ShepHyken

MARCH 10, 2021

It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated. In addition, leadership and management must defend the culture. For information, contact 314-692-2200 or www.hyken.com.

Culture 160

Culture Hotels Customer Service Training Definition 160

Micah Solomon

OCTOBER 10, 2018

This example, from my first book, co-authored with Leonardo Inghilleri, has been used in the customer service training at certain legendary organizations, and I hope it speaks to you as well. The maintenance engineer—inspired by your leadership—has now provided genuine service that anticipates the customer’s needs.

Leadership 68

Leadership Customer Service Seminar Hotels 68

ShepHyken

SEPTEMBER 13, 2021

(Fast Company) If you’re running a B2B company, you should take note: delivering on similarly high standards of customer experience can reduce customer churn by up to 15%, according to research by McKinsey & Company. My Comment: I hear it over and over again from B2B leadership. Follow on Twitter: @Hyken.

Article 158

Article 2021 Customer Service B2C 158

ShepHyken

APRIL 14, 2021

Leadership should be there along with other employees with varied responsibilities, from sales, support, finance, and more. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. The post Here’s How to Get Your Customers to Say, “I’ll Be Back!

Books 152

Books Customer Service Training Leadership Customers 152

ShepHyken

OCTOBER 31, 2016

My Comment: Leadership defining the customer service vision may be the most important start to creating a customer-focused culture. This is a great article with 23 excellent questions to ask your next customer service candidate – or any candidate you want to bring into a truly customer-focused organization.

2016 125

2016 Article Customer Service Hotels 125

ShepHyken

OCTOBER 21, 2020

Assemble your team, which includes leadership and several other members from various departments that include front line and behind-the-scenes responsibilities. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. The key is having a diverse group of thinkers.

B2C 158

B2C Customer Service Training B2B Leadership 158

ShepHyken

SEPTEMBER 14, 2022

The customer now compares you to these rockstar brands, not to your competition. The culture of any organization is defined by leadership. Leaders must work on the culture they want employees and customers to experience. In short, the customer experience starts and ends with the organization’s culture. .

Culture 113

Culture Customer Service Poor Customer Service 2022 113

ShepHyken

MARCH 31, 2021

If you’re not working directly with customers, one of the best ways to learn what’s really happening on the front line is to spend a shift with a customer support agent or go out for some sales calls. There you have it, three ways you can get to know your customers even better. Follow on Twitter: @Hyken.

Customer Service Training 160

Customer Service Training Feedback Customers Customer Focused 160

ShepHyken

AUGUST 7, 2019

Leadership must decide what they want the company to be. If your culture is focused on service, create a defining statement about that service culture. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For this lesson, let’s keep it simple.

Customer Service 132

Customer Service Culture Customer Service Training Leadership 132

ShepHyken

AUGUST 19, 2019

My Comment: Do you want better customer service? The first place to go is to the leadership. Have they helped to create the culture that fosters a better customer service experience? 3 Ways Marketing Creates Customer Experience Leadership by Lynn Hunsaker. Yes, culture is the first step.

2019 123

2019 Article Customer Service Leadership 123

ShepHyken

MAY 6, 2020

Then there was the gap between the service you want the customer to experience and the actual service they receive. Often when leadership is surveyed about how good they think their service and experience is, it differs—in a negative way—from what the customer is actually experiencing.

Customer Expectations 135

Customer Expectations Customer Service Training Leadership Article 135

ShepHyken

DECEMBER 1, 2021

So, how can you keep good employees, and keep them not only engaged with their jobs but also engaged with their customers? They also work for the company and the customer. Meet my friend, leadership expert Tim Durkin – he has an answer. The best employees don’t just work for a paycheck. Is there a way to keep good people? .

Healthcare 131

Healthcare Customer Service Training Leadership Feedback 131

ShepHyken

OCTOBER 5, 2016

Just after the speech I had a chance to chat to some of the leadership and several employees. 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.

Hotels 133

Hotels Customer Service Training Leadership Customer Service 133

ShepHyken

JANUARY 31, 2018

In a truly customer-focused organization, you might even see the gap reversed. In other words, the customer perceives the service they receive from a company is even better than that company’s leadership believes it to be. Ask the customer directly, at the time they are finishing their interaction with you.

Customer Service 110

Customer Service Leadership Customer Service Training Customers 110

ShepHyken

SEPTEMBER 22, 2021

Principle Seven: Make sure there is a good coach – When I look at the best teams in business, whether they are customer service teams, sales teams, finance teams, etc., I recognize that they all have good leadership. A summary of the seven principles that will help your organization become even more customer-focused.

Culture 113

Culture Customer Centricity Sports Definition 113

ShepHyken

SEPTEMBER 4, 2019

Decline: Without growth, you risk becoming irrelevant to your customers. Nelson feels that a mature business starts to decline when its leadership stops listening to their customers. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Entertainment 117

Entertainment Reference Innovation Customer Service Training 117

ShepHyken

MARCH 9, 2022

Now there is a new way to approach leadership with an idea, which is to write a Fictional Press Release. . 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.

Return on Investment 123

Return on Investment ROI Customer Service Training Reference 123

ShepHyken

MARCH 25, 2019

My Comment: A company that is known for its amazing customer service has it baked into its culture. Leadership is where it starts, and then it permeates throughout the organization. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values.

2019 114

2019 Article Customer Service Competitive Advantage 114

ShepHyken

AUGUST 29, 2018

Dodkins is the author of 136 Ideas for Rockstar Employee Engagement, and he knows a thing or two (or 136) about how employee morale and fulfillment impact the customer experience. Like rock stars connect with their audiences, leadership must connect with their employees. And, this isn’t just for the leadership.

Leadership 97

Leadership Customer Service Training Culture Engagement 97

ShepHyken

DECEMBER 9, 2020

His question was, “Should they go to everyone in the company or just leadership? 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 Training 151

Customer Service Training Definition Leadership Events 151

ShepHyken

JUNE 10, 2019

My Comment: This article takes a look at four iconic brands; Trader Joe’s, Aldi, Amazon and Chic-fil-A and offers up five ways they have created exceptional customer experiences. The categories are communication, technical competence, range of services, customer focus and accessibility. Follow on Twitter: @Hyken.

Article 117

Article 2019 Customer Service Customer Service Training 117

ShepHyken

NOVEMBER 11, 2019

A customer just looking to pick up a carton of milk sees the layout as inconvenient. So, what ideas do we make in our businesses that are more profitable and inwardly focused versus customer focus? Why Is Identity So Important In Today’s Customer Experience? by Matt Seeley. Follow on Twitter: @Hyken.

Article 94

Article 2019 Customer Service Customer Centricity 94

ShepHyken

AUGUST 3, 2022

All customer service reps must be trained to de-escalate anger whenever possible before it becomes an abusive conversation. . Leadership must show employees they have their backs regarding abusive customers. If employees are properly trained, leadership should respect an employee’s decision to end the call. .

Airlines 138

Airlines Leadership Customer Service Training Definition 138

ShepHyken

JANUARY 17, 2018

Our sales rep said she would go back to her leadership team and ask them to honor last year’s contract terms. But I had to wonder, who on the leadership team was so short-sighted as to charge $25 for something they could simply give away? She came back and said they reduced the cost to us to $25. I never heard from that person.

Hotels 51

Hotels Leadership Banking Customer Service Training 51

ShepHyken

AUGUST 14, 2019

The Cardinal’s leadership team knew how the fans would react—negatively—but as tough as the decision was to make, it was the right one for the team. But there’s one person who doesn’t understand the importance of being customer-focused. They are sometimes a little curt or short-tempered with customers. Consider this.

Sports 130

Sports Customer Focused Customer Service Training Leadership 130

ShepHyken

DECEMBER 22, 2021

Leadership expert Tim Durkin shared with us that our employees want to be needed, noticed, and known. 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 Training 138

Customer Service Training Leadership Feedback Customer Service 138

ShepHyken

JUNE 14, 2021

As the author of this article calls it, there is a customer service gap, a disconnect. It’s the gap between what a company’s leadership perceives their customer service and experience to be versus what the customer perceives it to be. Usually, the leadership thinks they are much better than they are.

2021 102

2021 Article Customer Service Retail 102

ShepHyken

JUNE 12, 2019

But what does this have to do with customer service? They invited me to address the leadership team of the companies they’ve invested in about customer service and experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service Training 125

Customer Service Training Customer Service Leadership Information 125

ShepHyken

FEBRUARY 3, 2020

My Comment: How do you get leadership to invest in customer experience? So, the next time you approach leadership about making an investment in this oh-so-important area, consider working one or more of these reasons into your pitch deck and story. This article has five compelling reasons to do so. Follow on Twitter: @Hyken.

Article 95

Article 2020 Customer Service Entertainment 95

ShepHyken

NOVEMBER 28, 2016

My Comment: Salesforce has done us a great service with this excellent article that compares and contrasts the differences between customer service and customer experience (CX) and gives us some very important insights to consider. This article is essential reading for anyone in leadership and management.

2016 116

2016 Article Customer Service Social Media 116

ShepHyken

FEBRUARY 3, 2021

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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 155

Customer Service Training Books Management Information 155

ShepHyken

JUNE 17, 2019

My Comment: Creating a great CX isn’t just about the actual experience or process the customer goes through. It also takes a CX-focused culture. Here are three ideas for leadership to consider when working on building and maintaining their CX goals. It’s about the people. Follow on Twitter: @Hyken.

Article 116

Article 2019 Customer Service Call Center 116

ShepHyken

MAY 31, 2017

I’m often asked, “How many people in an organization does it take to create a culture focused on Customer Amazement?” Usually it’s at the top with leadership. But, even a smile and warm greeting can go a long way to make a customer feel acknowledged and even appreciated. Maybe your organization is truly customer-focused.

Airlines 84

Airlines 2008 Customer Focused Customer Service Training 84

ShepHyken

SEPTEMBER 21, 2022

Leadership must be approachable. This idea was really, really good, but he couldn’t get leadership to respond. The point is that leadership and management must create opportunities that allow employees to engage with them. You want employees to have a connection with leadership. . Follow on Twitter: @Hyken.

Leadership 78

Leadership Feedback Customer Service Training Culture 78

ShepHyken

AUGUST 2, 2021

But it’s also the latest, even seemingly insignificant interaction you had with a customer. One of the three “surprising facts” is the disconnect between what leadership thinks about their CX and what customers think. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Article 101

Article 2021 Customer Service Hospitality 101

ShepHyken

DECEMBER 28, 2016

My first response was that yes, this does happen, and then there’s a realization that the company has to get back to focusing on the customer, playing catch up to replacing defecting customers and making up for lower sales as a result. Training is also essential. This is the opposite of what they wanted to achieve.

Culture 91

Culture Leadership Customer Focused Customer Service Training 91

ShepHyken

JANUARY 11, 2021

Almost half of people who use social media have used a platform like Twitter, LinkedIn and Facebook to get customer service and support. 6 Words for Customer Experience Leaders to Keep in Mind by Alan J. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2021 101

2021 Article Social Media Customer Service 101