really want to connect emotionally to the customer—which is one of the drivers of repeat business—then we must get closer to them.

Reference 156

Reference Hotels Connections Customer Service Training 156

ShepHyken

FEBRUARY 14, 2022

This article covers several important ways to deliver that return policy experience that fosters goodwill and gets customers to return again and again. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick. Go to The Customer Focus to learn more about our customer service training programs.

Article 124

Article 2022 Customer Service Customer Service Training 124

ShepHyken

OCTOBER 24, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Workshop 141

Workshop Customer Service Training Customer Service Article 141

ShepHyken

MARCH 15, 2021

So, how do you calculate your customer retention rate? Customer service training needs to be on your short-term bucket list by Shaun Belding. My Comment: This article makes the point that customer service training is important, but even more important than that are some of the author’s comments.

Article 130

Article 2021 Customer Service Customer Service Training 130

ShepHyken

JANUARY 11, 2023

Mitel provides a sophisticated, custom communications network that helps businesses connect, collaborate and take care of customers. The big takeaway is that the employee experience is a big contributor to the customer experience. Do we invest in technology and processes that make it easy for employees? .

Employee Experience 129

Employee Experience Customer Experience Call Center Customer Service Training 129

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 87

Workshop Insurance Banking Customer Service Training 87

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 103

Loyalty Customer Service Training Customers Connections 103

ShepHyken

NOVEMBER 4, 2020

So many ways to serve chicken—so many ways you can amaze your customer. And like chicken, customer service—no matter how you serve it to your customer—is still customer service. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service Training 143

Customer Service Training Social Media Customer Service Representative Books 143

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 107

Culture Customer Service Poor Customer Service Leadership 107

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 144

Sales Customer Service Training Presentation Customer Service 144

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 129

Customer Service Training Customer Retention Customers Sales 129

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

SEPTEMBER 8, 2021

I’ve encountered front-line employees in customer support and sales positions who should never have been put on the front line. Inability to Connect – Customers hate friction, and one of the friction points we found in our research is when customers have difficulty getting the contact information they need to call customer support.

Books 165

Books Social Media Customer Service Training Reference 165

ShepHyken

FEBRUARY 10, 2021

The point he was making was that the customer experience begins the moment the customer connects with you, not when they see you on stage or in person. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. His comment was, “The show starts when the phone rings.”

Magazine 127

Magazine Entertainment B2C Customer Service Training 127

ShepHyken

JULY 13, 2022

So, Alfia and his brother would ponder, “How do we get customers to engage us and tell us the truth?” . It wasn’t long before they created a solution, which was to provide a QR code customers could scan with their phones to connect to a platform where they could share any problems or complaints. Follow on Twitter: @Hyken.

Feedback 125

Feedback Customer Service Training Connections Customer Focused 125

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. What would it cost to lose 10% of your customers? Look for ways to connect those dots first.

2020 250

2020 Net Promoter Score ROI Metrics 250

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 137

2023 Customer Service Customer Experience B2C 137

ShepHyken

MAY 10, 2021

Customers are enjoying self-service options, so give them what they want. Forbes) In this article, 15 members of the Forbes Agency Council share unique ideas for connecting with customers in a way that builds genuine trust and, in turn, brand loyalty in 2021. Customer expectations have changed (as in increased).

2021 155

2021 Article Customer Service Net Promoter Score 155

ShepHyken

AUGUST 9, 2021

Customer Experience Starts – and Stops – With Emotions by Kristi Knight. CMSWire) By understanding and tapping into those emotions, brands can build powerful connections that create fierce advocates. My Comment: This is an interesting article about how a customer’s emotions play into the overall customer experience.

2021 146

2021 Article Customer Service Social Media 146

ShepHyken

MARCH 31, 2021

Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October. I was looking to create some buzz about connecting with customers, and I submitted the idea to Chase’s Calendar of Events. That’s right! Follow on Twitter: @Hyken.

Customer Service Training 153

Customer Service Training Feedback Customers Customer Focused 153

ShepHyken

DECEMBER 23, 2020

That could be a brief intro leading to an almost immediate connection with the employee. I think we know which scenario our customers would prefer … give the customer a fast and quick way to the agent – with as little friction as possible! Or, it could come after a series of menu prompts and hold time.

Customer Service 121

Customer Service Entertainment Customer Service Training Customers 121

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 113

Airlines Customer Service Training Travel Connections 113

ShepHyken

NOVEMBER 18, 2020

I still believe that loyalty is driven by emotion, which has always been about the personal connection. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Loyalty 141

Loyalty Books 2018 Customer Service Training 141

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 165

Customer Service Training Reference Customers Customer Service 165

ShepHyken

JANUARY 27, 2021

I’d like to broaden the topic to anyone dealing with someone else’s problem or question, be it a customer or another person inside the organization, also known as an inside customer. More than ever, our customers need to feel a connection. For information, contact 314-692-2200 or www.hyken.com.

Customer Service Training 140

Customer Service Training Customer Service Information Connections 140

ShepHyken

SEPTEMBER 7, 2022

He feels a stronger connection to his supplier for the communication reasons above, as well as for a connection to someone “on the inside.” Find ways to communicate – even over-communicate – with your customers. It creates confidence and credibility and gives the customer a sense of control. .

Communication 73

Communication B2C Workshop B2B 73

ShepHyken

MARCH 4, 2020

Satisfying your customers is not enough. Satisfied customers are not loyal customers.” Connect with your customers on an emotional level to move them beyond being “just satisfied.”. “It It is the total customer experience—not just customer service—that creates loyalty.” Loyalty is an emotion.

Books 164

Books Loyalty Customer Service Training Customers 164

ShepHyken

MARCH 2, 2020

That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report. The global study, entitled The Connected Customer: Delivering an Effortless Experience, surveyed over 1,000 participants spanning 13 different verticals. My Comment: Is customer experience (CX) broken in most organizations?

2020 105

2020 Article Customer Service Hospitality 105

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 131

Customer Service Training Leadership Feedback Customer Service 131

ShepHyken

JANUARY 6, 2021

As sophisticated CRMs (Customer Relationship Management systems) and AI integrate, the data that is generated will help companies create a more personalized experience. Customers enjoy feeling connected—when companies know who they are—even if it’s at a digital level. Chatbots will do more than just communicate with customers.

2021 170

2021 Customer Relationship Management Customer Service Training 2020 170

TechSee

JUNE 16, 2022

Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

OCTOBER 25, 2021

You might even feel connected to a brand you haven’t purchased from but are still interested in. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus to learn more about our customer service training programs.

Article 146

Article 2021 Customer Service 2026 146

ShepHyken

JUNE 14, 2021

Magazine) A study by MBLM found that respondents formed emotional connections with a greater number of brands during the pandemic (23 percent more than in MBLM’s previous study) and deepened their existing intimate relationships with brands. This article refers to that emotional connection as “intimacy.”

2021 95

2021 Article Customer Service Retail 95

ShepHyken

MAY 3, 2021

The Next Phase of E-Commerce: A ‘Human’ Customer Experience by Jim Spare. Total Retail) Successful e-commerce customer experience will be personally connected, inspiring and entertaining, video-based, and feel much more “human.”. My Comment: You can’t automate a customer relationship.

Article 110

Article E Commerce 2021 Customer Service 110

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 80

Omnichannel Multi-Channel Definition Social Media 80

ShepHyken

JANUARY 25, 2021

(Retail Customer Experience) Clarus Commerce CEO Tom Caporaso believes it’s time for retailers to take advantage of the new membership economy. My Comment: Here’s a great article about customer loyalty. Some loyalty programs create emotional connections. Some loyalty programs are actually marketing programs.

2021 157

2021 Article Customer Service Guest Experience 157