ShepHyken

MAY 20, 2020

My friend Stacy Sherman , head of customer experience at Schindler Elevator Corporation , is personally dedicated to “humanizing business.”. She is not only “in the trenches,” working in the customer service and experience world, she has also been recognized as a customer experience thought leader.

Customer Service Training 140

Customer Service Training Customer Service Customer Experience Information 140

ShepHyken

JANUARY 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. What Do Customers Really Think Of Your Brand? My Comment: Too often an organization’s leadership believes the experience and service they provide a customer is better than it actually is.

2019 98

2019 Article Social Media Customer Service 98

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. Sounds simple enough, but that doesn’t mean it’s easy.

Customer Service 131

Customer Service Culture Customer Service Training Leadership 131

ShepHyken

MAY 5, 2021

And, if that experience is managed the way it should be, it not only fixes the problem but also restores the customer’s confidence in the company. Customers will remember an unexpected positive customer experience , especially if it is a surprise. However, the negative experiences hurt.

Customer Service Training 153

Customer Service Training Customer Service Customer Expectations Information 153

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken.

Article 70

Article 2022 Customer Service Hospitality 70

ShepHyken

NOVEMBER 14, 2016

ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. That same agreement, however, is often lacking when it comes to company’s vision of customer experience.

2016 127

2016 Article Customer Service 2017 127

ShepHyken

MARCH 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. You’ll love this story about how a member of the airline’s social media customer care team took care of a passenger during her flight. . Here are my top five picks from last week.

Article 86

Article 2018 Airlines Customer Service 86

ShepHyken

FEBRUARY 5, 2020

In business terms, maybe you’ll focus on making sure this customer is happy, filling the metaphorical gas tank with an excellent customer experience, so you can last—or stay in business—until you get another customer. Not so much that your customer is the last on earth, but that they are the only one you have.

Customer Service Training 142

Customer Service Training Customers Customer Service Information 142

ShepHyken

OCTOBER 17, 2018

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. Every time a customer has an interaction with the company, regardless of it being in person, on the phone or online, they have a similar experience.

Social Media 121

Social Media Customer Care Customer Service Training Brands 121

ShepHyken

SEPTEMBER 23, 2020

They follow up, even when they don’t have to, because they know it’s that little extra effort that can be the difference between the customer saying, “They fixed the problem,” and “Wow, they sure know how to take care of their customers when there is a problem!” For information, contact 314-692-2200 or www.hyken.com.

Travel 131

Travel Customer Service Training Customer Service Information 131

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.

2018 77

2018 Article Customer Service Loyalty Programs 77

ShepHyken

OCTOBER 24, 2016

More than just an increase in sales, personalizing the customer’s experience will help create more customer loyalty. How Nike Is Beating Brands Like Apple and Adidas at Twitter Customer Care by Christopher Heine. If you want to lose customers, then practice what this author tells you not to do.

2016 119

2016 Article Customer Service Government 119

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience. .”

2019 99

2019 Article Customer Service Social Media 99

ShepHyken

NOVEMBER 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune!

Article 87

Article 2018 Customer Service Customer Centricity 87

ShepHyken

DECEMBER 11, 2019

With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

2020 118

2020 Customer Service Fashion Customer Service Training 118

ShepHyken

SEPTEMBER 4, 2017

My Comment: Want to now what your customers hate more than anything (when it comes to customer service)? Then read this article featuring five of the top “irritations” that customers in any business might experience. When The CMO Owns Customer Experience: 10 Top CMOs Share Their POV by Blake Morgan.

2017 63

2017 Article Customer Service Net Promoter Score 63

ShepHyken

NOVEMBER 21, 2016

In a perfect world, if you did you would have a wonderful experience. But, we don’t live in a perfect world – and sometimes that experience will be a revelation of flaws with the CX and opportunities to improve customer experience. Salesforce Survey Shows Customer Experience Now Job No. It’s worth it.

2016 117

2016 Article Social Media Net Promoter Score 117

ShepHyken

FEBRUARY 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Top 5 Tips to Improve Social Customer Service by Kristina Knight. And, as you read in this article, social care is more than just handling complaints and questions. And, it’s not a one-and-done.

2018 82

2018 Article Customer Service Social Media 82

ShepHyken

FEBRUARY 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. Retail Customer Experience) With nearly 3.8 Here are my top five picks from last week.

2019 61

2019 Article Customer Service 2018 61

ShepHyken

OCTOBER 31, 2016

My Comment: Leadership defining the customer service vision may be the most important start to creating a customer-focused culture. This is a great article with 23 excellent questions to ask your next customer service candidate – or any candidate you want to bring into a truly customer-focused organization.

2016 124

2016 Article Customer Service Hotels 124

ShepHyken

FEBRUARY 22, 2017

A high-priced service usually is accompanied by an excellent customer experience. Just think of the level of customer care that hotels like the Ritz-Carlton demonstrate. Zabel says, “Too many times a company’s marketing propaganda just doesn’t match the customers’ experiences after the sale.

Sales 90

Sales Hotels Customer Service Training Loyalty 90

ShepHyken

NOVEMBER 8, 2017

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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 183

Customer Service Customer Service Training Feedback Customers 183

ShepHyken

AUGUST 7, 2017

Customer service and experience are more important than ever, and that is a trend that will continue. LinkedIn) So the first question you might be asking is: what in the world is a cheese monger and what could they possibly teach me about retail, marketing and customer experience? Turns out: a lot. by Neal Dlin.

Article 58

Article Customer Service 2017 Social Media 58

ShepHyken

MARCH 20, 2017

As Social Media Evolves, Travellers Demand Joined-up Customer Service by Nick Vivion . Tnooz) Customer service has always been one of the most challenging areas of any service-based business. My Comment: Social customer care has become mainstream in the customer service world.

2017 75

2017 Article Customer Service Social Media 75

ShepHyken

MAY 25, 2016

I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience. For information contact or www.hyken.com.

Customer Care 90

Customer Care Customer Service Training Customers Customer Service 90

ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. by Nicolas Maechler.

2017 96

2017 Article Customer Service Airlines 96

ShepHyken

SEPTEMBER 5, 2016

Create Great Customer Experiences with These Three Principles by Opinurte Team. Opinurate) Matt Watkinson has worked with some of the biggest businesses in the world on customer experience strategy, service design, websites and mobile apps. Talk about delivering customer amazement!

2016 0

2016 Article Customer Service Hospitality 0

ShepHyken

DECEMBER 10, 2018

Each week I read a number of customer service and customer experience articles from various resources. Crazy Ideas About Customer Service You Would Like To Try Again by Guy Sheetrit. Try some of these ideas, old and new, and you may build an even better relationship with your customers.

Article 92

Article 2018 Customer Service 2019 92

ShepHyken

APRIL 17, 2017

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base. United Airlines and the Dollars and Cents of Customer Experience by Augie Ray.

2017 79

2017 Article Social Media Customer Service 79

ShepHyken

AUGUST 1, 2016

There are plenty of unique ways to engage your community and boost your social following, each of which helps customers get to know the names and faces behind your brand and stay loyal to your product or service. My Comment: Social media enhances the customer experience. It’s a brand builder.

2016 83

2016 Article Social Media Customer Service 83

ShepHyken

OCTOBER 3, 2018

This was a leader sharing his philosophy, and my mind was racing with ideas about how it applies to customer service and the customer experience. When we find out what our customers want if it’s not what they need, and we know it, are we willing to tell them? It’s really quite simple. Follow on Twitter: @Hyken.

Customer Service Training 119

Customer Service Training Customer Service Customers Information 119

ShepHyken

NOVEMBER 14, 2018

As most of you (hopefully know), my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com.

Touchpoint 117

Touchpoint Books Customer Service Training Customer Service 117

ShepHyken

JUNE 20, 2018

A quick response time creates confidence, which is one of the keys to creating customer loyalty. Embrace technology – There are some awesome technologies out there that allow you to better connect with your customers and provide them a better customer experience. For information, contact 314-692-2200 or www.hyken.com.

Customer Service 98

Customer Service Social Media Customer Relationship Management Customer Service Training 98

ShepHyken

OCTOBER 25, 2017

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. The post Customer Service Tip: The Power of Observation appeared first on Shep Hyken.

Customer Service 147

Customer Service Customer Service Training Customers Information 147

ShepHyken

OCTOBER 2, 2019

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. The post Live Up to a Higher Standard of Service appeared first on Shep Hyken.

Customer Service Training 128

Customer Service Training Information Customer Focused Customer Service 128

ShepHyken

DECEMBER 24, 2018

Each week I read a number of customer service and customer experience articles from various resources. How to Provide Proactive Customer Service by Leveraging Customer Data by Michael. This means that there are plenty of opportunities for companies looking to step up their service.

E Commerce 89

E Commerce 2018 Article Customer Service 89

ShepHyken

JANUARY 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in.

2018 0

2018 Article Customer Service Contact Center 0