ShepHyken

MARCH 21, 2023

Go out there and deliver the five-star experience that makes customers say, “I’ll be back!” 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.

Customer Experience 67

Customer Experience Customer Service Training Books Customers 67

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ShepHyken

SEPTEMBER 26, 2018

So, what happens when you and your competition seem to be similar in quality, price and service? Add one more layer of customer experience, a convenient experience, and you can take the business away from your competitor. That means, in most situations, your competition is trying to do what you do. How can you stand out?

Automotive 623

Automotive Competitive Advantage Customer Service Training Customer Service 623

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. My Comment: I’m a big fan of using social media to enhance the customer experience.

2021 88

2021 Article Customer Service Social Media 88

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. million customers.

2020 153

2020 Article Customer Service Airlines 153

ShepHyken

MARCH 26, 2024

And in business, Steve Jobs of Apple said, “It takes a lot of hard work to make something look simple.” There is some very practical wisdom in these motivational and inspiring quotes that we can apply to the customer service and CX world. Think of the best customer experiences you have had. There’s a difference!

Entertainment 84

Entertainment Sports 2024 Workshop 84

ShepHyken

JANUARY 11, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Measure Your Customer Experience Maturity by Sharon Florentine. My Comment: This is an introduction to the concept of customer experience (CX) maturity.

2021 91

2021 Article Social Media Customer Service 91

ShepHyken

JULY 6, 2016

Many will argue that convenience is part of customer service or the customer experience. 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.

Customer Experience 89

Customer Experience Innovation Retail Customer Service Training 89

Lumoa

FEBRUARY 7, 2023

By utilizing VoC, businesses can gain valuable insights into how their customers truly feel about their products, services, and overall brand image. Implementing a VoC program will help you understand your customers better and know where to focus your efforts on improving the customer experience.

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. Which is Your CX Priority: Satisfied Customers or Profit? LinkedIn) What should your ultimate goal be when designing your customers’ experiences? (G2 by Mary Drumond.

2019 116

2019 Article Customer Service Leadership 116

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. Lego Customers Lose Millions of Pieces a Year. If you’ve struggled with how to measure, or “evaluate” your customer service, here are some ideas to give you some clarity. Follow on Twitter: @Hyken.

Article 71

Article 2021 Customer Service Metrics 71

ShepHyken

APRIL 13, 2022

If all they are focused on is the process or the bottom line and they don’t take their employees and customers into consideration, you’ll have a well-run business that loses to a competitor who creates a better customer experience. . The post The Day I Became a Customer Service Expert and Two Important Lessons?

Customer Service 130

Customer Service Customer Focused Customer Service Training Customers 130

ShepHyken

OCTOBER 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. Bring Customer Loyalty Under the Customer Experience Umbrella by Phil Britt.

2019 54

2019 Article Customer Service Loyalty Programs 54

ShepHyken

DECEMBER 6, 2023

It’s about a customer-focused, friendly approach that doesn’t taint the experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. It’s not about who’s right and who’s wrong. It’s not about blame.

Workshop 146

Workshop Customer Service Training Customers Interaction 146

ShepHyken

SEPTEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi.

Article 74

Article 2020 Customer Service Culture 74

ShepHyken

NOVEMBER 9, 2022

Founder, Jeff Bezos, was an early adopter of a relentless focus on the customer experience.? . Did Bezos really believe that Amazon should be so good they didn’t need a customer service department? Did he really have an empty chair in his meetings to represent the customer? That’s truly customer-focused! .

Competitive Advantage 69

Competitive Advantage Books Customer Focused Customer Service Training 69

ShepHyken

MAY 21, 2018

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster. QSR) In the fight to win back its brick-and-mortar customers, Starbucks is leveraging technological and experiential methods.

Article 83

Article 2018 Customer Service Customer Service Strategies 83

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

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

Customer Service Training 127

Customer Service Training Customer Retention Customers Sales 127

ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services).

Culture 105

Culture Customer Service Poor Customer Service Leadership 105

ShepHyken

APRIL 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. “Giving back” is part of the customer experience. ” 15 Customer Service Strategies To Help You Deliver A 5-Star Experience by Forbes Coaches Council.

Article 80

Article 2020 Customer Service Government 80

ShepHyken

DECEMBER 28, 2022

Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience. So, I’ve created a list of simple ways to deliver the experience that everyone wants. Customers love working with empowered employees. . Be customer focused.

2023 130

2023 Fashion Customer Service Training Reference 130

ShepHyken

JULY 28, 2021

Your people must understand what is expected and what drives the experience you’re trying to provide. It’s ongoing reinforcement of the goal for the customer experience you want to provide. Some organizations have daily meetings where customer service and experience are brought up, even if just for two or three minutes.

Customer Service Training 161

Customer Service Training Customer Service Customers Customer Focused 161

ShepHyken

JANUARY 23, 2024

If you’re making your customer go through the same process multiple times, you’re creating a negative customer experience. This happens at my car dealership, bank, and other supposed customer-focused organizations. Their processes bog the customer down with repetitive tasks and often unnecessary procedures.

Workshop 84

Workshop Insurance Banking Customer Service Training 84

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience. (The Follow on Twitter: @Hyken.

Article 67

Article 2022 Customer Service Loyalty Programs 67

ShepHyken

JUNE 29, 2022

However, great is the addition of a better customer experience. If you go to a restaurant that has the most delicious food, but the service is outright terrible, you wouldn’t refer to that as a great experience. What elevated it to a great experience was the less-than-one-minute phone call I received from “my guy.” .

Reference 127

Reference Customer Service Training Definition Retail 127

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: We start this week’s Top Five roundup with an interview with customer culture expert Jeff Toister. The gold in the article is his simple three-step approach to building a customer-focused culture.

Article 62

Article Customer Service 2023 Customer Service Training 62

ShepHyken

NOVEMBER 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. That is what will turn a good customer experience into a great customer experience.

Article 79

Article 2018 Customer Service Airlines 79

ShepHyken

SEPTEMBER 29, 2022

We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. I’ve been working with an amazing client. Follow on Twitter: @Hyken.

Customer Service Training 125

Customer Service Training Customer Service Feedback Communication 125

ShepHyken

MARCH 16, 2022

Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX). So, with that, I bring you Shep’s Law of Customer Service , which is: . They don’t come back.? . Notice that I put the word almost in the definition.

Customer Service 120

Customer Service Customer Service Training Definition Customers 120

ShepHyken

AUGUST 24, 2022

They have great customer service. . They provide a great overall customer experience. . Create an experience that builds confidence and trust, and you’ll build a relationship that gets your customers to say, I’ll be back. . What is it that makes you want to come back? Here are a few possible reasons: .

2022 129

2022 Customer Service Training Customers Customer Service 129

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out.

Culture 107

Culture Customer Centricity Sports Definition 107

ShepHyken

JANUARY 31, 2023

He found that it often doesn’t cost much more to upgrade. So, I started thinking about this advice and how we can apply it to the customer experience. Essentially, I was thinking that we can proactively give our customers a better experience by bumping our efforts up a notch. Follow on Twitter: @Hyken

Customer Service 138

Customer Service Hotels Customer Service Training Reference 138

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

MAY 23, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Leaders Can Learn from Baseball by Lynn Hunsaker. 3 Common Customer Complaints and How to Address Them by DP Taylor. 3 Common Customer Complaints and How to Address Them by DP Taylor.

Article 64

Article 2022 Customer Service Sports 64

ShepHyken

JULY 20, 2022

I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. . And if what makes you different is important to your customers, they will want to be a part of your world. . Follow on Twitter: @Hyken.

Competitive Advantage 136

Competitive Advantage Banking Fashion Contact Center 136

ShepHyken

JUNE 8, 2022

As it applies to customer experience (including customer service), it is often the little details that move the experience from average to amazing. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. You look at the big picture.

Customer Confidence 127

Customer Confidence Customer Service Training Customer Service Customer Focused 127