ShepHyken

MAY 27, 2020

I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 128

Customer Service Training Customer Service Information Customer Expectations 128

ShepHyken

MAY 5, 2021

The effort a customer makes to get the problem resolved – hopefully, it’s minimal effort – is ideally rewarded with an acceptable and expected resolution. In other words, if there is a problem, customers expect it to be handled appropriately, and when it is, they are usually happy to continue doing business with you.

Customer Service Training 153

Customer Service Training Customer Service Customer Expectations Information 153

ShepHyken

NOVEMBER 23, 2022

Just do what is expected. When you consistently do what the customer expects, they will say, “They are amazing!” Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. and “I’ll be back!” . Follow on Twitter: @Hyken.

Customer Service Training 72

Customer Service Training Customer Expectations Customer Service Customer Focused 72

ShepHyken

MAY 10, 2021

(Fast Company) As the adoption of digital channels skyrockets, the businesses able to thrive are the ones that understand their customers’ needs and struggles. My Comment: I love the way this article starts: “The last 12 months have been a crash course in customer experience for business leaders.” That’s where empathy comes in.

2021 154

2021 Article Customer Service Net Promoter Score 154

ShepHyken

MARCH 2, 2020

More than ever, it’s important to not just get new customers, but keep the customers you have. Forbes) Customer expectations often come down to one word: instant gratification. 6 tips for building an effective customer focus strategy by Hannah Wren. Zendesk) The good news is that customer focus can be improved.

2020 105

2020 Article Customer Service Hospitality 105

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jeff is truly obsessed with customer service. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

SEPTEMBER 9, 2020

Never lose sight of what the customer expects. Meeting that expectation may be all you have to do to surprise and delight. 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.

Customer Service Training 133

Customer Service Training Customer Service Customer Expectations Information 133

ShepHyken

OCTOBER 25, 2021

This article emphasizes that customers may not be so quick to want to use an automated or digital system. Our customer service research indicates that 59% of customers prefer to go to the phone or email over digital channels. Read this article and learn more about what customers expect.

Article 145

Article 2021 Customer Service 2026 145

ShepHyken

SEPTEMBER 1, 2021

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. I challenge you to accept that fact and to do business accordingly.? .

B2B 142

B2B Healthcare Customer Service Training Retail 142

ShepHyken

FEBRUARY 8, 2021

Love (in the metaphorical sense) and appreciate your customers year-round. Key 2020 holiday shopping takeaways: It’s imperative to adapt as customer expectations evolve by Tara Bartley and Ashitha Bhanu. With so many articles that are focused on retail and consumers, it’s nice to get a deep dive on the B2B side.

2021 96

2021 Article Customer Service B2B 96

ShepHyken

MAY 31, 2021

Traditional e-commerce, mobile commerce (m-commerce), and social commerce (s-commerce) each have their own customer expectations that merchants must meet in order to stay competitive. My Comment: I’ve said for years that customers keep getting smarter when it comes to customer service and experience.

Article 131

Article E Commerce 2021 Customer Service 131

ShepHyken

MARCH 28, 2023

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Get more information on The Customer Focus ™ customer service training programs. All they want to know is what awaits them at their metaphorical destination. Follow on Twitter: @Hyken

Transportation 64

Transportation Sports Customer Service Training Customers 64

ShepHyken

JUNE 17, 2018

The author of this excellent article uses Southwest Airlines as an example of a company that has created such a great relationship with their customers (passengers) that they give the airline the benefit of the doubt and “cut them slack” when things go wrong. If you want to meet those expectations, there are trends that you can’t ignore.

Article 83

Article 2018 Customer Service Airlines 83

ShepHyken

FEBRUARY 19, 2023

The gold in the article is his simple three-step approach to building a customer-focused culture. The Six Degrees of Customer Experience by Computerworld (Computerworld) How do you create an outstanding customer experience? It’s no easy task, as customers’ wants and needs move quickly.

Article 62

Article Customer Service 2023 Customer Service Training 62

ShepHyken

DECEMBER 25, 2019

Being understaffed means potentially irritating customers when they don’t get the service they’re used to. Recognize the opportunity you have with new customers. When customers receive great service during busy times, they know that less frantic times will be just as good, if not better. Follow on Twitter: @Hyken.

Retail 115

Retail Customer Service Training Information Customer Expectations 115

ShepHyken

JUNE 19, 2019

Proactiveness: With today’s technological capabilities, why should a customer have to reach out for help to begin with? In many instances, companies can know a customer is having problems before the customer does. Predictive support will soon become a customer expectation. Follow on Twitter: @Hyken.

Customer Service 132

Customer Service Reference Customer Service Training Customers 132

ShepHyken

AUGUST 26, 2019

Are You Meeting & Exceeding Customer Expectations? Teresa Allen) My new customer service keynote, A 2020 Service Strategy to Grow Your Business focuses on 5 specific strategies. Today’s article focuses on Step ONE. There’s a big difference. by Teresa Allen.

2019 107

2019 Article Customer Service 2020 107

ShepHyken

DECEMBER 31, 2018

The statistic that Greg Hanover, the author, shares at the beginning of the article is that (according to PwC), consumers are willing to pay up to 16% more for better customer service. An interesting article on how to meet, if not exceed customer expectations. Follow on Twitter: @Hyken.

2018 97

2018 Article Customer Service 2019 97

ShepHyken

NOVEMBER 21, 2018

People need to know they can count on your product, not just your customer support department. Customer Service and Support: It’s a given that everyone in your organization will deliver a level of customer service that meets, if not exceeds your customers’ expectations. Follow on Twitter: @Hyken.

Loyalty 130

Loyalty Reference Customer Service Training Customers 130

ShepHyken

SEPTEMBER 21, 2020

My Comment: Want to meet – and even exceed – your customers’ expectations? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Article 94

Article 2020 Customer Service Employee Experience 94

ShepHyken

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

Customer Service 150

Customer Service Customer Service Training Customers Communication 150

ShepHyken

AUGUST 1, 2022

Jeannie Walters, customer experience expert, shares the how and why behind the changing B2B customer expectations that are starting to look more and more like the expectations of the B2C customer. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Article 70

Article 2022 Customer Service B2C 70

ShepHyken

SEPTEMBER 5, 2022

4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answered and their goals accomplished.

Article 67

Article Net Promoter Score 2022 Customer Service 67

ShepHyken

SEPTEMBER 7, 2020

Customer Experience or Customer Engagement – what’s the difference and how do you truly engage? CustomerThink) Customer experience is traditionally focussed on flexing what you do to meet customer expectations. My answer is that customer engagement is what can enhance the customer experience.

Article 92

Article 2020 Customer Service Customer Retention 92

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. What Is Excellent Customer Service? We know customers expect it, but just what does it look like to deliver exceptional service?

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

ShepHyken

SEPTEMBER 20, 2017

In other words, it is our customers’ perceptions that determine if we’ve provided good or bad customer service. The customer acts as the judge and jury. As a business, we can only hope that our efforts are in line with our customers’ expectations. Take this week to tweak the service. Talk about it.

Customer Service 107

Customer Service Customer Expectations Customer Service Training Customers 107

ShepHyken

NOVEMBER 8, 2021

7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2) G2) Effective customer conversations help meet customer expectations while building trust and loyalty toward your brand and products. Go to The Customer Focus to learn more about our customer service training programs.

Article 90

Article 2021 Customer Service Retail 90

ShepHyken

MAY 17, 2021

Customer Empathy: Four Data Points for Understanding How the Pandemic Has Impacted the Customer Experience (CX) by Janelle Estes. eWeek) The data points in this article can help companies gain a better understanding of how the pandemic has affected CX, and what they can do to meet and exceed customer expectations now and in the future.

2021 80

2021 Article Customer Service Customer Retention 80

ShepHyken

MARCH 25, 2019

My Comment: A company that is known for its amazing customer service has it baked into its culture. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values. My Comment: If you want to win the customer service “game,” then you must practice the fundamentals.

2019 107

2019 Article Customer Service Competitive Advantage 107

ShepHyken

JANUARY 14, 2019

My Comment: Here’s a list of ten strong tips to help you and your organization become more customer focused. One I’ve been talking about since the begging of my career in customer service and CX is number nine, which is speed and urgency. Today, more than ever, customers expect a fast response.

2019 94

2019 Article Customer Journey Mapping Customer Service 94

ShepHyken

AUGUST 19, 2019

9 Customer Service Mistakes You Need to Stop Making by Kinga Odziemek. (G2 G2 Crowd) Providing great customer service is not a choice or luxury; it’s a standard your customers expect. Well, here are nine “how to not’s” to consider in your customer service strategy.

2019 118

2019 Article Customer Service Leadership 118

ShepHyken

NOVEMBER 22, 2021

Tidio) We decided to take a closer look at customer expectations about this hot period in the retail sector and how businesses can prepare. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Some of these might make you even laugh out loud!

2021 84

2021 Article Customer Service E Commerce 84

ShepHyken

OCTOBER 11, 2021

Here are the four best ways to make sure your customer service is top-notch in 2021. My Comment: This article hits on some of the basics of a great customer experience. And, it’s not about being “over-the-top,” but simply doing what customers expect. It’s a philosophy to be embraced by everyone in an organization.

2021 72

2021 Article Customer Service Hospitality 72

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. It’s what drives our business. For information, contact 314-692-2200 or www.hyken.com.

Employee Experience 91

Employee Experience Customer Experience Workshop Customer Service Training 91

ShepHyken

APRIL 25, 2022

Now, as customers start to engage with brands more holistically again, interacting both in-person and virtually, organizations across all sectors need to ensure they are able to meet customer expectations at every touch-point to retain their customers. Follow on Twitter: @Hyken.

Article 64

Article 2022 Customer Service Loyalty Programs 64

ShepHyken

JANUARY 17, 2022

My Comment: If you want to create a strong customer experience, you must understand your customers – enough to know what they want, even before they know themselves. This article touches on serval areas about your customer’s journey you want to explore to create an experience that meets and exceeds customers’ expectations.

Article 67

Article 2022 Customer Service Customer Journey Mapping 67

ShepHyken

SEPTEMBER 28, 2016

So, a good way to describe what managing the un-Wow is would be to say… Avoid anything that would take away from the usual, hopefully positive, experience that your customers expect from you. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

2016 131

2016 Customer Service Training Customer Service Information 131