ShepHyken

JANUARY 4, 2023

Just as we want our customers to come back, we want our employees to stay.  . Customers’ Expectations of the “Basics” Continue to Rise – The basics are about friendly, helpful, convenient service. Done right, customer support makes you money. . Follow on Twitter: @Hyken.

2023 140

2023 Customer Service Customer Experience B2C 140

ShepHyken

JUNE 27, 2018

This is all part of the digital revolution, and the modern customer expects to have a consistent experience regardless of the channel. Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. Then along came emails, then chat, then chatbots.

Customer Service 89

Customer Service Loyalty Customer Service Training Customers 89

ShepHyken

OCTOBER 25, 2021

This article emphasizes that customers may not be so quick to want to use an automated or digital system. Our customer service research indicates that 59% of customers prefer to go to the phone or email over digital channels. Read this article and learn more about what customers expect.

Article 149

Article 2021 Customer Service 2026 149

ShepHyken

NOVEMBER 21, 2018

People need to know they can count on your product, not just your customer support department. Customer Service and Support: It’s a given that everyone in your organization will deliver a level of customer service that meets, if not exceeds your customers’ expectations. Follow on Twitter: @Hyken.

Loyalty 130

Loyalty Reference Customer Service Training Customers 130

ShepHyken

SEPTEMBER 1, 2021

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. I challenge you to accept that fact and to do business accordingly.? .

B2B 147

B2B Healthcare Customer Service Training Retail 147

ShepHyken

JUNE 19, 2019

Proactiveness: With today’s technological capabilities, why should a customer have to reach out for help to begin with? In many instances, companies can know a customer is having problems before the customer does. Predictive support will soon become a customer expectation. Follow on Twitter: @Hyken.

Customer Service 132

Customer Service Reference Customer Service Training Customers 132

ShepHyken

SEPTEMBER 28, 2016

So, a good way to describe what managing the un-Wow is would be to say… Avoid anything that would take away from the usual, hopefully positive, experience that your customers expect from you. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

2016 131

2016 Customer Service Training Customer Service Information 131

ShepHyken

AUGUST 23, 2021

This article, while focused on retail, has application to any industry. Reducing friction creates efficiencies, not only for the customer but also the business. Customers expect an easy and convenient experience with anyone they do business with. It’s about customer service training. Just kidding!

Article 19

Article 2021 Customer Service Customer Service Training 19

ShepHyken

MAY 31, 2021

Traditional e-commerce, mobile commerce (m-commerce), and social commerce (s-commerce) each have their own customer expectations that merchants must meet in order to stay competitive. My Comment: I’ve said for years that customers keep getting smarter when it comes to customer service and experience.

Article 134

Article E Commerce 2021 Customer Service 134

ShepHyken

NOVEMBER 9, 2016

Ignoring them on Social Media – The customer’s voice can now be heard by many. Be sure to respond – and do it quickly – to all customers’ comments, good and bad. If there is a problem or question, realize the customer expects an answer quickly, not hours or even days from when they posted or messaged you on social media.

Social Media 128

Social Media Customers Customer Service Training Connections 128

ShepHyken

SEPTEMBER 9, 2020

Never lose sight of what the customer expects. Meeting that expectation may be all you have to do to surprise and delight. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com.

Customer Service Training 136

Customer Service Training Customer Service Customer Expectations Information 136

ShepHyken

AUGUST 26, 2019

Are You Meeting & Exceeding Customer Expectations? Teresa Allen) My new customer service keynote, A 2020 Service Strategy to Grow Your Business focuses on 5 specific strategies. Today’s article focuses on Step ONE. There’s a big difference. by Teresa Allen.

2019 110

2019 Article Customer Service 2020 110

ShepHyken

DECEMBER 31, 2018

The statistic that Greg Hanover, the author, shares at the beginning of the article is that (according to PwC), consumers are willing to pay up to 16% more for better customer service. An interesting article on how to meet, if not exceed customer expectations. Follow on Twitter: @Hyken.

2018 100

2018 Article Customer Service 2019 100

ShepHyken

OCTOBER 24, 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.

Workshop 145

Workshop Customer Service Training Customer Service Article 145

ShepHyken

DECEMBER 25, 2019

Being understaffed means potentially irritating customers when they don’t get the service they’re used to. Recognize the opportunity you have with new customers. When customers receive great service during busy times, they know that less frantic times will be just as good, if not better. Follow on Twitter: @Hyken.

Retail 115

Retail Customer Service Training Information Customer Expectations 115

ShepHyken

MARCH 2, 2020

More than ever, it’s important to not just get new customers, but keep the customers you have. Forbes) Customer expectations often come down to one word: instant gratification. 6 tips for building an effective customer focus strategy by Hannah Wren. Zendesk) The good news is that customer focus can be improved.

2020 81

2020 Article Customer Service Hospitality 81

ShepHyken

MARCH 25, 2019

My Comment: A company that is known for its amazing customer service has it baked into its culture. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values. My Comment: If you want to win the customer service “game,” then you must practice the fundamentals.

2019 111

2019 Article Customer Service Competitive Advantage 111

ShepHyken

JUNE 17, 2018

The author of this excellent article uses Southwest Airlines as an example of a company that has created such a great relationship with their customers (passengers) that they give the airline the benefit of the doubt and “cut them slack” when things go wrong. If you want to meet those expectations, there are trends that you can’t ignore.

Article 83

Article 2018 Customer Service Airlines 83

ShepHyken

MAY 20, 2019

My Comment: This is not just a list of 20 ways to improve customer experience management; it’s a compilation of ideas from 20 experts. 14 Tips For Notifying Your Customers About Major Changes Without Scaring Them Away by Expert Panel, Forbes Communications Council. Follow on Twitter: @Hyken.

Article 23

Article 2019 Customer Service CEM 23

ShepHyken

AUGUST 19, 2019

9 Customer Service Mistakes You Need to Stop Making by Kinga Odziemek. (G2 G2 Crowd) Providing great customer service is not a choice or luxury; it’s a standard your customers expect. Well, here are nine “how to not’s” to consider in your customer service strategy.

2019 121

2019 Article Customer Service Leadership 121

ShepHyken

JANUARY 3, 2018

With that in mind, I’d like to share five customer service tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year. The customer expects more than ever. They no longer compare you to just your competitors.

2018 115

2018 Customer Service Social Media Customer Service Training 115

ShepHyken

SEPTEMBER 20, 2017

In other words, it is our customers’ perceptions that determine if we’ve provided good or bad customer service. The customer acts as the judge and jury. As a business, we can only hope that our efforts are in line with our customers’ expectations. Take this week to tweak the service. Talk about it.

Customer Service 110

Customer Service Customer Expectations Customer Service Training Customers 110

ShepHyken

FEBRUARY 8, 2021

Love (in the metaphorical sense) and appreciate your customers year-round. Key 2020 holiday shopping takeaways: It’s imperative to adapt as customer expectations evolve by Tara Bartley and Ashitha Bhanu. With so many articles that are focused on retail and consumers, it’s nice to get a deep dive on the B2B side.

2021 100

2021 Article Customer Service 2009 100

ShepHyken

DECEMBER 16, 2020

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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 155

Customer Service Customer Service Training Customers Communication 155

ShepHyken

APRIL 24, 2019

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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Books 117

Books Customer Service Training Customer Service Information 117

ShepHyken

AUGUST 5, 2019

Seriously, it is a good look into what customers expect and want from the companies they do business with. 10 Tips for Balancing Self-Service, Hands-On Customer Care Support by MCM Staff. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2019 108

2019 Article Customer Service Customer Relationship Management 108

ShepHyken

JANUARY 14, 2019

My Comment: Here’s a list of ten strong tips to help you and your organization become more customer focused. One I’ve been talking about since the begging of my career in customer service and CX is number nine, which is speed and urgency. Today, more than ever, customers expect a fast response.

2019 97

2019 Article Customer Journey Mapping Customer Service 97

ShepHyken

SEPTEMBER 21, 2020

My Comment: Want to meet – and even exceed – your customers’ expectations? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Article 95

Article 2020 Customer Service Employee Experience 95

ShepHyken

JULY 25, 2018

Customer service and customer experience (CX) have become as hot of topics as any in business. It’s become a customer expectation. Don’t deliver on the CX and the customer will find someone – or some company – that does. It’s what drives our business. For information, contact 314-692-2200 or www.hyken.com.

Employee Experience 91

Employee Experience Customer Experience Workshop Customer Service Training 91

ShepHyken

OCTOBER 1, 2018

My Comment: The article opens with the following line: Today’s customers expect the same level of service and experience that they receive from global leaders such as Amazon, Google and Apple. You’re no longer compared to your competition, but to the companies who provide the best service.

2018 18

2018 Article Customer Service Employee Experience 18

ShepHyken

AUGUST 30, 2021

My Comment: Let’s start off this week’s Top Five roundup with some commentary from ten companies that are customer-focused and pushing for a better CX. Retail expert, Shelley Kohan, shares her thoughts on why customer service is, in her opinion, on the decline. She backs it up with plenty of examples and stats.

Article 16

Article 2021 Customer Service Magazine 16

ShepHyken

SEPTEMBER 7, 2020

Customer Experience or Customer Engagement – what’s the difference and how do you truly engage? CustomerThink) Customer experience is traditionally focussed on flexing what you do to meet customer expectations. My answer is that customer engagement is what can enhance the customer experience.

Article 92

Article 2020 Customer Service Customer Retention 92

ShepHyken

JUNE 7, 2017

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 What Has Changed in Customer Service? Follow on Twitter: @Hyken.

Customer Service 118

Customer Service Social Media Customer Service Training Customers 118

ShepHyken

FEBRUARY 25, 2019

This article makes the point that trust is a defining piece of the customer experience. Today’s customers expect trust, and as the author states, it “has become the indispensable connective tissue between brands and customer loyalty.”. It drives repeat business and loyalty. It drives word-of-mouth referrals.

2019 90

2019 Article Customer Service Guest Experience 90

ShepHyken

AUGUST 22, 2016

Exceeding Customer Expectations Is Nice but Not Necessary by Adam Toperek. CTS Service Solutions) Let me say it here once and for all: You do not have to exceed customer expectations to deliver great service. My Comment: Adam Toporek is an author, blogger and all round good guy. Follow on Twitter: @Hyken .

2016 0

2016 Article Customer Service Customer Retention 0

ShepHyken

NOVEMBER 4, 2019

Each week I read a number of customer service and customer experience articles from various resources. Gypsy and Your Customers Expect Kindness by Chip Bell. Forbes) Your customers are a lot like Gypsy in their expectation of kindness. Just some good customer service insights.

Article 84

Article 2019 Customer Service Social Media 84

Integrity Solutions

OCTOBER 5, 2022

Clearly, a customer service culture pays dividends, and that’s just one of the reasons you see so many companies touting their “customer obsession” through values like empathy, friendliness, accountability, honesty and transparency. Leaders know that customer expectations are higher than ever.

Culture 87

Culture Customer Service Customer Service Training Contact Center 87