ShepHyken

OCTOBER 27, 2024

Forrester: Customer obsession is key to B2B revenue and profits by Paul Demery (Digital Commerce 360) “Customer-obsessed” B2B companies build better relationships with employees and customers than peer companies without a strong customer focus, Forrester Research says. Connect with Shep on LinkedIn.

Article 80

Article Customer Service Social Media 2024 80

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. What would it cost to lose 10% of your customers? Look for ways to connect those dots first.

2020 250

2020 Net Promoter Score ROI Metrics 250

ShepHyken

SEPTEMBER 2, 2020

In her mind, using the word “customer” puts distance between customers and the company. She feels it should be a people experience or a human being experience , and that if you really want to connect emotionally to the customer—which is one of the drivers of repeat business—then we must get closer to them.

Reference 161

Reference Hotels Customer Service Training Connections 161

ShepHyken

AUGUST 11, 2021

There are a number of reasons customers might come back. Ideally, it’s related to an emotional connection that causes them to want to come back to you and not the competition. These are reasons that customers could be emotionally connected to you. . Maybe they love your unique merchandise. Follow on Twitter: @Hyken.

Loyalty 174

Loyalty Books Customers Customer Service Training 174

ShepHyken

FEBRUARY 9, 2022

It’s where customers don’t see a business as just a vendor or a store. They feel connected – and maybe see it more as a friend and a partner. It all comes down to the relationship you have with your customer. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Connections 83

Connections Customer Service Training Information Customer Service 83

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.

Customer Service Training 57

Customer Service Training Customer Service Download Definition 57

ShepHyken

NOVEMBER 4, 2020

So many ways to serve chicken—so many ways you can amaze your customer. And like chicken, customer service—no matter how you serve it to your customer—is still customer service. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service Training 149

Customer Service Training Social Media Customer Service Representative Books 149

ShepHyken

SEPTEMBER 8, 2021

I’ve encountered front-line employees in customer support and sales positions who should never have been put on the front line. Inability to Connect – Customers hate friction, and one of the friction points we found in our research is when customers have difficulty getting the contact information they need to call customer support.

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Books Social Media Customer Service Training Reference 168

ShepHyken

MARCH 4, 2020

Satisfying your customers is not enough. Satisfied customers are not loyal customers.” Connect with your customers on an emotional level to move them beyond being “just satisfied.”. “It It is the total customer experience—not just customer service—that creates loyalty.” Loyalty is an emotion.

Books 168

Books Loyalty Customer Service Training Customers 168

ShepHyken

JANUARY 5, 2022

Just acknowledging that the customers might be in trouble and reaching out to them was a great way to show appreciation. Personalization is a hot topic and a powerful way to connect to the customer. But this level of personalization, while extremely powerful, was a result of the customer’s zip code more than anything else.

Customer Experience 174

Customer Experience Touchpoint Communication Customer Service Training 174

ShepHyken

DECEMBER 6, 2023

It’s about a customer-focused, friendly approach that doesn’t taint the experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Workshop 155

Workshop Customer Service Training Customers Interaction 155

ShepHyken

MAY 10, 2021

Customers are enjoying self-service options, so give them what they want. Forbes) In this article, 15 members of the Forbes Agency Council share unique ideas for connecting with customers in a way that builds genuine trust and, in turn, brand loyalty in 2021. Customer expectations have changed (as in increased).

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2021 Article Customer Service Net Promoter Score 160

TechSee

JUNE 16, 2022

Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

FEBRUARY 10, 2021

The point he was making was that the customer experience begins the moment the customer connects with you, not when they see you on stage or in person. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. His comment was, “The show starts when the phone rings.”

Magazine 133

Magazine Entertainment B2C Customer Service Training 133

ShepHyken

FEBRUARY 14, 2022

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. Go to The Customer Focus to learn more about our customer service training programs.

Article 126

Article 2022 Customer Service Customer Service Training 126

ShepHyken

AUGUST 9, 2021

Customer Experience Starts – and Stops – With Emotions by Kristi Knight. CMSWire) By understanding and tapping into those emotions, brands can build powerful connections that create fierce advocates. My Comment: This is an interesting article about how a customer’s emotions play into the overall customer experience.

2021 152

2021 Article Customer Service Social Media 152

ShepHyken

MARCH 15, 2021

So, how do you calculate your customer retention rate? Customer service training needs to be on your short-term bucket list by Shaun Belding. My Comment: This article makes the point that customer service training is important, but even more important than that are some of the author’s comments.

Article 105

Article 2021 Customer Service Customer Service Training 105

ShepHyken

MARCH 6, 2019

On a recent trip that had a connecting flight, I was notified the night before that my first flight was going to be delayed, which made me worry about missing my connection. I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do. Then I started to think.

Airlines 118

Airlines Customer Service Training Travel Connections 118

ShepHyken

NOVEMBER 18, 2020

I still believe that loyalty is driven by emotion, which has always been about the personal connection. 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.

Loyalty 147

Loyalty Books 2018 Customer Service Training 147

ShepHyken

JANUARY 6, 2021

As sophisticated CRMs (Customer Relationship Management systems) and AI integrate, the data that is generated will help companies create a more personalized experience. Customers enjoy feeling connected—when companies know who they are—even if it’s at a digital level. Chatbots will do more than just communicate with customers.

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2021 Customer Relationship Management Customer Service Training 2020 172

ShepHyken

SEPTEMBER 21, 2016

For any type of business, an emotional connection between the customer and the company can create loyalty. Or, maybe there is a community project or charity that the business affiliates with that can build a connection beyond price with a customer. These types of connections make price less relevant.

Loyalty 134

Loyalty Retail Customer Service Training Connections 134

ShepHyken

MAY 26, 2021

I told him, “I’m customer service speaker and we provide customer service training.” The lesson: Know who your customer is. If you can, plan in advance, do a little homework and spend a couple of minutes (or more) finding out what your customer does. He responded with, “You’re a design firm.”

Sales 150

Sales Customer Service Training Presentation Customer Service 150

ShepHyken

JANUARY 25, 2021

(Retail Customer Experience) Clarus Commerce CEO Tom Caporaso believes it’s time for retailers to take advantage of the new membership economy. My Comment: Here’s a great article about customer loyalty. Some loyalty programs create emotional connections. Some loyalty programs are actually marketing programs.

2021 162

2021 Article Customer Service Guest Experience 162

ShepHyken

DECEMBER 23, 2020

That could be a brief intro leading to an almost immediate connection with the employee. I think we know which scenario our customers would prefer … give the customer a fast and quick way to the agent – with as little friction as possible! Or, it could come after a series of menu prompts and hold time.

Customer Service 127

Customer Service Entertainment Customer Service Training Customers 127

ShepHyken

JANUARY 11, 2023

Mitel provides a sophisticated, custom communications network that helps businesses connect, collaborate and take care of customers. The big takeaway is that the employee experience is a big contributor to the customer experience. Do we invest in technology and processes that make it easy for employees? .

Employee Experience 133

Employee Experience Customer Experience Call Center Customer Service Training 133

ShepHyken

FEBRUARY 28, 2023

You want your customers to know and understand how you operate. Be Easy to Connect With – Do you make it easy for your customers to connect with you? However, its phone number is posted on every page of the website, just in case the customer needs help or has questions. Don’t hide behind fine print.

Chief Customer Officer 126

Chief Customer Officer 2022 Customer Service Training Connections 126

ShepHyken

NOVEMBER 9, 2016

Make it easy to connect with you and your company. Or, to put another way, how easy are you to connect with? Take the friction out of connecting with your support and sales people. 5. Putting Them on Hold for Too Long – This is another way to disrespect your customer’s time. Doing business should be easy.

Social Media 128

Social Media Customers Customer Service Training Connections 128

ShepHyken

MARCH 31, 2021

Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October. I was looking to create some buzz about connecting with customers, and I submitted the idea to Chase’s Calendar of Events. That’s right! Follow on Twitter: @Hyken.

Customer Service Training 159

Customer Service Training Feedback Customers Customer Focused 159

ShepHyken

JUNE 27, 2018

It doesn’t matter how good your customer service is, if the product doesn’t do what it’s supposed to do, the customer will find another company that better meets their needs. The different channels customers interact with you and your organization must be consistent. Then along came emails, then chat, then chatbots.

Customer Service 90

Customer Service Loyalty Customer Service Training Customers 90

ShepHyken

NOVEMBER 2, 2016

The best companies have loyal customers because of the overall experience, not the perks and rewards. Create an Emotional Connection: There is a big difference between satisfied customers and loyal customers. Find out a way to connect with your customers. Satisfactory is a rating. Loyalty is an emotion.

Loyalty 134

Loyalty Loyalty Programs Lifetime Customer Customer Service Training 134

ShepHyken

OCTOBER 25, 2021

You might even feel connected to a brand you haven’t purchased from but are still interested in. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus to learn more about our customer service training programs.

Article 152

Article 2021 Customer Service 2026 152

ShepHyken

OCTOBER 17, 2018

Engagement: This starts with having active conversations with your customers, in person and online via the Apple website, social media or any other way the customer and Apple can engage with each other. How do you connect with your customers? Do you promote online conversations that intrigue and engage your customers?

Social Media 121

Social Media Customer Care Customer Service Training Brands 121

ShepHyken

JULY 13, 2022

So, Alfia and his brother would ponder, “How do we get customers to engage us and tell us the truth?” . It wasn’t long before they created a solution, which was to provide a QR code customers could scan with their phones to connect to a platform where they could share any problems or complaints. Follow on Twitter: @Hyken.

Feedback 129

Feedback Customer Service Training Connections Customer Service 129

ShepHyken

JANUARY 4, 2023

This is especially important to the younger generations, so if that’s your market, find ways to “give back” to support the issues that are important to your customers. . Customers Want to Do Business With Companies and Brands They Trust – This concept has become more important in the past few years. Follow on Twitter: @Hyken.

2023 142

2023 Customer Service Customer Experience B2C 142

ShepHyken

OCTOBER 24, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Workshop 147

Workshop Customer Service Training Customer Service Article 147

ShepHyken

NOVEMBER 2, 2022

Here are five ways to make your customers feel special: . Building a relationship that fosters confidence, trust and connection is a less obvious sales technique. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Stop selling and start nurturing relationships.

Customer Service Training 133

Customer Service Training Customer Retention Customers Sales 133

ShepHyken

OCTOBER 6, 2021

This statement makes a connection with the customer. The customer may even feel as if “they have a friend on the inside.” . Be sure customers know how much you appreciate their business, and how you look forward to serving them again. . At a minimum, discuss the timing of the resolution. . Follow on Twitter: @Hyken.

Customer Service Training 168

Customer Service Training Reference Customers Customer Service 168