Customer Care Customer Focused Customer Service Training Management 
ShepHyken
MAY 5, 2021
A customer could be happy with the company they do business with for years, then one day something bad happens. 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. Eventually, the bad experience will fade in the customer’s memory.
ShepHyken
AUGUST 5, 2019
Everyone talks about providing best-in-class customer experiences, about CRM strategies and solutions, and about the vital role CRM plays in catapulting companies forward as marketplace demands intensify. My Comment: CRM (Customer Relationship Management) is an important part of the customer experience.
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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. Customers don’t want channel choice. Consistent CX is the road to Customer Success by Sofia Sapojnikova.
ShepHyken
OCTOBER 2, 2019
The manager came over and apologized profusely. When my friend inquired about the check, the manager apologized again and said, “We hold ourselves to a high standard. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. The drinks were mixed up.
ShepHyken
OCTOBER 28, 2020
They were getting ready to promote someone to a position that managed the love process. 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.
ShepHyken
DECEMBER 5, 2022
Calling Customer Support: 3 Factors Impacting the Customer Experience by Eric Smuda. InMoment) Too many companies see their call center as only a cost and something that can be managed or minimized by reducing headcount and shifting to lower cost channels. Do you care about something your customer cares about?
ShepHyken
APRIL 8, 2020
In fact, once a month, the general manager of the property where you stayed comes down to the depot and has coffee with the drivers. For a little time and the cost of a box of donuts, that manager got the most up-to-date and immediate feedback on what guests thought of his hotel. He responded, “Oh yes! Follow on Twitter: @Hyken.
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