ShepHyken

MARCH 5, 2024

The distinction between merely conducting business with a company and truly experiencing it lies in the unique personality and engagement the company and its employees bring to every interaction. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Entertainment 84

Entertainment Workshop Customer Service Training Connections 84

ShepHyken

MAY 5, 2024

8 customer service trends to know in 2024 by Martha Kendall (SproutSocial) Customer service trends in 2024 are all about meeting your customers where they are, personalizing your interactions and reaching a resolution as efficiently as possible. Connect with Shep on LinkedIn.

2024 73

2024 Article Customer Service Social Media 73

ShepHyken

SEPTEMBER 5, 2023

I’m talking about a result that does three things: The customer’s problem, issue or question is resolved or answered. How the interaction is managed ideally leads to the third result, which is the ultimate level of happiness in problem-solving. Connect with Shep on LinkedIn.

Customer Service 86

Customer Service Workshop Customer Service Training Definition 86

ShepHyken

MAY 5, 2024

8 customer service trends to know in 2024 by Martha Kendall (SproutSocial) Customer service trends in 2024 are all about meeting your customers where they are, personalizing your interactions and reaching a resolution as efficiently as possible. Connect with Shep on LinkedIn.

2024 65

2024 Article Customer Service Social Media 65

ShepHyken

JUNE 13, 2023

My version of this is what I refer to as the Loyalty Question : What am I doing right now that will make this customer want to do business with us again the next time they need what we sell? Every interaction with a customer becomes your CX judgment day, especially when there is a problem or complaint.

Management 76

Management Workshop Interaction Customer Service Training 76

ShepHyken

DECEMBER 12, 2023

It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Sales 95

Sales Customer Experience Workshop Customer Service Training 95

Comm100

JUNE 30, 2016

According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.” ” And customer service training is vital to maintaining excellent customer relations. Image source: ALISON.

Customer Service Training 60

Customer Service Training Customer Service Seminar Banking 60

ShepHyken

SEPTEMBER 13, 2023

Customer service really drove the customer experience. That was during a time when the main way customers interacted with the companies they did business with was with people-to-people interactions. A customer could visit a store or business. and interact during the TV show.

Customer Service 71

Customer Service Customer Experience Workshop Social Media 71

ShepHyken

MAY 16, 2023

The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. This can include follow-up from the salesperson, dealing with customer service for a problem, or any interaction you have with the company or brand after the sale is made.

Customer Service 121

Customer Service Advertising Workshop 2022 121

ShepHyken

AUGUST 8, 2023

What experience do your customers have with your website? This is what customers experience when they interact with your company online. We must manage the DX if we want our customers to have a good CX.  These got my imagination going, and I decided to share a few others that I’ve come up with: NX is for the nap experience.

Workshop 117

Workshop Customer Service Training User Experience Presentation 117

ShepHyken

SEPTEMBER 26, 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 138

Customer Service Social Media Workshop Customer Service Training 138

Up Your Service

FEBRUARY 5, 2020

What if we took your passion for developing and Certifying Coaches all over the world and connected it with our expertise in certifying Uplifting Service leaders ? What if we took your love of presentation and interaction and questions and answers and we connected it with my passion for sharing best practice and next practice.

Workshop 52

Workshop Leadership Seminar Events 52

ShepHyken

MAY 26, 2024

And even if you don’t use NPS, some of these ideas cross over into other survey questions you might use to evaluate your company’s customer experience. What Is Ecommerce Customer Experience (CX)? Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

2024 76

2024 Net Promoter Score Article Customer Service 76

ShepHyken

MAY 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.

Sports 132

Sports Hospitality Workshop Reference 132

ShepHyken

DECEMBER 19, 2023

Here are the steps she took to resolve the problem: She went to the company’s website and clicked on customer support. After interacting with the chatbot briefly, the bot wrote, “Let me transfer you to an agent,” moving from a chatbot to live chat. Connect with Shep on LinkedIn.

Customer Centricity 88

Customer Centricity Workshop Customer Service Training Definition 88

ShepHyken

APRIL 28, 2024

4 Emerging Customer Journey Trends to Test by Applause (Applause) Our modern day tech evolution has enabled new ways for customers to interact with brands — and vice versa. My Comment: AI continues to be the most talked-about and written-about topic in customer service and CX. Connect with Shep on LinkedIn.

2024 71

2024 E Commerce Article Loyalty Programs 71

ShepHyken

JANUARY 3, 2024

The companies that are most convenient will consistently win. TAKE ACTION: Sit down with your team and find ways to eliminate friction for your customers. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

2024 96

2024 Customer Service Workshop Customer Service Training 96

ShepHyken

NOVEMBER 21, 2023

Look at every interaction point a customer has with your organization and ask, “Is there a way to make it better?” While there may not be a better way today, keep asking the question; you might find one over time. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Airlines 86

Airlines Workshop Customer Service Training Customer Service 86

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.

Article 79

Article 2024 Customer Service Airlines 79

ShepHyken

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. The author prompted the chatbot with a question about personalization versus real-time interaction management. Does no one want to see change?

Article 61

Article Customer Service 2023 Loyalty Programs 61

ShepHyken

JULY 19, 2023

I didn’t want to contradict him, but I needed the audience to understand that it is impossible to go above and beyond with customers at every interaction. Sometimes meeting expectations is a perfect experience.  In my customer service keynote speeches , I talk about Managing the Moment.

Management 62

Management Workshop Customer Expectations Customer Service Training 62

ShepHyken

MARCH 4, 2024

by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!) that a customer has with an organization over the life of the “relationship” with that company… and, more importantly, the feelings, emotions, and perceptions the customer has about those interactions.

2024 61

2024 E Commerce Article Customer Service 61

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.

Customer Service Training 73

Customer Service Training Fashion Workshop Reference 73

ShepHyken

MARCH 25, 2024

How to Leverage AI for a Better Customer Experience by Hasan Saleem (FastCompany) The intersection of AI and customer experience has paved the way for innovative, efficient, and personalized interactions between businesses and consumers. The stakes are high and the opportunities are endless. Connect with Shep on LinkedIn.

2024 79

2024 Article Hotels Loyalty Programs 79

ShepHyken

FEBRUARY 18, 2024

For me, customer service is more than support. It’s the interactions customers have with employees – all employees. I do like the customer experience definition, which is every touchpoint from the first interaction until the customer is no longer doing business with you. It’s not a department.

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2024 Article Customer Service Net Promoter Score 62

Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. Kate, what was your first job and what did you learn about customer service in it?

Workshop 152

Workshop Customer Service Training Government Blog 152

ShepHyken

JANUARY 14, 2024

Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. Seriously, you’ll find some good reminders in this article that you may want to share with anyone who interacts with customers (including internal customers). Connect with Shep on LinkedIn.

2024 58

2024 Article Customer Service Retail 58

ShepHyken

JANUARY 14, 2024

Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. Seriously, you’ll find some good reminders in this article that you may want to share with anyone who interacts with customers (including internal customers). Connect with Shep on LinkedIn.

2024 56

2024 Article Customer Service Retail 56

ShepHyken

OCTOBER 9, 2023

5 Elements to Maintaining Consumer Trust in Today’s Experience Economy by Barbara Holzapfel (Fast Company) Earning customer trust does not require a complex strategy, but it needs a thorough understanding of the customer and a strong desire to deliver truly differentiated and empathetic experiences. Connect with Shep on LinkedIn.

2023 64

2023 Article Customer Service Airlines 64

ShepHyken

DECEMBER 17, 2023

20 Simple Strategies To Positively Transform Customer Experiences by Forbes Business Council (Forbes) In the business world, going after “low-hanging fruit”—the easily attainable yet impactful strategies that can make a significant difference in your business trajectory—is a great way to earn some quick wins.

Article 61

Article Customer Service 2023 Customer Centricity 61

ShepHyken

JANUARY 7, 2024

Taking Customer Service to the Next Level With Customer-Centricity by Phil Geldart (Quality Digest) Customer service involves those everyday interactions between customers and the frontline employees whose job it is to greet them, wait on them, ring up their purchases, or otherwise engage them directly.

2024 68

2024 Article Customer Service Contact Center 68

ShepHyken

DECEMBER 24, 2023

His appointment as the chief experience officer coincided with the company’s strategic rebranding to Bobby Jones Links, signifying a commitment to a culture that prioritizes both employee and customer experiences. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 64

Article 2024 Customer Service 2023 64

ShepHyken

OCTOBER 1, 2023

Speed Doesn’t Equal Success: The Limitations of AHT as a KPI by Othmar Mueller Von Blumencron (VIPdesk Connect) While top-notch products and services remain vital, the spotlight in recent years has undeniably shifted to the customer experience as a pivotal factor distinguishing one brand from another. Connect with Shep on LinkedIn.

Article 66

Article Customer Service 2023 2024 66

ShepHyken

AUGUST 6, 2023

The 11 Customer Service Skills You Need to Succeed in Any Industry by CX Network Editor (CX Network Editor) In the last few years we have witnessed an acceleration of technologies that remove friction from customer interactions, partly thanks to the Covid-19 pandemic. as of 2023 and minimum federal wage of $7.25

Article 62

Article 2023 Customer Service Magazine 62

Comm100

DECEMBER 19, 2017

Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase. These enlightened customers demand a certain quality of interaction and service from your company. Identifying gaps in the customer experience.

Customer Experience 117

Customer Experience Download Workshop Metrics 117

ShepHyken

NOVEMBER 27, 2023

Instead, the machine can become the co-pilot to a powerful interaction with the customer – one that gives the front-line customer service and sales reps tools that they can use to deliver a personalized and better CX. I want to reinforce a big point of the article. Connect with Shep on LinkedIn.

Article 70

Article 2023 Customer Service Net Promoter Score 70

Myra Golden

MARCH 19, 2017

Every interaction your employees have with customers is an opportunity to make the customer experience easy, helpful and friendly. I was sitting in my office listening to recorded calls from one of my clients, as I often do ahead of a customer experience workshop. On one call a customer said, “Hi Paul!

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Workshop Airlines Customer Service Training Customers 86