Culture Customer Care Customer Focused Customer Service Training 
ShepHyken
AUGUST 7, 2019
That’s when he dropped the “bomb” on the audience—several thousand customer care professionals, all anxiously awaiting Tony’s comments. He informed them that the customer was no longer the first priority. Culture had replaced the customer as the top priority. The focus on culture is really a focus on people.
Kayako
NOVEMBER 21, 2018
When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. The brands mentioned above aren’t just shaping the customer service experience for their customers.
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ShepHyken
OCTOBER 28, 2020
It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers. If you truly love your people, love your customers and love what you do, it shows. Some still are.
ShepHyken
OCTOBER 17, 2018
Think about how big these brands are and how they have woven their way into our culture. You can’t answer with “Because we have great customer service.” Find out what makes you truly different, something that your customer cares about, and exploit it. Coming in third was Amazon. Follow on Twitter: @Hyken.
ShepHyken
DECEMBER 6, 2021
3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care? My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department.
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? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.
ShepHyken
SEPTEMBER 18, 2019
Then, through training, give employees examples that show them how far they can go. It must be baked into the culture of an organization. Employees must be empowered to say yes whenever possible or to find creative solutions to make customers happy when the answer must be no. It’s an attitude and a culture.
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