This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
Customer ExperienceCustomer Service StrategiesCustomer Service Training
Luke Jamieson, a customerexperience (CX) thought leader in Australia, asked me to answer 20 customerexperience questions in a lightning round style for one of his projects. EVERY interaction your customersexperience. Lets play 20 Questions. There is a lot here, so Im breaking it into two parts.
Heres a link to the article that featured the first Ten CustomerExperience questions and answers.) Id be Captain Amazing, working with clients who want to create amazing customer and employee experiences. Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author.
Today, the organizations that are delivering a superior customerexperience are proving just how outdated that perspective is. Their emphasis customerservicetraining delivers end-to-end service excellence that is driving strong loyalty, competitive differentiation and direct revenue generation.
You need to take into account their expectations, needs, and final feedback for your services to create an excellent customerservicetraining program. To create an awesome training program, you can use an online customerservicetraining software that: Engages customerservice operators till the end.
It’s how a customer is treated at every step of doing business with you. We recently had a client say their training budget didn’t have money allocated to customerservicetraining. Typically, companies spend a lot of money training salespeople, which often falls under the sales budget, not the training budget.
I recently released my 2021 Achieving Customer Amazement research. and asked them numerous questions about topics related to customerservice, customerexperience, loyalty, reviews, and more. One of the questions had to do with creating a personalized experience. . We surveyed 1,000 consumers in the U.S.
I’m sorry if I just revealed how the magic trick works, but it’s so good, and it’s something we can all do, that we need to be reminded how simple it can be to personalize the customerexperience. Shep Hyken is a customerservice expert, keynote speaker, and New York Times, bestselling business author.
We Want Satisfied Customers: Our annual customerservice research found that one in four (23%) dont return to a business that just satisfies them. Only the Front Line Needs CustomerServiceTraining: Everybody in an organization is responsible for their role in customerservice.
Functionality versus customerexperience: Do they belong together? And both dealerships – Ford and Ferrari – provide stellar customerservice. While both may appreciate a good customerexperience, one wants a different product experience. Here’s another example. The Ford costs about $25,000.
Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customerservice and customerexperience keynote speeches and his customerservicetraining workshops at www.Hyken.com.
Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customerservice and customerexperience keynote speeches and his customerservicetraining workshops at www.Hyken.com.
I don’t think there’s a company on the planet that can please every customer every time, although that’s a lofty goal and the theme of one of my books, Amaze Every Customer Every Time. It’s unrealistic to think you could retain 100% of your customers forever. Connect with Shep on LinkedIn.
And in the world of customerservice and CX, there is much to be excited about. Last month I released my annual Top Ten CustomerExperience Predictions in my weekly Forbes column. One way to earn trust is to create a predictable, consistent experience. So much has changed in just the past three years.
Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customerservice and customerexperience keynote speeches and his customerservicetraining workshops at www.Hyken.com.
Share insights with your team and use them to stay customer-focused and ahead of your competition. Recognize that there are two areas in which you want to compete: providing a better customerexperience and having fewer complaints. In a perfect world, you would have no complaints. Connect with Shep on LinkedIn.
Most companies like to say they provide great customerservice and deliver it with integrity, but what does that really mean? Have you created a customerservicestrategy that defines those expectations? . Implementing A CustomerServiceStrategy. Get Employee Input To Guide The Strategy.
Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customerservice and customerexperience keynote speeches and his customerservicetraining workshops at www.Hyken.com.
Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customerservice and customerexperience keynote speeches and his customerservicetraining workshops at www.Hyken.com.
Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customerservice and customerexperience keynote speeches and his customerservicetraining workshops at www.Hyken.com.
Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customerservice and customerexperience keynote speeches and his customerservicetraining workshops at www.Hyken.com.
If, on that day, time is important and you don’t want to make others wait, the answer is probably the fastest – as in more convenient – choice, not the best coffee or the friendliest service. If you’ve been following my work, you know I’m a big fan of a convenient customerexperience. Once time is gone, you can’t get it back.
Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customerservice and customerexperience keynote speeches and his customerservicetraining workshops at www.Hyken.com.
Most everyone in the business world is familiar with the idea of customerexperience (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.
Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customerservice and customerexperience keynote speeches and his customerservicetraining workshops at www.Hyken.com.
While many companies are still improving and trying to keep up with the technology, customers who take advantage of the new ways to get questions answered and complaints resolved are very happy with the companies that have kept up with the latest ways to manage the customerexperience. Connect with Shep on LinkedIn.
Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customerservice and customerexperience keynote speeches and his customerservicetraining workshops at www.Hyken.com.
AI is reshaping customerservice and customerexperience faster than we could ever imagine. Smart companies have found the balance between the human touch and the digital experience. Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author.
One of the big concepts we teach in our customerservicetraining 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.
Ive written about creating convenient, frictionless experiences many times in the past, and I will continue to do so in the future as it may be one of the most important customerexperiencestrategies in our arsenal of tactics for getting customers to come back again and again. Connect with Shep on LinkedIn.
When these loyal customers are supported through great customerservice, then they don’t have a reason to seek out other businesses. Why Does CustomerService Impact Retention? When a customer encounters great customerservice, they trust that your company will treat them right no matter what issue pops up.
I’ve said it before – I don’t agree with the saying that the customer is always right. Actually, I believe in the opposite, and it’s one of the concepts we teach in our customerservicetraining workshops. It is this: The customer is NOT always right. … Connect with Shep on LinkedIn.
Here is the best from 2024: Rip the Band-Aid Off Communication : Communication is a cornerstone of the customerexperience. CustomerService Week 2024 : This special week is celebrated the first full week of October. Some people have told me they love the cartoons and dont read the articles. Find ways to be simple!
Customerservice and customerexperience (CX) are more than what happens after the sale. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more.
And, using the information posted for the purposes of creating an amazing and personalized customerexperience, well there’s nothing wrong with that. You created a truly memorable experience. For information on The Customer Focus customerservicetraining programs, go to www.thecustomerfocus.com.
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 customerexperience for the VW dealerships. Within two years he had made big strides.
Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customerservice and customerexperience keynote speeches and his customerservicetraining workshops at www.Hyken.com.
Be Your Customer’s Hero is the book I wished I’d had in my years of running retail service businesses, a single book that I could hand to my employees, many of whom arrived inexperienced or untrained, to teach them most of what they needed to know to be great at customerservice. So, I wrote it.
As she moved into this role, she realized the opportunities that would come from providing a better customerexperience. 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.
Each week I read a number of customerservice and customerexperience articles from various resources. How to Provide the Best Possible CustomerExperience? GISuser) If you don’t have a well-planned customerservicestrategy, you are highly likely to lose business. million customers.
Each week I read a number of customerservice and customerexperience 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.
Many will argue that convenience is part of customerservice or the customerexperience. For information on The Customer Focus™ customerservicetraining programs go to www.thecustomerfocus.com. The post A Big Trend in CustomerExperience (CX): Convenience appeared first on Shep Hyken.
Each week I read a number of customerservice and customerexperience articles from various resources. 8 Tips for Improving Social Media CustomerService by Fara Haron. My Comment: Companies are using social media customer care/service to increase loyalty and gain market share.
We organize all of the trending information in your field so you don't have to. Join 5,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
Let's personalize your content