Culture Customer Care Customer Service Training Leadership 
ShepHyken
AUGUST 7, 2019
That’s when he dropped the “bomb” on the audience—several thousand customer care professionals, all anxiously awaiting Tony’s comments. He informed them that the customer was no longer the first priority. Culture had replaced the customer as the top priority. The focus on culture is really a focus on people.
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.
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ShepHyken
JANUARY 28, 2019
(Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. My Comment: Too often an organization’s leadership believes the experience and service they provide a customer is better than it actually is.
InteractionMetrics
AUGUST 14, 2024
For a construction company handling customer service calls, the quality of information is the most important: customers want to know what products are in stock, when they can pick them up or have them delivered, and specifics about products and applications. Customers care less about how friendly the representative is.
ShepHyken
OCTOBER 31, 2016
(Help Scout) How can you tell if that smart and eager customer service candidate will be an engaged and productive team member? My Comment: Leadership defining the customer service vision may be the most important start to creating a customer-focused culture. For information contact or www.hyken.com.
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. Then the article goes on to discuss the importance – and the benefit – of proper training.
Integrity Solutions
MARCH 3, 2020
The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. The biggest excuse?
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