ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. Customer service expert Chip Bell sets the stage with a story. Package” by Chip Bell.

2021 154

2021 Article Customer Service Guest Experience 154

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. QUI CUSTOMER SERVICE LEADERSHIP STRATEGY.

Social Media 167

Social Media Customer Service 2025 Customers 167

ShepHyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. Fred Reggie) Take a look at your business and ask yourself, “Does our business serve our customers or does it serve us?

Article 67

Article Net Promoter Score 2022 Customer Service 67

ShepHyken

AUGUST 2, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Experience Strategies to Annoy or Delight Your Customers by Phil Britt. CMSWire) Let’s be frank: no company goes out of its way to produce miserable customer experiences. Follow on Twitter: @Hyken.

Article 90

Article 2021 Customer Service Hospitality 90

Micah Solomon

OCTOBER 18, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. What is internal customer service–a good, workable definition? email, chat, web).

Customer Service Training 40

Customer Service Training Customer Service Hospitality Consulting 40

Bill Quiseng

FEBRUARY 7, 2024

Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. This is not a customer service training class. Training is finite, usually one to three days. And training is top-down, one-way “I know everything, you know nothing” instruction. Welcome to CX 101.

Customer Service Training 78

Customer Service Training B2C Hospitality B2B 78

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Hospitality Net) We are officially on the eve of a new year, already moving through the holiday season at the signature blink-and-you-might-miss-it pace that is seemingly synonymous with this time of year.

Article 69

Article 2022 Customer Service Hospitality 69

ShepHyken

NOVEMBER 3, 2021

While he’s in the hospitality industry, this could apply to any type of business. There have most likely been times that many of us have fallen short in taking care of our customers. I think you’ll agree that you don’t have to be in the hotel or hospitality industry to benefit from answering these questions.

Hospitality 164

Hospitality Hotels Customer Experience Feedback 164

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: If you’ve been following my work, then you know I’m a huge fan of the employee experience driving the customer experience, which is what this article is about. Here are my top five picks from last week.

Article 62

Article 2024 Customer Service 2023 62

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. by Max Starkov.

2021 71

2021 Article Customer Service Hospitality 71

ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. Cramer sat down with Apple’s SVP of services Eddy Cue earlier Tuesday at the inaugural CNCB CEO Summit in Santa Barbara. Driving accelerated, sustainable growth while delighting customers is a complex puzzle.

2023 64

2023 Article Customer Service Books 64

Comm100

APRIL 24, 2018

As a manager or trainer of a customer service team, you’ll know that excellent customer service teams aren’t born that way. Learning and training are at the heart of teams who are united in vision, strive for excellence and deliver the best customer experiences. Why is that? Source: YouTube. Source: YouTube.

Customer Service Training 48

Customer Service Training Customer Service Communication Download 48

ShepHyken

MAY 24, 2023

A hospital may be known for its compassionate treatment and commitment to taking care of its patients, but if patients are in great pain, they may not be able to “enjoy” the experience you provide. So do your best, and remember, sometimes customers are just having a bad day! Connect with Shep on LinkedIn.

Sports 130

Sports Hospitality Workshop Reference 130

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Harvard Business Review) Most people believe — and research backs them up — that great customer experience drives revenue growth. Hospitality Net) Why do so many hotel loyalty programs fail? Follow on Twitter: @Hyken.

Article 64

Article 2022 Loyalty Programs Customer Service 64

ShepHyken

MARCH 2, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2020 105

2020 Article Customer Service Hospitality 105

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. Excellent Customer Service? My Comment: Let’s take a lesson from the hospitality industry.

Article 139

Article 2020 Customer Service Loyalty Programs 139

ShepHyken

DECEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. customer experience, I had the pleasure of interviewing A.J. Follow on Twitter: @Hyken.

2021 69

2021 Article Customer Service 2022 69

ShepHyken

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. I call it The Convenience Revolution , and I’ve written an entire book about it and how you can use convenience to take your customer service to the next level. Save the Customer. Here’s Why.

Article 79

Article 2018 Customer Service Hospitality 79

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales.

Article 67

Article 2022 Customer Service Loyalty Programs 67

ShepHyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? Here are 100 of the strangest things retailers have been asked by customers. Here are my top five picks from last week. by Jon Picoult.

Article 88

Article 2021 Customer Service Retail 88

ShepHyken

APRIL 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals.

Article 100

Article 2019 Customer Service Hotels 100

Michel Falcon Experience

JANUARY 3, 2020

Continuously provide superior customer service skills education/workshops to ALL employees. In thinking about the year to come, I’ve identified three customer service skills that I believe your employees can learn from. These are the same three customer service skills that I will be sharing with my team in 2020.

2020 99

2020 Customer Service Culture Call Center 99

ShepHyken

JULY 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. 10 Best Things about Customer Contact Week 2019!

2019 114

2019 Article Customer Service Social Media 114

ShepHyken

JULY 14, 2021

How do you say Yes to every customer request ? Is this customer service utopia? Both of these authors have a hospitality background. The idea is that they come up with ways to take care of a customer, but if they feel they are forced to use, “No” for an answer, they go to their manager or supervisor for support.

Hotels 168

Hotels Hospitality Transportation Customer Service Training 168

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. Customer Service Acronyms You Need to Know. So, what can companies do to improve customer service?

Customer Service 136

Customer Service E-support Customers Sales 136

ShepHyken

SEPTEMBER 18, 2017

Each week I read a number of customer service articles from various online resources. 3 Techniques to Help you Really Understand your Customers by Shay Namdarian. Every employee – and that includes top executives – should experience what every customer experiences. Here are my top five picks from last week.

2017 81

2017 Article Customer Service Hospitality 81

ShepHyken

SEPTEMBER 29, 2021

Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. The Ritz-Carlton has a team of trainers that companies hire to learn the secrets of creating world-class hospitality and service. Other brands have gone down this path. Follow on Twitter: @Hyken.

Hospitality 154

Hospitality Books Customer Service Training Leadership 154

ShepHyken

JANUARY 8, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Predictions for 2023 by Dan Gingiss (Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts? Look no further!

2023 48

2023 Article Customer Service Hotels 48

CSM Magazine

AUGUST 29, 2022

A customer service advisor should have strong communication skills, both written and verbal. They should be able to speak clearly and confidently, and also be able to listen attentively to customers. Customer service basics. Providing good customer service is essential for any business, large or small.

Customer Service 52

Customer Service Hospitality Communication Customers 52

Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The standard level of customer service at most modern companies is reactive. Image that you’re a manager at a hotel.

Leadership 68

Leadership Customer Service Seminar Hospitality 68

Michel Falcon Experience

APRIL 7, 2020

I want every business professional to learn the difference between customer service vs. customer experience. Customer Service. How I define customer service to our team, anyone that I keynote speak for or someone who purchases my online course is quite simple, Customer service are actions.

Customer Service 88

Customer Service Customer Experience Net Promoter Score Hospitality 88

ShepHyken

OCTOBER 5, 2020

Each week I read a number of customer service and customer experience articles from various resources. Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. Sharpen Technologies) 2020 didn’t cancel National Customer Service Week. Are You Delivering Concierge Customer Service?

2020 65

2020 Article Customer Service Hospitality 65

ShepHyken

NOVEMBER 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! by Deeksha Dadu.

Article 85

Article 2018 Customer Service Customer Centricity 85

Michel Falcon Experience

JANUARY 16, 2020

Why Doesn’t Every Company Have a Customer Experience Strategy? Just like any financial endeavor, when you invest in customer experience strategies to improve your customer service, user experience, call center and more, the results take time. Do you have plans to host a customer journey mapping workshop this year?

2020 88

2020 Customer Journey Mapping Customer Experience Hospitality 88

ShepHyken

OCTOBER 3, 2016

Each week I read a number of customer service articles from various online resources. Customer Service Week: Appreciating Clients and Employees Gives You an Edge by Sandra Idossou. My Comment: This week is International Customer Service Week. Here are my top five picks from last week.

2016 123

2016 Article Airlines Customer Service 123

Michel Falcon Experience

OCTOBER 21, 2019

Sometime today or tomorrow you’re going to receive bad customer service from a company that you do business with. Immediately you will feel the effects of bad customer service. These companies are focused on customer acquisition through PPC, Facebook ads, expensive sales seminars, influencer marketing and more.

Customer Service 111

Customer Service Customer Journey Mapping Customer Centricity Advertising 111

ShepHyken

JULY 31, 2017

Each week I read a number of customer service and experience articles from various online resources. Today, however, we’d like to focus on a few hotels that decided to up their game and take hospitality to the next level. Great insights from Customer Gauge. Here are my top five picks from last week.

2017 0

2017 Article Net Promoter Score Customer Service 0