Shep Hyken

JULY 12, 2022

He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations. Top Takeaways: The fundamentals of customer service start with individual customer interactions. Shep Hyken is a customer service and experience expert,?

Hospitality 103

Hospitality Hospitality Sales Customer Service 103

PeopleMetrics

OCTOBER 25, 2017

When compared with customers who had negative experiences, those who had positive experiences were more likely to recommend, trust, try new products or services, purchase more, and forgive your company after a mistake. Measuring customer feedback is the first step to measuring up to your customers’ expectations.

CEM 122

CEM Customer Experience VOC Government 122

Shep Hyken

JULY 13, 2021

They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers. Top Takeaways: When businesses take the mundane transactions to the experiential, customers come to see what they will do next. Customer expectations have evolved over the last year and a half.

CX 81

CX Customer Expectations Customer Service Customer Experience 81

Shep Hyken

FEBRUARY 8, 2022

Shep Hyken is a customer service and experience expert,? New York Times ?bestselling DO customer surveys still work? How did COVID-19 change customer expectations? How can organizations enable real-time customer experience improvements? This episode of? Amazing Business Radio with?Shep?Hyken

Healthcare 82

Healthcare Start-ups Customer Survey CX 82

Shep Hyken

JULY 13, 2021

They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers. Top Takeaways: When businesses take the mundane transactions to the experiential, customers come to see what they will do next. Customer expectations have evolved over the last year and a half.

CX 74

CX Customer Expectations Customer Service Customer Experience 74

Shep Hyken

NOVEMBER 23, 2022

Just do what is expected. When you consistently do what the customer expects, they will say, “They are amazing!” Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. It’s about paying attention to details. And now I’ve made it even easier.

Customer Expectations 69

Customer Expectations Customer Service Customer Experience 69

Shep Hyken

SEPTEMBER 20, 2021

5 Strategies to Ensure You Offer 24-Hour Customer Service by Corey Noles. Innovation & Tech Today) Most customers expect a quick response to their questions, and offering 24-hour support is the best way to make that happen. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 16

Customer Service Manufacturing B2B AI 16

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. First, I had flown for a quick trip to New Jersey, landing at JFK in New York, which is anything but quick at seven hours flying time.

Net Promoter Score 146

Net Promoter Score Gaming Customer Service Customer Expectations 146

Shep Hyken

SEPTEMBER 20, 2022

How to Deliver an Amazing (Versus Unamazing) Customer Experience. How to Use Proactive Communication to Manage Increasing Customer Expectations. Shep Hyken interviews Laura Bassett, Vice President of Product Marketing at NICE , a complete platform for delivering an end-to-end customer experience. New York Times ?bestselling

Customer Expectations 61

Customer Expectations Customer Service Customer Experience CX 61

Shep Hyken

AUGUST 30, 2021

Retail expert, Shelley Kohan, shares her thoughts on why customer service is, in her opinion, on the decline. While I agree with much of what she shares, I wonder if service is really in a decline or if customer expectations are higher because they have learned (from rockstar companies) what a great service experience looks like.

Customer Service 15

Customer Service Retail B2B Start-ups 15

Execs In The Know

JUNE 7, 2023

Outsourcing customer experience (CX) functions has become increasingly popular as organizations strive to streamline operations and enhance customer satisfaction. In an era where customers hold the power, their experience with a brand can make or break its success.

CX 85

CX Compliance Artificial Intelligence AI 85

Shep Hyken

NOVEMBER 8, 2021

7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2) G2) Effective customer conversations help meet customer expectations while building trust and loyalty toward your brand and products. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

Uniphore

JANUARY 25, 2022

According to the New York Times , “Banks tried to kill crypto and failed. And if tech companies aren’t bridging into more traditional industries, they are enabling more conventional counterparts with the technologically advanced tools that our modern customers expect. And take the example of Tesla.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Shep Hyken

AUGUST 23, 2021

Reducing friction creates efficiencies, not only for the customer but also the business. Customers expect an easy and convenient experience with anyone they do business with. A great product delivered with a great customer experience that is also easy is a winning combination. And, it’s a competitive differentiator.

Customer Service 17

Customer Service Retail Omnichannel Customer Loyalty 17

Shep Hyken

NOVEMBER 22, 2021

Tidio) We decided to take a closer look at customer expectations about this hot period in the retail sector and how businesses can prepare. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Some of these might make you even laugh out loud!

Customer Service 81

Customer Service E-commerce Retail CX 81

Shep Hyken

FEBRUARY 1, 2022

They have the challenge of jumping across multiple knowledge bases to find the information that customers are waiting on. Support leaders are turning to chatbots and virtual assistants to help meet customer expectations. However, customers may phrase questions in a way that chatbots are not yet designed to answer.

AI 65

AI Customer Expectations Customer Service Customer Survey 65

Shep Hyken

JUNE 7, 2022

Shep Hyken is a customer service and experience expert,? New York Times ?bestselling How can you understand customer expectations? How do you create meaningful customer engagement? bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. This episode of?

Retail 57

Retail Innovation Customer Expectations Customer Satisfaction 57

Fonolo

NOVEMBER 23, 2017

Parature reported that 70% of customers expect a company website to include a self-service application. Shep Hyken is a customer service expert, business speaker and New York Times bestselling author, helping companies deliver amazing customer service and experiences! Troubleshoot Your Problem. Shep Hyken.

Social Media 86

Social Media Contact Center Gaming Customer Service 86

Shep Hyken

JULY 13, 2021

They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers. Top Takeaways: When businesses take the mundane transactions to the experiential, customers come to see what they will do next. Customer expectations have evolved over the last year and a half.

CX 61

CX Customer Expectations Customer Service Customer Experience 61

Shep Hyken

DECEMBER 14, 2021

We Are All Customers. What Customers Expect from CX Practitioners. They discuss how CX practitioners can put what they know about communication from their personal relationships into their customer relationships. Customers really only care about problems solved. What do customers expect from CX practitioners?

Contact Center 57

Contact Center Omnichannel CX Engineering 57

Shep Hyken

DECEMBER 20, 2022

If you are slower than your customers expect and anticipate, they will feel like you are stealing time from them. And if you are faster than your customers expect and anticipate, they feel like you have given them the gift of time. “The Right Now” is slightly faster than customers expect.

Customer Expectations 57

Customer Expectations Customer Service Customer Experience CX 57

Shep Hyken

AUGUST 30, 2022

Shep Hyken is a customer service and experience expert,? New York Times ?bestselling answers the following questions and more: How do sales and customer service work together? answers the following questions and more: How do sales and customer service work together? This episode of? Amazing Business Radio with?Shep?Hyken

Sales 61

Sales Customer Service Customer Expectations CX 61

Chip Bell

MAY 12, 2020

had managed to stay clear of the virus that seemed to originate from a Chinese wet market in Wuhan, China, with a population of 11 million (almost the size of New York City and Los Angeles combined). COVID 19 changed everything. But then, on January 19, 2020, the first case invaded our shores.

Manufacturing 64

Manufacturing Hospitality Hospitality Customer Expectations 64

Shep Hyken

OCTOBER 10, 2022

itelCX) For Customer Service Week, we sit down with New York Times bestselling author and renown customer service and customer experience (CX) expert, Shep Hyken, to discuss all things CX, including what has changed in customer service, and the shifting landscape of customer expectations.

Customer Service 11

Customer Service Touchpoint Customer-Centric Organization CX 11

Shep Hyken

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 57

Transportation Social Media Customer Expectations Customer Service 57

Shep Hyken

OCTOBER 17, 2022

For Incredible Results: Surprise and Delight Your Most Devoted Customers by Laura Bassett. CMS Wire) Who comes back for average customer experience? Every interaction with a customer is a loyalty test. Customers expect in-store service whether their journeys start in search, include a chatbot or end with an agent conversation.

Customer Service 12

Customer Service Customer Acquisition NPS Customer Expectations 12

Shep Hyken

DECEMBER 13, 2022

Shep Hyken is a customer service and experience expert,  New York Times  bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What is customer obsession (member obsession)?

Net Promoter Score 11

Net Promoter Score Customer Expectations Customer Experience Technology 11

Shep Hyken

MARCH 1, 2022

We encourage marketers to ask themselves – How do we equip our people to understand, align, and confidently deliver on these expectations? The base level of what customers expect from you continues to go up. What customers are looking for are the brands that can deliver that extra layer of value. New York Times ?bestselling

Gaming 57

Gaming Innovation Start-ups Customer Expectations 57

Shep Hyken

AUGUST 1, 2022

Jeannie Walters, customer experience expert, shares the how and why behind the changing B2B customer expectations that are starting to look more and more like the expectations of the B2C customer. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 65

Customer Service B2C B2B Sales 65

Shep Hyken

MAY 30, 2022

(The Drum) When we reflect on poor customer service, we often associate it with long wait times, inadequate staff and slow outcomes. But we fail to reflect on the marketing overpromises or products that have underdelivered in meeting customers’ expectations. As the article states, it starts with culture… who you hire.

Customer Service 12

Customer Service Customer Retention Manufacturing Business Growth 12

Shep Hyken

OCTOBER 11, 2021

Here are the four best ways to make sure your customer service is top-notch in 2021. My Comment: This article hits on some of the basics of a great customer experience. And, it’s not about being “over-the-top,” but simply doing what customers expect. If you like this idea, you’ll love the rest of the article.

Customer Service 69

Customer Service Hospitality Hospitality CX 69

Shep Hyken

SEPTEMBER 5, 2022

4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answered and their goals accomplished.

Net Promoter Score 61

Net Promoter Score Customer Service Hospitality Hospitality 61

Shep Hyken

JANUARY 17, 2022

My Comment: If you want to create a strong customer experience, you must understand your customers – enough to know what they want, even before they know themselves. This article touches on serval areas about your customer’s journey you want to explore to create an experience that meets and exceeds customers’ expectations.

Customer Service 61

Customer Service Customer Journey Map Retail Touchpoint 61

Shep Hyken

NOVEMBER 7, 2022

To navigate this new environment, many firms have turned to partners to help them better serve both their business and retail customers. My Comment: The pandemic (just two years ago) forced most companies to step up their customer service game. Customers expected a different level of service that was more than just good service.

Customer Service 14

Customer Service Outlook Customer Loyalty Contact Center 14

Shep Hyken

FEBRUARY 21, 2022

The Value Gap a New Blueprint for Customer Expectations by Quinine. Quinine) Brands continually need to work hard to understand the new priorities of consumers, as what they value changes, and what they need and want from their physical retail experiences shifts. Follow on Twitter: @Hyken.

Customer Service 65

Customer Service Customer Retention Customer Satisfaction Construction 65

Shep Hyken

SEPTEMBER 19, 2022

This article focuses on how employees drive the customer experience, so doesn’t it make sense to consider an employee branding program? 10 Customer Service Books You Must Read by BookPal. LinkedIn Pulse) How can your company exceed customer expectations and have superior customer service?

Customer Service 57

Customer Service Social Media Artificial Intelligence Customer Loyalty 57

Shep Hyken

OCTOBER 3, 2022

How to Recession-proof Customer Experience by ServiceNow. ServiceNow) In an uncertain economy, companies need to put customer experience even more squarely in their sights. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 13

Customer Service Retail CX Omnichannel 13