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. One of the Big Retail CX Trends of 2024? 1, is a global day of celebration, honoring the efforts of CX professionals and highlighting the key elements that shape the customer journey.

2024 68

2024 Article Customer Service Magazine 68

CSM Magazine

NOVEMBER 4, 2019

Hendrix Training runs an innovative, fun but also technical customer service workshop for a range of clients, including in retail, hospitality and the public sector, to boost employee confidence and lift the spirits of staff and customers. The importance of body language.

Customer Service Training 80

Customer Service Training Customer Service Workshop Hospitality 80

ShepHyken

JANUARY 25, 2021

My Comment: In this article, Nate Brown introduces us to his take on something he refers to as “mission-driven CX,” which is about companies who win over their customers’ business and hearts by embodying the core values of what’s most important to them. My Comment: Here’s a great article about customer loyalty.

2021 159

2021 Article Customer Service Guest Experience 159

ShepHyken

JANUARY 4, 2021

The changing tide of retail CX by Carlos Zapatero. Retail Customer Experience) Carlos Zapatero, a business development executive at SYKES, explains how the events of 2020 accelerated a shift in retail customer experience to become more flexible and consistent — and may be the new standard well past the pandemic.

2021 148

2021 Article Customer Service Retail 148

ShepHyken

JANUARY 26, 2025

Verizon Customer Chief Talks Retail Customer Experience: It’s All About Personalization by Judy Mottl (Retail Customer Experience) Brian Higgins, chief customer experience officer at Verizon, offers insight on Verizons CX strategy and what makes for a rewarding, compelling customer experience.

Article 65

Article 2025 Customer Service Loyalty Programs 65

Customers That Stick

NOVEMBER 27, 2019

The holidays are a special time both for retail businesses and retail employees, a time of great challenge and opportunity. Having worked in retail for many years, I’ve seen how this season can test even the best retail teams. » Related Stories What Are Onstage and Backstage in Customer Experience?

Retail 78

Retail Customer Service Training Customer Service Customer Experience 78

ShepHyken

NOVEMBER 18, 2024

My Comment: AI continues to proliferate in all areas of business, especially retail. This excellent article by some of the experts at Bain and Company has great insights into how to design an experience that customers enjoy. Connect with Shep on LinkedIn.

Article 71

Article Customer Service 2024 2025 71

ShepHyken

JANUARY 7, 2025

It is one of the largest Verizon retailers in the U.S., Beyond its retail business is a commitment to giving back by serving employees, customers, and communities. How to Build a Culture that Employees and Clients Love with Terry Turner : If you want a better customer experience, start with the employee experience.

2024 77

2024 Article 2025 Workshop 77

ShepHyken

SEPTEMBER 21, 2016

It doesn’t matter if you are in retail selling to consumers, or in a business that sells to other businesses, it is virtually impossible to create customer loyalty by being the lowest price provider. The retail industry has trained consumers to think that way. Consider this. It’s all about dollars.

Loyalty 134

Loyalty Retail Customer Service Training Connections 134

ShepHyken

JULY 19, 2021

How Consumers Now Define a Good Customer Experience by Jack M. To maintain retail success in 2021 retailers will need to continue optimizing their digital experience. My Comment: How do our customers define a good customer experience? CRM Buyer) Despite U.S. You can’t define it for them. Follow on Twitter: @Hyken.

2021 149

2021 Article E Commerce Customer Service 149

ShepHyken

DECEMBER 16, 2024

Emotion Is the New Metric: The Rise of Sentiment Analysis in Retail by Scott Clark (CMSWire) Sentiment analysis a technique that uses natural language processing (NLP), machine learning (ML) and AI to gauge emotions in customer interactions has emerged as a powerful tool for uncovering the drivers of customer satisfaction and loyalty.

Article 62

Article Customer Service Loyalty Programs 2024 62

ShepHyken

JANUARY 12, 2025

Amazon Fights Back Against Fake Reviews: How Can Retailers Prevent Fraudulent Feedback? Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops.

2025 71

2025 Article Magazine Customer Service 71

ShepHyken

DECEMBER 29, 2024

New CX Index Report: Data Reveals Personalization and Integrity Are the New Imperatives for Customer Loyalty in Retail, Financial Services, and Telecoms by Fabrizio Trotti (Technology Reseller News) Today, customer experience (CX) is no longer just a differentiator; its the foundation of customer loyalty and long-term business growth.

Article 71

Article 2025 Customer Service 2024 71

ShepHyken

MAY 24, 2021

(SmarterCX) Now that it’s apparent BOPIS and curbside pickup isn’t a passing phase or temporary solution, but a powerful way for consumers to purchase, it’s time for retailers to consider what may be necessary for a successful customer experience. My Comment: For those in the retail business, this is an article for you.

2021 157

2021 Article Customer Service Customer Retention 157

ShepHyken

AUGUST 11, 2021

For example, let’s say you own a retail store. There are a number of reasons customers might come back. 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.

Loyalty 173

Loyalty Books Customers Customer Service Training 173

ShepHyken

APRIL 7, 2021

She works at Barnes and Noble and she wrote: Up until about two years ago, the stores and online retail site were two different entities. Then it all changed a bit when we were given the green light to do price matching between these two retail departments. Shop online at Best-Buy, Walmart, and other major retailers.

Retail 141

Retail Customers Customer Service Training Books 141

ShepHyken

SEPTEMBER 13, 2021

As the author points out in the very first sentence: “Although the terms ‘customer loyalty and ‘customer retention (as in repeat business)’ are often used interchangeably, they actually refer to two different things.”. Florida Butcher Shop Installs Vending Machine to Serve Customers 24/7 by Retail Customer Experience.

Article 154

Article 2021 Customer Service B2C 154

ShepHyken

SEPTEMBER 2, 2020

Isn’t that what you want with all of your customers—a long-term relationship in which the customer continues to pay for what you sell? What about a guest at a car dealership or retail clothing store? Most people would call them customers. The post Does It Matter How You Refer to Your Customers?

Reference 158

Reference Hotels Customer Service Training Connections 158

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? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? I’m not suggesting that you should.

Hotels 169

Hotels Customer Service Training Financial Customers 169

ShepHyken

JUNE 22, 2022

As a young man, my friend was the manager of a high-end retail jewelry store. He hired a salesperson, Lila, who, in his words, “Lived only to provide excellent customer service.”?As As part of the sales process, the salesperson had to get the customer’s information. Regardless, I hope you appreciate this story. .

Customer Service Training 136

Customer Service Training Reference Retail Communication 136

Customers That Stick

MARCH 3, 2020

Do our customers have hot buttons? When I ask these questions in our customer service trainings , the answer is always YES. Types of interactions that immediately trigger a negative emotional reaction? However, we often tend to thing of these triggers as individual. But this is only one type of trigger.

Customer Service 88

Customer Service Retail 2012 Customer Service Training 88

ShepHyken

SEPTEMBER 29, 2021

The company wanted to be known as a world-class retailer. 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. But that wasn’t enough! .

Hospitality 159

Hospitality Books Customer Service Training Leadership 159

ShepHyken

DECEMBER 7, 2020

Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers. These ideas focus on retail, but as I keep preaching, apply to just about any business and industry.

Article 114

Article 2020 Customer Service Loyalty Programs 114

ShepHyken

JULY 12, 2021

(The Observer) Now, in order to submit an application to Fordham, all students are required to take Customer Service Competency, a course soon to be offered in most high schools. Why It’s All About Respect, Consistency and Communication in Post-pandemic Retail by Judy Mottl. by James Heskett. Follow on Twitter: @Hyken.

2021 129

2021 Article Customer Service Retail 129

Customers That Stick

OCTOBER 27, 2014

According to Help Scout , 94% of all online retailers provide email customer service. That means that a significant number of interactions with customers are made through email. CSI: Customer Service Investigator released some interesting findings in a survey this summer on the best ‘tone’ for email customer support.

Customer Service Training 158

Customer Service Training Communication Customer Satisfaction Customers 158

ShepHyken

FEBRUARY 3, 2025

If customers cant get the support they need from one company, they may leave and try a different company hoping for a better result. 7 Signs Your Loyalty Program Needs a Redesign by Cassie Preston (Retail Dive) In a fast-paced world where shopper behaviors evolve rapidly, loyalty programs must adapt to stay effective.

2025 71

2025 Article Customer Service Loyalty Programs 71

ShepHyken

MAY 31, 2021

If you think that all they do is respond to customers’ questions and requests, then this is an article you will enjoy. How E-Commerce, M-Commerce and S-Commerce Are Setting New Customer Experience Standards by David Fletcher. They’ve learned from the best traditional brick-and-mortar e-commerce retailers.

Article 133

Article E Commerce 2021 Customer Service 133

ShepHyken

OCTOBER 10, 2016

Retail Branding: The Complete Guide by Retail Vision. Retail Vision) Here we have pulled together the most useful resources on the web to help you get retail branding right. My Comment: Branding may not officially fall into the customer service or customer experience (CX) category, but I believe it all ties together.

2016 127

2016 Article Customer Service Airlines 127

ShepHyken

SEPTEMBER 6, 2021

Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert. Total Retail) We help customers deal with bug infestations: bed bugs, mites, fleas, lice, and they’re desperate, getting bitten up, not sleeping and generally miserable. Even if you’re not in the retail world, you’ll enjoy these stats.

2021 26

2021 Article Customer Service Net Promoter Score 26

ShepHyken

AUGUST 23, 2021

Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. This article, while focused on retail, has application to any industry. Reducing friction creates efficiencies, not only for the customer but also the business. It’s about customer service training.

Article 18

Article 2021 Customer Service Customer Service Training 18

ShepHyken

SEPTEMBER 1, 2021

Amazon revolutionized the book industry and eventually the entire retail industry. . Some of my B2B clients don’t think they have to meet Amazon’s level of service. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. That’s nothing new. Follow on Twitter: @Hyken.

B2B 146

B2B Healthcare Customer Service Training Retail 146

Customers That Stick

MARCH 11, 2015

Be Your Customer’s Hero is the book I wished I’d had in my years of running retail service businesses, a single book that I could hand to my employees, many of whom arrived inexperienced or untrained, to teach them most of what they needed to know to be great at customer service.

Books 139

Books Customer Service Training Blog Social Media 139

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

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 82

Article 2024 Customer Service Magazine 82

ShepHyken

MAY 3, 2021

An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. Retail Customer Experience) Sweetwater Sound Inc., He defines CX as building long-term relationships with customers. My Comment: You can’t automate a customer relationship.

Article 112

Article E Commerce 2021 Customer Service 112

ShepHyken

AUGUST 31, 2020

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. There’s plenty of great information about how to use online customer service training.

Article 108

Article 2020 Customer Service Social Media 108

ShepHyken

DECEMBER 25, 2019

The time between Thanksgiving and New Year’s is crunch time for retailers. In some industries, the busy season means an influx of calls, emails and messages from customers who need help. If it’s something as simple as checking the status of an order, your customers will appreciate the availability of a good self-service option.

Retail 115

Retail Customer Service Training Information Customer Expectations 115