ShepHyken

APRIL 10, 2019

As part of his onboarding process, Bob was put through customer service training. He learned about how to treat the company’s customers with dignity and respect. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. So, we’ll just refer to him as Bob.

Leadership 126

Leadership Culture Customer Service Training Reference 126

ProProfs Chat

MAY 1, 2020

You need to take into account their expectations, needs, and final feedback for your services to create an excellent customer service training program. To create an awesome training program, you can use an online customer service training software that: Engages customer service operators till the end.

Customer Service Training 85

Customer Service Training Customer Service E-support Customers 85

Up Your Service

OCTOBER 25, 2016

Many companies provide customer service training for some or all of their employees. But soon after the leaders of these same companies ask why everyone in the organization hasn’t embraced a true understanding of – and commitment to deliver – service excellence ? Let’s start with customer service training.

Customer Service Training 110

Customer Service Training Customer Service Culture Customers 110

CloudCherry

AUGUST 22, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic ® , The Loyal Customer , The Cult of the Customer , The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. Listen Now! The post You say you want a Revolution? appeared first on CloudCherry.

Travel 240

Travel Customer Service Training Books Culture 240

ShepHyken

SEPTEMBER 14, 2022

A bad culture is the problem. The culture of any organization is defined by leadership. Leaders must work on the culture they want employees and customers to experience. It all comes down to the person at the top of the organization deciding to create a culture that drives a positive service experience.

Culture 113

Culture Customer Service Poor Customer Service 2022 113

Integrity Solutions

OCTOBER 5, 2022

In one recent study , among many with similar findings, 78% of respondents said good customer service is fundamental to earning their loyalty and business. And retaining those customers is serious business: Just a 5% increase in customer retention can produce more than a 25% increase in profits.

Culture 87

Culture Customer Service Customer Service Training Contact Center 87

ShepHyken

DECEMBER 17, 2024

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

Customer Service 118

Customer Service Customer Confidence Fashion Workshop 118

CSM Magazine

MAY 14, 2024

The saying “the customer is always right” has evolved into recognizing customer service as a crucial aspect of every business. Effective customer service training is a strategic imperative for businesses aiming to foster satisfaction, loyalty, and competitive advantage.

Customer Service Training 52

Customer Service Training Customer Service Customer Service Representative Competitive Advantage 52

ShepHyken

APRIL 6, 2025

The Inside-Out Blueprint for Customer Experience by Greg Kihlstrom (CMSWire) Medallia Experience showed how organizations win when culture, AI, and leadership all work in harmony. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

2025 75

2025 Article Customer Service B2C 75

CloudCherry

AUGUST 27, 2019

Jeff Toister helps customer service teams unlock their hidden potential. He is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. Jeff was named one of the Top 30 customer service professionals in the world by Global Gurus.

Customer Service Training 170

Customer Service Training Customer Centricity Culture Download 170

ShepHyken

JANUARY 7, 2025

A Company Culture of Good with Chad Jensen : What is TCC? Beyond its retail business is a commitment to giving back by serving employees, customers, and communities. How to Build a Culture that Employees and Clients Love with Terry Turner : If you want a better customer experience, start with the employee experience.

2024 82

2024 Article 2025 Workshop 82

ShepHyken

JUNE 16, 2021

I love seeing visible signs of a customer- and employee-focused culture. Something I noticed right away was the customer-centric culture that was part of the atmosphere of the resort. You’re not going to change a culture by adding an employee’s passion under a name on a badge. This is just a small idea.

Culture 149

Culture Customer Centricity Customer Service Training Events 149

Experience Investigators by 360Connext

JANUARY 28, 2020

Then ensure you understand today’s reality with the right baseline metrics, along with journey maps, ongoing customer feedback mechanisms, and more. Related: How to Improve Customer Service Training with Simple Metrics. You have to start somewhere, so be sure you really understand where you’re starting.

2020 250

2020 Net Promoter Score ROI Metrics 250

ShepHyken

AUGUST 7, 2019

He informed them that the customer was no longer the first priority. Culture had replaced the customer as the top priority. Hsieh said, “Get the culture right, and we’ll deliver the customer experience we want our customers to have.”. The focus on culture is really a focus on people.

Customer Service 132

Customer Service Culture Customer Service Training Leadership 132

ShepHyken

MAY 19, 2021

It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. By the way, this is the same exercise we teach in our customer service training programs. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service 149

Customer Service Customer Service Training Culture Presentation 149

Bill Quiseng

MAY 24, 2023

You already know what customer service is, but to make it flourish, you and your team need to be reminded periodically. So, I offered people a continuous education in customer CARE. If you missed it, just follow it here: Don’t offer customer service training. Develop your people with customer CARE education.

Events 113

Events Customer Service Customer Service Training Customer Care 113

Win the Customer

NOVEMBER 20, 2024

Implementing Empathy in Customer Service Train Your Team: Invest in training programs that teach your customer service team how to actively listen, empathize, and communicate effectively. Encourage Open Communication: Foster a culture of open and honest communication within your organization.

Interaction 59

Interaction Net Promoter Score Competitive Advantage Social Media 59

Customers That Stick

OCTOBER 23, 2014

This day features CX pros such as Mary Murcott, President of The Customer Experience Institute and Erik Peterson of A.T. Topics include: How to drive a culture of service innovation into a traditional product company. Building a service innovation culture. Day Two: Customer Experience and Engagement.

2014 128

2014 Leadership 2015 Customer Service Training 128

ShepHyken

NOVEMBER 14, 2023

Alignment with Beliefs and Vision (The Culture): While money may be a basic need, the culture of the organization must meet the employee’s needs and what they value. Employees want to feel excited about going to work. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Workshop 156

Workshop Insurance Employee Experience Culture 156

ShepHyken

APRIL 21, 2025

This article emphasizes the emotional connection, trust, and several other topics you must consider to create customer loyalty. This article features five members of the Rolling Stone Culture Council who share their strategies and tactics on how to increase sales and keep customers coming back. My Comment: The market is down.

Article 62

Article 2025 Customer Service Hospitality 62

CloudCherry

AUGUST 22, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic ® , The Loyal Customer , The Cult of the Customer , The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. The post Do you say you want a Revolution? appeared first on CloudCherry.

Travel 150

Travel Customer Service Training Books Culture 150

ShepHyken

OCTOBER 10, 2023

It’s about the entire customer experience. If a promise to provide value in the CX is built into a company’s mission and values statements, it potentially becomes part of the culture. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant. It’s simple.

Workshop 157

Workshop Culture Customer Service Training Employee Experience 157

Customers That Stick

OCTOBER 2, 2014

In your own personal experience, have the people skills people bring to customer service gotten better or worse over the past five years? Cultural differences have made people skills more challenging in this global environment. Blog customer-service-interview customer service interview customer service training kate nasser'

Workshop 152

Workshop Customer Service Training Government Blog 152

Bill Quiseng

DECEMBER 6, 2021

Highlight your culture by introducing your core values, describing the empowerment processes that employees can use to exceed customer expectations and offering specific stories when employees went above and beyond for your customers. Don’t bore your employees with rote customer service training.

Customer Centricity 195

Customer Centricity Exceptional Customer Service Culture Customer Service Training 195

ShepHyken

SEPTEMBER 10, 2024

And I believe that, but if someone says, “Put the customer at the center,” instead of employees, I’m okay with that. When I consult with companies about their customer service or CX culture, one of our discussions revolves around starting with the end in mind. It won’t hurt. Connect with Shep on LinkedIn.

Employee Experience 148

Employee Experience Workshop Customer Service Training Culture 148

TechSee

JUNE 16, 2022

Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

JUNE 7, 2021

The Secret Ingredients of a CX-Led Company Culture by Steven van Belleghem. CMO from IDG) Customer experience simply does not live in a void controlled by the marketing teams. Here, he shares an article focused on culture. Being Customer-centric Starts With A Top-Notch Employee Experiencestanley by Stanley Huang.

Article 141

Article 2021 Customer Service Loyalty Programs 141

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. Customer service in other cultures.

Customer Service Training 52

Customer Service Training Customer Service Seminar E-support 52

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. Customer service in other cultures.

Customer Service Training 52

Customer Service Training Customer Service Seminar E-support 52

ShepHyken

SEPTEMBER 19, 2016

My Comment: It’s been a while since I’ve read an article about Zappos and their amazing service. This article is filled with comments about the company’s culture, empowering employees and much more. 10 Tips For Making Customers Feel Welcome by Richard R. Are customer service chatbots full of chit?

2016 0

2016 Article Customer Service Culture 0

ShepHyken

MARCH 10, 2025

Gratitude in Action: How Top Entrepreneurs Recognize Their Teams on Employee Appreciation Day by Entrepreneurs’ Organization (Entrepreneurs’ Organization) Successful entrepreneurs know that when you treat employees well, they are more likely to treat your customers well. Connect with Shep on LinkedIn.

2025 71

2025 Article Loyalty Programs Customer Service 71

ShepHyken

AUGUST 9, 2021

10 Simple Steps Toward Delivering a More Convenient Customer Experience by Rolling Stone Culture Council. 10 Rolling Stone Culture Council members each shared one thing leaders can do to maximize convenience and create more happy customers. All of this and more are covered in this excellent article.

2021 153

2021 Article Customer Service Social Media 153

ShepHyken

JANUARY 4, 2017

For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The post The One Thing We Must Do to Create a Customer Focused Culture appeared first on Shep Hyken. For information contact or www.hyken.com. Follow on Twitter: @Hyken. Copyright © MMXVII, Shep Hyken).

Customer Focused 101

Customer Focused Culture Customer Journey Mapping 2017 101

ShepHyken

JANUARY 26, 2025

Why You Need a Chief Experience Officer the Right One by Eric Karofsky (CMSWire) Most corporations take on customer experience with outdated thinking and approaches, relegating CX to junior employees and mistaking superficial cultural statements for genuine strategic transformation. Connect with Shep on LinkedIn.

Article 66

Article 2025 Customer Service Loyalty Programs 66

ShepHyken

AUGUST 8, 2022

Start with creating the right culture, in this case, a “customer-first” culture. And you’ll probably notice many of the other ideas tie into employees and culture. It’s no coincidence that if you want to create a customer experience, it starts on the inside with the culture and employees.

Article 24

Article 2022 Customer Service Culture 24

ShepHyken

DECEMBER 26, 2018

The culture: This is the kind of organization you want to be affiliated with. At some level, this ties into culture and values, but this is more about giving back and community involvement. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Culture 134

Culture Customer Service Training Books Customers 134

ShepHyken

OCTOBER 22, 2021

However, as the expectations of these consumers rise at speeds that outpace company improvements in this area, it becomes paramount that they satisfy the needs their loyal customer base may have, from product or service satisfaction up through social media connectivity. . Build Customer Experience into your Company Culture.

Customer Experience 153

Customer Experience Management Return on Investment Banking 153