ShepHyken

DECEMBER 3, 2021

Since I assumed the chief executive role, we have targeted our efforts on continuing to grow our service footprint, but doing so in tandem with delivering excellent customer care. This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service.

Customer Experience 148

Customer Experience Net Promoter Score 2021 Transportation 148

Beyond Philosophy

JULY 17, 2017

Goldstein has hit on a key point about customer experience. It’s about human interactions, and to get those right, you must create a company culture that prioritizes customer service and satisfaction. At Sprint, they tied their employee compensation system to reducing churn and the number of calls people made to customer care.

Technology 132

Technology Touchpoint Workshop Books 132

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. Some still are.

Culture 161

Culture Social Media Customer Service Training Customers 161

ShepHyken

MAY 29, 2020

She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? An important thing to note about a customer-centric culture is: it is deliberately designed to be that way.

Customer Centricity 68

Customer Centricity Culture Leadership Customer Voice 68

ShepHyken

JANUARY 28, 2019

Josh Linkner) Having studied high-performing cultures for over two decades, as well as building five companies of my own, I’ve discovered the 14 core beliefs of the highest performing teams. While an excellent concept for customers, it is also appropriate for the colleagues you work with. They are trying!). ” Download it today!

2019 105

2019 Article Social Media Customer Service 105

ShepHyken

OCTOBER 31, 2016

My Comment: Leadership defining the customer service vision may be the most important start to creating a customer-focused culture. This is a great article with 23 excellent questions to ask your next customer service candidate – or any candidate you want to bring into a truly customer-focused organization.

2016 125

2016 Article Customer Service Hotels 125

ShepHyken

DECEMBER 2, 2019

How To Build A Customer-Centric Culture Through Employee Appreciation (10 Tips) by Stacy Sherman. There’s a lot of research indicating customer satisfaction and loyalty rises when employees enjoy their jobs and workplace. My Comment: The secret to having happy customers is having happy employees.

2019 16

2019 Article Customer Service Culture 16

Tricia Morris

OCTOBER 22, 2015

Employee self-service knowledge benefits brands and organizations where a company culture initiative or change is underway. Successfully creating or changing a culture, especially around customer experience or new branding, requires top-down adoption. Customer Service.

White Paper 104

White Paper 2015 Culture 2014 104

Kayako

NOVEMBER 21, 2018

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. The brands mentioned above aren’t just shaping the customer service experience for their customers. And it has paid off big time.

Culture 48

Culture Banking Customer Service Customers 48

ShepHyken

SEPTEMBER 11, 2017

A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Here are my top five picks from last week.

2017 85

2017 Article Customer Service Customer Service Training 85

SaleMove

MARCH 12, 2021

How to Avoid the Severe Fate of Complacency – and Continuously Improve your Customer Experience. Bob Dylan’s protest anthem The Times They Are a Changing was a clarion call to action for the youth of the 60s that had profound effects on our culture and politics. The key is in assessing the right technology among the pack. .

Contact Center 97

Contact Center Customer Care Innovation Technology 97

ShepHyken

MAY 28, 2018

He used the Ritz-Carlton story as just one interesting illustration of how an All About Them culture was an important part of Walker & Dunlop’s client service and its business. For the record, contacting brands on social media only to be passed off to someone else is not social customer service. Follow on Twitter: @Hyken.

2018 79

2018 Article Customer Service Loyalty Programs 79

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. Follow on Twitter: @Hyken.

Article 123

Article Customer Service 2018 Books 123

Help Scout

JULY 20, 2021

The core characteristics that make a company customer-oriented add up to the ability to fulfill the ultimate purpose of helping people, regardless of challenges along the way. Harley Davidson When thinking about customer orientation, it’s unlikely that this motorcycle company is one of the first that would come to mind.

Customers 145

Customers Culture Sales Metrics 145

ShepHyken

MAY 29, 2017

McKinsey & Company interviews Françoise Mercadal-Delasalles, head of corporate resources and innovation at France’s Société Générale about their internal service culture. When the customer experience starts at home by Sylvie Bardaune, Sébastien Lacroix, and Nicolas Maechler. For information contact or www.hyken.com.

2017 104

2017 Article Customer Service Airlines 104

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. It’s all about creating the right culture! How the Apple Watch will take this NYC restaurant’s customer service to the next level by Caitlyn McGarry.

2016 125

2016 Article Airlines Customer Service 125

ShepHyken

SEPTEMBER 18, 2019

It must be baked into the culture of an organization. Employees must be empowered to say yes whenever possible or to find creative solutions to make customers happy when the answer must be no. Yes” is more than just a simple answer to a customer’s request or needs. It’s an attitude and a culture. It’s an Attitude!

Customer Service Training 132

Customer Service Training Document Culture Books 132

ShepHyken

AUGUST 29, 2016

My Comment: Customers want an easy and frictionless experience, especially when they have to connect with a company’s call or support center. In this short article, Mike Cannova, the director of Advance Customer Care for ShoreTel, shares five important strategies and processes to create a better customer experience.

2016 0

2016 Article Net Promoter Score Customer Service 0

ShepHyken

DECEMBER 6, 2021

3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care? My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department.

2021 72

2021 Article Customer Service 2022 72

ShepHyken

MAY 30, 2017

Shep Hyken interviews Nick Friedman, co-founder of College Hunks Hauling Junk and Moving about how to develop a customer-focused, values-based company that can benefit you, your employees and your customers. It’s got to be ingrained into your hiring practices, in your training practices and in your culture.

Fashion 96

Fashion Customer Focused Brands Culture 96

ProProfs Chat

MAY 30, 2019

Your customers should not feel the need to move away to your competitor because they found your customer care operators to be inefficient or your support mechanism to be weak. Read on to learn the 10 steps that are a must in your customer success plan for ensuring greater customer success stories in your business.

Customer Success 73

Customer Success Customer Journey Culture Measurement 73

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].

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

AUGUST 10, 2016

One bad employee can lose a customer and bring down a company’s culture. They have policies that aren’t customer focused. Typically, that is the line that is used to hide behind rules and policies that are more company-focused than customer-focused. I hate it when an employee says, “That’s our policy.”

Airlines 86

Airlines Government Customer Service Training Brands 86

ShepHyken

SEPTEMBER 3, 2018

Three Revenue-Generating Rules for Creating a Client-Centric Culture of Service by Carrie Hansen. My Comment: Here are three powerful ideas – or as the author calls them, “rules” – on how to create a more customer-focused experience for your customers, clients, patients, guests, etc. Follow on Twitter: @Hyken.

Article 79

Article 2018 Customer Service Hospitality 79

CSM Magazine

APRIL 5, 2018

Or can contact centres start to leverage the move towards AI and create a more customer-focused environment that will result in higher levels of customer care? Does the rise in AI mean contact centres should immediately start preparing for doomsday?

Customer Care 40

Customer Care 2004 2030 Average Handle Time 40

ShepHyken

JANUARY 2, 2019

When your system works, and you have competent people who make good customer-focused decisions, everybody is happy. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. That’s a Win-Wynn! For information, contact 314-692-2200 or www.hyken.com.

Customer Service 132

Customer Service Insurance Customer Focused Customer Service Training 132

CSM Practice

JULY 6, 2020

Communication plays a stellar role in this part of keeping up with your customer’s value because the results of your efforts to create value are measured in the customers’ perception of that value. It is connected to your company’s culture and vision. Choose your target customers carefully to achieve mutual success.

2018 105

2018 Customer Success Customers Communication 105

ShepHyken

MAY 2, 2022

Customer experience expert, Dan Gingiss, has done an excellent job of summarizing some of Jesse’s philosophy about how customer service and experience can deliver amazing results! Break the Nps Plateau: Create a Culture of Customer Experience by Chris Albertson, Andrew Robertson, and Anson Vuong.

Article 76

Article 2022 Customer Service Social Media 76

ShepHyken

JULY 25, 2016

(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. Our friends at Help Scout shares a great list of 27 books on customer service, experience, culture and more that will help keep you at the top of your game.

2016 78

2016 Article Customer Service Books 78

ShepHyken

DECEMBER 5, 2022

Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken. Fast Company) Creating a new culture centered around flexibility, learning, and career development is the cornerstone for creating an experience that truly drives loyalty and can ultimately make a positive impact on your bottom line.

2022 76

2022 Article Customer Service Hospitality 76

ShepHyken

FEBRUARY 19, 2018

(The C Suite UK) It’s no secret that providing a quality customer experience (CX) is now – and has been for several years – an important factor for modern businesses. When Customer Service Automation Goes Off the Rails by Don Fluckinger. Follow on Twitter: @Hyken.

2018 85

2018 Article Customer Service Social Media 85

ClearAction

SEPTEMBER 27, 2018

Sharing the vision, walking the talk, and nurturing the ecosystem are foundational musts for customer-centered business. Like clay on a potter’s wheel, your customer experience foundation must be well-centered or cracks will appear in what your customers see. They’re the engine behind your growth.

Customer Centricity 74

Customer Centricity Sports Culture Innovation 74

ShepHyken

DECEMBER 19, 2018

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. The post Do Your Customers Trust You This Much? For information, contact 314-692-2200 or www.hyken.com.

Customer Service Training 124

Customer Service Training Reference Customers Books 124

ShepHyken

SEPTEMBER 5, 2016

However, this DMV in North Carolina is raising the customer service bar, not just for other DMV’s, but for any business. Talk about delivering customer amazement! Premium Customer Care from Premium Employees by Amanda Wilks. For information contact or www.hyken.com. Follow on Twitter: @Hyken .

2016 0

2016 Article Customer Service Hospitality 0

ShepHyken

JULY 3, 2018

Turning Happy Customers i nto Brand Advocates. How will chat and chat bots transform customer service in the near future? Shep Hyken discusses turning customers into viral promoters, a new customer-focused growth model, and the next phase of automated customer service with Michael Redbord, GM of the Service Hub at Hubspot. ? ?.

Net Promoter Score 57

Net Promoter Score Customer Centricity NPS Customer Service 57

ShepHyken

MARCH 7, 2018

A talented receptionist is a friendly voice greeting customers who may have questions or concerns about the company, or perhaps a potential customer getting their first impression of the company’s service and culture. But it does surprise me that the lower-paid positions are often most responsible for interacting with customers.

Customer Service Representative 187

Customer Service Representative Banking Social Media Customer Service Training 187

LiveChat

AUGUST 3, 2018

Do you truly care for the customer and his problem or is he just another number in your balance sheet? Great brands know instinctively that the road to greatness is built on the bedrock of heartfelt customer care and not automated customer service. Got some winning mantras of your own?

Customer Focused 28

Customer Focused Multi-Channel Airlines 2007 28