ShepHyken

JUNE 8, 2022

Even if they don’t matter to the customer, they should still matter to you. As it applies to customer experience (including customer service), it is often the little details that move the experience from average to amazing. They are also important to our customers, whether they know it or not. You look at the big picture.

Customer Confidence 134

Customer Confidence Customer Service Training Customer Service Customer Focused 134

ShepHyken

JUNE 27, 2018

I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency. The moment there is inconsistency, you start to lose the customer’s confidence, and ultimately you might lose the customer.

Customer Service 90

Customer Service Loyalty Customer Service Training Customers 90

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. It’s also impacted consumer expectations, raising the bar on customer experience and holding businesses accountable to deliver.

Article 110

Article 2019 Customer Journey Mapping Customer Service 110

ShepHyken

JUNE 24, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. My Comment: Here is a great testimonial to the combination of a great customer experience and product. Here are my top five picks from last week.

Article 119

Article 2019 Customer Service Poor Customer Service 119

ShepHyken

OCTOBER 18, 2017

Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It can be the traditional customer service team who fields questions and complaints. The best customer support does several things.

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Customer Service Metrics Customers Interaction 169

ShepHyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. My Comment: Customer service starts on the inside, starting with employees. My concept of The Employee Golden Rule is about treating employees the same way you treat customers, if not even better. It’s a simple idea.

Article 21

Article 2021 Customer Service E Commerce 21

ShepHyken

DECEMBER 19, 2018

As I started to perform more and more for money, I could afford to be a regular customer of Al’s. Earning your customers’ trust typically takes time. Your customers know what to expect, and you deliver every time. So, how much do your customers trust you? The post Do Your Customers Trust You This Much?

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Customer Service Training Reference Customers Books 124

ShepHyken

DECEMBER 26, 2018

This quote makes me think about the different reasons behind why a customer chooses to do business with a company. Those companies that get customers because of low price will lose those customers when someone else has a lower price. Customer service: You love the way they treat you. It is really about their operation.

Culture 134

Culture Customer Service Training Books Customers 134

ShepHyken

OCTOBER 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. Great Customer Experience Means Consistent Customer Service by Glenn Pasch. So, how do you get feedback?

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2018 Article Customer Service Automotive 93

ShepHyken

JULY 19, 2017

He shared an excellent customer service example that can be summed up this way: Trust your customers and they will trust you. The quick version of the story is this: A farmer owns a fruit and vegetable stand where his customers pay on the honor system. He trusts his customers to do what’s right, and it pays off.

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2017 Customer Service Training Customers Customer Service 115

ShepHyken

MAY 23, 2017

Megan Singh on How to Create the Best Place to Work and the Best Place for Customers to Buy. What are some ways that you can show your customers, and your employees, that you are truly customer focused? You want to create confidence and trust, because those feelings will convert to customer loyalty.

Insurance 85

Insurance Travel Culture Customer Focused 85

ShepHyken

MAY 7, 2018

Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. That’s why the online retailer now converses with its customers most frequently through text messages. Or are they? ” Agreed!

Article 79

Article 2018 Customer Service Magazine 79

ShepHyken

APRIL 25, 2018

There are many great customer service stories that can serve as a template for how to handle a problem. For those that haven’t been following, the five-steps are: 1) Acknowledge the problem and thank the customer for bringing it to your attention. And, they didn’t get there by disappointing their customers. 5) Act with urgency.

Customer Confidence 67

Customer Confidence Customer Service Training Customer Service Customer Focused 67

ShepHyken

FEBRUARY 14, 2018

What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. We already give great customer service. The point is that great customer service makes price less relevant. And what defines “exceptional” customer service?

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Exceptional Customer Service Customer Service Training Customer Service Customers 95

BirdEye

MARCH 27, 2025

Before a potential customer clicks “Follow” or engages with your content, your username sets the stage for how they perceive your business. Read this blog further to explore how to craft yours and unlock 150+ Instagram username ideas customized for your industry with branding tips. Looking for Instagram username ideas?

Brands 52

Brands Social Media Automotive Healthcare 52

ShepHyken

JANUARY 25, 2017

The Dollar Shave Club continues to impress me with their amazing customer service. I have used them as an example of how to create a membership experience , but now I want to focus on their ability to deliver amazing customer service. That’s what great customer-focused companies do! They just took great care of me.

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Customer Service 2011 2012 Customer Focused 93

ShepHyken

MAY 25, 2016

I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience. Jordan knew that his customer didn’t send email spam.

Customer Care 90

Customer Care Customer Service Training Customers Customer Service 90

ShepHyken

OCTOBER 5, 2016

After a number of comments from our readers, I want to discuss how, when and where you can WOW your customers. I’ve always been concerned with a company that tells me that they want to consistently WOW their customers. Without that, there is no predictability, and that leads to a lack of confidence. The key is consistency.

Hotels 133

Hotels Customer Service Training Leadership Customer Service 133

ShepHyken

JULY 13, 2016

Customer Experience. There is a big lesson here, and it’s very simple: Don’t lie to the customer. You lose credibility and trust with the customer. And finally, the customer may leave and never come back. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

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Customer Service Training Customers Customer Service Information 90

ShepHyken

MARCH 14, 2018

You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” Since customer service has become a center of attention for most companies (even though some still don’t get it right), “That’s not my department” is being heard less and less.

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Customer Service Training Customer Service Customers Article 116

Service Untitled

SEPTEMBER 17, 2012

Our competitors are always within inches of grabbing our customers and clients with a better presentation, a better product, or a better service. So how do we build and maintain customer loyalty? Even negative feedback can help to bring about customer loyalty. Offer reward programs for loyal customers.

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Loyalty Rewards Programs Customer Confidence Culture 60

ShepHyken

OCTOBER 10, 2018

And then there are guarantees, promotions and contests that have “fine print” that is focused more on the company than the customer. I get that a company has to protect itself, but be careful not to offend or disappoint your customers. That’s what builds confidence, trust and loyalty. Follow on Twitter: @Hyken.

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Customer Service Training Loyalty Article Information 124

ShepHyken

SEPTEMBER 7, 2016

Customer Opportunity. Just last week I wrote an article about companies that ask customers to repeat their problems, account numbers and more. For example, getting transferred from one customer service representative to the next and having to repeat the issue. But, sometimes it’s okay to ask a customer to repeat their story.

Customer Service Representative 85

Customer Service Representative Customer Service Training Customers Article 85

ShepHyken

SEPTEMBER 7, 2018

This week we feature an article by Michelle Nickolaisen about customer review programs. Accept that you may be reviewed by the customer. Because your team holds the keys to customer relationships, you do have a unique opportunity to enable marketing and sales. A review program. A review program. This is a problem for vendors.

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Blog Demo 2018 Reference 87

ReviewTrackers

APRIL 7, 2021

Negative reputation, meanwhile, can drive away potential clients and increase customer churn. Customers won’t feel comfortable doing business with you if they feel like you’re not looking out for their best interests. Manage online reviews, social media, and customer feedback. Bank customers trust you with their data.

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Banking Management 2012 Social Media 94

ReviewTrackers

APRIL 2, 2019

Negative reputation, meanwhile, can drive away potential clients and increase customer churn. Customers won’t feel comfortable doing business with you if they feel like you’re not looking out for their best interests. Manage online reviews, social media, and customer feedback. Bank customers trust you with their data.

Banking 90

Banking Management 2012 Social Media 90

ShepHyken

JUNE 28, 2017

This was their Customer Experience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”. Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service. Just one small percentage point.

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Customer Service Training Customer Service Interaction Customer Experience 104

ShepHyken

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Retail Customer Experience) If service was an impulse encounter, what would be its features? Customers — specifically, loyal customers.

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2017 Article Customer Service Retail 74

ShepHyken

SEPTEMBER 13, 2017

The words you say, the way you act, and your attitude toward your job and your customer are sometimes the difference between satisfactory and amazing. implies you want to do more for your customer. It’s the difference between taking an order and serving a customer. Most servers would ask, “How is everything?”

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Customer Service Training Reference Communication Customer Service 97

ShepHyken

SEPTEMBER 27, 2017

The guy just didn’t want to get them, when a customer needed them. Let’s switch industries and talk about an icon in the world of customer service. When Nordstrom decided to move into the online world, many of their customers were concerned that they would erode their reputation for amazing service. You know the answer.

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Brands Customer Service Training Online Experience Customer Service 86

ShepHyken

OCTOBER 31, 2018

And, we want to teach our clients to be amazing to their customers, clients, guests, members – and anyone else they do business with. Often, it’s the effort of trying your best that gives others confidence about you. That’s what brings customers back – when they can say, “I can depend on them to always do what’s best.”

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Sports Books Customer Service Training Presentation 117

ShepHyken

OCTOBER 9, 2019

Maybe that’s the reason I’m so focused on creating amazing experiences for my clients and my clients’ customers—and, of course, everyone else. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. I’m a people-pleaser. I like to make everyone happy. Start by showing up on time.

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Customer Service Training Customer Service Information Customer Focused 119

ClientSuccess

OCTOBER 16, 2017

As any Customer Success Manager (CSM) can attest to, customer success is not merely the work of a single person or even a single department. Ensuring customers see success and thrive with a B2B product takes the work and input of an entire organization, from the CEO down to the last intern. It Brings Departments Together.

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Culture Customer Success Customer Centricity B2B 41

Magellan Solutions

NOVEMBER 27, 2023

Have you heard that 81% of buyers say that experiencing good customer service increases their likelihood of making a repeat purchase ? Exceptional customer service is a guiding light, capturing attention amidst many options. It attracts customers to the warmth of genuine service and concern.

Customer Service 52

Customer Service Exceptional Customer Service Customer Centricity Customer Satisfaction 52

ShepHyken

JANUARY 10, 2018

Sometimes, the most common-sense customer service tips are the most important. Customers want to know that you are focused on them. Taking three days to call someone back shows a lack of focus, if not a lack of concern, for the customer – whether it’s true or not. My response was simple. “I I just have one complaint.

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Customer Service Training Customer Service Information Feedback 49

ShepHyken

JUNE 14, 2017

We must always be honest with our customers. Even if it is something the customer doesn’t want to hear. I share this with you because the relationship we have with our customers is not that different than the relationship we have with a spouse, partner, significant other – or any other person that is close to us.

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Customer Service Training Information Customer Service Customer Focused 97

ShepHyken

MAY 2, 2018

Too many times I’ve asked a customer support rep a question and didn’t like the answer. For the customer, it’s the one they like the best. Inconsistent answers lead to customer confusion and a lack of confidence. And, without confidence, you can’t have trust. I preach customer service and soft skills training.

Hotels 91

Hotels Customer Service Training Customer Service Information 91