Stella Connect

JANUARY 26, 2022

It’s on you to ensure that every agent is prepared to delight customers day in and day out — and in this blog post, we’ll lay out customer service training tips you need to know. But if agents routinely fail to deliver satisfactory service interactions, customers will never return.

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Customer Service Training Customer Service Management Feedback 96

ShepHyken

NOVEMBER 17, 2021

If you’re already offering your customers digital solutions, what can you do to make them better? What digital interactions do we offer that our customers use and appreciate? . What digital interactions do our competitors have that we don’t offer? . If so, can we implement similar offerings for our customers? .

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Fashion Interaction Airlines Customer Service Training 131

ShepHyken

DECEMBER 17, 2024

These simple customer service tactics are my gift to you, designed to enhance every interaction and spread joy. Still, I hope you, your customers, and your employees enjoy these gifts, and may you have a wonderful holiday! I share these simple ideas to remind us that sometimes the best gifts arent always expensive.

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Customer Service Customer Confidence Fashion Workshop 118

ShepHyken

JANUARY 28, 2025

We Want Satisfied Customers: Our annual customer service research found that one in four (23%) dont return to a business that just satisfies them. Only the Front Line Needs Customer Service Training: Everybody in an organization is responsible for their role in customer service.

Loyalty Programs 95

Loyalty Programs Customer Service Training Workshop Culture 95

ShepHyken

DECEMBER 24, 2024

EVERY interaction your customers experience. Based on the experiences customers have with the best customer-focused brands, they continue to get smarter about CX and will demand more from you. Low churn, repeat customers, referrals from happy customers, and more spending per interaction.

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Customer Experience 2025 Sports Workshop 93

Bill Quiseng

FEBRUARY 15, 2022

Don’t offer customer service training. Training is finite, usually only one to several days. Training is one-way, “I know everything, you know nothing” instruction. Training is the how and what of service. Training is what employees do to develop the business.

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Customer Service Training Customer Service Customers Loyalty 78

Stella Connect

JANUARY 12, 2022

Why Agent Engagement Matters to Customer Service Teams. Agents who feel engaged take their efforts to the next level, and it’s appreciated by your customers during service interactions. 60% of respondents in the research study said they would stop buying from a brand after a less-than-ideal service interaction.

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Customer Service Training Engagement Customer Service Feedback 69

ShepHyken

JUNE 13, 2018

It’s every interaction, human or otherwise, that you have with the brand. Then there is the definition of customer service. Sure, it may be the “department” that customers go to when they have a problem, but it also includes every contact the customer personally has with anyone they encounter in your company.

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Interaction Brands Definition Advertising 106

Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? So there’s no time like the present to create the best customer service training program for your contact center. 5: DON’T: Make your customer service training program boring.

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Customer Service Training Contact Center Customer Service 2022 78

ShepHyken

FEBRUARY 12, 2025

I refer to this as Time to Happiness how quickly you can move a customer from frustrated to satisfied. Feedback Is Your Friend: Create processes to continuously gather both customer and employee feedback about AI interactions. If customers are frustrated with certain AI responses, fix them quickly.

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Customer Service Books Workshop Customer Service Training 88

ShepHyken

DECEMBER 10, 2024

Train agents and anyone on the front line dealing with customers when its the right time to end the interaction and how to do so properly. Regardless of how angry the customer is, keep these ideas in mind, and always remember: Youre not trying to win the fight. Youre trying to win the customer!

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Workshop Customer Service Training Customers Customer Service 90

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 168

CSM Magazine

MAY 14, 2024

The saying “the customer is always right” has evolved into recognizing customer service as a crucial aspect of every business. Effective customer service training is a strategic imperative for businesses aiming to foster satisfaction, loyalty, and competitive advantage.

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Customer Service Training Customer Service Customer Service Representative Competitive Advantage 52

ShepHyken

APRIL 6, 2025

As that employee looks at the screen, they share knowledge of my prior experience, which enhances this interaction. Smart brands are finding ways to leverage these memories to create experiences that get customers to say, Ill be back! The author then breaks down some key components of the journey and shares some additional ideas.

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2025 Article Customer Service B2C 75

CSM Magazine

AUGUST 27, 2024

Modern technology provides new solutions to improve customer service training, giving employees the tools they need to succeed in a competitive industry. From virtual reality simulations to gamification, the latest tech-driven approaches are transforming how businesses train their teams.

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Customer Service Training Customer Service Magazine Customer Satisfaction 52

ShepHyken

FEBRUARY 16, 2025

It changed over time to what it is today; the end-to-end experience a customer has with any and every interaction they have with a company or brand. The same thing is happening with customer engagement. The past definition (which still works today) has focused on how a company interacts with its customers.

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2025 Article Customer Service Loyalty Programs 82

ShepHyken

DECEMBER 22, 2024

How to Leverage GenAI for Enhanced Customer Engagement by John Dubois (EY) GenAI is transforming content creation, distribution and consumption, driving consistent and engaging customer interactions. GenAI is transforming the customer experience. Connect with Shep on LinkedIn.

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Article 2024 2025 Customer Service 78

ShepHyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.

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Customer Service Customer Experience Interaction Customers 160

ShepHyken

NOVEMBER 11, 2024

With advanced AI, it enables an interactive approach to gathering more detailed customer feedback beyond the standard response of good, bad, or okay. The outcome was a customer’s newfound emotional connection that led to loyalty. My Comment: I have a strong opinion about surveys, especially bad ones.

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2024 Article Customer Service Magazine 71

ShepHyken

OCTOBER 13, 2024

In addition, the article shares five benefits of implementing a customer experience improvement program. It’s a “structured initiative designed to enhance the interactions a customer has with a brand.” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 71

Article 2025 Customer Service 2024 71

ShepHyken

JANUARY 20, 2021

What you need is a bullet point list of all the places customers interact with you. Execute: If you take the time to do this right, you’ll have identified a number of interactions. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Now prioritize.

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Customer Service Customer Service Training Touchpoint Reference 164

ShepHyken

NOVEMBER 18, 2024

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. Connect with Shep on LinkedIn.

Article 75

Article Customer Service 2024 2025 75

ShepHyken

DECEMBER 16, 2024

The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE (MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share. My Comment: A new metric? Two lines in this article caught my attention.

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Article Customer Service Loyalty Programs 2024 62

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. Connect with Shep on LinkedIn.

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Workshop Customer Service Training Customers Interaction 157

ShepHyken

JANUARY 5, 2025

The research is based on insights from over 2,500 Indian customers across regions, income, age groups, and industries including B2B, SaaS, Telecom, automotive, etc. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

2025 71

2025 Article Customer Service Loyalty Programs 71

ShepHyken

MARCH 12, 2024

Manage Every Moment: I have always been a huge fan of Jan Carlson’s Moments of Truth concept, in which every interaction a customer has with a company is an opportunity for them to form an impression. These interactions include advertising, websites, people-to-people, and more. Connect with Shep on LinkedIn.

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Workshop Advertising Customer Service Training Books 158

ShepHyken

FEBRUARY 20, 2024

I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to.

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Metrics Customer Service Workshop Measurement 159

InMoment XI

MARCH 11, 2024

This app responds to customer concerns at all hours of the day, and provides prompt and accurate resolutions to their problems. When the interaction is over and the credit union deploys a customer satisfaction survey , the customer will answer that they were satisfied with their experience.

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Feedback Net Promoter Score Customer Experience Social Media 195

ShepHyken

JANUARY 12, 2025

My Comment: If you want to hang out with more customer service and CX peeps, read this article. Reddit is a social platform that has created communities where people with similar interests can interact. This article lists eight communities with a focus on customer service and experience.

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2025 Article Magazine Customer Service 75

ShepHyken

MARCH 15, 2021

How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. Joseph Michelli) The art of post-pandemic experience creation will be to select relevant technology-aids accompanied by engaging human interactions and assume that COVID-19 has forever changed experience delivery.

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Article 2021 Customer Service Customer Service Training 106

ShepHyken

FEBRUARY 10, 2021

I’ll also add that every interaction that comes after the performance on stage is part of the show. Our customers may find us as the result of a Google search or a recommendation from a friend or colleague. Everything that happens leading up to the sale is part of the customer experience. And, that includes customer service.

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Magazine Entertainment B2C Customer Service Training 134

ShepHyken

OCTOBER 17, 2023

That may be the case for the cat, but it’s not so in the world of customer service. A good customer service rep, salesperson, or anyone interacting with a customer should be curious. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

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Workshop Customer Service Training Customer Service Interaction 151

ShepHyken

NOVEMBER 18, 2020

That question is still relevant, now more than ever, but let’s take it beyond people-to-people interactions. Let’s look at the bigger experience—specifically, the digital or technological interactions that our customers have with us. Today, customers want a touchless experience. Eventually, it can become a lifetime.

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Loyalty Books 2018 Customer Service Training 149

ShepHyken

MARCH 30, 2025

Accenture Claims Customer Service Is on the Brink by Rhys Fisher (CX Today) As AI and automation reshape customer interactions, businesses that embrace these innovations will be best positioned to build lasting relationships and drive loyalty in an increasingly competitive landscape. Connect with Shep on LinkedIn.

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2025 Article Customer Service Magazine 71

ShepHyken

NOVEMBER 16, 2016

Engagement is about interacting and attraction. Both are part of the customer experience (CX). So, which customer experience would you rather create? One that is pushy and promotional or one that is about interacting and relationship building? Customers can post comments and interact.

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White Paper Marketing Customer Experience Advertising 134

ShepHyken

JULY 19, 2021

My Comment: Do you want to really WOW your customer? Opportunities to WOW the customer don’t happen with every interaction. who understands customer behavior. 12 Ways To Implement Successful Employee Training Initiatives by Forbes Human Resources Council. The secret to doing so is to create emotion.

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2021 Article E Commerce Customer Service 154

ShepHyken

JULY 8, 2024

Everyone must remember their Awesome Responsibility , which is that at any given time, one employee interacting with a customer represents all other employees. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

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Sports Workshop Customer Service Training Customer Service 149