ShepHyken

DECEMBER 6, 2023

In a confrontation with a customer, you have a goal: win the customer , not the argument. I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. It’s not about blame.

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Workshop Customer Service Training Customers Interaction 155

Thematic

MARCH 20, 2025

Think about it—customer feedback comes from: Emails Chat transcripts Online reviews Social media comments Without AI-powered text analytics, you struggle to code qualitative data and make sense of them. 10 Ways AI Text Analytics Improves Customer Service Here are ways text analytics is helping improve customer service.

Customer Service 62

Customer Service E-support Feedback Insights 62

ShepHyken

JANUARY 20, 2021

What you need is a bullet point list of all the places customers interact with you. Execute: If you take the time to do this right, you’ll have identified a number of interactions. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Now prioritize.

Customer Service 164

Customer Service Customer Service Training Touchpoint Reference 164

ShepHyken

AUGUST 12, 2020

When it comes to people interacting with people, that’s probably true. It’s a genuine “thank you” or another comment to share your appreciation for your customer. That’s a great customer service strategy—just be nice! What does it cost to be nice? Some would say, “Nothing.” I’m in the process of writing a new book.

Books 139

Books Customer Service Strategies Customer Service Training Definition 139

Lumoa

FEBRUARY 7, 2023

A customer clicks repeatedly on spot in the screen in quick succession before scrolling down the page and exiting. In short, anywhere your customer talks about their experience with your business, or interacts with you is an example of VoC. Why you should care about the Voice of the Customer? How do you collect VoC data?

Customer Centricity 158

Customer Centricity Voice of Customer Social Media NPS 158

Integrity Solutions

SEPTEMBER 28, 2023

In This Post You Will Learn: What Does Customer Service Mean? The Impact Of A Customer Service Culture Enhancing Customer Service With A Sales Mindset Importance Of A Customer Service Strategy The Customer Experience Journey Contact Center Training Integrity Service® Customer Service Training What Does Customer Service Mean?

Customer Service Training 106

Customer Service Training Customer Service Contact Center Culture 106

ShepHyken

AUGUST 16, 2021

Entrepreneur) The way brands and customers communicate and interact with each other has been changed significantly by social media. My Comment: I’m a big fan of using social media to enhance the customer experience. 3 Projects to Refresh your Customer Service Strategy and Relieve Stress by Laura Krajewski.

2021 98

2021 Article Customer Service Social Media 98

ShepHyken

FEBRUARY 27, 2017

My Comment: It doesn’t matter what type of business you have, there are plenty of lessons you can learn from the top customer focused retailers. How Positive Customer Interactions Drive Positive Results by Courtney Simpson. Each party wants to gain value from the interaction. Learn what they are doing right.

2017 75

2017 Article Customer Service Retail 75

ProProfs Chat

MAY 13, 2020

Now, from the context of customer service, personalization can be seen as the act of tailoring a support interaction or experience based on information a company has learned about a user. Previous customer interactions can help you anticipate what customers need before they even turn up to you for support.

Customer Service 111

Customer Service Customers Feedback Interaction 111

Help Scout

APRIL 29, 2021

It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. A customer service culture is not about the specifics of individual customer interactions. What does a customer service culture look like?

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

ShepHyken

MAY 3, 2017

To begin, there are two main ways the phone call could be answered: live or by an Interactive Voice Response system, also known as IVR. Not all Interactive Voice Response systems are created equal. Any friction or extra effort the customer goes through to reach their party starts the call at a deficit. One was great.

Interaction 94

Interaction Customer Service Training Connections Customer Service 94

ShepHyken

JUNE 28, 2021

Well, that’s exactly what you might experience when you interact with the employees in Arlington, TX. Are You Using these Customer Experience Power Phrases? Linkedin Pulse) Last month, Joseph Michelli shared “5 Things Service Professionals Should NEVER Say.”. by Joseph Michelli, Ph.D. Follow on Twitter: @Hyken.

2021 150

2021 Article Customer Service Government 150

ShepHyken

DECEMBER 1, 2021

If the employee is interacting with a customer, they want to know they are helping to make a difference. . 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.

Healthcare 130

Healthcare Customer Service Training Leadership Feedback 130

ProProfs Chat

MAY 13, 2020

Now, from the context of customer service, personalization can be seen as the act of tailoring a support interaction or experience based on information a company has learned about a user. Previous customer interactions can help you anticipate what customers need before they even turn up to you for support.

Customer Service 98

Customer Service Customers Feedback Interaction 98

ShepHyken

JULY 10, 2019

By the way, Carlzon’s definition of a Moment of Truth in business is, “Any time a customer comes into contact with any aspect of your business, however remote, they have an opportunity to form an impression.” That’s every contact and interaction with the company. How does that affect the customer’s opinion of the rest of the plane?

Hotels 131

Hotels Books Document Customer Service Training 131

ShepHyken

AUGUST 17, 2022

He had plenty of examples of how various interactions passengers had with the airline’s employees created an experience that made them want to return and do business again. He also discussed how Moments of Truth went beyond employee interactions, such as the impressions from advertising, cleanliness of the planes and more. .

Airlines 136

Airlines Books Advertising Customer Service Training 136

ShepHyken

DECEMBER 12, 2016

These are just a few of the ways consumers describe interactions they consider to be “Moments o f Wow” with their favorite brands. You’ll find good information, some stats and facts and insights from some of the top customer service and experience experts in the industry. TeleTech) Memorable. Surprising.

2016 109

2016 Article Social Media Customer Service 109

ShepHyken

OCTOBER 26, 2022

It describes the role an employee has when interacting with a customer. Anyone who, at any time, is interacting with a customer is confirming or eroding your brand promise. And they must be empowered to make good customer-focused decisions. They can confirm your reputation – or not. You get the idea. .

Customer Service Training 121

Customer Service Training Culture Reference Brands 121

ShepHyken

NOVEMBER 15, 2021

Ace Hardware Goes Thanksgrilling in Customer Service Strategy by Judy Mottl. Retail Customer Experience) Ace Hardware is going all out in stores this Thanksgiving to help customers not only find the right grill equipment but also chef tips on making the feast a success. They want proof in the form of ROI.

Article 77

Article 2021 Customer Service Metrics 77

ShepHyken

JUNE 28, 2017

And when that “just a little above average” interaction is something that happens again and again, as in it being consistent, then the customer says, “You are amazing !”. Break down every interaction, or touch point, that you and your organization have with the customer. For information contact or www.hyken.com.

Customer Service Training 103

Customer Service Training Customer Service Interaction Customer Experience 103

ShepHyken

MAY 26, 2021

This is what great salespeople do to prepare for a meeting with a customer or client. This is how anyone delivers a better experience, regardless of whether it’s during the sales process or any other interaction the customer has with people in a company. It is how relationships are built. For information, contact 314-692-2200.

Sales 150

Sales Customer Service Training Presentation Customer Service 150

Michel Falcon Experience

OCTOBER 21, 2019

To truly be customer-focused, every single person in your company must be devoted to delivering an amazing experience. Determine Your Customer’s Pain Points. Customer journey mapping is an extraordinary exercise that hasn’t gone mainstream yet. Do they have soft skills? Are they humble? Are they kind?

Customer Service 111

Customer Service Customer Journey Mapping Customer Centricity Advertising 111

ShepHyken

MARCH 14, 2023

Maybe it’s the way the customer is treated. Maybe there is an employee the customer loves to work with. Or, maybe it’s the confidence that’s created when a customer interacts with the brand. Do you understand your customers’ buying patterns? This is because there is an emotional connection.

Loyalty 107

Loyalty Customer Service Training Customers Connections 107

ShepHyken

NOVEMBER 19, 2018

(UJET) When done right, a conversation with the customer over the phone can be helpful, engaging, and even fun. The problem with voice support is that it can also go terribly wrong, and those are the types of interactions that people hear about. My Comment: When people from Wharton Business School talk or write, I listen and read.

Article 92

Article 2018 Customer Service Customer Centricity 92

ShepHyken

AUGUST 3, 2022

No employee should be treated poorly by customers. . The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! . I feel bad for the people who work at the airport luggage office. You guys do a great job!

Airlines 136

Airlines Leadership Customer Service Training Definition 136

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. Follow on Twitter: @Hyken.

2019 90

2019 Article Net Promoter Score Customer Service 90

ShepHyken

JULY 6, 2022

It has created a service experience that is praised and studied by many other companies and brands. It has a customer-focused culture, hires good people, and is consistent and predictable. Yes, the chief of police specifically said that they want to provide a Chick-fil-A level of service. Follow on Twitter: @Hyken.

Fashion 77

Fashion Customer Service Training Workshop Reference 77

ShepHyken

MAY 17, 2021

This article shares some observations that seem to be more prevalent based on the way COVID-19 changed the way we shop, interact, communicate and more. How to Commit Your Brand to Customer Success by Jared Atchison. My Comment: There is a difference between customer service and customer success.

2021 86

2021 Article Customer Service Customer Retention 86

ShepHyken

JANUARY 9, 2017

(Huffington Post) The reality of today’s business landscape is that customers are more connected than ever. Fifty-eight percent of consumers and 77% of business buyers say tech has significantly changed their expectations of how companies should interact with them. This is a step that is missed by many organizations.

2017 80

2017 Article Customer Service Loyalty 80

Customers Rock!

MAY 5, 2011

It is not a social media book (more on that in The Story below), but social media is woven throughout the book (as it should be woven throughout a company’s marketing and customer service strategies). It is also not a customer service book (but that is an important tenet).

Books 79

Books Social Media 2006 Blog 79

CSM Magazine

OCTOBER 7, 2024

Providing top-notch customer support isn’t as simple as having a phone line and a few agents anymore. With so many ways for customers to reach out, it can be overwhelming for companies to manage everything effectively. Juggling these interactions manually leads to slower response times and overworked employees.

Contact Center 52

Contact Center Omnichannel Call Center Competitive Advantage 52

ShepHyken

JANUARY 23, 2017

Personal touch for customer service drives retention, loyalty by Helen Leggatt. BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems.

2017 59

2017 Article Social Media Customer Service 59

ShepHyken

FEBRUARY 5, 2018

(CustomerThink) Customer service is the golden key to any successful business – if you don’t have it, act fast and make it a priority. Customer service has evolved over the past years; instead of just one-on-one private interaction in person or via phone call, it is now evolved around social med ia as well.

2018 15

2018 Article Customer Service B2C 15

ShepHyken

JANUARY 12, 2022

A pop-up window asked if I needed help, so I started to interact via chat. 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. It didn’t matter.

Omnichannel 86

Omnichannel Multi-Channel Definition Social Media 86

ShepHyken

JULY 9, 2018

Fifty percent of people interacted with AI in the past year – and didn’t realize it! 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 85

Article 2018 Customer Service Poor Customer Service 85

Second to None

FEBRUARY 12, 2018

Crafting a leading customer service strategy can serve as a differentiator for brands in any industry, because it is this kind of value that truly sticks out to customers in this age of indulgence. In a truly customer-focused organization, you might even see the gap reversed.

Brands 59

Brands Leadership Voice of Customer Customer Centricity 59

Customer Guru

AUGUST 21, 2018

She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. with the intent of helping business leaders and organizations in improving their company culture and aligning the employees and their products/services towards the customers’ needs.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115