ShepHyken

JULY 29, 2020

So be bold with your marketing, your products and your innovations, but be boring when it comes to customer service and experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com.

Customer Service 266

Customer Service Hospitality Customer Service Training Customers 266

ShepHyken

JULY 7, 2024

The Opportunity in a Customer Experience Slump by Greg Kihlstrom (CMSWire) Those in the customer experience space might feel good to hear all the talk about how important it is for brands to be customer-focused these days. Do you have a strong customer experience strategy? It’s the reason customers come back.

Article 83

Article Customer Service 2024 Workshop 83

ShepHyken

NOVEMBER 30, 2022

The dance is the metaphor for your business, and what got them to the dance is why customers keep doing business with you.? . The point of this is to think about changes you make that aren’t customer-focused. Any change, even if you think the customer will like it, could be opposed and cause friction.

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Reference Customer Focused Customer Service Training Retail 121

ShepHyken

JUNE 22, 2022

He hired a salesperson, Lila, who, in his words, “Lived only to provide excellent customer service.”?As As part of the sales process, the salesperson had to get the customer’s information. One afternoon he overheard Lila asking her happy customer, “Where do you live at?” (Yes, Follow on Twitter: @Hyken.

Customer Service Training 139

Customer Service Training Reference Retail Communication 139

ShepHyken

FEBRUARY 14, 2023

Let’s consider imitation, but let’s imitate a company that is outside of our industry. I recently did an informal poll on LinkedIn and asked: Which company’s customer service approach would you want your businesses to be like? Get more information on The Customer Focus ™ customer service training programs.

Customer Service Training 157

Customer Service Training Online Experience Customer Service Information 157

ShepHyken

JANUARY 4, 2017

Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

Customer Focused 100

Customer Focused Culture Customer Journey Mapping 2017 100

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

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. Not that much!

Customer Service 170

Customer Service Customer Service Training Customer Service Representative Reference 170

ShepHyken

JANUARY 23, 2024

There may have been other requests for similar information, but those were the ones that I remember being on almost every form – and there were plenty of forms to fill out. As I typed the same thing onto each form repeatedly, I thought, “What a waste of time for the customer – or, in this case, the patient.” I’m not picking on you.

Workshop 93

Workshop Insurance Banking Customer Service Training 93

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Article 83

Article Customer Service 2024 Airlines 83

ShepHyken

JUNE 24, 2020

It’s a percentage of existing customers that maintain loyalty to the business within that window of time. The formula for calculating customer retention is pretty simple. First, you need three pieces of information: You need “S” – the number of existing customers at the S tart of the period of time.

Customer Retention 169

Customer Retention Measurement B2C Customer Service Training 169

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. Are you that good? Be transparent.

Customer Focused 150

Customer Focused Customer Service Training B2B Customers 150

ShepHyken

OCTOBER 27, 2024

Forrester: Customer obsession is key to B2B revenue and profits by Paul Demery (Digital Commerce 360) “Customer-obsessed” B2B companies build better relationships with employees and customers than peer companies without a strong customer focus, Forrester Research says. Engage, Delete, Ignore or Snub?

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Article Customer Service Social Media 2024 80

ShepHyken

MAY 19, 2021

It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. By the way, this is the same exercise we teach in our customer service training programs. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service 147

Customer Service Customer Service Training Culture Customers 147

ShepHyken

MARCH 10, 2021

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Culture 159

Culture Hotels Customer Service Training Definition 159

ShepHyken

FEBRUARY 23, 2022

They want to get information quickly and easily. Great customer-focused companies make it easy to get information quickly. It might be a Frequently Asked Questions page on the company’s website or a video tutorial that teaches exactly what the customer needs without having to call customer support.

Competitive Advantage 133

Competitive Advantage Customer Focused Customer Service Training Reference 133

ShepHyken

MARCH 2, 2022

I would agree that there is nothing you can do about being late in some cases, but there are steps you can take to keep your customer happy – at least somewhat happy. Be proactive and reach out to the customer before they notice the problem. And when you do inform, consider this as you compose your message: . Just tell them.

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Customer Service Training Communication Information Customer Service 152

ShepHyken

JANUARY 20, 2021

Follow these simple steps and start to improve your customer service, even if it’s just by 1%! Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

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Customer Service Customer Service Training Touchpoint Reference 164

ShepHyken

NOVEMBER 4, 2020

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. Chicken dinner!

Customer Service Training 149

Customer Service Training Social Media Customer Service Representative Books 149

ShepHyken

NOVEMBER 2, 2022

If you’re not a customer, you don’t get the “inside information.” And this information should be compelling enough to make them want to remain your customer. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Make it personal.

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Customer Service Training Customer Retention Customers Sales 133

ShepHyken

MAY 26, 2021

I told him, “I’m customer service speaker and we provide customer service training.” The lesson: Know who your customer is. If you can, plan in advance, do a little homework and spend a couple of minutes (or more) finding out what your customer does. For information, contact 314-692-2200.

Sales 150

Sales Customer Service Training Presentation Customer Service 150

ShepHyken

DECEMBER 8, 2021

Customers love honesty. Information: I was told what to expect. Customers love information. Customers will overlook certain issues when there’s transparency, a flow of information, and the effort to create an excellent customer service experience. . Transparency: The answer was honest.

Poor Customer Service 154

Poor Customer Service Hotels Customer Service Training Customer Service 154

ShepHyken

AUGUST 5, 2020

This translates into a better experience for both employees and your customers. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken. Copyright © MMXX, Shep Hyken).

Customer Service 164

Customer Service Workshop Customer Service Training Customers 164

ShepHyken

JANUARY 11, 2023

Mitel provides a sophisticated, custom communications network that helps businesses connect, collaborate and take care of customers. The big takeaway is that the employee experience is a big contributor to the customer experience. Giving them data and information about the customer will help them make good decisions.

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Employee Experience Customer Experience Call Center Customer Service Training 133

ShepHyken

FEBRUARY 16, 2022

When someone demonstrates a level of expertise and shares information you didn’t know, you tend to trust them. The other will share the same information, but at the same time will educate you why one is better – or not – than another. Most customers, whether they are conscious of it or not, want to make informed decisions.

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Customer Service Training Customers Information Loyalty 136

ShepHyken

SEPTEMBER 8, 2021

Inability to Connect – Customers hate friction, and one of the friction points we found in our research is when customers have difficulty getting the contact information they need to call customer support. And sometimes, even when they have the information, they find it difficult to find the right person to talk to.

Books 168

Books Social Media Customer Service Training Reference 168

ShepHyken

JULY 21, 2021

I walked on stage and informed the audience that my original speech was much longer, but I promised the client that I would end on time. I informed them that being nice is the backbone of the customer experience and that it’s common sense. The post The Shortest Customer Service Keynote Speech Ever! Two minutes!

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Customer Service Customer Service Training Customers Books 174

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 136

Customer Service Customer Focused Customer Service Training Customers 136

ShepHyken

AUGUST 18, 2021

When I go to the airline’s website, find the flight I want and start to make the reservation, does the form auto-populate my personal information? Knowing your customers better than your competition knows them may be the differentiator that earns you their business. . Follow on Twitter: @Hyken. Copyright © MMXXI, Shep Hyken).

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Airlines Customer Experience 2021 Customer Service Training 173

ShepHyken

FEBRUARY 28, 2023

Make it easy for customers to connect with you. Protect Your Customer’s Information – Data protection has been a hot topic for several years. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken

Chief Customer Officer 126

Chief Customer Officer 2022 Customer Service Training Connections 126

ShepHyken

APRIL 11, 2023

When all employees understand that, the customer will most certainly have a better experience. 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.

Sports 142

Sports Customer Service Customer Service Training Customers 142

ShepHyken

JANUARY 31, 2023

That’s what gets customers to 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. Follow on Twitter: @Hyken

Customer Service 147

Customer Service Hotels Customer Service Training Reference 147

ShepHyken

MAY 27, 2020

I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with. You reach out to a salesperson or customer support agent with a problem or a question.

Customer Service Training 133

Customer Service Training Customer Service Information Customer Expectations 133

ShepHyken

OCTOBER 7, 2020

The delivery person never knocked or rang the doorbell to inform him his delivery was there. Sitting outside in the heat, baking between the two doors, was not customer service… it was customer disservice. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

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Customer Service Training Definition Customers Customer Service 168

ShepHyken

FEBRUARY 10, 2021

So, here’s to strong opening acts, standing ovations and encores that get your customers to come back again and again! Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Magazine 133

Magazine Entertainment B2C Customer Service Training 133

ShepHyken

NOVEMBER 10, 2021

Normally I would have been frustrated, but she gave me enough information to make me feel confident she was working on a solution. Customers want the truth, even if it’s not what they want to hear. Customers don’t mind waiting if they are informed, know what the next step is, and things continue to move in the right direction.

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Customer Service Training Loyalty Customer Service Information 154

ShepHyken

DECEMBER 29, 2021

Without the ability to take payment, they could close the bakery, or they could trust that their customers to pay later. It’s obvious, the team at the bakery took the customer-focused approach. . On occasion, a customer would leave their wallet or purse at home. The post How Much Do You Trust Your Customers?

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Customer Service Training B2B Customers Retail 145