ShepHyken

JULY 5, 2021

My Comment: Let’s close out this weeks’ Top Five with an article that goes back to one of my favorite topics; culture. And I get to share one of my favorite lines: What’s happening to employees inside a business is felt on the outside by the customer. Top 10 Must-Read Customer Experience Books by Sofia Ohlson.

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Article 2021 Customer Service Loyalty Programs 155

ShepHyken

AUGUST 7, 2019

He informed them that the customer was no longer the first priority. Culture had replaced the customer as the top priority. Hsieh said, “Get the culture right, and we’ll deliver the customer experience we want our customers to have.”. The focus on culture is really a focus on people.

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ShepHyken

MARCH 4, 2020

If you’re reading this article the week it’s posted, then this is a sneak preview of a few of my favorite quotes from the book. Even if it’s after the book comes out, it’s not too late to “join” the Cult of the Customer—the cult you want to belong to! It takes constant training and practice. What do they mean to you?

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Books Loyalty Customer Service Training Customers 168

ShepHyken

AUGUST 9, 2021

10 Simple Steps Toward Delivering a More Convenient Customer Experience by Rolling Stone Culture Council. 10 Rolling Stone Culture Council members each shared one thing leaders can do to maximize convenience and create more happy customers. I even wrote an entire book devoted to this topic, The Convenience Revolution.

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2021 Article Customer Service Social Media 152

ShepHyken

MARCH 10, 2025

Gratitude in Action: How Top Entrepreneurs Recognize Their Teams on Employee Appreciation Day by Entrepreneurs’ Organization (Entrepreneurs’ Organization) Successful entrepreneurs know that when you treat employees well, they are more likely to treat your customers well. Is that a bad thing? Connect with Shep on LinkedIn.

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2025 Article Loyalty Programs Customer Service 70

ShepHyken

OCTOBER 15, 2019

How Small Things Can Impact Customer Service in a Big Way. They discuss her recent book, The 10 ¢ Decision: How Small Change Pays Off Big , which focuses on small, simple things leaders and team members can do to enact big, positive changes in their customer service. Small Change, Big Payoff with Laurie Guest.

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Books Customer Service Training Culture Presentation 21

ShepHyken

DECEMBER 26, 2018

That quote comes from Simon Sinek, author of the book, Start with Why. This quote makes me think about the different reasons behind why a customer chooses to do business with a company. The culture: This is the kind of organization you want to be affiliated with. “People don’t buy what you do; they buy why you do it.”

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Culture Customer Service Training Books Customers 134

ShepHyken

DECEMBER 20, 2018

But, how do you think a customer feels when we see the deal, then calls the company to ask for the same deal, and is told that it’s just for new customers? A successful customer experience strategy is a result of the company’s culture. Three C’s of Customer Service Success. Each year I read about 40 books.

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Article Customer Service 2018 Books 123

ShepHyken

OCTOBER 28, 2020

It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers. If you truly love your people, love your customers and love what you do, it shows.

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Culture Social Media Customer Service Training Customers 159

ShepHyken

SEPTEMBER 26, 2016

Make a Mouse: The Power of a Culture of Customer Experience Excellence by Joseph Michelli. The same can be said for great service cultures. Leaders are responsible for “creating the right environment” for world-class customer experiences to occur. Are you serving your customers or smothering them?

2016 123

2016 Article Customer Journey Mapping Customer Service 123

ShepHyken

MARCH 11, 2020

The smartest person in the world may not end up being a good cultural fit for a company. This explained the company culture and expectations of Disney employees, also known as cast members. The point is that Disney establishes upfront that learning about the company culture is a priority for new applicants. There’s a difference.

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Employee Experience Culture Customer Service Training Books 139

ShepHyken

FEBRUARY 6, 2019

My job is to talk to them about customer service. As part of my homework, Todd Hopkins, their CEO, shared the Office Pride Culture book. In his book, Delivering Happiness: A Path to Profits, Passion, and Purpose , Hsieh says he hires for those core values. Is this the culture that you want to be a part of?

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Books Culture Customer Service Training Brand Values 116

ShepHyken

MARCH 12, 2024

So, here are six ways to create an experience personality that will transform your company or brand from merely providing products and services to doing so with personality: Your Company’s Personality: I don’t care what you sell. It could be military equipment or comic books. How would you like them to describe you?

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Workshop Advertising Customer Service Training Books 157

ShepHyken

SEPTEMBER 30, 2020

It’s more than just the front line interacting with customers. If you have been following my work, you know my belief is that customer service is not a department—it’s a philosophy that is part of an organization’s culture and is everyone’s responsibility. The results? Fast , helpful and friendly. This is huge.

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ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. I wrote a book on it!) Here are my top five picks from last week.

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2019 Article Customer Service Competitive Advantage 113

ShepHyken

OCTOBER 17, 2018

Many books have been written about companies like Disney, Nordstrom, Ritz-Carlton and Apple. Think about how big these brands are and how they have woven their way into our culture. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Coming in third was Amazon.

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Social Media Customer Care Customer Service Training Brands 121

ShepHyken

SEPTEMBER 18, 2019

That’s why I’ve been intrigued for years by Cameron Mitchell’s philosophy—and also the title of his book— Yes is the Answer! For example, one of my favorite business strategies is “one to say YES and two to say NO” , which is all about empowering employees to say “ yes” to customers. It’s an attitude and a culture.

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Customer Service Training Document Culture Books 132

ShepHyken

OCTOBER 3, 2016

My Comment: If you’ve been following this column you will occasionally see me write about what’s happening on the inside of a company is felt on the outside by the customer. Stan Phelps, the author of the “Goldfish” series of books, shares insights from Southwest airlines. It’s all about creating the right culture!

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2016 Article Airlines Customer Service 125

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. Website : [link].

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2020 Customer Experience Magazine Consulting 132

Customer Guru

APRIL 10, 2018

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. A book that I dreamt to be totally different from the rest. We would be more than happy to help.

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Consulting Customer Service Customer Centricity Travel 110

Service Untitled

OCTOBER 11, 2010

Service Untitled The blog about customer service and the customer service experience. The recurring theme in the book centers around the Golden Rule; if you treat people well and the way you would like to be treated, they will do the same. Sharp begins the book with his personal story.

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Books Blog Hotels 2010 46

Experience Investigators by 360Connext

FEBRUARY 18, 2020

Free CX Courses: Free Customer Service Training by LiveChat. Sort-of-Free CX Courses: Customer Service Foundations by Jeff Toister. Writing Customer Service Emails by Leslie O’Flahavan. Rule #3: A good online training isn't any longer than it needs to be. let's get to the courses!

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Customer Experience Customer Journey Mapping Customer Journey Customers 35

ShepHyken

NOVEMBER 14, 2018

As most of you (hopefully know), my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible. In the book, there are six Convenience Principles with plenty of examples, and many of our followers have read my articles and watched my videos on these powerful concepts.

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Touchpoint Books Customer Service Training Customer Service 120

ShepHyken

APRIL 4, 2017

Jeff Toister Provides 3 Steps to Developing a Customer-Focused Culture. Nearly every company says that they want to have a customer-focused culture, but then why are so many companies lacking one? What are the steps that your company needs to take to be committed to becoming customer focused? They’re committed.

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Culture Customer Focused Books Customer Service 76

ShepHyken

OCTOBER 8, 2018

10 Examples Of Amazing Customer Service Departments For Customer Service Week by Blake Morgan. Forbes) These companies make customer service a crucial part of their culture, and it shows with rave reviews and happy customers. Good common sense tips to create a customer-focused culture.

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Article 2018 Customer Service Customer Retention 90

Michel Falcon Experience

JANUARY 16, 2020

Do you have plans to host a customer journey mapping workshop this year? Is it taking your customers too long to get in touch with your company which negatively impacts sales? When was the last time you updated your company’s customer service training material? Customer Journey Mapping. 2020 and Beyond.

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2020 Customer Journey Mapping Customer Experience Hospitality 88

Michel Falcon Experience

JANUARY 3, 2020

But, for me, that’s not an authentic People-First Culture business. Often, companies only provide customer service training for their frontline employees like customer care professionals and sales team members. Customer Service Skill #3. They pay lip service to be a People-First Culture leader.

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2020 Customer Service Culture Call Center 99

ShepHyken

SEPTEMBER 15, 2024

BONUS 10 Top International Customer Service Books by Paolo Fabrizio (Customer Service Culture) After reading them, I’m sure that you’ll enjoy great insights and inspiration. That’s why I’m glad to share my selection of 10 top customer service books. Connect with Shep on LinkedIn.

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Article Loyalty Programs Customer Service 2024 86

ShepHyken

MAY 1, 2019

Just opening the box of an Apple product is an incredible customer experience. Ace Hardware: I love this company so much I featured them throughout an entire book. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. This is one of America’s most iconic brands.

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Customer Service Brands Advertising Customer Service Training 126

ShepHyken

JANUARY 10, 2022

The author of this article, Joseph Michelli, also wrote the book that explains the “secrets” behind the way Mercedes-Benz delights its customers. He’s done the research, and if take the time to read this article (and his book), you’ll find ways to delight your customers, as well. Follow on Twitter: @Hyken.

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Article 2022 Customer Service Loyalty Programs 80

ShepHyken

AUGUST 6, 2018

Building a Servant-Led Culture by Art Barter. SmartBrief) Culture — every organization has one. Is your culture thriving? My Comment: The success of an organization starts with leadership defining the culture. This article shows how the author bought a company with a failing culture and turned it around.

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Article Customer Service Social Media 2018 67

ShepHyken

APRIL 12, 2021

It’s a great concept as long as the “under promise” part is not such a low bar that the customer is unimpressed. My friend Josh Linkner, who has a new book coming out next month titled Big Little Breakthroughs , takes an innovative look at this concept. Then there is the concept of “Over Promise and Over Deliver.”

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Article 2021 Competitive Advantage Customer Service 86

ShepHyken

JULY 25, 2016

The 27 Best Customer Service Books by Mathew Patterson. Help Scout) If you’re starting, growing or working in a customer service team, we’ve collected the books we think are most worth your valuable time. My Comment: Looking for a “summer reading” business book? My Comment: Here is a bonus article. (So,

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2016 Article Customer Service Books 78

ShepHyken

DECEMBER 19, 2018

I get new magic books and props in here every week. 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. If I’m wrong, send it back.”.

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Customer Service Training Reference Customers Books 123

ShepHyken

JUNE 8, 2016

Customer Service Culture. There are a number of reasons that companies fail at customer service. As I read dozens of articles each week, numerous books on the topic throughout the year, as well as conduct some of my own research, there are some very clear reasons. Good people are in the wrong jobs.

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Customer Service Culture Customer Service Training Definition 90

ShepHyken

APRIL 11, 2018

While it’s not that inconvenient to walk across the street from the parking lot to the building, not giving the closer parking spots to customers sends a message – not to the customers, who may or may not notice, but to the employees. I could write a small book about that discussion. We had a tough discussion about his people.

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Customer Focused Touchpoint Banking Culture 105

ShepHyken

DECEMBER 26, 2016

Management doesn’t even realize or acknowledge that internal customers exist. My Comment: The internal customer is just as important (if not even more so) as an outside customer. This article looks at the internal customer and the process behind delivering better internal service. Follow on Twitter: @Hyken.

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2016 Article Chief Customer Officer Customer Service 83