ShepHyken

APRIL 11, 2023

The employees recognized that customer service is a team sport. When all employees understand that, the customer will most certainly have a better experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. I liked what I was seeing. Follow on Twitter: @Hyken

Customer Service 336

Customer Service Employee engagement 336

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. AI is important for streamlining processes and improving the customer experience, but companies that are implementing digital self-service solutions must find the right balance between human and digital experiences.

Customer Service 196

Customer Service B2B B2C Advertising 196

ShepHyken

AUGUST 16, 2023

The story I shared illustrates how failure in customer service is often not the fault of the individual but the system in place. All things considered, the responsibility for customer service success or failure usually lies in the hands of leadership, not the front-line workers. Connect with Shep on LinkedIn.

Customer Service 296

Customer Service Personalization Customer Experience Management 296

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. Do more in 24! When I’m hired to do a customer service keynote speech , my walk-on music is Bonnie Raitt’s hit song, Let’s Give Them Something to Talk About. Happy New Year! And for everything else, too! With that, here are 10 ideas.

Customer Service 389

Customer Service Accountability Customer Experience 389

ShepHyken

SEPTEMBER 26, 2023

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. Instead, I want to emphasize the last part of my response to the question: sometimes, customer service agents – and other employees – have different answers to the same questions. I try to be nice, but that doesn’t always work.

Customer Service 336

Customer Service Customer Support Customer Experience 336

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. There are at least three lessons we can learn from this story: Laziness: That should never be an excuse for providing poor customer service. I booked an international trip for a speaking engagement.

Customer Service 227

Customer Service Airlines Customer Experience Management 227

ShepHyken

APRIL 4, 2023

It used to be customary to tip 15% for good service and 20% for amazing service. People used to tip servers at restaurants, taxi drivers, hotel staff and other traditional service-oriented businesses. I recently bought a candy bar and paid through the store’s self-service checkout system. Follow on Twitter: @Hyken

Self service 307

Self service Customer Service Personalization 307

ShepHyken

OCTOBER 12, 2022

Our annual customer service 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. . What are the best social media channels for customer service?

Customer Service 391

Customer Service Customer Care Customer Support 391

ShepHyken

OCTOBER 5, 2022

Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. This is where sales and customer service collide. The point is that sales and service are so tightly intertwined that they combine to create an experience. And that’s what selling with service is all about.

Sales 307

Sales Customer Service Advertising Customer Experience 307

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 shortest customer service speech ever …. “BE Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service 436

Customer Service Customer Experience 436

ShepHyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. They no longer compare us only to our direct competition but also to the best service they’ve had from any company. Happy New Year! What’s 2024 going to be like? Here are my top predictions for 2024.

Customer Service 231

Customer Service Customer retention Customer Experience 231

ShepHyken

SEPTEMBER 5, 2023

I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. But today’s answer is not just timely, but also timeless. Connect with Shep on LinkedIn.

Customer Service 207

Customer Service Customer Support Management Customer Experience 207

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others.

Customer Service 179

Customer Service B2C B2B Customer Experience 179

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. The Budget funds the expertise and tools necessary to ensure excellent service delivery and customer experience across the Federal government. Here are my top five picks from last week. Connect with Shep on LinkedIn.

Customer Service 196

Customer Service Government Customer centricity Customer Experience 196

ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. If we don’t have a product or service that meets a customer’s needs, we will go out of business. And when you combine it with meeting the customer’s service needs and expectations, you go to another level.

Government 201

Government Customer Service B2B B2C 201

Myra Golden Media

OCTOBER 6, 2021

Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! If you missed the live event, no worries. We’ve got you covered with the replay below. Join us at 9am ET tomorrow live!

Customer Service 367

Customer Service Customer Experience 367

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Certain B2C rockstar brands are teaching our customers what good service is like, and they now have higher expectations.   . Customers’ Expectations of the “Basics” Continue to Rise – The basics are about friendly, helpful, convenient service.

Customer Experience 336

Customer Experience Customer Service B2C Self service 336

ShepHyken

JANUARY 31, 2023

They are known for their first-class level of service. That’s what gets customers to say, “I’ll be back!” Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Get more information on The Customer Focus ™ customer service training programs. Follow on Twitter: @Hyken

Customer Service 346

Customer Service Customer Experience 346

ShepHyken

JULY 29, 2020

So be bold with your marketing, your products and your innovations, but be boring when it comes to customer service and experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 637

Customer Service Feedback Customer Experience Marketing 637

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. If we don’t have a product or service that meets a customer’s needs, we will go out of business. And when you combine it with meeting the customer’s service needs and expectations, you go to another level.

Government 190

Government Customer Service B2B B2C 190

TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Enter visual assistance, a game-changer for both customers and providers.

Technical Support 124

Technical Support Metrics Technology Customer Service 124

ShepHyken

APRIL 6, 2022

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service 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 customer service?” The response was that 58% said, “Yes.”

Customer Service 313

Customer Service Surveys Marketing Customer Experience 313

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Through chatbots and empathy simulators are transforming customer service by taking over tasks traditionally done by humans, such as speech recognition, empathy, and decision-making. It’s one thing to expect better service.

Customer Service 190

Customer Service Call Center Chatbots Call center experience 190

Steve DiGioia

OCTOBER 3, 2021

But something happened that made me disappointed in the service. Should We Expect WOW Service? Question: Where do the responsibilities end for a service provider? Question: Where do the responsibilities end for a service provider? RELATED POST: 3 Things I Learned About Customer Service by Being a Plumber First.

Morale 288

Morale Customer Service 288

Toister Performance Solutions

APRIL 11, 2024

This training plan is for customer service managers and trainers. It helps you use the Customer Service Foundations course on LinkedIn Learning with your team. It also helps experienced customer service pros refresh their skills. Access to Customer Service Foundations for all participants. Who are our customers?

Customer Service 105

Customer Service Feedback Customer emotions Management 105

CSM Magazine

FEBRUARY 15, 2024

John Tschohl of the Service Quality Institute takes a look at the results of some of the leading customer-centric companies of 2023. I have never understood why more organizations do not copy Amazon’s obsession with customer service. Very few firms in the world provide Relentless customer service. They are Relentless.

Customer Service 105

Customer Service Customer centricity Sales Marketing 105

CSM Magazine

MARCH 26, 2024

For customer service professionals, rapport is the bridge that connects empathetic communication with successful resolutions, fostering positive experiences that can last a lifetime. Apple has built a strong reputation for providing exceptional customer service and support , which has led to a loyal customer base over the years.

Customer Service 116

Customer Service Personalization Marketing 116

TechSee

MARCH 21, 2024

However, the installation process for fiber optic services, particularly for residential customers, often presents significant challenges. For customers, the excitement of upgrading to a faster, more reliable internet service quickly diminishes when faced with complex setup procedures, unclear instructions, and other technical difficulties.

Self service 124

Self service APIs Upselling Contact Center 124

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. We will also consider how AI algorithms are used to process customer data patterns to predict their service requirements – dealing with issues before they even arise.

Customer Service 84

Customer Service Chatbots Analytics Big data 84

Amplifai Coaching Category

APRIL 16, 2024

Discover the Top Customer Service Leaders of 2024 and learn how they amplify CX for exceptional results.

Customer Service 119

Customer Service 119