ShepHyken

FEBRUARY 21, 2023

Ten years ago, I wrote an article about why delivering an amazing customer experience is important. So, here are today’s 10 reasons why you should deliver an amazing customer service experience: Creating customer service builds trust, credibility and confidence. Follow on Twitter: @Hyken

Customer Experience 69

Customer Experience Customer Service Training Reference Loyalty 69

Thematic

JUNE 17, 2024

In the high-stakes game of customer experience (CX), ignorance isn’t bliss – it’s a death sentence for your bottom line. The importance of customer experience is often underestimated, leading to significant business losses.

Customer Experience 62

Customer Experience Retail Loyalty Consumers 62

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ShepHyken

MARCH 21, 2023

Go out there and deliver the five-star experience that makes customers say, “I’ll be back!” Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Get more information on The Customer Focus ™ customer service training programs.

Customer Experience 69

Customer Experience Customer Service Training Books Customers 69

Integrity Solutions

SEPTEMBER 28, 2023

Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. Their emphasis customer service training delivers end-to-end service excellence that is driving strong loyalty, competitive differentiation and direct revenue generation.

Customer Service Training 107

Customer Service Training Customer Service Contact Center Culture 107

ShepHyken

SEPTEMBER 26, 2018

So, what happens when you and your competition seem to be similar in quality, price and service? Add one more layer of customer experience, a convenient experience, and you can take the business away from your competitor. That means, in most situations, your competition is trying to do what you do. How can you stand out?

Automotive 638

Automotive Competitive Advantage Customer Service Training Customer Service 638

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. My Comment: I’m a big fan of using social media to enhance the customer experience.

2021 96

2021 Article Customer Service Social Media 96

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. million customers.

2020 160

2020 Article Customer Service Airlines 160

ShepHyken

JANUARY 11, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Measure Your Customer Experience Maturity by Sharon Florentine. My Comment: This is an introduction to the concept of customer experience (CX) maturity.

2021 98

2021 Article Social Media Customer Service 98

ShepHyken

OCTOBER 29, 2024

Always Available – Even with AI and digital support as good as they are today, customers may still want to talk to a human. Empowered Employees – Customers want to work with employees who can make good customer-focused decisions and don’t have to ask a manager whenever there is a unique or special request.

Workshop 85

Workshop Loyalty Programs Customer Service Training Customer Service 85

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. Which is Your CX Priority: Satisfied Customers or Profit? LinkedIn) What should your ultimate goal be when designing your customers’ experiences? (G2 by Mary Drumond.

2019 121

2019 Article Customer Service Leadership 121

ShepHyken

JULY 6, 2016

Many will argue that convenience is part of customer service or the customer experience. 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.

Customer Experience 89

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ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. Lego Customers Lose Millions of Pieces a Year. If you’ve struggled with how to measure, or “evaluate” your customer service, here are some ideas to give you some clarity. Follow on Twitter: @Hyken.

Article 76

Article 2021 Customer Service Metrics 76

ShepHyken

APRIL 13, 2022

If all they are focused on is the process or the bottom line and they don’t take their employees and customers into consideration, you’ll have a well-run business that loses to a competitor who creates a better customer experience. . The post The Day I Became a Customer Service Expert and Two Important Lessons?

Customer Service 135

Customer Service Customer Focused Customer Service Training Customers 135

ShepHyken

OCTOBER 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. Bring Customer Loyalty Under the Customer Experience Umbrella by Phil Britt.

2019 54

2019 Article Customer Service Loyalty Programs 54

ShepHyken

SEPTEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi.

2020 79

2020 Article Customer Service Culture 79

Lumoa

FEBRUARY 7, 2023

By utilizing VoC, businesses can gain valuable insights into how their customers truly feel about their products, services, and overall brand image. Implementing a VoC program will help you understand your customers better and know where to focus your efforts on improving the customer experience.

Customer Centricity 158

Customer Centricity Voice of Customer Social Media NPS 158

ShepHyken

JULY 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Improving Social Media Customer Service by Fara Haron. My Comment: Companies are using social media customer care/service to increase loyalty and gain market share.

2019 120

2019 Article Customer Service Social Media 120

ShepHyken

MARCH 26, 2024

And in business, Steve Jobs of Apple said, “It takes a lot of hard work to make something look simple.” There is some very practical wisdom in these motivational and inspiring quotes that we can apply to the customer service and CX world. Think of the best customer experiences you have had. There’s a difference!

Entertainment 92

Entertainment Sports 2024 Workshop 92

ShepHyken

NOVEMBER 9, 2022

Founder, Jeff Bezos, was an early adopter of a relentless focus on the customer experience.? . Did Bezos really believe that Amazon should be so good they didn’t need a customer service department? Did he really have an empty chair in his meetings to represent the customer? That’s truly customer-focused! .

Competitive Advantage 73

Competitive Advantage Books Customer Focused Customer Service Training 73

ShepHyken

APRIL 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. “Giving back” is part of the customer experience. ” 15 Customer Service Strategies To Help You Deliver A 5-Star Experience by Forbes Coaches Council.

2020 87

2020 Article Customer Service Government 87

CSM Magazine

OCTOBER 7, 2024

Enhanced personalization : AI analyzes customer data and history to offer more tailored responses, improving the overall customer experience. Agent focuses on complex tasks : With AI managing simpler requests, agents can dedicate more time to complex issues, boosting productivity and job satisfaction.

Contact Center 52

Contact Center Omnichannel Call Center Competitive Advantage 52

ShepHyken

MAY 21, 2018

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster. QSR) In the fight to win back its brick-and-mortar customers, Starbucks is leveraging technological and experiential methods.

Article 83

Article 2018 Customer Service Customer Service Strategies 83

ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services).

Culture 110

Culture Customer Service Poor Customer Service Leadership 110

ShepHyken

DECEMBER 6, 2023

It’s about a customer-focused, friendly approach that doesn’t taint the experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. It’s not about who’s right and who’s wrong. It’s not about blame.

Workshop 154

Workshop Customer Service Training Customers Interaction 154

ShepHyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

Customer Service Training 132

Customer Service Training Customer Retention Customers Sales 132

ShepHyken

JULY 28, 2021

Your people must understand what is expected and what drives the experience you’re trying to provide. It’s ongoing reinforcement of the goal for the customer experience you want to provide. Some organizations have daily meetings where customer service and experience are brought up, even if just for two or three minutes.

Customer Service Training 166

Customer Service Training Customer Service Customers Customer Focused 166

ShepHyken

DECEMBER 28, 2022

Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience. So, I’ve created a list of simple ways to deliver the experience that everyone wants. Customers love working with empowered employees. . Be customer focused.

2023 135

2023 Fashion Customer Service Training Reference 135

ShepHyken

JUNE 29, 2022

However, great is the addition of a better customer experience. If you go to a restaurant that has the most delicious food, but the service is outright terrible, you wouldn’t refer to that as a great experience. What elevated it to a great experience was the less-than-one-minute phone call I received from “my guy.” .

Reference 132

Reference Customer Service Training Definition Retail 132

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience. (The Follow on Twitter: @Hyken.

Article 69

Article 2022 Customer Service Loyalty Programs 69

ShepHyken

NOVEMBER 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. That is what will turn a good customer experience into a great customer experience.

Article 84

Article 2018 Customer Service Airlines 84

ShepHyken

JANUARY 23, 2024

If you’re making your customer go through the same process multiple times, you’re creating a negative customer experience. This happens at my car dealership, bank, and other supposed customer-focused organizations. Their processes bog the customer down with repetitive tasks and often unnecessary procedures.

Workshop 92

Workshop Insurance Banking Customer Service Training 92

ShepHyken

SEPTEMBER 29, 2022

We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. I’ve been working with an amazing client. Follow on Twitter: @Hyken.

Customer Service Training 129

Customer Service Training Customer Service Feedback Customer Focused 129

ShepHyken

MARCH 16, 2022

Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX). So, with that, I bring you Shep’s Law of Customer Service , which is: . They don’t come back.? . Notice that I put the word almost in the definition.

Customer Service 122

Customer Service Customer Service Training Definition Customers 122

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.

2019 102

2019 Article Customer Service Social Media 102

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out.

Culture 112

Culture Customer Centricity Sports Definition 112

ShepHyken

AUGUST 24, 2022

They have great customer service. . They provide a great overall customer experience. . Create an experience that builds confidence and trust, and you’ll build a relationship that gets your customers to say, I’ll be back. . What is it that makes you want to come back? Here are a few possible reasons: .

2022 136

2022 Customer Service Training Customers Customer Service 136