ShepHyken

DECEMBER 3, 2024

In my customer service and CX research (sponsored by RingCentral ), there is an entire section devoted to surveys, and two findings apply to this experience: 72% of customers say they never hear back from the company or brand after completing a survey. Connect with Shep on LinkedIn.

Workshop 84

Workshop Customer Service Training Feedback Customer Service 84

ShepHyken

OCTOBER 15, 2024

Good customer service becomes noticeable for two reasons: A company or brand can be known for amazing customer service and experience. Customers may notice the employees’ attitude, how easy they are to do business with and more. However, over time, customers will notice that there are never problems.

Customer Service 86

Customer Service Workshop Customer Service Training Definition 86

ShepHyken

MARCH 30, 2022

While, in general, helpful and friendly interactions get customers to come back, here’s another statistic from something more specific, which focuses on complaints. We asked, “When you have a problem or issue with a company or brand, which solutions do you prefer to help you solve your problem?” . Follow on Twitter: @Hyken.

Customer Service Strategies 69

Customer Service Strategies Customer Service Customer Service Training Customers 69

ShepHyken

DECEMBER 31, 2024

Id be Captain Amazing, working with clients who want to create amazing customer and employee experiences. Anything less than a consistent experience erodes confidence and trust in the company or brand. Whats your favorite metric to measure customer success? Whats the biggest CX challenge businesses face today? Consistency.

Customer Experience 91

Customer Experience Workshop Metrics Customer Service Training 91

Comm100

OCTOBER 11, 2017

This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Download Free. Clogged Queues. Lower Retention Rates.

Social Media 61

Social Media Customer Service Strategies Customer Service Download 61

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. Last week’s content was meant to get you thinking. Now, I want you to take action on the content.

Workshop 155

Workshop Advertising Customer Service Training Books 155

ShepHyken

SEPTEMBER 29, 2021

Other brands have gone down this path. 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. And they did.

Hospitality 160

Hospitality Books Customer Service Training Leadership 160

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. . Knowing your customers better than your competition knows them may be the differentiator that earns you their business. . You just have to understand the data. Consider this: .

Airlines 173

Airlines Customer Experience 2021 Customer Service Training 173

ShepHyken

AUGUST 19, 2019

(G2 Crowd) Providing great customer service is not a choice or luxury; it’s a standard your customers expect. Well, here are nine “how to not’s” to consider in your customer service strategy. If live chat and chatbots are part of your customer service strategy, read this article.

2019 121

2019 Article Customer Service Leadership 121

ShepHyken

JANUARY 7, 2025

The Secret to eBay’s Phenomenal Customer Experience with Derek Allgood : I had the pleasure of interviewing Allgood, eBays VP of global CX. Hearing from the guy in charge of CX for a globally recognized brand is fascinating! A Company Culture of Good with Chad Jensen : What is TCC? Connect with Shep on LinkedIn.

2024 78

2024 Article 2025 Workshop 78

ShepHyken

DECEMBER 21, 2020

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. According to Channels, after just one negative experience, 51% of customers will never do business with that company again. million customers.

2020 122

2020 Article Customer Service Airlines 122

ShepHyken

APRIL 9, 2024

So many companies and brands are trying to win customers over by delivering a better service experience. In my recent customer service and CX research (sponsored by RingCentral ), I included a question that would give us an updated number for this concept. And the reason is that they are just satisfied.

2024 145

2024 Workshop Customer Service Training Customers 145

ShepHyken

NOVEMBER 3, 2021

I would love to get some service-related feedback. My hotels have struggled this year with our service scores. In years past both of my locations were consistently in the top 30% of brands. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Hospitality 168

Hospitality Hotels Customer Experience Feedback 168

ShepHyken

SEPTEMBER 19, 2016

The Customer Service Strategies Behind Zappos’s Success by Sharpen. Sharpen) The power behind the Zappos brand and majority of their success is attributed to the power of fantastic customer service, which is often overlooked as a sales strategy. Here are my top five picks from last week.

2016 0

2016 Article Customer Service Culture 0

ShepHyken

JULY 22, 2019

(Acquire) If you really want to get ahead in the game, nail down a great customer service strategy. 14 ways to deliver a great customer experience – and more. 5 Tips For Turning Customers Into Brand Storytellers by Esther Choy. These are trends that are taking us into the future of customer experience.

2019 120

2019 Article Customer Service Social Media 120

ShepHyken

SEPTEMBER 10, 2024

Some employees are on the front line, delivering a level of service we want our customers to experience. Other employees work behind the scenes, supporting someone on the front line or the process that the customer experiences. Either way, they all must embody your company’s brand promise, vision, and values.

Employee Experience 144

Employee Experience Workshop Customer Service Training Culture 144

Comm100

AUGUST 29, 2021

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. In turn, businesses have adopted omnichannel customer service strategies for engagement. Be customer centric.

Omnichannel 52

Omnichannel Customer Service Strategies Customer Service Social Media 52

ShepHyken

FEBRUARY 14, 2023

I found the answers insightful: 37% want to be like the Ritz-Carlton 25% want to be like Ace Hardware 22% want to be like Amazon 16% want to be like Uber Regardless of the survey results, I’d love to take a piece of each of these brands and roll it into what we do – especially if we’re not already doing it.

Customer Service Training 155

Customer Service Training Online Experience Customer Service Information 155

ShepHyken

DECEMBER 26, 2023

Get customers to feel connected to you because they know you care. Or when a company or brand delivers a great experience, but then the next time, it’s just okay. Consistency creates confidence, and confidence can lead to customer loyalty. Connect with Shep on LinkedIn.

Customer Service 161

Customer Service Workshop Customer Service Training Connections 161

ShepHyken

FEBRUARY 13, 2024

While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example. Both brands offer the same functionality – a room with a bed, TV, bathroom, etc. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Experience 143

Customer Experience Transportation Hotels Airlines 143

ShepHyken

AUGUST 24, 2022

Think of the brands or companies you enjoy doing business with the most. They have great customer service. . They provide a great overall customer experience. . They fuel the customer’s experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

2022 135

2022 Customer Service Training Customers Customer Service 135

ShepHyken

JANUARY 4, 2023

Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Certain B2C rockstar brands are teaching our customers what good service is like, and they now have higher expectations.   . That’s almost half of your customers, and that number will grow.

2023 140

2023 Customer Service Customer Experience B2C 140

ShepHyken

AUGUST 16, 2021

As a result, prized customers feel lost or ignored when they most need help using a product or measuring success. My Comment: Scaling customer service or CX is about using technology to create a better experience. 4 Ways to Build a Stronger Brand-Consumer Relationship Using Social Media by Jonathan Riff.

2021 95

2021 Article Customer Service Social Media 95

ShepHyken

JANUARY 11, 2021

Annet Franz and Bruce Temkin, two of the leading experts in CX and measuring the success of the customer’s journey, weigh in with their opinions and ideas on this interesting and valuable metric. How to Foster Customer Loyalty in a Digital Age by Bryan Osorio. 6 Words for Customer Experience Leaders to Keep in Mind by Alan J.

2021 97

2021 Article Social Media Customer Service 97

ShepHyken

NOVEMBER 7, 2016

The author has some excellent examples of why customers are loyal to one brand over another. The Customer Advocacy Playbook: How to Create, Manage, and Grow an Effective Brand Advocacy Campaign by Sujan Patel. Your Secret Weapon to Winning Your Customers’ Loyalty by Sonia Thompson. Follow on Twitter: @Hyken.

2016 125

2016 Article Customer Service Loyalty 125

ShepHyken

OCTOBER 19, 2022

There are many definitions of the term brand. One of my favorites is this: A brand is a promised delivered. . Consider Ace Hardware, whose brand promise is The Helpful Hardware Place. Based on all their awards and the comments from happy customers posted on social channels, they deliver. . Are they helpful?

Automotive 125

Automotive Reference Advertising Brands 125

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? This is opinion.) Do your customers trust you? If you think your customers trust you, that’s a 100% score.

Chief Customer Officer 125

Chief Customer Officer 2022 Customer Service Training Connections 125

ShepHyken

AUGUST 31, 2020

Loyal Customers 6X More Likely To Forgive Mistakes by Tech.co. Retail TouchPoints) No matter how hard they try, retailers sometimes make customer service mistakes. However, brands that have cultivated customer loyalty can mitigate the harm — loyal shoppers are 6X more likely to forgive a mishap than the average customer.

Article 109

Article 2020 Customer Service Social Media 109

ShepHyken

MAY 16, 2023

The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. This can include follow-up from the salesperson, dealing with customer service for a problem, or any interaction you have with the company or brand after the sale is made.

Customer Service 122

Customer Service Advertising Workshop 2022 122

ShepHyken

APRIL 20, 2022

His positive attitude and energy, along with his perfect thing to say , turned me from an upset customer into one who wanted to love his brand. . It’s the line that will turn your angry customers into loyal customers who say, “I’ll be back!” . Regardless of my frustration, I realized he was there to help me.

Customer Service Training 131

Customer Service Training Reference Customers Customer Service 131

ShepHyken

MARCH 16, 2022

What if almost all your customers, as in almost nine out of 10 of them, were to leave after experiencing bad customer service? That’s exactly what we found in our latest customer service research , that 86% of customers are willing to switch brands or companies because of a bad customer service experience. .

Customer Service 122

Customer Service Customer Service Training Definition Customers 122

ShepHyken

APRIL 1, 2019

My friend, colleague and brilliant businessman, Vala Afshar, shares his insights on one of the most important trends in customer service. A Complete Guide to Social Media Customer Service by Anna Bredava. My Comment: The title of this article is “A Complete Guide to Social Media Customer Service.”

2019 102

2019 Article Customer Service Social Media 102

ShepHyken

JUNE 28, 2021

Consider listing the companies/brands that closely resemble your organization. Can Disney’s Customer Service Model Work in Government? Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. It’s interesting how the scores determine the ranking.

2021 147

2021 Article Customer Service Government 147

ShepHyken

SEPTEMBER 14, 2022

However, customer service trends seem to be heading in the wrong direction. Even several years before the pandemic began, The American Customer Satisfaction Index found the overall ratings slipping, even with brands most recognized for high levels of customer service. . A bad culture is the problem.

Culture 109

Culture Customer Service Poor Customer Service 2022 109

Customers That Stick

AUGUST 11, 2015

On August 6 th , Twitter released a Customer Service Playbook designed to convince organizations of Twitter’s importance as a customer service channel and to demonstrate how they can use the channel to generate effective results with customers. Can Twitter be THE Social Customer Service Channel?

Customer Service 138

Customer Service Multi-Channel Omnichannel Customer Service Strategies 138

ShepHyken

NOVEMBER 15, 2021

My Comment: I love great examples of customer service, and this is exactly that. Lego is an internationally recognized brand – and a fun brand. Take a quick read and learn how they handle their customer service issues. It’s a great lesson from an iconic brand. You’ll love the four words.

Article 75

Article 2021 Customer Service Metrics 75

ShepHyken

JULY 20, 2022

And if what makes you different is important to your customers, they will want to be a part of your world. . 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.

Competitive Advantage 142

Competitive Advantage Banking Fashion Contact Center 142