This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
Customer ServiceCustomer Service StrategiesCustomer Service Training
He shared an amazing answer: The enemy of customerservice is pride. If youve been following my work, you know one of my favorite concepts is The Customer Is NOT Always Right ! If youve been following my work, you know one of my favorite concepts is The Customer Is NOT Always Right ! Can you see the conflict?
It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customerservice centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.
In the customerservice world, we’re contacted by customers who have questions and problems. is an opportunity for a positive customerservice conversation right from the start. Here are three ideas: Yes and No – If you’ve been in sales, you may have been taught that the goal is to get the customer to say yes.
With all the talk of AI, ChatGPT and more, Im often asked when interviewed, Whats changed in customerservice? 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.
Good customerservice becomes noticeable for two reasons: A company or brand can be known for amazing customerservice 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.
AI is reshaping customerservice and customer experience faster than we could ever imagine. Don’t fall into the trap of thinking AI can replace your customerservice team. If customers are frustrated with certain AI responses, fix them quickly. But some are getting it wrong.
Well, customer feedback is exactly what’s going to help your business improve its customerservice process efficiently. You need to take into account their expectations, needs, and final feedback for your services to create an excellent customerservicetraining program. Source: Mckinsey.com.
Many companies still believe that customerservice is what happens when something goes wrong. However, that is only one part of customerservice. The bigger picture is that customerservice happens throughout a customer’s entire experience while doing business with you.
” Over the years, many a branded platform has been launched, with little to no long-term social media customerservicestrategy… or even a short-term one. Why do you want to be on social media to serve your customers? What does success look like for your customerservice efforts? Social media training?
That’s why a high customer retention rate is an important goal for many businesses. Excellent customerservice is one of the best ways to achieve this goal. Customer retention supports long-term growth because it creates a loyal customer base. Why Does CustomerService Impact Retention?
One of our Shepard Letter subscribers recently asked, How come you didnt do an article on customerservice or experience New Years resolutions? So, here are seven customerservice and CX resolutions that are easy to keep: Respond quickly to customers Quick response to customers increases their confidence in you.
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 customerservice keynote speech I’ve ever delivered. The shortest customerservice speech ever …. “BE The post The Shortest CustomerService Keynote Speech Ever! Okay, here goes.
What gets in the way of creating a great customerservice 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?”
We Want Satisfied Customers: Our annual customerservice research found that one in four (23%) dont return to a business that just satisfies them. Only the Front Line Needs CustomerServiceTraining: Everybody in an organization is responsible for their role in customerservice.
Follow these simple steps and start to improve your customerservice, even if it’s just by 1%! Shep Hyken is a customerservice expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customerservicetraining programs, go to www.thecustomerfocus.com.
Most companies like to say they provide great customerservice and deliver it with integrity, but what does that really mean? Have you created a customerservicestrategy that defines those expectations? . Implementing A CustomerServiceStrategy. Get Employee Input To Guide The Strategy.
We have all been victims of a customerservice or experience farce. When it comes to customerservice, May the Force be with you! Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. A company makes a statement or a promise, and we are let down.
We don’t have the budget to expand our customer support department. . Our annual customerservice research shows that of all the ways customers reach out for customer support, social media channels like Twitter, Facebook, Instagram, and others are at the bottom of the list, but that doesn’t mean they should be ignored. .
It’s unrealistic to think you could retain 100% of your customers forever. That leaves 49% of customers who could potentially be swayed by price. So, sit down with your team and brainstorm the answer to the question, “Why would a customer leave us?” And once you know, do something about it! Connect with Shep on LinkedIn.
Many of you who read my articles or watch my videos may not have jobs related to customerservice or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. While all three of these customerservice and CX metrics can formally be measured, most likely, you’re not the one doing the measuring.
We just released our annual customerservice research where we surveyed more than 1,000 consumers and asked what customerservice 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.
So, what does this have to do with business, specifically customerservice and CX? In the customerservice world, we should create a “game plan” to deliver an experience that is perfect, never requiring a customer to reach out to us because of problems. Plenty! In any team sport, the goal is to win.
Then, change it sooner rather than later. Here are a few of my favorite slogans: Zappos: “Delivering Happiness” – Zappos is an online shoe company known for its award-winning, legendary customerservice. Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author.
I want this year to be your best year ever for creating amazing customerservice and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. That’s what I want you to do with your customers. Happy New Year! And for everything else, too!
Always thinking about how everything in life ties to customerservice, I wondered, “What is a good recipe for customerservice?” Leadership defines the customerservice and CX vision for everyone to follow. So, I’ve listed some of the essential ingredients. In the meantime, this is enough to get you started.
Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customerservice and customer experience keynote speeches and his customerservicetraining workshops at www.Hyken.com. Connect with Shep on LinkedIn.
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 customerservice they want or deserve. Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author.
How long does it take from the beginning of the time a customer decides to reach out for help until they are totally happy that they did? Deferring to my annual customerservice and CX research, year after year the public chooses Amazon! Create your customerservice and experience mantra. Its not a belief.
The employees recognized that customerservice is a team sport. It’s everyone’s job to make sure the customers leave happy. Unfortunately, I’ve also witnessed the opposite at a restaurant. Get more information on The Customer Focus ™ customerservicetraining programs. I liked what I was seeing.
In recent years, the importance of customerservice in healthcare has come to the forefront. In this article, we look at some key strategies and techniques for providing excellent patient care. According to a survey by Accenture , 25% of patients have switched healthcare providers due to poor customerservice.
Each week I read many customerservice and customer experience articles from various resources. America’s Best CustomerService Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customerservice companies. Here are my top five picks from last week.
I like the title of this article, but perhaps a more appropriate title might be: CustomerService Is Like Being Married. The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. Connect with Shep on LinkedIn.
Some customers will lash out at you, yelling and even cursing. Our customerservice research (sponsored by RingCentral ) found that 34% of customers admit to yelling at customerservice reps, and 21% of customers admit to cursing. How you deal with the angry customer at this point is crucial.
Each week I read a number of customerservice articles from various online resources. The CustomerServiceStrategies 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. Are customerservice chatbots full of chit?
When it comes to customerservice and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customerservice and CX is often not the reality. They should learn firsthand what it’s like to be a customer. It’s just our perception.
So, here’s a question for you: Are you confident your customerservice and CX won’t scare your customers away? Proactive CustomerService – When you reach out to a customer before they call you about a problem – and sometimes before they even know there’s a problem – you’re proving you have their back.
And in the world of customerservice and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Just as we want our customers to come back, we want our employees to stay. . Keep those phones open for your customers!
Each week I read a number of customerservice and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customerservicestrategy, you are highly likely to lose business. by GISuser. Here’s Why.
Each week I read a number of customerservice and customer experience articles from various resources. 8 Tips for Improving Social Media CustomerService by Fara Haron. My Comment: Companies are using social media customer care/service to increase loyalty and gain market share.
Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customerservice and customer experience keynote speeches and his customerservicetraining workshops at www.Hyken.com. Connect with Shep on LinkedIn.
Being purposeful about little things that are expected and cost nothing – or next to nothing – can go a long way in getting a customer to think of your business as a first-class organization. Get more information on The Customer Focus ™ customerservicetraining programs. Follow on Twitter: @Hyken
Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customerservice number. Instead, I want to emphasize the last part of my response to the question: sometimes, customerservice agents – and other employees – have different answers to the same questions. The problem is a training issue.
“Is customerservice more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customerservice research. And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customerservice?”
Each week I read a number of customerservice and customer experience articles from various resources. Which is Your CX Priority: Satisfied Customers or Profit? LinkedIn) What should your ultimate goal be when designing your customers’ experiences? This article reminds of this strategy.
We organize all of the trending information in your field so you don't have to. Join 5,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
Let's personalize your content