Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 110

Customer Service Training Customer Service Contact Center Culture 110

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. That’s what I want you to do with your customers. Happy New Year! And for everything else, too!

Customer Service 157

Customer Service Workshop Customer Service Training Connections 157

Comm100

AUGUST 29, 2021

As storefronts have evolved, so too has customer service. Now more than ever, customers are empowered to expect more from businesses and get more in return. Customers expect flexibility across channels and a consistent experience no matter how they reach out. Be customer centric. Putting it all together.

Omnichannel 52

Omnichannel Customer Service Strategies Customer Service Social Media 52

ShepHyken

MAY 16, 2023

I like the title of this article, but perhaps a more appropriate title might be: Customer Service Is Like Being Married. The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. Connect with Shep on LinkedIn.

Customer Service 121

Customer Service Advertising Workshop 2022 121

Bill Quiseng

DECEMBER 13, 2021

That’s why a high customer retention rate is an important goal for many businesses. Excellent customer service is one of the best ways to achieve this goal. Customer retention supports long-term growth because it creates a loyal customer base. Why Does Customer Service Impact Retention?

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

ShepHyken

SEPTEMBER 26, 2023

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. Instead, I want to emphasize the last part of my response to the question: sometimes, customer service agents – and other employees – have different answers to the same questions. The problem is a training issue.

Customer Service 136

Customer Service Social Media Workshop Customer Service Training 136

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. There are at least three lessons we can learn from this story: Laziness: That should never be an excuse for providing poor customer service. However, she also made a mistake. What was it?

Travel 92

Travel Customer Service Airlines Poor Customer Service 92

ShepHyken

APRIL 11, 2023

The employees recognized that customer service is a team sport. It’s everyone’s job to make sure the customers leave happy. Unfortunately, I’ve also witnessed the opposite at a restaurant. Get more information on The Customer Focus ™ customer service training programs. I liked what I was seeing.

Sports 136

Sports Customer Service Customer Service Training Customers 136

ShepHyken

OCTOBER 12, 2022

We don’t have the budget to expand our customer support department. . Our annual customer service research shows that of all the ways customers reach out for customer support, social media channels like Twitter, Facebook, Instagram, and others are at the bottom of the list, but that doesn’t mean they should be ignored. .

Social Media 158

Social Media Customer Service Customer Care Customer Service Training 158

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. Plus, we gathered two examples from brands that are creating stellar customer experiences at scale. Plus, we gathered two examples from brands that are creating stellar customer experiences at scale.

Article 65

Article Customer Service 2024 2023 65

ShepHyken

SEPTEMBER 5, 2023

I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. But today’s answer is not just timely, but also timeless. Connect with Shep on LinkedIn.

Customer Service 84

Customer Service Workshop Customer Service Training Definition 84

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. When you do, you’ll have a better 2024 – and so will your customers! 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

JULY 21, 2021

In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. The shortest customer service speech ever …. “BE The post The Shortest Customer Service Keynote Speech Ever! Okay, here goes.

Customer Service 174

Customer Service Customer Service Training Customers Books 174

ShepHyken

OCTOBER 5, 2022

Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. She created an experience for her customer. She created an experience for her customer. This is where sales and customer service collide. Here’s the short version.

Sales 123

Sales Customer Service 2016 2017 123

ShepHyken

JANUARY 31, 2023

Being purposeful about little things that are expected and cost nothing – or next to nothing – can go a long way in getting a customer to think of your business as a first-class organization. Get more information on The Customer Focus ™ customer service training programs. Follow on Twitter: @Hyken

Customer Service 140

Customer Service Hotels Customer Service Training Reference 140

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Just as we want our customers to come back, we want our employees to stay.  . Keep those phones open for your customers!

2023 136

2023 Customer Service Customer Experience B2C 136

ShepHyken

JANUARY 20, 2021

Follow these simple steps and start to improve your customer service, even if it’s just by 1%! 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 Service 158

Customer Service Touchpoint Customer Service Training Reference 158

ShepHyken

AUGUST 5, 2020

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? Is it people who aren’t properly trained or don’t have the right people skills? We add one extra question: “How often does this happen?”

Customer Service 158

Customer Service Workshop Customer Service Training Customers 158

ShepHyken

APRIL 6, 2022

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?”

Customer Service 126

Customer Service Customer Service Training Retail Customers 126

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: . The post Back to Class: Shep’s Law of Customer Service appeared first on Shep Hyken.

Customer Service 121

Customer Service Customer Service Training Definition Customers 121

ShepHyken

JUNE 20, 2023

From these stories – and there are plenty more just like them – here are a few lessons we can take away: Customer Service Training: Many problems can be avoided with good customer service training. There is the soft-skill side of customer service, being friendly and empathetic.

Customer Service 67

Customer Service Customer Service Training Travel Entertainment 67

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. Small Business Trends) Customer service in the U.S.

2021 90

2021 Article Customer Service Social Media 90

ShepHyken

APRIL 16, 2024

What is the likelihood a customer would return if their customer service or CX rating of you was just … good enough ? Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Don’t be just good enough. Don’t be ordinary. Elevate the ordinary.

Workshop 150

Workshop Hotels Customer Service Training Books 150

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. by GISuser. Here’s Why.

2020 155

2020 Article Customer Service Airlines 155

ShepHyken

APRIL 13, 2022

Just out of college I started my career as a customer service expert. It was a chosen profession that had its roots in something that happened to me when I was younger, an event that caused me to become obsessed with customer service. . These lessons laid the foundation that ignited my passion for customer service.

Customer Service 131

Customer Service Customer Focused Customer Service Training Customers 131

ShepHyken

NOVEMBER 25, 2020

Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” Leadership defines the customer service and CX vision for everyone to follow. So, I’ve listed some of the essential ingredients. In the meantime, this is enough to get you started.

Customer Service 144

Customer Service Leadership Customer Service Training 2020 144

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). It’s not like companies purposely provide poor customer service.

Culture 106

Culture Customer Service Poor Customer Service Leadership 106

ShepHyken

APRIL 23, 2024

That creates confidence and increases overall customer satisfaction. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Routine Maintenance: You want to keep your car properly maintained with routine maintenance. Connect with Shep on LinkedIn.

Customer Experience 90

Customer Experience Customer Service Training Workshop Advertising 90

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. Here are my top five picks from last week.

2021 142

2021 Article Customer Service Government 142

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. 10 Important Components of a Social Media Customer Service Strategy by VHT MARKETING. The case is made in the first paragraph.

2021 93

2021 Article Social Media Customer Service 93

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. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. Here are my top five picks from last week.

Article 72

Article 2021 Customer Service Metrics 72

ShepHyken

APRIL 9, 2024

What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. So many companies and brands are trying to win customers over by delivering a better service experience. At least, it appears that way. They have learned from the best.

2024 140

2024 Workshop Customer Service Training Customers 140

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

Automotive 628

Automotive Competitive Advantage Customer Service Training Customer Service 628

ShepHyken

OCTOBER 3, 2023

I’ve said it before – I don’t agree with the saying that the customer is always right. Actually, I believe in the opposite, and it’s one of the concepts we teach in our customer service training workshops. It is this: The customer is NOT always right. … Connect with Shep on LinkedIn.

Workshop 152

Workshop Customer Service Training 2021 Customers 152

ShepHyken

DECEMBER 7, 2022

When a client is interested in engaging me to speak at their meeting, I’ll usually ask in our initial call, “Why is hiring a customer service speaker important to you at this time?”  . You need help from your customers. We should never let up in our continuous efforts to improve our customer experience.

Customer Service 77

Customer Service Customer Satisfaction Customer Service Training Customers 77

ShepHyken

APRIL 30, 2024

Customers don’t want or like complication, confusion, or friction. They want a customer-friendly experience, but they also want the overall experience to be convenient. My annual customer service and CX research includes some very compelling findings that will make you want to simplify your customers’ experience.

2009 84

2009 Entertainment Sports Workshop 84

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 117

2019 Article Social Media Customer Service 117