ShepHyken

FEBRUARY 26, 2020

I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific insights on how to improve the customer experience. Personalization is a hot topic, and “on-demand” is about giving the customer what they want when they want it. That is the way to truly transform the customer experience.

Customer Experience 122

Customer Experience Transportation Books Travel 122

CloudCherry

AUGUST 22, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic ® , The Loyal Customer , The Cult of the Customer , The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. Listen Now! The post You say you want a Revolution? appeared first on CloudCherry.

Travel 240

Travel Customer Service Training Books Culture 240

ShepHyken

JANUARY 11, 2023

Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). Follow on Twitter: @Hyken.

Employee Experience 137

Employee Experience Customer Experience Call Center Customer Service Training 137

ShepHyken

JULY 28, 2021

One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement. For example, your customers might say: “They are always so helpful.”. Beyond understanding, it takes training – and not just one time.

Customer Service Training 168

Customer Service Training Customer Service Customers Customer Focused 168

Experience Investigators by 360Connext

JANUARY 28, 2020

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. First, understand the true costs of NOT investing in customer experience.

2020 250

2020 Net Promoter Score ROI Metrics 250

ShepHyken

FEBRUARY 12, 2020

Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what! Become customer-focused. This means that in addition to creating an amazing customer experience, every decision keeps the customer in mind. Be transparent.

Customer Focused 154

Customer Focused Customer Service Training B2B Customers 154

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Should the Chief Experience Officer Cease to Exist? How Consumers Now Define a Good Customer Experience by Jack M. My Comment: How do our customers define a good customer experience?

2021 156

2021 Article E Commerce Customer Service 156

ShepHyken

APRIL 28, 2021

This is a great customer service training lesson. So, he calls the dealership’s customer service number, which was actually a support center for all of that brand’s dealerships in the U.S. And that’s not the type of customer experience that gets a customer to say, “ I’ll Be Back.”.

Transportation 174

Transportation Customer Service Training Presentation Customer Service 174

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Thank you MattsenKumar!).

2021 146

2021 Article Customer Service Loyalty Programs 146

ShepHyken

JANUARY 20, 2021

So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships. Within two years he had made big strides.

Customer Service 165

Customer Service Customer Service Training Touchpoint Reference 165

ShepHyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. This article focuses on how the EX impacts the CX.

Article 158

Article 2021 Customer Service Loyalty Programs 158

ShepHyken

AUGUST 5, 2020

As she moved into this role, she realized the opportunities that would come from providing a better customer experience. While this question was general, it focused on what was getting in the way of success for both the employees and their customers. That’s exactly what my friend and client, Diane Kniowski, did.

Customer Service 165

Customer Service Workshop Customer Service Training Customers 165

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

SEPTEMBER 16, 2020

Grant authority to employees to make customer-focused decisions. This is about giving your team the authority to take care of your customers. It takes some training to show an employee how far they can go, but once you train them, let them go forth and be successful. I know… this is common sense.

Customer Service 170

Customer Service Customer Service Training Customer Service Representative Reference 170

ShepHyken

MARCH 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Why marketing can no longer ignore customer experience by Jason VandeBoom. Digiday) Customer experience is rapidly becoming more designable, more accessible and more creative.

2021 149

2021 Article Customer Service Airlines 149

ShepHyken

SEPTEMBER 2, 2020

(Sounds a lot better than, “Welcome, customer!”). She wanted an opinion on why we call the experience a customer experience. In her mind, using the word “customer” puts distance between customers and the company. The post Does It Matter How You Refer to Your Customers? Follow on Twitter: @Hyken.

Reference 164

Reference Hotels Customer Service Training Connections 164

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? Don’t miss the opportunity to create customer loyalty through an easy and hassle-free return policy. accounting, legal services).

Article 129

Article 2022 Customer Service Customer Service Training 129

ShepHyken

FEBRUARY 10, 2021

The point he was making was that the customer experience begins the moment the customer connects with you, not when they see you on stage or in person. It happens between the moment the customer thinks of you and the time they actually buy. Everything that happens leading up to the sale is part of the customer experience.

Magazine 137

Magazine Entertainment B2C Customer Service Training 137

ShepHyken

MARCH 4, 2020

Connect with your customers on an emotional level to move them beyond being “just satisfied.”. “It It is the total customer experience—not just customer service—that creates loyalty.” Don’t confuse customer service with customer experience. Loyalty is an emotion.

Books 169

Books Loyalty Customer Service Training Customers 169

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. Customer Experience Starts – and Stops – With Emotions by Kristi Knight.

2021 156

2021 Article Customer Service Social Media 156

ShepHyken

JANUARY 4, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience Tips and Advice from the Pros During Disruption by Srijana Angdembey. How to design your business to deliver better customer outcomes by Vala Afshar. These ideas are brilliant!

2021 156

2021 Article Customer Service Retail 156

ShepHyken

MARCH 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. For this short post, let’s look at two emerging customer experience trends.

Article 108

Article 2021 Customer Service Customer Service Training 108

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. Mission-Driven Customer Experiences (CX): A Guide by Nate Brown.

2021 164

2021 Article Customer Service Guest Experience 164

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Why Empathy is Core to Closing the Customer Experience Gap by Mark Zablan. Follow on Twitter: @Hyken.

2021 163

2021 Article Customer Service Net Promoter Score 163

ShepHyken

NOVEMBER 18, 2020

You may have the best people in the world for your customers to talk to. Do you also have a process—a customer experience (CX)—that makes them feel safe? has a minor change: Does the process our customer experiences make them want to come back the next time they need what we sell? So, The Loyalty Question 2.0

Loyalty 151

Loyalty Books 2018 Customer Service Training 151

ShepHyken

APRIL 10, 2019

As part of his onboarding process, Bob was put through customer service training. He learned about how to treat the company’s customers with dignity and respect. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. So, we’ll just refer to him as Bob.

Leadership 127

Leadership Culture Customer Service Training Reference 127

ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. Curbside Pickup and BOPIS: What Makes for a Successful Customer Experience? by Erin Ollila.

2021 163

2021 Article Customer Service Customer Retention 163

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. Florida Butcher Shop Installs Vending Machine to Serve Customers 24/7 by Retail Customer Experience.

Article 160

Article 2021 Customer Service B2C 160

ShepHyken

FEBRUARY 24, 2021

The point is this: We use convenience to create a better customer experience. But, convenience and lower friction need to go beyond the customer experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. That’s a lot of money – and a lot of bubbles!

Customer Service Training 157

Customer Service Training Innovation Books Technology 157

ShepHyken

SEPTEMBER 1, 2021

Our customers are smarter than ever when it comes to customer service and receiving a great customer experience. They no longer compare us only to our direct competitors, but instead, to the best service they have received from any company, large or small, global or local. I’ve written about this before.

B2B 154

B2B Healthcare Customer Service Training Retail 154

ShepHyken

JULY 21, 2021

I informed them that being nice is the backbone of the customer experience and that it’s common sense. 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 Service 174

Customer Service Customer Service Training Customers Books 174

ShepHyken

MAY 20, 2020

My friend Stacy Sherman , head of customer experience at Schindler Elevator Corporation , is personally dedicated to “humanizing business.”. She is not only “in the trenches,” working in the customer service and experience world, she has also been recognized as a customer experience thought leader.

Customer Service Training 149

Customer Service Training Customer Service Customer Experience Information 149

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 141

Customer Service Customer Focused Customer Service Training Customers 141

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 blame.

Workshop 159

Workshop Customer Service Training Customers Interaction 159

ShepHyken

JUNE 5, 2019

Call your company from the outside and experience what it’s really like to go through the phone tree or be put on hold. Make a call to the sales department or go visit a store as a customer. Experience all you can from the customer’s perspective. We want our customers to have a great experience.

Customer Service Training 134

Customer Service Training Customer Focused Information Sales 134

ShepHyken

JANUARY 29, 2020

Almost everything I’ve written about and shared via video since I’ve been in business for more than 38 years has been about customers—specifically, getting customers to love doing business with you, come back time after time and become an extension of your sales and marketing efforts by evangelizing your products and services.

Books 158

Books Customer Service Training Sales Article 158

ShepHyken

APRIL 15, 2020

The other day I was talking to my friend and fellow customer experience (CX) expert, Dan Gingiss. 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.

Sports 151

Sports Entertainment Customer Service Training Information 151