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 121

2020 Article Customer Service Airlines 121

ShepHyken

DECEMBER 29, 2021

In the B2B old, many customers pay 30 or even 90 days (or more) after they are invoiced for whatever they buy, but this is almost unheard of in retail. . I’m not suggesting you put all of your customers on the honor system when it comes time to be paid. But when there is a choice to be made, trust your customers.

Customer Service Training 141

Customer Service Training B2B Customers Retail 141

ShepHyken

AUGUST 31, 2020

Here are seven strategies, and I believe that any company from any industry will find one or more that will work for them. Had A Customer Service Fail? Loyal Customers 6X More Likely To Forgive Mistakes by Tech.co. Retail TouchPoints) No matter how hard they try, retailers sometimes make customer service mistakes.

Article 108

Article 2020 Customer Service Social Media 108

ShepHyken

NOVEMBER 5, 2018

This week he pens a short article on four “must do/have” customer service strategies: speed, convenience, knowledgeable help and friendly service. That is what will turn a good customer experience into a great customer experience. It Might Be Your Secret Customer Score by Khadeeja Safdar.

Article 83

Article 2018 Customer Service Airlines 83

ShepHyken

JUNE 2, 2021

Even if you’re in the retail world and sell the same merchandise as Amazon, go beyond thinking about being in competition. I’ll put it in retail terms. It built stores near small independent retailers. The local retailer had a choice. More recently, it announced the opening of a retail beauty salon.

Retail 136

Retail Books Advertising Customer Service Training 136

ShepHyken

JUNE 29, 2022

The doctor’s bedside manner , which included a phone call to check on the patient, is a metaphor for a good customer experience – or in this case, a patient experience. . Sweetwater, an online retailer that sells music and audio equipment, is another excellent example of this. They will reward you by saying, “I’ll be back!” .

Reference 130

Reference Customer Service Training Definition Retail 130

ShepHyken

APRIL 6, 2022

The result of that trust for the service and experience Amazon provides means price becomes less relevant to its customers. . At one time, Amazon was typically the lowest priced online retailer, but not anymore. Even so, customers often come back to Amazon because they know what to expect. The answer is, “No.”

Customer Service 127

Customer Service Customer Service Training Customers Retail 127

ShepHyken

NOVEMBER 30, 2022

A retail store changed its return policy. What was once considered a flexible, customer-friendly return policy became a hassle for the customer. . These changes are the reasons some customers shared when they were asked, “Why don’t you come back anymore?” Often, that’s why the customers continue to dance with you. .

Reference 121

Reference Customer Focused Customer Service Training Retail 121

ShepHyken

FEBRUARY 28, 2023

Be Easy to Connect With – Do you make it easy for your customers to connect with you? It is an online retailer that wants you to buy from its website. However, its phone number is posted on every page of the website, just in case the customer needs help or has questions. For example, I’m always impressed with Zappos.com.

Chief Customer Officer 124

Chief Customer Officer 2022 Customer Service Training Connections 124

ShepHyken

DECEMBER 12, 2016

And the answers about how Zappos is using – or not using – some of the hot technology (such as chatbots) in the customer service industry is fascinating. Social media ROI, loyalty and the customer experience by Chris Teso. Retail Customer Experience) Retail executives have begun to question the role of social media marketing.

2016 106

2016 Article Social Media Customer Service 106

ShepHyken

MARCH 13, 2017

A great example of how you can have fun with your customers and “humanize” your customer service. Retail Can Learn Valuable Lessons from B-to-B by Richard Shapiro. My Comment: So many articles on customer service focus on the retail industry (B-2-C). The example in this article will make you laugh.

2017 91

2017 Article Social Media Customer Service 91

ShepHyken

FEBRUARY 27, 2017

The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. RIS) In today’s omnichannel climate where differentiation is increasingly difficult and customer expectations are heightened, customer service is critical for delivering differentiated shopping experiences. Learn what they are doing right.

2017 75

2017 Article Customer Service Retail 75

ShepHyken

NOVEMBER 15, 2021

Ace Hardware Goes Thanksgrilling in Customer Service Strategy by Judy Mottl. Retail Customer Experience) Ace Hardware is going all out in stores this Thanksgiving to help customers not only find the right grill equipment but also chef tips on making the feast a success. They want proof in the form of ROI.

Article 74

Article 2021 Customer Service Metrics 74

ShepHyken

FEBRUARY 5, 2018

How Retailers Can Use Customer Experience to Compete with Amazon by Marissa Bosché. Apptentive) In this post, we outline a few key ways that retailers can step their customer experience game up to keep their customers happy, engaged, and loyal. Here are my top five picks from last week. Follow on Twitter: @Hyken.

2018 15

2018 Article Customer Service B2C 15

ShepHyken

JULY 2, 2024

Our customer experience research shows that while customers might prefer the human touch, some expect digital, self-service solutions. And it’s not just in customer service. Consider Amazon, the perfect example of a self-service retailer. In certain cases, they even demand it.

Workshop 92

Workshop Contact Center Customer Service Training Technology 92

ShepHyken

JULY 6, 2016

They are smaller than other retailers that carry similar items. Amazon knows it competes with all retailers. They want to save time and make life easier for their customers. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. Think about it. They thrive.

Customer Experience 89

Customer Experience Innovation Retail Customer Service Training 89

ShepHyken

OCTOBER 1, 2023

And then there’s the second sentence: “According to a Harvard Business Review article, employee experience is the key driver of customer experience …” Then, don’t miss the fifth tip on how technology can waste a massive amount of your employees’ time. Connect with Shep on LinkedIn.

Article 67

Article Customer Service 2023 Contact Center 67

ShepHyken

APRIL 4, 2023

People used to tip servers at restaurants, taxi drivers, hotel staff and other traditional service-oriented businesses. Now customers are being asked to tip at auto shops, retail outlets and more. I recently bought a candy bar and paid through the store’s self-service checkout system. Follow on Twitter: @Hyken

Hotels 124

Hotels Customer Service Training Reference Retail 124

ShepHyken

DECEMBER 6, 2017

Yes, Amazon and other online retailers are my salvation. Stressful times for customers means stressful times for employees. They must be more empathetic and patient as the stress of the holiday shopping experience causes customers to behave in abnormally strange – often referred to as rude – ways. around the holidays.

Customer Service 19

Customer Service Retail Customer Service Training Reference 19

ShepHyken

OCTOBER 23, 2017

Impulse service on steroids by Chip Bell. Retail Customer Experience) If service was an impulse encounter, what would be its features? How do service providers convince customers to assume a “got-to-ha ve” state of mind? Why personalization is key for retail customer experiences by Jim Dicso.

2017 74

2017 Article Customer Service Retail 74

ShepHyken

JANUARY 23, 2024

What came to mind is that whenever I make an online purchase with a new retailer or vendor, my basic information, which includes my mailing address, billing address, and credit card information, can be auto-populated in the appropriate fields. And this isn’t just a rant about medical forms. Connect with Shep on LinkedIn.

Workshop 90

Workshop Insurance Banking Customer Service Training 90

ShepHyken

NOVEMBER 28, 2023

In the customer experience world, one of the most challenging Moments of Misery™ to overcome is communication breakdown. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Workshop 90

Workshop Advertising Customer Service Training Communication 90

ShepHyken

MARCH 7, 2022

We must teach empathy with employees, or they will be unconsciously tripping that on/off switch in customers. My Comment: I’ve written many articles on how to deal with angry customers. So, when I read this article about handling belligerent customers from retail expert Bob Phibbs, I had to include it in this roundup.

Article 13

Article 2022 Customer Service E Commerce 13

ShepHyken

MAY 30, 2022

The Verdict Is In: Customer Service Isn’t Human Enough by Amy Balliett. Magazine) Does your organization’s customer service strategy sacrifice humanity for the sake of efficiency? My Comment: We are in the digital era of customer service. Here are three ways to adjust.

Article 13

Article 2022 Customer Service Rewards Programs 13

ShepHyken

APRIL 23, 2018

80% of customers will leave a brand as a result of a poor personalized CX. AI – Customer Experience Friend Or Foe? Retail TouchPoints) Today’s AI is more intelligent, contextual and can understand a customer’s intent to help them get to where they need to be. by Dave Campbell. Follow on Twitter: @Hyken.

Article 79

Article 2018 Customer Service Customer Service Training 79

ShepHyken

JUNE 6, 2022

It is the client’s well-being that to a large extent determines the satisfaction with the stay at the hotel and the willingness to use its services once again. And it all starts with the first contact when the customer visits the website. Retail Customer Experience) How does inflation affect customer experience?

Article 68

Article 2022 Customer Service Loyalty Programs 68

ShepHyken

JANUARY 17, 2022

It starts with a definition of CX and then shares seven ways to improve it, including customer journey mapping, getting feedback from employees, personalizing the experience, and more. Understand and Predict Customer Needs With Customer Journey Analytics by Simon Fraser. Follow on Twitter: @Hyken.

Article 68

Article 2022 Customer Service Customer Journey Mapping 68

ShepHyken

MAY 10, 2023

Routinely sharing examples helps employees recognize their opportunities to delight their customers. Some retail organizations, like Nordstrom, have an easy, no-questions-asked return policy. Even though the employees at Nordstrom aren’t breaking the rules, the customer feels as if they are going above and beyond.

Customer Service Training 65

Customer Service Training Workshop Travel Retail 65

Integrity Solutions

OCTOBER 27, 2021

Why Excellent Customer Service Matters. Differentiating on service isn’t just a smart strategy for growth; increasingly, it’s a survival strategy. In industries like retail, for example, the past couple of years have raised the bar on customer service expectations.

Customer Service 68

Customer Service Banking Customer Service Training Culture 68

ShepHyken

NOVEMBER 28, 2023

In the customer experience world, one of the most challenging Moments of Misery™ to overcome is communication breakdown. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Workshop 68

Workshop Advertising Customer Service Training Communication 68

ShepHyken

AUGUST 20, 2018

” Are your customers’ experiences profoundly remarkable? Retail Customer Experience) Emotional connection in the customer experience game is a mere table stake, not an extra or a value-add. The absence of an emotional connection is the definition of a poor customer experience. by Chip Bell.

Article 69

Article 2018 Customer Service B2B 69

ShepHyken

APRIL 18, 2023

Even if you’re selling a big machine to a factory, there are still expectations that are shaped by retail experiences with customer-focused companies like Amazon. Learn more about Shep’s customer service and experience keynotes and his customer service training workshops at www.Hyken.com.

Reference 65

Reference B2C Workshop Customer Service Training 65

ShepHyken

JANUARY 26, 2018

Yet you can train them to think in only one “compartment” at a time. If your retail salespeople are completing a retail sale on the floor of your store, for example, they can learn to concentrate on that task alone and ignore ringing phones, restocking the shelves, serving other customers and other tasks that are in other compartments.

Blog 83

Blog Leadership Consulting Exceptional Customer Service 83

SurveySparrow

OCTOBER 1, 2023

You breeze through security checks, and once onboard, you enjoy exclusive in-flight services that make your journey truly special. Luxury Retail Experience Suppose you’re shopping at a high-end boutique for a special occasion. High-touch services here mean you’re not just another shopper.

Customer Service 52

Customer Service Customer Experience Customers Travel 52

Storyminers

JULY 6, 2020

Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. She is also a regular contributor to Footwear News covering the retail industry. You can find those stories here.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ShepHyken

DECEMBER 17, 2018

Unhappy employees have a negative impact on customers, and the opposite is true. Employees treated right will treat customers right. The point is that a good customer service strategy starts on the inside of a company with employees. Employee turnover, some of which can be avoided. Is your company that good?).

2018 81

2018 Article Customer Service 2019 81

ShepHyken

JULY 24, 2023

Retailers’ Attempts To Dissuade Returns May Impact Brand Loyalty by Alicia Thorpe (RetailWire) The tension between retailers and shoppers is growing, and it’s because of returns. My Comment: One way to make customers love doing business with you is to be easy and convenient. Are You Telling Your Customers The Whole Truth?

Article 12

Article Customer Service 2023 Retail 12