ShepHyken

DECEMBER 31, 2024

Heres a link to the article that featured the first Ten Customer Experience questions and answers.) Id be Captain Amazing, working with clients who want to create amazing customer and employee experiences. Whats your favorite metric to measure customer success? Create your customer service and experience mantra.

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Customer Experience Workshop Metrics Customer Service Training 93

ShepHyken

FEBRUARY 18, 2025

He shared an amazing answer: The enemy of customer service is pride. If youve been following my work, you know one of my favorite concepts is The Customer Is NOT Always Right ! Lets use that as a starting point to understand how pride can be the enemy of customer service. Or maybe the customer is argumentative.

Customer Service 101

Customer Service Workshop Customer Service Training Customers 101

ShepHyken

OCTOBER 15, 2024

Good customer service becomes noticeable for two reasons: A company or brand can be known for amazing customer service and experience. Customers may notice the employees’ attitude, how easy they are to do business with and more. However, over time, customers will notice that there are never problems.

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Customer Service Workshop Customer Service Training Definition 89

ShepHyken

DECEMBER 10, 2024

How to handle angry customers is a topic Ive covered in the past. Ive been reading a lot about how the tough economy can cause customer frustration or anxiety. Maybe this is part of why some customers lash out at employees when theres a problem. Or maybe, as Ive written about many times, the customer is more demanding.

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Workshop Customer Service Training Customers Customer Service 89

ShepHyken

OCTOBER 29, 2024

So, here’s a question for you: Are you confident your customer service and CX won’t scare your customers away? If you do any of these, your customers will love you – nothing scary about that – but your competition will be scared their customers might find out and switch to you. Customers love prompt responses.

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Workshop Loyalty Programs Customer Service Training Customer Service 86

ShepHyken

JANUARY 28, 2025

A Repeat Customer Is a Loyal Customer: No, they are just a repeat customer. As soon as a competitor has a better location or a lower price, dont be surprised to see the loyal customer disappear. Customer Loyalty Programs Create Loyal Customers: Loyalty programs are usually about points, perks and discounts.

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Loyalty Programs Customer Service Training Workshop Culture 93

Integrity Solutions

FEBRUARY 12, 2021

Most companies like to say they provide great customer service and deliver it with integrity, but what does that really mean? Have you created a customer service strategy that defines those expectations? . For example, do they know not to speak to customers in a bored or impatient tone? By Steve Schmidt.

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Customer Service Strategies Customer Service Document Customer Service Training 75

ShepHyken

FEBRUARY 12, 2025

AI is reshaping customer service and customer experience faster than we could ever imagine. Don’t fall into the trap of thinking AI can replace your customer service team. This creates efficiency without sacrificing the personal touch customers value. But some are getting it wrong.

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Customer Service Books Workshop Customer Service Training 86

ShepHyken

MARCH 24, 2025

Each week, I read many customer service and customer experience articles from various resources. Should AI Be Used To Respond to Customer Reviews? My Comment: This weeks Top Five roundup begins with an article about AI responding to customer reviews. For the customer, they dont have to keep remembering to buy.

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Article 2025 Customer Service Healthcare 74

ShepHyken

NOVEMBER 6, 2024

If you’ve been following my work, you know I’m a big fan of a convenient customer experience. 60% of customers said they would likely or very likely switch companies because of a poor (slow) response time. 43% of customers would spend more money if they knew they would never have to wait on hold for customer support.

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2024 Workshop Customer Service Training Download 80

ShepHyken

MARCH 4, 2025

How would you like to know what made a customer angry or sad, leading them to leave a negative review? I had a sit-down with Michael Podolsky, the CEO of PissedConsumer.com , a sounding board for consumers to leave comments and reviews when they cant get the customer service they want or deserve. Direct feedback is a gift.

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Workshop Feedback Customer Service Training B2B 83

ShepHyken

MARCH 11, 2025

With all the talk of AI, ChatGPT and more, Im often asked when interviewed, Whats changed in customer service? For thousands of years actually about 3,775 years when customers have had a problem or question, they have contacted the company they are doing business with and hoped that it would be resolved to their satisfaction.

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Customer Service Workshop Customer Service Training Customers 86

ShepHyken

MARCH 30, 2022

We just released our annual customer service research where we surveyed more than 1,000 consumers and asked what customer service experiences are most likely to cause you to come back. All a typical customer wants is for someone to be nice to them, with a willingness to take care of them. That seems pretty simple.

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Customer Service Strategies Customer Service Customer Service Training Customers 70

ShepHyken

MARCH 19, 2025

Ive written a number of articles about customer and employee gifts onValentines Day and other obvious gift-giving holidays. While its not directed toward professional or corporate relationships, some companies have found a way to have fun and send a card or gift to customers and employees. Valentines Day was last month.

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Sports 2024 Workshop Customer Service Training 80

ShepHyken

JULY 28, 2021

One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement. For example, your customers might say: “They are always so helpful.”. Often, they are really just one person the customer is interacting with.

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Customer Service Training Customer Service Customers Customer Focused 167

Bill Quiseng

DECEMBER 13, 2021

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. What’s better than gaining a new customer? Why Does Customer Service Impact Retention?

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Customer Retention Customer Service B2C Customer Service Strategies 172

ShepHyken

JANUARY 21, 2025

Ive written about creating convenient, frictionless experiences many times in the past, and I will continue to do so in the future as it may be one of the most important customer experience strategies in our arsenal of tactics for getting customers to come back again and again. Today, customers notice it and want it.

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Workshop Travel Customer Service Training Reference 80

ShepHyken

APRIL 6, 2025

Each week, I read many customer service and customer experience articles from various resources. The Inside-Out Blueprint for Customer Experience by Greg Kihlstrom (CMSWire) Medallia Experience showed how organizations win when culture, AI, and leadership all work in harmony. Here are my top five picks from last week.

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ShepHyken

FEBRUARY 25, 2025

We have all been victims of a customer service or experience farce. We value your feedback Some companies make a big deal about wanting you to fill out their surveys to get feedback, with the idea that your suggestions and comments will help future customers. Customers dont want a farce. Its supported by AI.

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Workshop 2018 Customer Service Training Feedback 133

ShepHyken

MARCH 25, 2025

Ive been a member (as in customer) of the club for more than 10 years. It read: More like Dollar Convenience Club Theres nothing special about razor blades, but what makes Dollar Shave Club special is its customer experience model, which is built around convenience. Their customers still buy from them. The concept was simple.

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2012 Magazine Workshop Customer Service Training 80

ShepHyken

OCTOBER 3, 2023

Whoever said “the customer is always right” didn’t hear this about this story. A customer walked into a Little Caesars restaurant and became angry when he was told he would have to wait a few minutes for a pizza. I’ve said it before – I don’t agree with the saying that the customer is always right. Fire them as a customer.

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Workshop Customer Service Training 2021 Customers 159

ShepHyken

FEBRUARY 4, 2025

Not only does Granicus create a good CX for its customers, but it also helps its customers create a great experience for their customers. In our interview, G mentioned that asking for feedback during the process is a way to capture the customers general sentiment about the experience they are having.

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Feedback Government Hotels Workshop 91

ShepHyken

JANUARY 14, 2025

One of our Shepard Letter subscribers recently asked, How come you didnt do an article on customer service or experience New Years resolutions? So, here are seven customer service and CX resolutions that are easy to keep: Respond quickly to customers Quick response to customers increases their confidence in you.

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Customer Service 2025 Workshop Reference 70

ShepHyken

AUGUST 5, 2020

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? Is it people who aren’t properly trained or don’t have the right people skills? We add one extra question: “How often does this happen?”

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Customer Service Workshop Customer Service Training Customers 164

ShepHyken

DECEMBER 3, 2024

I also mentioned that if I were a first-time customer, I would most likely not come back. A few questions that take the customer a minute or two to answer will provide insight into their level of happiness and why they feel that way. (Yes, Yes, it happens!) Acknowledge the customer! The company did this well.

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Workshop Customer Service Training Feedback Customer Service 86

ShepHyken

JANUARY 20, 2021

So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships. What happens when a customer calls? Software improves.

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ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. So, how well do you know your customers? We surveyed 1,000 consumers in the U.S. Consider this: . Here’s an example.

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Airlines Customer Experience 2021 Customer Service Training 173

ShepHyken

APRIL 23, 2024

but when it comes to taking care of the customer, they fail. This made me think further about how cars are maintained, and it’s not much different from how you would want to run your business. Assuming you have a good product, you want to create processes that are customer- and employee-friendly. Connect with Shep on LinkedIn.

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Customer Experience Customer Service Training Workshop Advertising 139

ShepHyken

JULY 21, 2021

In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. The shortest customer service speech ever …. “BE The post The Shortest Customer Service Keynote Speech Ever! Okay, here goes.

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Customer Service Customer Service Training Customers Books 174

ShepHyken

SEPTEMBER 17, 2024

Recently, he shared the story of a wealthy customer who entered a luxury store and asked to see a $25,000 chess set. The customer wasn’t dressed well, and the salesperson made the assumption that she couldn’t afford to buy it. Making Assumptions About Customers Can Be Costly. You just don’t know.

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Workshop Customer Service Training Article Customers 147

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

ShepHyken

SEPTEMBER 15, 2021

Think about this … what if you were to charge a customer just to talk to you about what you would sell them? What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? How good your customer service is. My customers would never have to wait on hold. .

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Hotels Customer Service Training Customers Financial 171

ShepHyken

NOVEMBER 3, 2021

There have most likely been times that many of us have fallen short in taking care of our customers. Second, beyond the feedback, listen to what customers and employees are saying, which gives your measurement some context. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

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Hospitality Hotels Customer Experience Feedback 169

Customers That Stick

MARCH 11, 2015

Service triggers that set customers off. Power words that influence customer perception. My new book Be Your Customer’s Hero: Real-World Tips and Techniques for the Service Front Lines is finally here. I am truly thrilled to put this book into the hands of customer-facing professionals all around the world.

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Books Customer Service Training Blog Social Media 139

ShepHyken

OCTOBER 12, 2022

Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. When a company tells me they don’t want to participate in social media customer care, I ask why.

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Social Media Customer Service Customer Care Customer Service Training 163

ShepHyken

SEPTEMBER 19, 2016

Each week I read a number of customer service articles from various online resources. The Customer Service Strategies Behind Zappos’s Success by Sharpen. My Comment: It’s been a while since I’ve read an article about Zappos and their amazing service. Here are my top five picks from last week.

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2016 Article Customer Service Culture 0

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. Here’s why this is important to you, even if you aren’t in a customer-facing role. Does the Customer Come Back?

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Metrics Customer Service Workshop Measurement 158