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.

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Workshop Insurance Employee Experience Culture 155

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 146

Employee Experience Workshop Customer Service Training Culture 146

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.

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Workshop Culture Customer Service Training Employee Experience 155

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a Chief Experience Officer the Right One by Eric Karofsky (CMSWire) Most corporations take on customer experience with outdated thinking and approaches, relegating CX to junior employees and mistaking superficial cultural statements for genuine strategic transformation.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

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

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.

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2025 Article Loyalty Programs Customer Service 70

ShepHyken

JULY 8, 2024

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.

Sports 147

Sports Workshop Customer Service Training Customer Service 147

ShepHyken

MARCH 12, 2024

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.

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Workshop Advertising Customer Service Training Books 157

Michel Falcon Experience

JANUARY 16, 2020

As the year gets rolling, I’d suggest asking yourself three questions to identify what customer experience strategies you have the opportunity to create for your business and serve your customers exceptionally. Do you have plans to host a customer journey mapping workshop this year? Customer Journey Mapping.

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2020 Customer Journey Mapping Customer Experience Hospitality 88

ShepHyken

SEPTEMBER 8, 2024

Nine Areas of Focus for Improved Customer Service Training by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success. Connect with Shep on LinkedIn.

Article 86

Article 2024 Customer Service Magazine 86

Michel Falcon Experience

JANUARY 10, 2019

It’s likely that you clicked through to read this post because you want new customer service ideas, not the same old run of the mill concepts that have been suggested by everyone else online…am I right? Have fostered a company culture where we promote new ideas. Do all of them get put into action? Not all, but many do!

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2019 Customer Service Workshop Wireless 151

ShepHyken

OCTOBER 1, 2024

This is a celebration where every employee writes a personal compliment for a colleague, fostering a culture of appreciation and connection throughout the company. Over the years, I’ve shared many more ideas about Customer Service Week. Just a little something to say, “Thank you for doing a great job!” Friday is Kudos Day.

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2024 Customer Service Workshop Customer Service Training 93

Up Your Service

FEBRUARY 5, 2020

And I’m super strong in helping organizations improve the service that they create and build a culture of continuously Uplifting Service. What if we took your passion for developing and Certifying Coaches all over the world and connected it with our expertise in certifying Uplifting Service leaders ?

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Workshop Leadership Seminar Events 52

Michel Falcon Experience

JANUARY 3, 2020

Invest in customer experience strategy just like we do in branding initiatives like marketing and PR. Continuously provide superior customer service skills education/workshops to ALL employees. In thinking about the year to come, I’ve identified three customer service skills that I believe your employees can learn from.

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2020 Customer Service Culture Call Center 99

ShepHyken

MARCH 26, 2024

When I’m invited to speak to a group of business leaders as the keynote speaker, I often share my Six Simple Steps to Building a Customer-Focused Culture. There’s lots of work, thinking, planning, practice, experimenting, training, and more that goes into creating an easy experience. There’s a difference!

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Entertainment Sports 2024 Workshop 93

ShepHyken

JANUARY 18, 2017

If you’re hiring someone that is going to do a lot of written correspondence with customers you need someone with good communication skills – a command of the English language, as in punctuation, spelling and grammar. There is an exercise we occasionally do in our workshops. That’s a skill. As you can imagine, we get lots of answers.

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Customer Service Workshop Customer Focused Customer Service Training 94

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Article 83

Article Customer Service 2024 Airlines 83

ShepHyken

JUNE 30, 2024

First, making customer success everyone’s responsibility is about a culture that is customer-focused. (I Second, supercharging customer touchpoints is looking at every customer interaction and maximizing the opportunity to create an experience that makes customers say, “I’ll be back.” I love that!)

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2024 Article Customer Service Retail 83

ShepHyken

SEPTEMBER 1, 2024

Helping Companies & Organizations Create an Amazing Customer-Focused Culture by CXO Magazine This week, we’re starting the Top Five roundup with a Bonus article. My Comment: Let’s wrap up this week’s Top Five roundup with a focus on culture. How do you know if you’re a customer-centric organization?

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Article Magazine Customer Service 2024 74

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

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Fashion Customer Service Training Workshop Reference 77

ShepHyken

JULY 15, 2024

From Jack Bogle, who was passionate about democratizing investing for Vanguard Group account holders, to Jeff Bezos, who signaled a “relentless” focus on customers in his first letter to Amazon shareholders, CEOs and founders have built legendary businesses and cultures on a customer-first mentality.

Article 83

Article Customer Service 2024 Return on Investment 83

ShepHyken

JANUARY 6, 2020

I’m intrigued by the first of the six ideas, which focuses on culture, but not the corporate culture. It is about being in alignment with the customer and society’s culture. Employee Experience and Customer Experience Depend on Strategy by Liliana Petrova. What would that look like? I love that question.

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2020 Article Customer Service Contact Center 80

ShepHyken

AUGUST 25, 2024

There are plenty of great ideas and suggestions in this article, and when you combine them with the list from the article already mentioned, you have a great list to get you thinking about the best way to deploy a digital self-service experience. But many leaders struggle to get there. That’s where it starts!

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Article Customer Service 2024 Customer Centricity 86

Up Your Service

JANUARY 22, 2018

The most common question we hear when launching service excellence training programs inside large organizations is: “Do leaders really need to attend these workshops?”. This raises a different and more important question for senior leaders: Do you seek to achieve service improvement in specific departments of the organization?

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Workshop Culture Leadership Employee Experience 61

ShepHyken

SEPTEMBER 15, 2024

BONUS 10 Top International Customer Service Books by Paolo Fabrizio (Customer Service Culture) After reading them, I’m sure that you’ll enjoy great insights and inspiration. That’s why I’m glad to share my selection of 10 top customer service books. Connect with Shep on LinkedIn.

Article 86

Article Loyalty Programs Customer Service 2024 86

ShepHyken

DECEMBER 12, 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.

Sales 99

Sales Customer Experience Workshop Customer Service Training 99

ShepHyken

OCTOBER 16, 2023

Amazon (AWS) is using AI as an opportunity to assist their agents and create better self-service experiences for their customers. How Do Your Customers Experience Your Company Culture? So, how about we extend that value-based culture approach to our customer experience? Connect with Shep on LinkedIn.

Article 13

Article Customer Service 2023 Customer Centricity 13

ShepHyken

NOVEMBER 21, 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.

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Airlines Workshop Customer Service Training Customer Service 91

ShepHyken

MAY 22, 2023

To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers. These perceptions are symptoms of culture problems — and in a competitive market, leaders can’t afford to deliver mediocrity to clients.

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2023 Article Customer Service Loyalty Programs 14

ShepHyken

JUNE 23, 2024

Sherman recommends age diversity, making the case that ageism can become an opportunity that can enhance the inclusive culture of a company and create a better customer experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 70

Article Customer Service 2024 Loyalty Programs 70

ShepHyken

AUGUST 30, 2017

He was conducting a half-day customer service workshop, and during a break, the client, who happened to be the president of the company, walked up to Ted and congratulated him on doing a great job. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

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Workshop Presentation Customer Service Training Customer Service 116

ShepHyken

DECEMBER 17, 2023

Culture Clash: Why Customer Experience Improvements Fail by John Aves (MyCustomer.com) To successfully change your CX, you must create the right culture and climate to effect the change. I’ve stressed in all of my customer service speeches , that a customer-focused culture starts at the top with the CEO.

Article 64

Article Customer Service 2023 Customer Centricity 64

ShepHyken

DECEMBER 10, 2023

Developing Customer Success through a Culture of Trust by Gabrielle Lukianchuk (Fast Company) “Trust your gut”—a saying that most of us will be told in our lifetime, and indeed a mantra that many people still use to make even life-changing decisions. Connect with Shep on LinkedIn.

Article 66

Article Customer Service 2023 Contact Center 66

Calabrio

APRIL 11, 2025

Your onboarding strategy should cover: Company culture and core values: Agents need to understand the company’s mission and guiding principles, as this informs the expected tone, level of service, and how they represent the brand in every interaction.

Contact Center 52

Contact Center 2025 Call Center Average Handle Time 52

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]. LinkedIn : [link].

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2020 Customer Experience Magazine Consulting 132

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Identifying gaps in the customer experience.

Customer Experience 156

Customer Experience Download Workshop Metrics 156

ShepHyken

SEPTEMBER 24, 2023

Due to an unprecedented booming economy, leaders started taking shortcuts, solely focusing on sales and profit, reducing their hiring standards to fill positions, and expecting and demanding more of their employees including their customer service representatives, yet not investing in the employee culture and customer experience.

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