ShepHyken

SEPTEMBER 13, 2023

Every once in a while, someone will ask, “What’s the difference between customer service and customer experience?” Customer service really drove the customer experience. A customer could visit a store or business. A customer could visit a store or business.

Customer Service 70

Customer Service Customer Experience Workshop Social Media 70

ShepHyken

FEBRUARY 20, 2024

Whether you take care of the issue yourself or pass it on to someone else, recognize that you play a very important role in the customer’s journey from experiencing a Moment of Misery™ to experiencing a Moment of Magic®. Time Well Spent Last year, I interviewed Aransas Savas on Amazing Business Radio. Does the Customer Come Back?

Metrics 151

Metrics Customer Service Workshop Measurement 151

ShepHyken

MARCH 12, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Workshop 150

Workshop Advertising Customer Service Training Books 150

ShepHyken

JANUARY 16, 2024

When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. It’s what our customers say. It’s just our perception. It’s just our perception.

Customer Service 142

Customer Service Books Workshop Customer Service Training 142

ShepHyken

OCTOBER 10, 2023

It’s about the entire customer experience. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant. It’s the value provided in the customer experience. The title of this article may sound like a lesson in sales, but it’s much bigger than that.

Workshop 148

Workshop Culture Customer Service Training Employee Experience 148

ShepHyken

NOVEMBER 14, 2023

Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. Before you can have a strong customer experience, you must have a good employee experience. If you want to create a powerful and positive customer experience, work on the employee experience.

Workshop 148

Workshop Insurance Employee Experience Culture 148

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. Happy New Year! And for everything else, too! With that, here are 10 ideas.

Customer Service 157

Customer Service Workshop Customer Service Training Connections 157

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.

Entertainment 86

Entertainment Sports 2024 Workshop 86

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

2024 70

2024 E Commerce Article Loyalty Programs 70

ShepHyken

DECEMBER 6, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Workshop 148

Workshop Customer Service Training Customers Interaction 148

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. Here are my top five picks from last week.

2024 80

2024 Article Customer Service E Commerce 80

Michel Falcon Experience

JANUARY 16, 2020

I’ve leveraged customer experience strategies within my career for more than ten years now. I’ve seen companies thrive (some of which I’ve advised), some commit but not fully exhaust the benefits and others that say customer experience matters but do nothing at all. that’s having a customer experience strategy!

2020 88

2020 Customer Journey Mapping Customer Experience Hospitality 88

ShepHyken

MAY 30, 2023

Slutsky looked at the long hold issue and came up with a solution to create a frictionless customer experience. How do you handle the friction points in your business to provide a frictionless customer experience? About a year ago, Slutsky became the COO/CMO of the business and put his creative talent to work.

Workshop 154

Workshop Customer Service Training Customer Service Customer Experience 154

ShepHyken

SEPTEMBER 19, 2023

We need defense, which is the ability to respond to our customers’ questions, problems, needs, and complaints in a way that renews confidence for them to continue doing business with us. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 138

Customer Service Sports Workshop Customer Service Training 138

ShepHyken

OCTOBER 31, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Airlines 133

Airlines Workshop Customer Service Training Marketing 133

ShepHyken

OCTOBER 17, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Workshop 142

Workshop Customer Service Training Customer Service Interaction 142

ShepHyken

MARCH 5, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Entertainment 82

Entertainment Workshop Customer Service Training Connections 82

ShepHyken

SEPTEMBER 12, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Workshop 145

Workshop Customer Service Training Customer Service Connections 145

ShepHyken

SEPTEMBER 26, 2023

When a customer doubts the answer and calls back only to get a different answer from a different employee, it erodes the customer’s confidence, not to mention the frustration the customer experiences by not getting the right answer the first time. In short, consistency creates confidence.

Customer Service 136

Customer Service Social Media Workshop Customer Service Training 136

ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Article 82

Article 2024 Customer Service Government 82

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. To summarize, laziness should never enter the customer experience. An inconsistent experience always makes customers wonder, “What will next time be like?”

Travel 92

Travel Customer Service Airlines Poor Customer Service 92

ShepHyken

AUGUST 8, 2023

CX is the abbreviation for customer experience. Somehow, someone decided X is a better abbreviation for experience than E is. For example, there is UX, or user experience , which is the experience the customer has with your products and services. WX stands for web experience. Label them.

Workshop 117

Workshop Customer Service Training User Experience Presentation 117

ShepHyken

AUGUST 5, 2020

As she moved into this role, she realized the opportunities that would come from providing a better customer experience. While this question was general, it focused on what was getting in the way of success for both the employees and their customers. This is similar to an exercise that we do in our customer service workshops.

Customer Service 158

Customer Service Workshop Customer Service Training Customers 158

ShepHyken

OCTOBER 24, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Workshop 140

Workshop Customer Service Training Customer Service Article 140

ShepHyken

FEBRUARY 6, 2024

It’s time to come back to a very important topic in customer service and customer experience. Her story is an interesting one. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. It also falls under leadership and management.

Communication 90

Communication Magazine Airlines Workshop 90

ShepHyken

MAY 24, 2023

No matter how hard you try to please some customers, they aren’t happy. And speaking of reality, no matter how good you are at creating an amazing customer experience, the customer’s perception counts. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Sports 131

Sports Hospitality Workshop Reference 131

ShepHyken

NOVEMBER 7, 2023

So, here is the Customer Hierarchy of Needs : Products that Work: We start at the base of the pyramid with a basic need: whatever the customer buys from you must do what it’s supposed to do. Even if you deliver an amazing customer experience, if the product fails, your customers will find someone else to do business with.

Workshop 96

Workshop Customer Service Training Customers Reference 96

ShepHyken

FEBRUARY 27, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

2024 88

2024 Workshop Customer Satisfaction Customer Service Training 88

ShepHyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. The employee experience (EX) drives a better customer experience (CX). Happy New Year! What’s 2024 going to be like? Here are my top predictions for 2024.

2024 94

2024 Customer Service Workshop Customer Service Training 94

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Article 77

Article 2024 Customer Service Government 77

ShepHyken

AUGUST 16, 2023

And whoever oversees scheduling must make sure the restaurant is appropriately staffed.  Of course, there is more than just hiring, training, and staffing, but the point is not to be so quick to blame the employee for a bad customer experience. Connect with Shep on LinkedIn.

Workshop 118

Workshop Customer Service Training Leadership Customer Service 118

ShepHyken

AUGUST 1, 2023

One of them asked us to work with her team on a customer experience initiative that included every company employee. One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. We have the privilege and honor of working with some amazing clients.

Hotels 117

Hotels Travel Workshop Reference 117

ShepHyken

JUNE 27, 2023

Simplify the Customer Experience I love good barbeque. That doesn’t mean you can’t find ways to simplify the customer experience, your internal processes, and more. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Workshop 121

Workshop Customer Service Training Touchpoint Customer Service 121

ShepHyken

AUGUST 29, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Workshop 123

Workshop Customer Service Training Sales Books 123

ShepHyken

JANUARY 23, 2024

If you’re making your customer go through the same process multiple times, you’re creating a negative customer experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Duplicate or triplicate (or more) effort is a waste of time!

Workshop 86

Workshop Insurance Banking Customer Service Training 86

ShepHyken

MAY 16, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 121

Customer Service Advertising Workshop 2022 121

ShepHyken

JULY 4, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Workshop 128

Workshop Customer Service Training Books Customer Service 128