ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

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Article 2024 Customer Service Airlines 76

ShepHyken

MARCH 26, 2024

When I’m invited to speak to a group of business leaders as the keynote speaker, I often share my Six Simple Steps to Building a Customer-Focused Culture. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. There’s a difference! Connect with Shep on LinkedIn.

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Entertainment Sports 2024 Workshop 85

ShepHyken

AUGUST 5, 2020

This is similar to an exercise that we do in our customer service workshops. We ask participants to identify the problems and complaints they hear most from both internal and external customers. Here is something interesting related to the “how often” question in our workshops. This is just common sense.

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Customer Service Workshop Customer Service Training Customers 157

CloudCherry

SEPTEMBER 9, 2019

Today, my passion is helping businesses become loved by establishing customer focus as a core value. True customer focus isn’t a strategy—it’s a way of being.

B2C 186

B2C Workshop B2B Employee Experience 186

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. Connect with Shep on LinkedIn.

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Workshop Customer Service Training Customer Service Article 139

ShepHyken

JANUARY 23, 2024

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. Create a centralized customer profile system where a customer’s basic information, such as name, address, phone number, etc.,

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Workshop Insurance Banking Customer Service Training 85

ShepHyken

JULY 15, 2022

Step 4: You assign your best client success manager on their account and ensure they’re scheduled for your monthly training workshops as a non-negotiable. Step 7: You plan a trip to visit the client in person for a two-day workshop to ensure success and implementation. You see what other freebies you can share to add additional value.

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Workshop Social Media 2022 Article 130

ShepHyken

MARCH 21, 2017

Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service. What are the qualities of a customer-focused employee?

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Workshop 2011 2012 Leadership 81

ShepHyken

MAY 18, 2022

The lesson is simple and reminds me of what I share in our customer service workshops: “No question is a dumb question.” Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Sometimes people don’t know what we think they should know. It’s okay.?And

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Workshop Customer Service Training Customer Service Presentation 120

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back. Follow on Twitter: @Hyken.

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Customer Service Training Fashion Workshop Reference 72

ShepHyken

JUNE 9, 2021

Some customers are angry because they have a complaint. Whatever the reason, you must know how to handle angry customers. In our customer service training workshops , we provide a number of tactics to manage these difficult customer situations. Some are just having a bad day. For information, contact 314-692-2200.

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Customer Service Training Workshop Customers Customer Service 147

ShepHyken

SEPTEMBER 7, 2022

In our customer service workshops , we do an exercise in which we ask participants what their favorite companies are to do business with and why. When a customer places an order, he or she is immediately notified by email. It creates confidence and credibility and gives the customer a sense of control. .

Communication 72

Communication B2C Workshop B2B 72

ShepHyken

APRIL 18, 2023

Even if you’re selling a big machine to a factory, there are still expectations that are shaped by retail experiences with customer-focused companies like Amazon. Learn more about Shep’s customer service and experience keynotes and his customer service training workshops at www.Hyken.com.

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Reference B2C Workshop Customer Service Training 64

Experience Investigators by 360Connext

JANUARY 5, 2021

They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals.

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Customer Centricity Culture Government Workshop 190

ShepHyken

DECEMBER 17, 2023

I’ve stressed in all of my customer service speeches , that a customer-focused culture starts at the top with the CEO. 4 Steps to Create a Seamless Customer Experience by John Quaglietta and Kathy Ross (MyCustomer.com) The customer journey is becoming more complex, with customers moving between more channels than ever before.

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Article Customer Service 2023 Customer Centricity 59

One Millimeter Mindset

AUGUST 27, 2018

First, innovative customer experiences are created by Professionals of Worth who continuously listen to the voices of their client’s workforce. And then take customer-focused action. Becoming unforgettable means you focus on serving the long-term needs of the customer’s voice. Let’s explore. Contact me.

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Innovation Customer Experience Workshop Customer Retention 86

ShepHyken

JANUARY 22, 2020

I’ve learned a lot over the years by attending his workshops and coaching sessions. 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.

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Customer Service Training Workshop Books Customer Service 141

ShepHyken

JANUARY 18, 2017

If you’re hiring someone that is going to do a lot of written correspondence with customers you need someone with good communication skills – a command of the English language, as in punctuation, spelling and grammar. There is an exercise we occasionally do in our workshops. That’s a skill. As you can imagine, we get lots of answers.

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Customer Service Workshop Customer Focused Customer Service Training 92

One Millimeter Mindset

NOVEMBER 28, 2018

And while organizations talk the talk about being customer-focused, walking the walk falls short. However, busily-focused on completing the tactical assignments they equate to being customer-focused. Rather than creating strategically-positioned contributions to customer experience. Subscribe to my blog.

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Customer Retention Culture Workshop Customer Focused 61

One Millimeter Mindset

MAY 23, 2019

Lead a more employee- and customer-focused workforce. Engage me to present one of my Storytelling for STEM Professionals and Left Brain Thinkers speaking programs, workshops or moderated facilitation services. Liberate yourself from toxic professional stories. Planning your next corporate or association meeting? Contact me here.

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Workshop Presentation Leadership 2019 70

One Millimeter Mindset

MARCH 18, 2019

I survey the STEM professionals and left brain thinkers I speak to and conduct workshops for. Yet, the same two-thirds of these workshop attendees tell me that the people sitting around the table do not know who they are and what they do. On a weekly basis, at the very least. Then, take these next steps….

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Workshop Customer Retention Communication Culture 72

One Millimeter Mindset

DECEMBER 13, 2018

It simply is a matter of understanding where to look, how to listen, the questions to ask, and then how to collaborate and translate into enduring, customer-focused stories. I will be honored to customize my keynotes and workshops to your next event. Right here, Today. Discover what is Possible, Tomorrow.

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Blog 2018 Workshop Customer Retention 68

Michel Falcon Experience

APRIL 23, 2019

I’m going to share something with you that has helped me be the best customer-centric leader that I can be for my company, team and customers. My partners and I run a business that has 150 employees – people who rely on us to constantly be customer-focused. After all, it stems from the top!

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Customer Experience Customer Service Workshop Net Promoter Score 95

One Millimeter Mindset

NOVEMBER 12, 2018

To showcase the real value we bring when serving customers, focus on the customer experience value of collaborative storytelling. I will be honored to customize my keynotes and workshops to your next event. Hire me to speak or conduct a workshop at your next corporate or association event. Right here, Today.

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Workshop Customer Retention Events Culture 75

Strativity

NOVEMBER 20, 2019

We typically recommend organizations start with an internal workshop that engages two dozen mid-level, cross-functional employees in the process of defining key aspects of the customer experience — including the myriad of touchpoints, success drivers, emotions, etc. Dive into the qual and quant of customer experience research.

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Consulting Workshop Customer Journey Mapping Touchpoint 53

One Millimeter Mindset

DECEMBER 10, 2018

We end up serving our customers, better and better, as well. And creating remarkable customer-focused experiences. I will be honored to customize my keynotes and workshops to your next event. Hire me to speak or conduct a workshop at your next corporate or association event. And guess what?

2018 65

2018 Blog Workshop Innovation 65

One Millimeter Mindset

JULY 19, 2018

Engage Babette Ten Haken to deliver some of the most distinctive and game-changing keynotes and workshops, finely tuned for today’s digitally transforming workplaces. As a result, they create remarkable, enduring and innovative customer-focused output and outcomes. Hit this link and let’s collaborate, shall we? Contact me.

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Workshop Innovation Events Customer Retention 55

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Learn More. Learn More.

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Sports 2009 2022 Financial 71

Lumoa

MARCH 21, 2023

I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” I hold nothing back.

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Books Customer Experience Chief Customer Officer Customer Experience Management 94

One Millimeter Mindset

JULY 18, 2018

Customers hear from your organization a lot, in addition to hearing from every other organization they do business with. Looking for a speaker or workshop on customer experience and customer retention for your next association or organizational meeting or event? Contact me and let’s get started collaborating!

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Customer Experience Workshop Seminar Customer Retention 51

One Millimeter Mindset

SEPTEMBER 3, 2018

Also, professional experience focuses on how we have our customers’ backs. Consequently, professional experience is customer-focused, rather than self-serving. Far too many of us equate customer retention only with retaining customers in our own customer bases. Contact me.

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Article Workshop Customer Retention Innovation 50

One Millimeter Mindset

DECEMBER 17, 2018

And subsequently lose sight of our customer-focus. However, understanding how we reacted to the stuff which derailed our customer-focus – in the past – smooths out performance inconsistencies moving forward. Hire me to speak or conduct a workshop at your next corporate or association event. What would you add to it?

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Workshop Sales Customer Focused Blog 66

ShepHyken

JULY 25, 2018

Don’t deliver on the CX and the customer will find someone – or some company – that does. In many of our customer service workshops, we do an exercise where the participants answer a powerful question that helps them understand what makes them different: Why should someone do business with us? Follow on Twitter: @Hyken.

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Employee Experience Customer Experience Workshop Customer Service Training 91

Customer Guru

AUGUST 8, 2018

Carol Buehrens is a leading customer experience expert, best-selling author, and professional speaker. She has over 30 years of experience in the industry and is renowned for her powerful presentations and workshops. He is a highly influential freelance customer experience consultant and a CCXP. Chip Bell Follow @ChipRBell.

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Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Experience Investigators by 360Connext

MARCH 12, 2018

Sometimes becoming a more customer-focused organization happens with a few baby steps. Book A Customer Journey Mapping Workshop Train your leaders to bring the power of holistic journey mapping to their teams. Then soon enough, we begin resenting that other team – the one who makes our jobs more difficult.

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Customer Centricity Customer Journey Mapping Culture Workshop 137

ShepHyken

JULY 26, 2017

Customer service is the same way. In some of the workshops we present on service, there is an exercise where we ask the audience members to come up with the most common complaints they hear from customers. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

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Workshop Customer Service Training Presentation Customer Service 94

One Millimeter Mindset

DECEMBER 5, 2018

First, does employee-focus translate into customer-focus? Second, not every employee perceives their relationship with customers the same way. Fourth, how does an employee experience culture walk the talk, and walk the walk, as a collaborative customer-focused culture? Third, not all employees solve problems the same way.

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Engagement Culture Workshop Employee Experience 63