ShepHyken

DECEMBER 25, 2019

The time between Thanksgiving and New Year’s is crunch time for retailers. In some industries, the busy season means an influx of calls, emails and messages from customers who need help. Being understaffed means potentially irritating customers when they don’t get the service they’re used to. Follow on Twitter: @Hyken.

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Retail Customer Service Training Information Customer Expectations 115

ShepHyken

AUGUST 23, 2021

Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. This article, while focused on retail, has application to any industry. Reducing friction creates efficiencies, not only for the customer but also the business. It’s about customer service training.

Article 18

Article 2021 Customer Service Customer Service Training 18

ShepHyken

SEPTEMBER 1, 2021

Amazon revolutionized the book industry and eventually the entire retail industry. . Some of my B2B clients don’t think they have to meet Amazon’s level of service. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. That’s nothing new. Follow on Twitter: @Hyken.

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B2B Healthcare Customer Service Training Retail 146

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. Here are my top five picks from last week.

Article 82

Article 2024 Customer Service Magazine 82

Happy or Not

NOVEMBER 13, 2024

JACK & JONES: elevating customer satisfaction by 35% JACK & JONES, a renowned menswear retailer, sought to elevate customer experience and boost customer loyalty by implementing HappyOrNot’s real-time feedback system across their Finnish stores. Read the full case study here 2.

Customer Service 36

Customer Service Hospitality Customer Centricity Sports 36

ShepHyken

JUNE 17, 2018

5 Common Customer Service Complaints and How to Fix Them by Swati Kungwani. Retail Customer Experience) A retail business can never be immune from complaints. If you want customers, complaints are complimentary. Customer is the ultimate king. Even if you don’t you’ll enjoy this article.)

Article 83

Article 2018 Customer Service Airlines 83

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.

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2019 Article Customer Service Leadership 120

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. Our customers’ expectations (in all types of businesses, not just retail) have changed.

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2021 Article Customer Service 2009 99

ShepHyken

NOVEMBER 8, 2021

100 Totally Wacky & Weird Questions People Ask Retailers That Catch Them Off Guard—And Probably Make You Giggle, Too! Here are 100 of the strangest things retailers have been asked by customers. 7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2) by Bob Phibbs.

Article 94

Article 2021 Customer Service Retail 94

ShepHyken

DECEMBER 31, 2018

Consumers Are Willing To Pay More For Better Customer Service. Retail TouchPoints) Every day, consumers across the U.S. 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.

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2018 Article Customer Service 2019 99

ShepHyken

APRIL 16, 2018

This Is The One List That Retail Businesses Want To Avoid by Dan Gingiss. Forbes) Retail signs and displays communicate more about your brand than just what’s on sale. It’s like an episode of TV Bloopers but in the retail world. CMSWire) Delivering strong customer experiences (CX) ties directly to your bottom line.

2018 48

2018 Article Customer Service Retail 48

ShepHyken

SEPTEMBER 1, 2024

An Experience-Focused Approach to Subscriptions by Wendy Karlyn (Retail Customer Experience) A subscription model isn’t a golden ticket to success as it requires careful strategy and consistent execution. Even though this is focused on retail, almost every company in any industry can create a subscription model.

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Article Magazine Customer Service 2024 71

ShepHyken

AUGUST 7, 2017

Is The Customer Service “Department” Becoming Obsolete? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers. 6 Lessons in Retail… from a Cheese Monger by John Boccuzzi.

2017 17

2017 Article Customer Service Social Media 17

ShepHyken

AUGUST 30, 2021

The Difference Between Personalization and Customization in Retail CX by Angelo Coletta. Retail Customer Experience) Angelo Coletta, the founder of Zakeke, defines personalization and customization within the retail customer experience and the vastly different benefits provided both in-store and online.

Article 16

Article 2021 Customer Service Magazine 16

ShepHyken

MARCH 25, 2019

How do your customers know you really, really care? Retail Customer Experience) Here are three examples of what caring looks like up close and personal. My Comment: My fellow customer service expert and colleague, Chip Bell, shares several excellent examples about taking personalization to a higher level.

2019 110

2019 Article Customer Service Competitive Advantage 110

ShepHyken

FEBRUARY 5, 2018

How Retailers Can Use Customer Experience to Compete with Amazon by Marissa Bosché. Apptentive) In this post, we outline a few key ways that retailers can step their customer experience game up to keep their customers happy, engaged, and loyal. The sales person than can out service their competitor wins.

2018 15

2018 Article Customer Service B2C 15

ShepHyken

NOVEMBER 22, 2021

TotalRetail) Regardless of retail’s latest headwind, brick-and-mortar organizations continue to embrace their enduring mission: get consumers into retail locations and convince them to part with their money. This has taken its toll on traditional brick-and-mortar retail stores. Here’s Why by Bobby Marhamat.

2021 87

2021 Article Customer Service E Commerce 87

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.”. CX is for retail brands, as in B2C. It drives repeat business and loyalty.

2019 89

2019 Article Customer Service Guest Experience 89

ShepHyken

OCTOBER 23, 2017

(Huffington Post) High performing customer service organizations are changing and redefining performance metrics to better align how they measure service delivery success to their customer expectations, according to the worldwide state of customer service research by Salesforce. The future is now!

2017 74

2017 Article Customer Service Retail 74

ShepHyken

JUNE 15, 2020

The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? by Retail TouchPoints. Retail TouchPoints) In 2020, revenue is critical. And one of the biggest factors contributing to revenue is customer loyalty. The goal is to build revenue while building and earning your customers’ loyalty.

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2020 Article Customer Service Retail 76

ShepHyken

AUGUST 28, 2017

One of the most important aspects of doing business for almost any company is customer service. In order to develop a loyal customer base and thrive, companies often need to go above and beyond customer expectations. company claims to prioritize customer needs, only a few are able to do so successfully.

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2017 Article Customer Service Contact Center 81

ShepHyken

FEBRUARY 27, 2017

The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. RIS) In today’s omnichannel climate where differentiation is increasingly difficult and customer expectations are heightened, customer service is critical for delivering differentiated shopping experiences. Follow on Twitter: @Hyken.

2017 75

2017 Article Customer Service Retail 75

ShepHyken

OCTOBER 3, 2022

Pepsico Foodservice Exec Talks Unattended Retail by Elliot Maras. Retail Customer Experience) PepsiCo Foodservice, looking to keep a pulse on consumer attitudes to these various solutions, conducted a consumer survey last year to gain a better understanding of what consumers are looking for when it comes to unattended retail.

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Article 2022 Customer Service Retail 14

ShepHyken

NOVEMBER 12, 2018

Starting Monday, 14 stores in Dallas will have scan-and-go technology built in the company’s mobile app, so customers can scan and pay for items on their phones. As we head toward “cashless retail,” other companies are stepping up, and one of them is 7-Eleven. My Comment: Customer experience is marketing.

2018 93

2018 Article Customer Service 2019 93

ShepHyken

JUNE 26, 2023

Customer Experience Insights From Fast-food Chains by Brittany Hodak (Brittany Hodak) In today’s experience economy, customers are no longer comparing you to your direct competitors. Just like art, the best customer service is about making emotional connections with customers. Connect with Shep on LinkedIn.

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Article Customer Service 2023 Customer Centricity 16

ShepHyken

SEPTEMBER 15, 2024

Restaurants, retail stores, salons and a wide range of businesses leverage loyalty programs to keep customers coming back and transform occasional customers into frequent shoppers. Customers are also making decisions and choices on a different basis than before. Connect with Shep on LinkedIn.

Article 82

Article Loyalty Programs Customer Service 2024 82

ShepHyken

AUGUST 20, 2018

” Are your customers’ experiences profoundly remarkable? Retail Customer Experience) Emotional connection in the customer experience game is a mere table stake, not an extra or a value-add. The absence of an emotional connection is the definition of a poor customer experience. by Chip Bell.

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Article 2018 Customer Service B2B 69

Ann Michaels and Associates

OCTOBER 28, 2018

Customer service training is one of the smartest investments a company can make… Ever talked to a phone representative who was anything but helpful? Or asked a retail employee for help only to feel like you are inconveniencing them? The post Service with a Smile appeared first on Inside the Customer Experience.

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2012 Customer Service Training 2010 Measurement 61

CSM Magazine

JUNE 8, 2023

I keep wondering if customers have given up on demanding better service or if this is the new normal in customer service. Most owners of businesses believe they already have great service. I went to a retailer last week that services swimming pool cleaners. Body language is 55% of communication.

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Customer Service Customer Service Training Communication Download 105

ShepHyken

JANUARY 17, 2022

It starts with a definition of CX and then shares seven ways to improve it, including customer journey mapping, getting feedback from employees, personalizing the experience, and more. Understand and Predict Customer Needs With Customer Journey Analytics by Simon Fraser. Follow on Twitter: @Hyken.

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Article 2022 Customer Service Customer Journey Mapping 68

ShepHyken

AUGUST 7, 2017

Is The Customer Service “Department” Becoming Obsolete? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers. 6 Lessons in Retail… from a Cheese Monger by John Boccuzzi.

Article 59

Article Customer Service 2017 Social Media 59

ShepHyken

APRIL 25, 2022

Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. Retail Customer Experience) More than half, 60%, of consumers would rather sit in a traffic jam than have a poor customer experience, according to a Telus International survey. This is not rocket science.

Article 65

Article 2022 Customer Service Loyalty Programs 65

ShepHyken

JUNE 22, 2020

Retail Customer Experience) Mike Roberts, chief creative officer at Green Room Design, a brand and retail consultancy, maps out what Gen Z consumers are all about and the experience design innovations that connect them as humans and individuals. How companies can elevate the digital customer experience by Tereza Litsa.

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Article 2020 Customer Service Retail 57

ShepHyken

OCTOBER 17, 2022

For Incredible Results: Surprise and Delight Your Most Devoted Customers by Laura Bassett. CMS Wire) Who comes back for average customer experience? Every interaction with a customer is a loyalty test. Customers expect in-store service whether their journeys start in search, include a chatbot or end with an agent conversation.

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Article 2022 Customer Service Exceptional Customer Service 13

ShepHyken

FEBRUARY 21, 2022

The Value Gap a New Blueprint for Customer Expectations by Quinine. Quinine) Brands continually need to work hard to understand the new priorities of consumers, as what they value changes, and what they need and want from their physical retail experiences shifts. It’s when consumers feel like they’ve won the lottery.

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Article 2022 Customer Service 2005 71

ShepHyken

JUNE 20, 2022

How to Create a Total Experience that Fulfills 3 Fundamental Customer Needs by Kate Kompelien. CMSWire) For as long as goods have been bought and sold, customer expectations for how these goods should be delivered have been in a constant state of evolution. Consider the example of coffee. Maybe it’s time to start!).

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2022 Article Customer Service Loyalty Programs 13

ShepHyken

MAY 30, 2022

(The Drum) When we reflect on poor customer service, we often associate it with long wait times, inadequate staff and slow outcomes. But we fail to reflect on the marketing overpromises or products that have underdelivered in meeting customers’ expectations. As the article states, it starts with culture… who you hire.

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Article 2022 Customer Service Rewards Programs 13