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. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken.

Customer Service 174

Customer Service Customer Service Training Customers Books 174

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out.

Culture 113

Culture Customer Centricity Sports Definition 113

ShepHyken

JULY 10, 2019

I first came across this idea in the book Moments of Truth by Jan Carlzon , which I consider one of the most important books written on customer service. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Hotels 131

Hotels Books Document Customer Service Training 131

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is consistently helping his clients create a magical customer experience like Disney.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ShepHyken

MAY 21, 2018

(QSR) In the fight to win back its brick-and-mortar customers, Starbucks is leveraging technological and experiential methods. My Comment: Starbucks is a leader in customer service and experience. Books have been written about the Starbucks experience. Because bad customer service is bad for your reputation.

2018 83

2018 Article Customer Service Customer Service Strategies 83

ShepHyken

AUGUST 17, 2022

Then I read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. The post What Mixed Signals Do You Send Your Customers?

Airlines 138

Airlines Books Advertising Customer Service Training 138

ShepHyken

NOVEMBER 2, 2022

I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues. With that, An important goal of a good customer experience is to make the customer feel special.

Customer Service Training 134

Customer Service Training Customer Retention Customers Sales 134

ShepHyken

NOVEMBER 17, 2021

Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t? Here’s a question, and I think I know the answer. Follow on Twitter: @Hyken.

Fashion 131

Fashion Interaction Airlines Customer Service Training 131

ShepHyken

JUNE 2, 2021

Be Easy to Do Business With: In my customer service keynote speeches , I often ask the audience, “What is the easiest company on the planet to do business with?” I’ve written an entire book on this topic, The Convenience Revolution , which teaches six principles on how to be convenient. Almost everyone answers, “Amazon!”

Retail 141

Retail Books Advertising Customer Service Training 141

CSM Magazine

FEBRUARY 9, 2023

Eventually, this can lead to increased customer satisfaction and potentially higher ratings or recommendations that can help improve visibility and boost bookings. Establishing relationships with influencers or travel bloggers who promote tourism in your area can bring in more bookings.

Customer Focused 52

Customer Focused Tourism Travel Hospitality 52

ShepHyken

FEBRUARY 13, 2019

One of my favorite gifts I ever gave was a book by a friend’s favorite author. But not just any book. I found a first edition autographed copy of the book. A customer appreciation event: These can be fun yet also expensive. The post Five Ways to Say Thank You to Your Customers appeared first on Shep Hyken.

Fashion 128

Fashion Books Events Customer Service Training 128

ShepHyken

MARCH 23, 2022

In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again I cover the concept of being nice. I joke that I’ve written eight books on being nice. After all, isn’t that a big part of customer service? They are a big part of why customers say, “I’ll be back!” .

Books 131

Books Customer Service Training Reference Presentation 131

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 640

Automotive Competitive Advantage Customer Service Training Customer Service 640

ShepHyken

NOVEMBER 9, 2022

Those are questions I asked Bill Price, Amazon’s first global vice president of customer service and the founder and president of Driva Solutions. When Price was interviewing for the job at Amazon, Bezos asked, “What’s your definition of customer service?” That’s truly customer-focused! .

Competitive Advantage 75

Competitive Advantage Books Customer Focused Customer Service Training 75

ShepHyken

NOVEMBER 7, 2016

The Customer Advocacy Playbook: How to Create, Manage, and Grow an Effective Brand Advocacy Campaign by Sujan Patel. It’s actually a short “play book.” The author has shared a wealth of information on how to create customer advocacy. WebProfits) Who, or what, is responsible for bringing new business through your door?

2016 125

2016 Article Customer Service Loyalty 125

ShepHyken

DECEMBER 11, 2019

Who doesn’t love fast service? Jimmy John’s , the fast-food chain known for “freaky fast” service and delivery, knows how much customers appreciate speed. Take a leaf out of their book by finding ways to be freaky fast for your customers. Do something special for Get to Know Your Customer Days.

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2020 Customer Service Fashion Customer Service Training 118

ShepHyken

NOVEMBER 7, 2018

I wrote the book, The Convenience Revolution , and identified six “Principles of Convenience,” one of them being delivery. I included Domino’s as a case study in the book, but guess what? Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

2008 96

2008 Books Customer Service Training Technology 96

ShepHyken

NOVEMBER 15, 2021

Ace Hardware Goes Thanksgrilling in Customer Service Strategy by Judy Mottl. Retail Customer Experience) Ace Hardware is going all out in stores this Thanksgiving to help customers not only find the right grill equipment but also chef tips on making the feast a success. They want proof in the form of ROI.

Article 78

Article 2021 Customer Service Metrics 78

Michel Falcon Experience

OCTOBER 21, 2019

This is a testament to their seamless customer experience that has us buying more and more every year. Amazon started off as a small, garage-operated website, they earned our trust by selling books. Today, they have Amazon Web Services (AWS), Amazon Basics and more. Do they have soft skills? Are they humble? Are they kind?

Customer Service 111

Customer Service Customer Journey Mapping Customer Centricity Advertising 111

ShepHyken

AUGUST 15, 2018

Let’s assume you are customer focused and your organization is providing a level of customer service that earns consistent high scores. In addition to the great service, be easy and convenient to do business with. So, here’s a twist on the typical one thing question. Where can you go from here?

Net Promoter Score 90

Net Promoter Score NPS Banking Travel 90

ShepHyken

APRIL 27, 2022

He had been reading my customer service articles for several years. It was an easy decision for him to say, “You’re booked!” . Several conferences and bookings later, we laughed about how he almost canceled me before the first booking.? . He watched my speaker demo video. Follow on Twitter: @Hyken.

Books 71

Books Customer Service Training Demo Customer Focused 71

Thematic

MARCH 20, 2025

" This means businesses that adopt AI-driven text analytics can tap into cutting-edge technology to make customer-focused decisions faster and more accurately. How It Works: AI scans customer reviews, support tickets, and survey responses, identifying recurring themes. It highlights emerging concerns (e.g.,

Customer Service 62

Customer Service E-support Feedback Insights 62

ShepHyken

OCTOBER 28, 2019

How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. Freshdesk) Building an airtight customer service strategy is the best way to weather the demands of today’s savvy customers. I have added my comment about each article and would like to hear what you think too.

2019 54

2019 Article Customer Service Loyalty Programs 54

ShepHyken

JUNE 4, 2018

My Comment: We wrap up this week’s Top Five with a book review of one of my favorite customer service books to come out this year. Jay Robb reviews “Make Mom Proud” by Jeanne Bliss and shares eight great tips from the book.

Article 77

Article 2018 Customer Service Airlines 77

ShepHyken

SEPTEMBER 19, 2018

For example, one of the top complaints we hear from our clients is the books they order didn’t show up. 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.

Hotels 24

Hotels Workshop Customer Service Training Books 24

ShepHyken

JANUARY 29, 2018

The aim is to modernize customer services. My Comment: Here is a great interview with Joshua March, the CEO and co-founder of Conversocial, and the author of the upcoming book “Message Me.” Here are a few simple, yet effective, tips on how you develop your customers to want to do business with you.

2018 98

2018 Article Customer Service Social Media 98

ShepHyken

AUGUST 31, 2022

When he eventually became a famous novelist, he printed the insignia “ad Astra per alas porci” on every book he wrote, which loosely translated means, “to the stars on the wings of a pig.” In addition, in some of his books, he added the image of a flying pig, which he called “Pigasus.” Pegasus is a mythical winged flying horse.

Hospitality 71

Hospitality Books Presentation Customer Service Training 71

ShepHyken

JUNE 6, 2022

My Comment: Regardless of the industry you and your company might be in, a good customer service strategy is to have a “hospitality mentality.” For example, a customer may not use a website to book a hotel room with you, but they might use it to buy your product. Adapt them to work for your industry.

Article 71

Article 2022 Customer Service Loyalty Programs 71

ShepHyken

MAY 17, 2021

(destinationCRM) When you add together a year that turned marketing on its head, a rise in consumer expectations for how brands engage with them, and growing angst and regulation around data privacy, there’s no denying that brands must prioritize customer retention efforts in 2021. Customer Retention is more important than ever.

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2021 Article Customer Service Customer Retention 88

CSM Magazine

FEBRUARY 13, 2020

The training should include your company’s philosophy and make clear your customer service vision and mission. Disney is a good example of customer focused employee on-boarding. That way you’ll gain the customer’s respect and your company’s reputation will remain intact. Encourage customer complaints.

Customer Service 80

Customer Service Social Media Culture Books 80

ShepHyken

DECEMBER 6, 2021

My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department. My Comment: It should be every organization’s goal to create a customer experience that people want to share. Sharable means customers talk about you and recommend you, and who doesn’t want that?

2021 71

2021 Article Customer Service 2022 71

ShepHyken

MARCH 21, 2023

Use the customer’s name. In the 1936 book How to Win Friends and Influence People , Dale Carnegie wrote, “Remember that a man’s name is, to him, the sweetest and most important sound in any language.” Get more information on The Customer Focus ™ customer service training programs. Follow on Twitter: @Hyken

Customer Experience 71

Customer Experience Customer Service Training Books Customers 71

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. She recently wrote the book on customer understanding ! Aimee Lucas.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ShepHyken

OCTOBER 6, 2017

If you wish to dive deeper into stoicism, I recommend the books The Daily Stoic and The Obstacle is the Way. He and his team share tips about customer service and communication on the Userlike Blog. Read Shep’s latest Forbes Article: Customer Focus Inks Growth For Tattoo Industry: Mario Barth’s Six Secrets.

Blog 127

Blog Hospitality Presentation Article 127

ShepHyken

JANUARY 17, 2022

62 of the Best Quotes About Customer Experience by Steven Van Belleghem. Steven Van Belleghem) Always looking for original and creative insights about customer experience for my content channels, books, and keynotes, I often come across motivating quotes from peers about how to better treat customers.

Article 71

Article 2022 Customer Service Customer Journey Mapping 71

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. She recently wrote the book on customer understanding ! Aimee Lucas.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ShepHyken

MAY 16, 2022

How to Calculate: Customer Lifetime Value Formula (CLV) by ClientSuccess. ClientSucces) When a new customer joins your book of business, there are some things that are known right out of the gate. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2022 66

2022 Article Customer Service Net Promoter Score 66