ShepHyken

SEPTEMBER 8, 2024

Nine Areas of Focus for Improved Customer Service Training by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success. Here are my top five picks from last week.

Article 89

Article 2024 Customer Service Magazine 89

CSM Magazine

NOVEMBER 4, 2019

Confidence also comes from reminding yourself that you are the expert and to tap into your product knowledge and experience in difficult or day to day customer service situation. For more information on the actor-led customer service workshop please visit here or email training@hendrixthedog.org tel: + 44 (0) 1892 519504. .

Customer Service Training 80

Customer Service Training Customer Service Workshop Hospitality 80

ShepHyken

JULY 25, 2023

Companies that charge their customers monthly or annually using a subscription model – this could include newspapers, magazines, software, utilities, and almost any type of product – should have processes in place to deal with a customer passing away or any other tragic or unusual scenario. Connect with Shep on LinkedIn.

Magazine 23

Magazine Workshop Customer Service Training Customer Service 23

ShepHyken

MAY 6, 2019

How Customer Service Needs to Evolve in the Subscription Economy by Wendy Shlensky. CustomerThink) Customer service is a true differentiator in today’s ever-growing subscription economy. What started with newspaper and magazines has now evolved to real-time, contextual and personalized product ownership experiences.

Article 121

Article 2019 Customer Service Magazine 121

ShepHyken

JUNE 17, 2024

The Secret to Dealing With Awkward Customers by Call Centre Helper Magazine (Call Centre Helper Magazine) From repeatedly sending back products and making apparently unwarranted complaints, to demanding something over and above your offer… Not to mention taking up too much of your agents’ time! Connect with Shep on LinkedIn.

2024 89

2024 Article Magazine Customer Service 89

ShepHyken

SEPTEMBER 6, 2021

The idea behind the article is to “delight” the customer, rather than to just serve them. A Customer Discovered Their $350 Lego Set was Missing Pieces. Magazine) Delight is maybe the most powerful thing you can do to generate loyalty among your customers. The Company’s Response Was Brilliant by Jason Aten.

2021 28

2021 Article Customer Service Net Promoter Score 28

ShepHyken

SEPTEMBER 1, 2024

Helping Companies & Organizations Create an Amazing Customer-Focused Culture by CXO Magazine This week, we’re starting the Top Five roundup with a Bonus article. Actually, it’s more than an article, it’s an entire magazine devoted to CX. And I’m very proud that that CXO Magazine honored me with a cover story.

Article 76

Article Magazine Customer Service 2024 76

Customers That Stick

JANUARY 22, 2015

Just a little something extra that will make the customer take note. Remembering what magazine they like to read while they wait and handing them the latest copy. And while we may be talking about customer information forms — your teams can use observation and conversation to get these customer insights as well.

Information 119

Information Customer Service Training Magazine Fashion 119

ShepHyken

FEBRUARY 6, 2024

It’s time to come back to a very important topic in customer service and customer experience. I was recently interviewed by Megan Jones, an editor for Call Centre Helper magazine. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Communication 100

Communication Magazine Airlines Workshop 100

ShepHyken

JUNE 4, 2024

Magazine interview. 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.

Magazine 96

Magazine Workshop Customer Service Training Article 96

Bill Quiseng

MARCH 28, 2016

.” The author of the recently published book, Customer Service (finally) Defined – Ideas, Tips, techniques & Skills You Can Use Now and Forever , and eight other books, Nancy is simply one of the best keynote speakers on customer service. Can you tell I’m a big fan?) And have fun!

Books 128

Books Magazine Entertainment Social Media 128

ShepHyken

AUGUST 19, 2020

I read an article penned by Dale Salwak in Linking Ring Magazine, the publication put out by the International Brotherhood of Magicians. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. His idea of taking the report to a professional level was to have no misspellings.

Magazine 136

Magazine Entertainment Sports Definition 136

ShepHyken

AUGUST 8, 2022

The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. CEOWORLD Magazine) Creating a positive customer experience is key to keeping your target market coming back, whether you’re operating a digital business or a brick-and-mortar storefront. Follow on Twitter: @Hyken.

Article 24

Article 2022 Customer Service Culture 24

ShepHyken

SEPTEMBER 15, 2024

With 15 ideas shared, you’re sure to find something to help you achieve high customer satisfaction scores. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Article 89

Article Loyalty Programs Customer Service 2024 89

ShepHyken

NOVEMBER 1, 2020

Poor training and abusive customers – both very scary when mismanaged – are just two of the five topics covered in this short article. 8 ways to be a great customer during COVID by Monique Richardson. Second, there are some great comments from other customer service and CX experts that will give you something to think about.

2020 112

2020 Article Customer Service Magazine 112

ShepHyken

OCTOBER 4, 2021

7 Techniques That Are Key to Customer Retention Today by John Hall. Magazine) It’s a business axiom that holding on to existing customers is more lucrative than acquiring new ones. My Comment: Returning customers are more profitable, not just because they return. Here are my top five picks from last week.

Article 105

Article 2021 Customer Service Magazine 105

ShepHyken

MAY 12, 2019

Are you reactive, proactive or predictive when it comes to customers? CEO Magazine) The introduction of Voice of the Customer solutions enables a predictive management style that operates effectively the same way that a check-up at the doctor does. by Michael Stelzer. Follow on Twitter: @Hyken.

2019 99

2019 Article Loyalty Programs Customer Service 99

ShepHyken

JUNE 14, 2021

Personalization may not quite be table stakes for a good customer experience, but it’s a definite differentiator. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus to learn more about our customer service training programs.

2021 103

2021 Article Customer Service Retail 103

CSM Magazine

NOVEMBER 1, 2018

Customer support is a critical interface with a huge impact on customer satisfaction and customer retention and, thereby, on business performance and profitability. Here are a few fundamental must-haves for any prospective online customer service training solution. Course management. Learning delivery.

Customer Service Training 40

Customer Service Training Customer Service E-support Metrics 40

ShepHyken

SEPTEMBER 12, 2022

Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do. So, I was excited to read Steven’s article and watch his video comparing the movie to a great customer experience. 3 Things You Need to Do to Keep Customers by Jim Schleckser.

Article 16

Article 2022 Customer Service Magazine 16

ShepHyken

FEBRUARY 25, 2019

My Comment: Jill Schiefelbein tells us a great story and shares three excellent customer experience lessons; the voice on the phone matters, industry jargon can create a barrier and kill an experience, and the process shouldn’t inconvenience the customer. A quick read with some important reminders. It’s what can keep you in business!

2019 93

2019 Article Customer Service Guest Experience 93

ShepHyken

JULY 25, 2022

6 Considerations for a Meaningful Customer Service Policy by Kate Spirgen. My Comment: What customer service lessons can you learn from a garden retailer? The Garden Center magazine recaps Liz Lark-Riley’s session at the garden industry’s meeting, Cultivate ’22. Quite a bit. Follow on Twitter: @Hyken.

Article 15

Article 2022 Customer Service Magazine 15

ShepHyken

NOVEMBER 11, 2024

The result is a dramatic increase in both the number of customers willing to share feedback and the quality of their responses. Staff Friendliness by Miika Mäkitalo (CRM Magazine) Looking back on Customer Experience Day, it’s clear that CX has never been a more critical factor for success in retail.

2024 72

2024 Article Customer Service Magazine 72

SurveySensum

JULY 14, 2020

Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

OCTOBER 26, 2020

For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. The Future Of Business Is Customer-centric: 3 Pillars To Create A Customer-centric Strategy by Ilenia Vidi. You’ll have to download the report to get it – and it’s worth it.

2020 95

2020 Article Customer Service Contact Center 95

ShepHyken

NOVEMBER 29, 2021

Magazine) Employee turnover is always a stressful situation. This time it is Ricardo Saltz Gulko’ s picks of the best customer experience and design books of 2021, and he included my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. Here are my top five picks from last week.

2021 94

2021 Article Customer Service Retail 94

ShepHyken

AUGUST 30, 2021

9 Customer Service Phrases That Should Be Retired Immediately by Geoffrey James. Magazine) The standard customer service on-hold verbiage is weasel wording of the worst stripe. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Maybe both!

Article 17

Article 2021 Customer Service Magazine 17

ShepHyken

MAY 13, 2024

8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed.

Article 80

Article Customer Service 2024 Loyalty Programs 80

CSM Magazine

APRIL 12, 2022

The uncomfortable fact is that you can be as customer focused as you wish, but you will not always be able to help. Rudeness has no place in any situation but especially in our day-to-day livelihoods.

Customer Service Training 52

Customer Service Training Customer Service Customers Article 52

ShepHyken

JANUARY 24, 2022

5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. Staples Worklife Magazine) The supply chain crisis is causing product backorders and shipping delays that will affect all shoppers this holiday season. Learn how to ensure customer satisfaction despite supply chain disruptions.

2022 72

2022 Article Customer Service Magazine 72

ShepHyken

SEPTEMBER 22, 2024

Costco Is Rolling Out a Brand-New Feature that Its Most Loyal Customers Will Love by Bill Murphy Jr. Magazine) Did you hear the one about the loyal Costco member who went to buy a $4.99 Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. It has a brain.

Article 86

Article 2024 Customer Service E Commerce 86

ShepHyken

FEBRUARY 25, 2024

Customer service trends to watch in 2024 by St. Louis Magazine (St. Louis Magazine) Shep Hyken helps organizations around the world learn and implement best practices for serving people in a variety of industries. My Comment: I’m honored to be included in this year’s Replicant’s Top 50 CX Innovators List.

2024 68

2024 Article Customer Service Average Handle Time 68

ShepHyken

MAY 7, 2018

This short article focuses on the three types of consistency that drives brand loyalty: a consistent customer experience, consistent brand values and consistent brand identity elements. Take Your Company’s Customer Experience Efforts to the Community by Adrian Speyer. Follow on Twitter: @Hyken.

Article 79

Article 2018 Customer Service Magazine 79

ShepHyken

NOVEMBER 22, 2021

If the leadership isn’t getting out of their offices and communicating directly with customers, they are missing the opportunity to hear from one of their best assets, their customers. The Secret to a Superb Customer Service Team? Hiring Actual Customers by Gabrielle Bienasz. Follow on Twitter: @Hyken.

2021 94

2021 Article Customer Service E Commerce 94

ShepHyken

DECEMBER 16, 2024

Custom Studio (Inc. Magazine) A growth-at-all-costs mindset can land a company in hot water, creating misalignment with consumer needs and preventing the development of the long-term customer relationships that are foundational to healthy businesses. What does that mean? Building Relationships That Last a Lifetime by Inc.

Article 62

Article Customer Service Loyalty Programs 2024 62

ShepHyken

JUNE 13, 2022

CustomerThink) Some of us are old enough to remember when subscriptions were limited to just sports clubs, newspapers, and magazines. If you say the word “subscription,” most people think of magazines and newspapers. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

2022 72

2022 Article Customer Service Magazine 72

ShepHyken

MARCH 21, 2022

And right up there with that power is when customers create content (written and video) for the world to see. The Five Cs of Customer Service by Call Centre Helper Magazine. Call Centre Helper Magazine) If you are looking for contented customers, then there are five key areas that you need to address.

2022 72

2022 Article Customer Service Magazine 72