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?

Books 168

Books Loyalty Customer Service Training Customers 168

ShepHyken

JULY 5, 2021

They may even make you rethink how you email your customers. 7 ways leaders can model great customer service by Jeff Toister. Toister Solutions) You have to walk the talk if you want your employees to be customer-focused. Top 10 Must-Read Customer Experience Books by Sofia Ohlson.

Article 156

Article 2021 Customer Service Loyalty Programs 156

ShepHyken

AUGUST 11, 2021

Don’t get me wrong, I love repeat customers, and we absolutely want them. Repeat customers are very desirable. I write about this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. As a business, you should do everything you can do to get the customer to come back.

Loyalty 174

Loyalty Books Customers Customer Service Training 174

ShepHyken

NOVEMBER 4, 2020

It turns out she could follow a recipe and had bought a book that had 365 chicken recipes—one for each day of the year. Then there is the solution or resolution to the customer’s issue. It’s like my mom’s chicken recipe book. I thought my mom was the greatest cook in the world. She could make the best chicken. The post Winner!

Customer Service Training 151

Customer Service Training Social Media Customer Service Representative Books 151

ShepHyken

MARCH 24, 2021

This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. We’re revisiting that topic with a fresh point of view.

Measurement 160

Measurement Net Promoter Score Customer Satisfaction Books 160

CloudCherry

AUGUST 22, 2019

Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. He is also the creator of The Customer Focus , a customer service training program which helps clients develop a customer service culture and loyalty mindset.

Travel 150

Travel Customer Service Training Books Culture 150

ShepHyken

SEPTEMBER 29, 2021

I even wrote a book, Amaze Every Customer Every Time , in which I used Ace as the role model example throughout the entire book. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. What if they looked beyond the competition? Follow on Twitter: @Hyken.

Hospitality 162

Hospitality Books Customer Service Training Leadership 162

ShepHyken

AUGUST 18, 2021

Seventy-five percent surveyed are more likely to be loyal to a company or brand that delivers a personalized customer experience. . If I had to book a flight on an airline, why would I choose one over another? Knowing your customers better than your competition knows them may be the differentiator that earns you their business. .

Airlines 174

Airlines Customer Experience 2021 Customer Service Training 174

ShepHyken

NOVEMBER 18, 2020

For example, pre-COVID-19 I was at an airport gift shop and bought a book. There was no cashier; just two kiosks for customers to self-checkout. When they opened their first store in early 2018, nobody thought that customers would not only want a people-less way to shop, but in the wake of COVID-19, desire and demand it.

Loyalty 149

Loyalty Books 2018 Customer Service Training 149

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

JANUARY 29, 2020

The story about the genie comes from the first chapter of the updated and revised edition of my book, The Cult of the Customer. If you liked it, you can preorder the book through my website, which will get you immediate access to the eBook free of charge, along with another special gift. Follow on Twitter: @Hyken.

Books 157

Books Customer Service Training Sales Article 157

ShepHyken

JULY 14, 2021

How do you say Yes to every customer request ? Is this customer service utopia? My friend Christine Trippi wrote a book titled Yes Is the Answer. And Cameron Mitchell, about whom I’ve written before, wrote a book with a similar title, Yes is the Answer. Is it possible? What is the Question ?

Hotels 171

Hotels Hospitality Transportation Customer Service Training 171

ShepHyken

SEPTEMBER 13, 2021

(CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. Customer loyalty refers to customers who have decided to continue to do business with a brand as a preference over that brand’s competitors. There’s a big difference.

Article 158

Article 2021 Customer Service B2C 158

Comm100

JULY 28, 2016

But now you can stop guessing, as we’re presenting you with some of the best customer service training advice in the industry from a seasoned professional, Ray Miller , who is the CEO of e-learning solution company The Training Bank and author of the book That Customer Focus. Download Now.

Customer Service Training 58

Customer Service Training Customer Service Download Definition 58

ShepHyken

APRIL 14, 2021

If all you do is compare yourself to your competitors, you may be missing your best opportunities to create the best experience for your customers. In my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I cover a six-step process to getting your customers to say, “I’ll be back.”

Books 152

Books Customer Service Training Leadership Customers 152

ShepHyken

DECEMBER 21, 2020

10 Customer Experience Books Worthy of Discussion in 2020 by Dan Gingiss. podcast is called Book Report, where we feature an important customer experience or customer service book and share it in a unique way. My Comment: One of my colleagues in the customer experience space is Dan Gingiss.

2020 124

2020 Article Customer Service Airlines 124

ShepHyken

FEBRUARY 24, 2021

Reducing friction is all about creating an easier experience for the customer. In my book, The Convenience Revolution , I identify six ways to create convenience. And, all of them focus on creating convenience and reducing friction for customers. The first, reducing friction, is tied to all five other principles.

Customer Service Training 156

Customer Service Training Innovation Books Technology 156

ShepHyken

OCTOBER 12, 2016

And, every once in a while he’ll promote his newest book or a public event he is producing. They actually refer to their store as a gallery, as their books are really works of art. I fell in love with the magic and circus poster books. I also love the books that feature musicians like the Beatles and the Rolling Stones.

Books 133

Books Social Media Communication Customer Service Training 133

ShepHyken

SEPTEMBER 1, 2021

Amazon revolutionized the book industry and eventually the entire retail industry. . Some of my B2B clients don’t think they have to meet Amazon’s level of service. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. That’s nothing new. Follow on Twitter: @Hyken.

B2B 151

B2B Healthcare Customer Service Training Retail 151

ShepHyken

FEBRUARY 3, 2021

Yet it is the doctor who insists they book – actually overbook – patients back-to-back. 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 Training 155

Customer Service Training Books Management Information 155

ShepHyken

AUGUST 9, 2021

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. Customers hate friction, and they will seek out the places that are easiest to do business with.

2021 153

2021 Article Customer Service Social Media 153

ShepHyken

APRIL 7, 2021

Now, if someone comes in to buy a book they saw on our website, we can access the online price through our register. 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.

Retail 146

Retail Customers Customer Service Training Books 146

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

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

DECEMBER 20, 2018

Create a game-changing experience for your customers, and in the process, make your competition irrelevant. Give A Valuable Gift: The Top 10 Business Books For 2018. Each year I read about 40 books. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Article 123

Article Customer Service 2018 Books 123

ShepHyken

FEBRUARY 14, 2022

Don’t miss the opportunity to create customer loyalty through an easy and hassle-free return policy. This article covers several important ways to deliver that return policy experience that fosters goodwill and gets customers to return again and again. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick.

Article 127

Article 2022 Customer Service Customer Service Training 127

ShepHyken

NOVEMBER 30, 2016

Jim Collins, author of the bestselling business book, Good to Great said, “Good is the enemy of great.”. A good customer service experience is doing what you are supposed to do. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. That’s expected. It’s just good.

Exceptional Customer Service 134

Exceptional Customer Service Customer Satisfaction Customer Service Social Media 134

ShepHyken

MARCH 15, 2021

I just wrote another book ( I’ll Be Back: How to Get Customers to Come Back Again and Again ), which is all about repeat customers. So, how do you calculate your customer retention rate? Customer service training needs to be on your short-term bucket list by Shaun Belding. It’s the price of admission.

Article 106

Article 2021 Customer Service Customer Service Training 106

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.

Touchpoint 120

Touchpoint Books Customer Service Training Customer Service 120

ShepHyken

OCTOBER 25, 2021

My Comment: As the title states, here is a list of 27 tools that could help you deliver a better customer service experience. You’ll find everything from software solutions to communication apps to customer support books and more. 10 Customer Service Quotes to Inspire Your Team by Sage Johnson.

Article 153

Article 2021 Customer Service 2026 153

ShepHyken

FEBRUARY 26, 2020

I even wrote a book devoted to exactly that: The Convenience Revolution. In my book, the first of the six “Convenience Principles” is to reduce friction. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com.

Customer Experience 119

Customer Experience Transportation Books Travel 119

ShepHyken

AUGUST 7, 2019

Entire books have been written about how to create a culture. 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 132

Customer Service Culture Customer Service Training Leadership 132

ShepHyken

APRIL 22, 2020

An example of this comes right out of my recently released book, the updated and revised version of The Cult of the Customer. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. If I did, this is what I meant by it: details are important. They must be purposeful.

Management 138

Management Customer Service Training Books Information 138

ShepHyken

APRIL 24, 2019

A while back, I interviewed Matt Dixon on Amazing Business Radio about the wonderful book he co-authored with Nick Toman called The Effortless Experience , where they cover the surprise and delight concept. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Books 120

Books Customer Service Training Customer Service Information 120

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

SEPTEMBER 12, 2016

20 Must-Read Books for Anyone Who Does Customer Service (UPDATED!) Groove) These books will change the way you look at customer support. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. by Len Markidan. Follow on Twitter: @Hyken .

2016 115

2016 Article Customer Service Books 115

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.

Customer Service 127

Customer Service Brands Advertising Customer Service Training 127