ShepHyken

OCTOBER 29, 2024

Always Available – Even with AI and digital support as good as they are today, customers may still want to talk to a human. Empowered Employees – Customers want to work with employees who can make good customer-focused decisions and don’t have to ask a manager whenever there is a unique or special request.

Workshop 88

Workshop Loyalty Programs Customer Service Training Customer Service 88

ShepHyken

MARCH 4, 2025

If customers are frustrated by your competitions complicated return policies, make sure you arent guilty of the same. Share insights with your team and use them to stay customer-focused and ahead of your competition. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Workshop 85

Workshop Feedback Customer Service Training B2B 85

eglobalis

SEPTEMBER 11, 2024

Additionally, creating open channels of communication where employees can share customer insights and innovative ideas ensures that these valuable perspectives are captured and acted upon. This can be achieved through training programs, workshops, and access to resources that enhance employees’ knowledge and skills.

Innovation 446

Innovation E-support Culture Customer Centricity 446

ShepHyken

JANUARY 28, 2025

I like to say, Customer service training isnt something you did. Ongoing training and/or reminders are the key to a successful customer-focused culture. Customer Service Is What Happens When Customer Experience Fails : Customer service is not a department. Its something you do.

Loyalty Programs 95

Loyalty Programs Customer Service Training Workshop Culture 95

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. Connect with Shep on LinkedIn.

Article 82

Article Customer Service Social Media 2024 82

ShepHyken

AUGUST 5, 2020

This is similar to an exercise that we do in our customer service workshops. We ask participants to identify the problems and complaints they hear most from both internal and external customers. Here is something interesting related to the “how often” question in our workshops. This is just common sense.

Customer Service 164

Customer Service Workshop Customer Service Training Customers 164

CloudCherry

SEPTEMBER 9, 2019

Today, my passion is helping businesses become loved by establishing customer focus as a core value. True customer focus isn’t a strategy—it’s a way of being.

B2C 186

B2C Workshop B2B Employee Experience 186

ShepHyken

NOVEMBER 18, 2024

Chewy CEO Sumit Singh explains that a “moat” of human-led customer service was built around the Chewy brand so that it can compete in the evolving marketplace. My Comment: Let’s kick off this week’s Top Five roundup with a Fast Company interview with Sumit Singh, the CEO of one of my favorite customer-focused companies, Chewy.

Article 75

Article Customer Service 2024 2025 75

InMoment XI

OCTOBER 23, 2024

Hosting financial wellness workshops, supporting local businesses, or volunteering at community projects reinforces the credit union’s role as a trusted community partner. They are either the first point of contact for customers or responsible for solving their specific pain points. Leverage and emphasize community engagement.

Banking 195

Banking Customer Experience Financial Touchpoint 195

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 157

Workshop Customer Service Training Customers Interaction 157

InMoment XI

MAY 23, 2023

Connecting With Customers The experience programme ‘Connecting with Customers’, is successfully embedding a customer-focused culture throughout the business, underpinned by the strong CX & Insight framework run in partnership with InMoment.

Customer Centricity 195

Customer Centricity Workshop Culture Insurance 195

ShepHyken

MARCH 21, 2017

Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service. What are the qualities of a customer-focused employee?

Workshop 81

Workshop 2011 2012 Leadership 81

ClearAction

FEBRUARY 26, 2015

This post takes on the second key: Map for Actionability: In addition to sketching the customer experience as comprehensively and attractively as possible, make space for the "so what", to spur action across your company. Measure Customer Value the Customer's Way.

Customer Journey Mapping 109

Customer Journey Mapping Customer Experience Workshop Customer Journey 109

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! The power of data-driven choices extends beyond individual decisions; it drives a customer-focused culture within your organisation.

Customer Experience 195

Customer Experience 2023 ROI Return on Investment 195

Kerry Bodine

DECEMBER 16, 2016

Join us for a hands-on customer journey mapping workshop in 2017! I’m thrilled to announce our 2017 lineup of open enrollment journey mapping workshops: February 21 & 22 in San Diego. The customer focus is extremely valuable! Want to chat about whether this workshop is right for you? May 9 & 10 in Chicago.

Workshop 48

Workshop 2017 Customer Journey Mapping Customer Journey 48

ShepHyken

JULY 15, 2022

Step 4: You assign your best client success manager on their account and ensure they’re scheduled for your monthly training workshops as a non-negotiable. Step 7: You plan a trip to visit the client in person for a two-day workshop to ensure success and implementation. You see what other freebies you can share to add additional value.

Workshop 138

Workshop Social Media 2022 Article 138

CSM Magazine

MARCH 14, 2025

Here, we explore six essential skills every customer service coach should nurture to build a high-performing, customer-focused team. Active Listening The first step to providing excellent customer service is understanding the customers needs. Run workshops that simulate real-life problems your team might encounter.

Customer Service 52

Customer Service Workshop Feedback Communication 52

ShepHyken

OCTOBER 24, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Workshop 149

Workshop Customer Service Training Customer Service Article 149

ShepHyken

JULY 8, 2019

My Comment: One of the largest, if not the largest, gathering of customer care professionals happened just over a week ago in Las Vegas. CCW (Customer Contact Week) included thought-provoking general sessions, tactical “how to” workshops, a tradeshow showcasing the latest and greatest in the industry and more.

2019 122

2019 Article Customer Service Social Media 122

Experience Investigators by 360Connext

JANUARY 5, 2021

They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals.

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

ShepHyken

MAY 18, 2022

The lesson is simple and reminds me of what I share in our customer service workshops: “No question is a dumb question.” Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Sometimes people don’t know what we think they should know. It’s okay.?And

Workshop 122

Workshop Customer Service Training Customer Service Presentation 122

ShepHyken

JANUARY 18, 2017

If you’re hiring someone that is going to do a lot of written correspondence with customers you need someone with good communication skills – a command of the English language, as in punctuation, spelling and grammar. There is an exercise we occasionally do in our workshops. That’s a skill. As you can imagine, we get lots of answers.

Customer Service 94

Customer Service Workshop Customer Focused Customer Service Training 94

ShepHyken

JUNE 9, 2021

Some customers are angry because they have a complaint. Whatever the reason, you must know how to handle angry customers. In our customer service training workshops , we provide a number of tactics to manage these difficult customer situations. Some are just having a bad day. For information, contact 314-692-2200.

Customer Service Training 157

Customer Service Training Workshop Customers Customer Service 157

Customer Guru

AUGUST 8, 2018

Carol Buehrens is a leading customer experience expert, best-selling author, and professional speaker. She has over 30 years of experience in the industry and is renowned for her powerful presentations and workshops. He is a highly influential freelance customer experience consultant and a CCXP. Chip Bell Follow @ChipRBell.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

ShepHyken

JANUARY 22, 2020

I’ve learned a lot over the years by attending his workshops and coaching sessions. 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 150

Customer Service Training Workshop Books Customer Service 150

ShepHyken

SEPTEMBER 19, 2018

We do an exercise in our customer service workshops. 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. I don’t know why it’s still on the menu.”.

Hotels 24

Hotels Workshop Customer Service Training Books 24

Beyond Philosophy

JULY 17, 2017

If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great. The Author, Michael Lowenstein, and I will demonstrate how companies can keep a consistent customer focus and optimize economic performance.

Technology 132

Technology Touchpoint Workshop Books 132

Experience Investigators by 360Connext

MARCH 12, 2018

Sometimes becoming a more customer-focused organization happens with a few baby steps. Book A Customer Journey Mapping Workshop Train your leaders to bring the power of holistic journey mapping to their teams. Then soon enough, we begin resenting that other team – the one who makes our jobs more difficult.

Customer Centricity 137

Customer Centricity Customer Journey Mapping Culture Workshop 137

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. These are investments focused on your employees.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

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 85

Article Customer Service 2024 Workshop 85

ShepHyken

JULY 26, 2017

Customer service is the same way. In some of the workshops we present on service, there is an exercise where we ask the audience members to come up with the most common complaints they hear from customers. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

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Workshop Customer Service Training Presentation Customer Service 99

Steve DiGioia

NOVEMBER 5, 2015

She uses real life stories to ignite true customer focus, and here is her story. You can’t have a discussion about customer service without customers stressing the importance of listening. Yet so many customer service managers and teams focus on checklists and procedures above listening and adapting to customers.

Customer Service 108

Customer Service Hotels Hospitality Workshop 108

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 85

Article Customer Service 2024 Airlines 85

ShepHyken

MARCH 26, 2024

When I’m invited to speak to a group of business leaders as the keynote speaker, I often share my Six Simple Steps to Building a Customer-Focused Culture. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. There’s a difference! Connect with Shep on LinkedIn.

Entertainment 95

Entertainment Sports 2024 Workshop 95

Michel Falcon Experience

APRIL 23, 2019

I’m going to share something with you that has helped me be the best customer-centric leader that I can be for my company, team and customers. My partners and I run a business that has 150 employees – people who rely on us to constantly be customer-focused. After all, it stems from the top!

Customer Experience 95

Customer Experience Customer Service Net Promoter Score Workshop 95

ShepHyken

JULY 25, 2018

Don’t deliver on the CX and the customer will find someone – or some company – that does. In many of our customer service workshops, we do an exercise where the participants answer a powerful question that helps them understand what makes them different: Why should someone do business with us? Follow on Twitter: @Hyken.

Employee Experience 91

Employee Experience Customer Experience Workshop Customer Service Training 91

ShepHyken

JANUARY 23, 2024

This happens at my car dealership, bank, and other supposed customer-focused organizations. Their processes bog the customer down with repetitive tasks and often unnecessary procedures. Create a centralized customer profile system where a customer’s basic information, such as name, address, phone number, etc.,

Workshop 95

Workshop Insurance Banking Customer Service Training 95