ShepHyken

DECEMBER 6, 2023

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. His angry and militant attitude continued throughout the flight. It’s not about who’s right and who’s wrong. It’s not about blame.

Customer Service 367

Customer Service Sales Customer Experience 367

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Metrics 375

Metrics Customer Service Consulting Consulting 375

ShepHyken

MARCH 12, 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 at www.Hyken.com. Connect with Shep on LinkedIn.

Personalization 371

Personalization Advertising Feedback Customer Service 371

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s fourth Stevie Award.

Contact Center 71

Contact Center Government Customer Care outsourcing 71

ShepHyken

DECEMBER 26, 2023

I often joke about a company that took four days to get back to me with an answer. Don’t deflect blame if a customer complains about something, even if it’s not your fault. Be more convenient – Convenience is about being easy to do business with. Give them something (good) to talk about. Today, it’s table stakes.

Customer Service 389

Customer Service Accountability Customer Experience 389

ShepHyken

MARCH 11, 2024

” About: Jim Serger served four years in the U.S. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

Customer Experience 367

Customer Experience Entertainment Customer centricity Personalization 367

ShepHyken

JANUARY 16, 2024

In my most recent book, I’ll Be Back , I wrote about how Bill Gates visited the customer support center and asked to take customer support calls. What I love about these three strategies is that other than a little time and effort, there is little or no expense to implement them. Connect with Shep on LinkedIn.

Customer Service 352

Customer Service Customer centricity Surveys Customer Support 352

ShepHyken

JUNE 27, 2023

He teased me the other day by sending pictures of dinners featuring brisket, ribs, sausage, and delicious side dishes from award-winning Hutchins BBQ in North Texas. The other thing you’ll notice about Hutchins (and most other BBQ restaurants), is they don’t spend a lot of money on ambiance. My comment: Always do your best.

Customer Service 301

Customer Service Marketing Customer Experience 301

ShepHyken

NOVEMBER 14, 2023

Employees want to feel excited about going to work. They want to know there will be opportunities to grow, learn, and feel better about themselves. Early in the interview process, there should be discussions about opportunities to grow. This motivates them to come to work and helps keep them employed with you.

Customer Service 366

Customer Service Customer Experience 366

ShepHyken

OCTOBER 3, 2023

Whoever said “the customer is always right” didn’t hear this about this story. Fox News just posted an update to a 2021 story about a man arrested for pointing an AK-47 at an employee at a pizza shop in Knoxville, Tennessee. The short version of the story is this. Connect with Shep on LinkedIn.

Customer Service 376

Customer Service Customer Experience Management 376

ShepHyken

OCTOBER 10, 2023

It’s about the entire customer experience. But, remember that your definition of this value is only good if it aligns with what customers want and hope for. Let’s talk about making price irrelevant. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Experience 367

Customer Experience Customer Service Sales 367

ShepHyken

JANUARY 22, 2024

” About: Anuj Bhalla is the Founder & CEO of  serviceMob , an award-winning software company that helps improve agent performance and enhance customer experience. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

Customer Service 201

Customer Service Technology Personalization Customer Experience 201

ShepHyken

OCTOBER 31, 2023

This one is worth talking about here. I’ve shared similar information about this in the past. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Airlines 331

Airlines Marketing Customer Service Customer Experience 331

ShepHyken

OCTOBER 17, 2023

The following year, Shakespeare used a similar quote in Much Ado About Nothing. But be careful about asking too many “closed-ended questions.” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Knowing more is not always best. shows you’re actively listening.

Coaching 352

Coaching Customer Service Customer Experience 352

ShepHyken

FEBRUARY 12, 2024

” About: Venk Korla is the President and CEO of HGS Digital. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

Brand ambassadors 368

Brand ambassadors Healthcare Contact Center Self service 368

CCNG

JANUARY 17, 2024

When I asked what he meant about them not caring, he said that over 90% of his calls were irate callers due to the same issue; broken promises caused by lack of communication and coordination between the retail store and the service center. One would promise a customer something that the other couldn’t deliver.

CCNG 195

CCNG Calibration Employee engagement Call Center 195

ShepHyken

MARCH 26, 2024

What you probably don’t know is that other than a pleasant demeanor – hopefully a natural part of the employee’s personality – there was a lot of training to get this person educated about the company’s products so they could deliver a knowledgeable and helpful experience. Or consider the simplicity of ordering a product from Amazon.

Entertainment 212

Entertainment Education Personalization Customer Service 212

Callminer

JUNE 27, 2021

During the CallMiner LISTEN UK 2021 Virtual Series, we had the honor of announcing the LISTEN UK 2021 Award winners. Read more about the successes of African Bank, British Gas and Hoist Finance UK.

Finance 324

Finance Banking 324

ShepHyken

SEPTEMBER 12, 2023

About 20 minutes later, the sky opened up, and it didn’t just rain. 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.

Customer Service 357

Customer Service Customer Experience Management 357

ShepHyken

SEPTEMBER 4, 2023

In the same way, a significant gap often exists between what executives believe about their customer service and what customers actually experience. When companies are not intentional about making their employees feel engaged and empowered, the financial cost is tremendous.” However, only 30% of leaders feel that way.

Employee engagement 207

Employee engagement Surveys Consulting Consulting 207

ShepHyken

SEPTEMBER 26, 2023

Be direct about the problem, but don’t lose your temper. My comment about not being surprised about getting different answers comes from my experience that companies don’t often focus on answers to common sense questions. At the beginning of the conversation, note the agent’s name and try to build a rapport.

Customer Service 336

Customer Service Customer Support Customer Experience 336

ShepHyken

FEBRUARY 26, 2024

It’s all about understanding the problem and outcomes your customers are trying to achieve.” ” “So many transformations fail because we are vague about the problem we’re trying to solve and the future state that we are trying to get to. ” “Think slowly, act fast.

Customer Experience 231

Customer Experience Customer Service 231

ShepHyken

MAY 30, 2023

About a year ago, Slutsky became the COO/CMO of the business and put his creative talent to work. Instead of the typical, boring on-hold music, Slutsky asked the staff to create a list of their favorite songs about or relating to feet. But many like to listen to the music. Connect with Shep on LinkedIn.

Wait times 380

Wait times Marketing Customer Experience Customer Service 380

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. Since the beginning, I knew there was something unique about this company. We saw there was a true cultural fit.

Sales 71

Sales Customer Service outsourcing Government 71

ShepHyken

FEBRUARY 27, 2024

In the weekly Super Amazing Show I do with Brittany Hodak, we talked about surveys. Back to John’s comment about customers at top service companies who will take the time to answer longer surveys. But for most of us mere mortals, we should pay attention to what most customers are telling us about customer satisfaction surveys.

Surveys 217

Surveys Feedback Customer Service Customer Experience 217

ShepHyken

MARCH 6, 2023

Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. It is about regularly speaking with customers directly to deeply understand the customer. Customer-led growth is about inspiring loyalty, building trust, and raising the game around customer satisfaction.

Feedback 313

Feedback Customer centricity Contact Center Surveys 313

ShepHyken

FEBRUARY 6, 2024

We were talking about how to turn Moments of Misery™ into Moments of Magic ™. Everyone was on the plane, and the flight was about to leave the gate when one of the passengers spotted a scorpion that quickly disappeared. I don’t know about you, but I might be a little concerned about getting bitten by a scorpion.

Airlines 222

Airlines Customer Service Customer Experience Management 222

ShepHyken

OCTOBER 24, 2023

I noticed it, and while it bothered me a bit, it wasn’t worth saying anything about it. Because they do what it takes and know, “If I don’t do it, who will?” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. One week later, the quote and picture frame were crooked.

Customer Service 347

Customer Service Personalization Customer Experience 347

ShepHyken

JANUARY 19, 2022

Think about the last time you received a surprise from a friend or loved one. It could be something small – just something that proves the other person was thinking about you. . My friend and fellow professional speaker George Walther was returning from an event where he received an incredible award, Legend of the Speaking Profession.

Transportation 319

Transportation Customer Service Personalization Customer Experience 319

ShepHyken

AUGUST 29, 2023

I had no idea that years later, I would write about this example in one of my books, Amaze Every Customer Every Time. It was the same price, yet it sounded so much better. What I love about these examples is that the focus was on selling me the best. The result of these experiences is everything I speak and write about.

Sales 307

Sales Customer Service Customer Support Customer Experience 307

ShepHyken

JANUARY 30, 2024

And when you look at the outcome of a customer service interaction between a customer and any employee of the company, you’ll realize the result is more about marketing than just resolving issues and answering questions. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Marketing 235

Marketing Customer Service Sales Customer Experience 235

ShepHyken

SEPTEMBER 11, 2023

Plus, Shep and Jason talk about the NPS leaders in various industries, including automotive, groceries, airlines, and more. We will hear about their experience, and it will start to impact how we behave.” ” About: Jason Barro is a leader in Bain’s Customer Strategy and Marketing practice.

Automotive 315

Automotive Airlines Benchmark Service level 315

ShepHyken

AUGUST 21, 2023

It’s about finding the right balance between AI-powered solutions and human touch to provide a seamless and personalized customer experience. Plus, Mark shares how he founded GoBolt in college and how being customer-obsessed built it to become the award-winning company it is today.

Customer Experience 156

Customer Experience Marketing Customer centricity Chatbots 156

ShepHyken

DECEMBER 4, 2023

It’s about delivering an experience that exceeds their expectations and is tailored to their unique preferences and needs. It’s about going the extra mile, finding moments to surprise and delight your guests, and creating a lasting impression that sets your business apart. A “wow moment” is a surprise and delight moment.

Personalization 254

Personalization Customer Service 254

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. She made a disparaging remark about a colleague. Don’t make negative comments about fellow employees or the company. We may learn other lessons from this story, but these are three that jumped out at me.

Customer Service 227

Customer Service Airlines Customer Experience Management 227

ShepHyken

JULY 11, 2023

It’s too bad about all that noise from the road construction.” The front desk employee practically cut me off and curtly stated, “It’s out of our control.” Of course, I knew it wasn’t the hotel’s fault. You could say something like, “I understand how you feel about the noise. Act like you care. Connect with Shep on LinkedIn.

Construction 296

Construction Customer Service Customer Experience Management 296

ShepHyken

SEPTEMBER 19, 2023

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. We need to be good at both. Connect with Shep on LinkedIn.

Customer Service 341

Customer Service Coaching Customer Experience Management 341