ShepHyken

NOVEMBER 21, 2023

This story has at least two lessons. First, every company should tinker with what’s working by experimenting and looking for better ways to do “what they’ve always done,” even if it’s working. Unfortunately, many companies operate this way and miss opportunities to improve. Don’t question it. If it works, don’t try to change it.

Airlines 207

Airlines Journey mapping Morale Customer Service 207

CCNG

NOVEMBER 22, 2023

However, not all employees will be recognized, which means that the company risks higher attrition levels, loss of customer satisfaction and loss of profit. Host a communication game where everyone tells a story and the last person tells the story out loud to the group. This creates laughter and fun amongst the group.

Employee engagement 195

Employee engagement CCNG Best practices Surveys 195

ShepHyken

DECEMBER 9, 2020

Last week, I covered the idea of the story. Customers love to read the stories of other customers using the products they are interested in purchasing. While they may not be buying the product, the reviews help them buy into the company they work for. The good stories are great to share, but what about the bad ones?

Coaching 352

Coaching Surveys Customer Service 352

ShepHyken

APRIL 25, 2023

I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant. He shared the remarkable story of Richard Montañez, a janitor at a Frito-Lay plant in California. I love this story for two reasons.

Sales 254

Sales Customer Service Marketing Personalization 254

ShepHyken

MARCH 5, 2024

He shared commentary and stories, so the audience felt they had a glimpse into the personality of one of the most famous and iconic musicians on the planet. This is the lead-in to today’s lesson, which is to understand the difference between experiencing a company or brand, and simply doing business with it.

Entertainment 201

Entertainment Personalization Customer Service Customer Experience 201

ShepHyken

JUNE 20, 2023

I’ll never forget reading about this story. There is a happy ending to the story. The good news is that of all the mistakes we could make, this one is at least easily fixable.” And there is a similar story that happened just a few weeks ago. In 1996 the U.S. hosted the Summer Olympics. mainland and U.S.

Customer Service 167

Customer Service Entertainment Airlines Customer Experience 167

Beyond Philosophy

DECEMBER 15, 2022

So, let’s say we have a story we want customers to hear. We might send a press release to see if reporters will pick up the story. However, to get a reporter to write the story, we first need to understand that journalist’s beat. United didn’t want that story told. It’s an example of Framing.

Entertainment 195

Entertainment Airlines Advertising Technology 195

ShepHyken

FEBRUARY 27, 2023

Every company has a story – what they are about, how they work, and what kind of experience their customers can expect of them. Marketing must tell that story to the customer support team so everybody in the company can embody that story. Tune in!

Customer Experience 156

Customer Experience Marketing Sales Customer Service 156

Beyond Philosophy

APRIL 15, 2023

In this episode, we share some stories about things that have gone wrong. Similarly, we share some of our triumphs, too, with the hope that these success stories might help some of you as well. One of the great things about having a podcast is that we can share information.

Consulting 195

Consulting Consulting Customer Experience 195

CCNG

SEPTEMBER 14, 2022

About 4-5 months ago I was speaking with an industry colleague and telling my origin story. I was sharing how I started as an agent, moved into leadership within centers and then I transitioned to the technology side becoming an executive in software companies that served the industry. Again, Until recently.

Contact Center 195

Contact Center Feedback Marketing Technology 195

CCNG

JUNE 14, 2023

Successful brands, like Apple and Nike, have long understood the value of emotional connection, leveraging their brand stories and customer experiences to create lasting, positive impressions on their customers. Your story must be authentic, relatable, and draw out the emotions that drive customer loyalty.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

ShepHyken

JULY 21, 2021

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 customer service keynote speech I’ve ever delivered. The short version of this story is that I was the closing keynote speaker. Yet, it’s worth bringing up again, as I have a new twist on it.

Customer Service 436

Customer Service Customer Experience 436

ShepHyken

DECEMBER 19, 2023

If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. I’ll share that company’s name at the end of this article. All was seamless, and the “conversation” continued rather than forcing Cindy to tell her story repeatedly.

Customer centricity 212

Customer centricity Chatbots Self service Feedback 212

Toister Performance Solutions

SEPTEMBER 14, 2023

The story became a legend. You need legendary stories of your own if you want to deliver legendary customer service. This guide will show you three things: What makes a great customer service story. How to use stories to inspire your team. Photo credit: Mike Mozart What makes a great customer service story?

Surveys 109

Surveys Coaching Customer Service Feedback 109

ShepHyken

APRIL 28, 2021

This is why some companies get a bad rap! Our colleague here at Shepard Presentations, Nate Jones, shared a story about something that recently happened to his father. The call started off okay but quickly derailed into one of those, “You won’t believe this” kind of stories. This is a great customer service training lesson.

Scripts 435

Scripts Transportation Customer Support Customer Service 435

Beyond Philosophy

JANUARY 4, 2022

Tina works for an engineering company in Australia and recently joined the New Zealand office. She also explained the company has engineers and technicians serving in dual roles because “customers do not want a sales relationship.” The water company had promoted an engineering guy to running customer experience.

Engineering 221

Engineering Consulting Consulting Best practices 221

ShepHyken

JUNE 8, 2022

This is a great story with a great lesson. . I’ve always preached that the best companies don’t need to go over the top to be seen as amazing. In the story, Michelangelo was saying that details, even if they aren’t obvious, are important to him. I don’t know if it’s true, but it doesn’t matter. None of these are big.

Customer Service 319

Customer Service Customer Experience Personalization 319

ShepHyken

JUNE 19, 2023

It is a way for brands to tell a story about their business so customers can get to know them better and understand how they work. Plus, Mich shares how companies can share their values, message, and authenticity with their customers. What role does social media play in building a community and telling brand stories?

Customer centricity 161

Customer centricity Marketing Customer Care Education 161

ShepHyken

DECEMBER 11, 2023

Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. Companies often lean towards focusing on the negative 5% of customer interactions, which can result in the creation of rules and procedures based on outliers. Quotes: “It all starts with leadership.

Customer centricity 207

Customer centricity Morale Feedback Customer Experience 207

Beyond Philosophy

OCTOBER 21, 2023

A strong believer in brand, Beard is starting a new company and asked us for help getting people to take away what she wants them to about her company’s brand. Are you “in a pickle” at your company, too? Poor Irene Beard. She is in a pickle, and she needs our help. Check it out here.

Customer Experience 195

Customer Experience 195

Beyond Philosophy

JULY 13, 2021

We discussed this topic of outsourcing on a recent podcast , where my co-host shared a story about his friend who ordered a trampoline. When they called the vendor about the issues, the trampoline vendor was not as responsive as they had hoped since the installation was the third-party company’s responsibility.

outsourcing 418

outsourcing Customer Experience Journey mapping Call Center 418

TechSee

OCTOBER 2, 2023

The rare 30-year customer embodies this loyalty, having been part of the company’s successes and growing pains. Her remarkable three-decade commitment to her service provider tells a story of enduring loyalty and trust. She had heard horror stories from friends who had struggled with similar transitions.

Customer Service 124

Customer Service Customer Experience 124

ShepHyken

NOVEMBER 28, 2023

However, using it was a different story. The good news is that when I reached out to technical support, I had a response within minutes. I recently bought a software solution. The advertising said, “Easy to install and easy to use.” It was half right. I had no problem installing the software. Don’t assume you’re on an equal footing.

Technical Support 212

Technical Support Education Advertising Customer Service 212

Beyond Philosophy

FEBRUARY 23, 2023

Use a Story to Explain People are storytellers and process information better when receiving it in a story form than when it isn’t. Explaining why the price increase is coming in a story, particularly when you are in a relationship business like many business-to-business relationships are, is essential.

Education 195

Education Management 195

ShepHyken

NOVEMBER 28, 2018

In the past, I’ve written and talked about “ Telling Your Story.” The idea is that you look to create the “legendary” type of stories that come from your employees and set the bar for the customer experience you want to deliver. Have your customers create videos that tell the story of what it’s like to do business with you.

Customer Experience 313

Customer Experience Customer Service 313

Beyond Philosophy

JUNE 12, 2021

These things are part of three news stories that can provide insight into improving your Customer Experience. There are three news stories that we talk about in this episode that, at first glance, do not seem to be about Customer Experience. So how do they provide insight? Click here to learn more. How can we help?

Customer Experience 259

Customer Experience Consulting Consulting Surveys 259

ShepHyken

MAY 15, 2023

Look at the companies you love and why you love them. Identify what you love about those companies that you can start doing with your team. Jesse Cole’s latest book, Bannana Ball: The Unbelievably True Story of the Savannah Bannanas , just came out May 18, 2005. In Banana Ball , each game lasts no more than 2 hours.

Entertainment 156

Entertainment Customer Experience Customer Service 156

Myra Golden Media

SEPTEMBER 17, 2021

After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Take recognition beyond your walls – go online and use company communication outlets to post success stories about your service superstars.

Customer Service 348

Customer Service Customer Experience Management 348

ShepHyken

DECEMBER 26, 2022

CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers. I can’t think of a better way to start this week’s roundup than with this article that compiled five “Hallmark” type holiday stories. True loyalty programs make customers feel special and connected to the company.

Customer Service 161

Customer Service Self service Customer Experience Personalization 161

CCNG

JULY 12, 2023

Are companies better at meeting customer expectations because of these surveys? Most of the feedback companies are requesting is unnecessary, because they already have the bulk of the feedback. While millions of good feedback is provided by consumers What most companies cares about is a number. Most consumers say No.

CCNG 195

CCNG Airlines Surveys Feedback 195

Beyond Philosophy

JULY 3, 2021

However, by bringing in these additional resources the third-party company provides, you also have created an end-to-end experience that makes it easy for your customers to do business with you. Here are a few key moments in the discussion: 03:20 Ryan shares a story about his friend and her troubles with a trampoline installation.

outsourcing 273

outsourcing Customer Experience Consulting Consulting 273

ShepHyken

JANUARY 24, 2023

Faster Service Without Sacrificing Satisfaction Delivering Personalized Support with Technology Shep Hyken interviews Paulo Almeida, CEO & Co-Founder of Clientscape , a company that helps support agents seamlessly manage customer interactions across multiple channels.

Transportation 161

Transportation Advertising Analytics Chatbots 161

Beyond Philosophy

DECEMBER 6, 2018

People are far more likely to share a Customer Experience horror story than an excellent moment with a company. Part of that is because bad experiences make good stories at a party. consumers say they spend more money doing business with a company that delivers an excellent experience. Seven out of ten U.S.

Customer Experience 410

Customer Experience Benchmark Customer retention Personalization 410

ShepHyken

JANUARY 25, 2021

Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. Customer service expert Chip Bell sets the stage with a story. My Comment: I believe that every company – in any industry – could do well to have a “hospitality mentality.”

Customer Service 387

Customer Service Customer Experience Marketing Management 387