ShepHyken

JULY 25, 2018

Customer service and customer experience (CX) have become as hot of topics as any in business. It’s become a customer expectation. Don’t deliver on the CX and the customer will find someone – or some company – that does. And, even if it is different, do our customers care?

Employee Experience 91

Employee Experience Customer Experience Workshop Customer Service Training 91

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Customer experience objectives. Mapping the customer journey.

Customer Experience 114

Customer Experience Download Workshop Metrics 114

Customer Bliss

MARCH 28, 2017

I found it interesting that our work in customer experience is now expanding to airports, and Karen Ellis of the San Antonio International Airport (previously in somewhat similar roles in Houston and Atlanta) was good enough to come on the podcast and discuss some of her initiatives and challenges. Customer Service Training Program.

Customer Experience 183

Customer Experience Travel Touchpoint Hospitality 183

ShepHyken

NOVEMBER 13, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: We kick off this week’s Top Five roundup with Nate Brown’s article introducing us to a new way to look at the importance of customer communities. Here are my top five picks from last week.

Article 56

Article 2023 Customer Service Workshop 56

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Customer Experience 90

Customer Experience ROI Metrics Net Promoter Score 90

Myra Golden

DECEMBER 9, 2019

This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. Customer Care. For more help in how to talk to customers, check out: Customer Service Onsite Training Workshops – Fully Customized, Engaging, Fun Customer Service Training for your team.

Customer Experience 52

Customer Experience Workshop Call Center Customer Service Training 52

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. 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?

2021 67

2021 Article Customer Service 2022 67

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? Keep innovating and properly staff for the customer willing to use self-checkout and needs help. Here are my top five picks from last week.

2024 65

2024 Article Customer Service Customer Journey 65

ShepHyken

APRIL 28, 2021

This is a great customer service training lesson. So, he calls the dealership’s customer service number, which was actually a support center for all of that brand’s dealerships in the U.S. And that’s not the type of customer experience that gets a customer to say, “ I’ll Be Back.”.

Transportation 174

Transportation Customer Service Training Presentation Customer Service 174

ShepHyken

JULY 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Improving Social Media Customer Service by Fara Haron. My Comment: Companies are using social media customer care/service to increase loyalty and gain market share.

2019 115

2019 Article Social Media Customer Service 115

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? Believing These Five Customer Experience Myths Could Stunt Your Company’s Growth by Holly Chessman. For information contact or www.hyken.com.

2017 81

2017 Article Customer Service Customer Service Training 81

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. Jenkins (Social Media Examiner) Want to deliver extraordinary customer care that leads to client retention? They asked Dan Gingiss to share some of his customer experience wisdom.

2024 65

2024 Article Customer Service Social Media 65

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

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 96

2019 Article Social Media Customer Service 96

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Michel Falcon Experience

JANUARY 3, 2020

One thing that I believe our companies and the public are getting better at, is understanding the importance of customer experience. Just look at all the content that is being created for customer experience improvement after a simple Google search. This means that it needs to be a part of our quarterly strategic plans.

2020 99

2020 Customer Service Culture Call Center 99

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 138

Customer Service Training Customer Service Customer Experience Information 138

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

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 130

Customer Service Culture Customer Service Training Leadership 130

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

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 69

Article 2022 Customer Service Hospitality 69

ShepHyken

SEPTEMBER 16, 2020

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 How Much Does It Cost to Give Great Customer Service?

Customer Service 165

Customer Service Customer Service Training Customer Service Representative Reference 165

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 23, 2023

Each week, I read many customer service and customer experience articles from various resources. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record. And caring is the foundation of trust and the preamble to loyalty.

Article 62

Article Customer Service 2023 Contact Center 62

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 151

Customer Service Training Customer Service Customer Expectations Information 151

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 118

2016 Article Customer Service Government 118

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

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 140

Customer Service Training Customers Customer Service Information 140

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 98

2019 Article Customer Service Social Media 98

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 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 85

Article 2018 Customer Service Customer Centricity 85

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 130

Travel Customer Service Training Customer Service Information 130

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 116

2016 Article Social Media Net Promoter Score 116

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 60

2019 Article Customer Service 2018 60

ShepHyken

JUNE 4, 2021

The authenticity of an organization very much depends on the quality of the customer support that it provides. An up-to-the-mark first-call resolution (FCR) must be maintained to sustain a good customer experience. As the means of customer support are evolving, so is the significance of FCR. Customer agent training.

Management 78

Management Customer Care Customer Satisfaction Interaction 78

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