ShepHyken

APRIL 23, 2024

Assuming you have a good product, you want to create processes that are customer- and employee-friendly. The experience must, at a minimum, meet your customers’ expectations. That creates confidence and increases overall customer satisfaction. Connect with Shep on LinkedIn.

Customer Experience 139

Customer Experience Customer Service Training Workshop Advertising 139

ShepHyken

DECEMBER 21, 2020

How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. According to Channels, after just one negative experience, 51% of customers will never do business with that company again. by GISuser.

2020 124

2020 Article Customer Service Airlines 124

Comm100

AUGUST 29, 2021

Now more than ever, customers are empowered to expect more from businesses and get more in return. Customers expect flexibility across channels and a consistent experience no matter how they reach out. In turn, businesses have adopted omnichannel customer service strategies for engagement. Be customer centric.

Omnichannel 52

Omnichannel Customer Service Strategies Customer Service Social Media 52

Bill Quiseng

DECEMBER 13, 2021

What Are Some Customer Service Strategies I Can Implement Today? Not sure where to start to improve your customer service quality? Try some of these strategies below to guide your business. If you’re ready to rebuild your customer service strategy for the better, start with writing a mission statement.

Customer Retention 172

Customer Retention Customer Service B2C Customer Service Strategies 172

ShepHyken

FEBRUARY 27, 2024

Why does a company send out a customer satisfaction survey? But for most of us mere mortals, we should pay attention to what most customers are telling us about customer satisfaction surveys. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

2024 96

2024 Workshop Customer Satisfaction Customer Service Training 96

ShepHyken

MARCH 5, 2018

What’s the Difference Between Customer Satisfaction and Customer Loyalty? HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand. It’s usually measured by a customer satisfaction survey on a numerical scale. by Jimmy Rodriguez.

Article 81

Article 2018 Customer Service Loyalty Programs 81

ShepHyken

SEPTEMBER 14, 2022

The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). However, customer service trends seem to be heading in the wrong direction. The post Bad Customer Service Isn’t the Problem.

Culture 112

Culture Customer Service Poor Customer Service 2022 112

ShepHyken

JULY 2, 2024

In today’s digital world, a balance between customer service technology, including self-service solutions, and the high-touch experience with a live agent is essential. Empowering customers to confidently use your self-service options can increase customer satisfaction ratings while streamlining operations.

Workshop 96

Workshop Contact Center Customer Service Training Technology 96

ShepHyken

DECEMBER 7, 2022

When a client is interested in engaging me to speak at their meeting, I’ll usually ask in our initial call, “Why is hiring a customer service speaker important to you at this time?”  . You need help from your customers. Look at your customer satisfaction ratings. You can’t answer this by yourself.

Customer Service 83

Customer Service Customer Satisfaction Customer Service Training Customers 83

CSM Magazine

DECEMBER 2, 2024

Proper training and integration of customer service strategies improves patients’ perception of quality care. Specialty Staff Specialty staff, such as physicians and therapists, must also undergo customer service training.

Healthcare 52

Healthcare Customer Service Communication Insurance 52

ShepHyken

JANUARY 3, 2024

TAKE ACTION: Just as you focus on ways to get and keep customers, do the same for your employees. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

2024 101

2024 Customer Service Workshop Customer Service Training 101

Stella Connect

NOVEMBER 29, 2021

More likely than not, it was a frustrating, time-consuming experience and not in line with today’s customer expectations. Nearly one in four—23% of US and 21% of UK—consumers say they would NOT be willing to reach out to a brand again if their customer service issue isn’t resolved on the first attempt. .

Poor Customer Service 84

Poor Customer Service 2021 2022 Consumers 84

ShepHyken

JANUARY 29, 2018

My Comment: My friends at LiveChat have put out a 2018 customer service report. Of note is that customer satisfaction has dropped by almost three percent and small businesses are struggling to keep up. At the end, there is a good summary of tips to improve a company’s customer service.

2018 97

2018 Article Customer Service Social Media 97

ShepHyken

SEPTEMBER 18, 2017

By implementing these processes that go beyond customer service and into other parts of your company, you’ll see how a customer-centric culture can drive new levels of internal customer focus as well as higher customer satisfaction. Great service just doesn’t happen because of the front line.

2017 84

2017 Article Customer Service Hospitality 84

ShepHyken

APRIL 23, 2018

When it comes to customer service, simple means clear and easy-to-understand. The Mechanics Of Customer Satisfaction: DMA Study Cites Obstacles And Goals by Ray Schultz . MediaPost) Brands are trying to improve their customer experience. And, by the way, simple doesn’t always mean easy. Follow on Twitter: @Hyken.

Article 79

Article 2018 Customer Service Customer Service Training 79

ShepHyken

JUNE 4, 2018

(CMSWire) While there isn’t a one-size-fits-all approach to developing an employee engagement plan, certain key initiatives can boost retention and improve work experiences — which also has a positive impact on customer satisfaction. My Comment: Happier employees mean happier customers. Follow on Twitter: @Hyken.

Article 77

Article 2018 Customer Service Airlines 77

ShepHyken

FEBRUARY 21, 2023

It’s no surprise that the best customer-focused companies are also some of the best places to work. Just compare a list of companies that provide the highest levels of customer satisfaction with the list of the best places to work on www.GlassDoor.com. That comes in the form of delivering an amazing customer experience.

Customer Experience 70

Customer Experience Customer Service Training Reference Loyalty 70

ShepHyken

AUGUST 15, 2018

Shep Hyken is a customer service and experience expert, award-winning 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.

Net Promoter Score 90

Net Promoter Score NPS Banking Travel 90

Integrity Solutions

OCTOBER 27, 2021

Doing it right the first time tells your customers that you value their time and that the people in your organization have the power to solve problems in the moment. What to Look for In Customer Service Training Programs. A customer service culture has to be built on more than just words.

Customer Service 68

Customer Service Banking Customer Service Training Culture 68

ShepHyken

JULY 17, 2017

The Many Choices When Measuring Service by Paul Selby. CustomerThink) How do you measure customer service in your organization? Some of the most popular are customer satisfaction (or CSAT), Net Promoter Score (or NPS), and customer effort (occasionally abbreviated to CE but not often).

2017 30

2017 Article Customer Service Net Promoter Score 30

ShepHyken

MARCH 8, 2023

If you break it down, you’ll likely find the experience includes these five steps.   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 Training 118

Customer Service Training Customer Service Marketing Customer Focused 118

ShepHyken

AUGUST 4, 2021

The information the survey revealed is your motivation to deliver an amazing customer experience. . 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.

2021 93

2021 Customer Service Training Customer Service Customers 93

ShepHyken

MAY 16, 2022

Customers are complaining that service is worse than ever. The ACSI (American Customer Satisfaction Index) is at a low. Many companies are struggling to deliver customer service with fewer employees. Power 2022 North America Airline Satisfaction Study. Follow on Twitter: @Hyken.

2022 66

2022 Article Customer Service Net Promoter Score 66

ShepHyken

AUGUST 4, 2021

The information the survey revealed is your motivation to deliver an amazing customer experience. . 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.

2021 83

2021 Customer Service Training Customer Service Customers 83

CSM Magazine

OCTOBER 12, 2015

Service Mark is a national standard lasting for a period of three years that recognises an organisation’s commitment to, and achievements in, customer service. customers.

Customer Service 40

Customer Service 2015 Travel Customer Service Training 40

InteractionMetrics

AUGUST 14, 2024

Human Resources : Human resources departments can benefit from customer service consulting by improving employee training. Consulting firms can help HR teams identify skill gaps, develop customer service competencies, and foster a positive work culture that prioritizes customer satisfaction.

Consulting 52

Consulting Customer Service Call Recording Customer Service Training 52

CSM Magazine

OCTOBER 19, 2023

Turning Challenges into Opportunities Customer satisfaction isn’t just about resolving issues; it’s about preventing them in the first place. Companies that have mastered this art are reaping the rewards in the form of customer loyalty and positive reviews.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

CSM Magazine

MARCH 31, 2022

They can help customers with simple tasks, such as ordering food or checking account balances. They can respond to customer inquiries in real time, which can help improve customer satisfaction. They can collect data about customer interactions, which can be used to improve customer service strategies.

Customer Service 52

Customer Service Contact Center Customer Service Representative Call Center 52

Storyminers

JULY 6, 2020

Kate was named to Huffington Posts’ Top 100 Customer Service Pros, to Simplr’s list of top customer experience superstars in 2018, and to ICMI’s Top 50 Customer Experience Thought Leaders of 2017. She is a long time speaker and training partner to many Fortune 500 companies across the nation. Kate Leggett.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Kate was named to Huffington Posts’ Top 100 Customer Service Pros, to Simplr’s list of top customer experience superstars in 2018, and to ICMI’s Top 50 Customer Experience Thought Leaders of 2017. She is a long time speaker and training partner to many Fortune 500 companies across the nation. Kate Leggett.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ShepHyken

AUGUST 28, 2019

Knowing that will free you up to think about what needs to be done to get to the resolution that will make your customer happy. It will allow you to focus on the journey that will lead you to customer satisfaction. It could be an angry customer. It’s too easy to get caught up in the emotion of the moment.

Customer Service Training 128

Customer Service Training Customer Satisfaction Customer Service Information 128

Service Untitled

NOVEMBER 28, 2012

Q: What metrics or qualitative data does Ritz-Carlton use to measure customer service training success (How do you know it’s working)? Don’t assume that their mother or father, or previous employer taught them what really great service looks like. Have a written service strategy.

Customer Service 92

Customer Service Hotels Hospitality Leadership 92

ShepHyken

APRIL 9, 2025

One of our subscribers asked, How can I reverse our companys declining customer satisfaction ratings? Not knowing specifics about the company, its customer feedback, how long the scores have declined, and other details makes it a difficult question to answer. Still, I felt compelled to share something that could help.

Customer Satisfaction 89

Customer Satisfaction Workshop Customer Service Training Reference 89

CSM Magazine

MARCH 7, 2025

The awards were received for Customer Service Training or Coaching Program of the Year and Best Customer Satisfaction Strategy , recognizing Liveops’ commitment to exceptional customer experiences through innovative programs and strategies.

Sales 52

Sales Customer Service 2025 Customer Satisfaction 52

ShepHyken

DECEMBER 4, 2017

This could be an amazing case-study, as the government, generally thought to be at the very low end of customer satisfaction, works to turn public sentiment around. You’ll have to fill out a form to download the report titled, “Rethinking Federal Customer Experience.” For information contact or www.hyken.com.

2017 0

2017 Article Customer Service Government 0