Shep Hyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? The point is simple and well made: Chasing customers with low prices and discounts, is as the article points out, “… ultimately a race to the bottom in terms of cost.”.

Customer Service 108

Customer Service Legal Customer Loyalty CX 108

Shep Hyken

AUGUST 11, 2021

And to emphasize, while customer loyalty is the “holy grail,” there is nothing wrong with going for repeat business. The point is that you must understand why the customer comes back. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Loyalty 145

Customer Loyalty Retail Customer Service 145

Inside Customer Service

SEPTEMBER 23, 2021

You don't need to be convinced that customer loyalty is important. How do you get customers to keep coming back? That's the question I posed to New York Times bestselling author, Shep Hyken. He's written a new book on customer loyalty called I'll Be Back. The real challenge is achieving it.

Customer Loyalty 144

Customer Loyalty Start-ups Customer Service Customer Experience 144

Shep Hyken

MARCH 16, 2022

Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX). So, with that, I bring you Shep’s Law of Customer Service , which is: . The post Back to Class: Shep’s Law of Customer Service appeared first on Shep Hyken.

Customer Service 104

Customer Service CX Customer Experience Customer Loyalty 104

Shep Hyken

NOVEMBER 10, 2021

Customers don’t mind waiting if they are informed, know what the next step is, and things continue to move in the right direction. Customer loyalty requires creating confidence, not perfection. By the way, here’s a reminder of my loyalty formula: . Great Customer Service + Confidence = Potential Customer Loyalty .

Customer Loyalty 132

Customer Loyalty Customer Service 132

Shep Hyken

OCTOBER 4, 2021

Each week I read many customer service and customer experience articles from various resources. 7 Techniques That Are Key to Customer Retention Today by John Hall. Magazine) It’s a business axiom that holding on to existing customers is more lucrative than acquiring new ones.

Customer Service 88

Customer Service Customer Retention Customer Loyalty CX 88

Shep Hyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. My Comment: Customer service starts on the inside, starting with employees. My concept of The Employee Golden Rule is about treating employees the same way you treat customers, if not even better.

Customer Service 17

Customer Service E-commerce Real Estate Social Media 17

Retently

SEPTEMBER 17, 2018

By understanding why and how Apple achieves high customer loyalty, you can create a process that improves customer satisfaction in your own company. Apple neutralizes this anxiety through its customer service, letting clients know that for any product they buy, they’ll receive the support they need to its fullest.

NPS 96

NPS Net Promoter Score Customer Loyalty Innovation 96

Shep Hyken

AUGUST 2, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Experience Strategies to Annoy or Delight Your Customers by Phil Britt. CMSWire) Let’s be frank: no company goes out of its way to produce miserable customer experiences. by Syrow Editorial Team.

Customer Service 86

Customer Service Hospitality Hospitality Customer Loyalty 86

Shep Hyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. Sixty-four percent of U.S.

Customer Service 92

Customer Service Contact Center Customer Retention AI 92

Shep Hyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right.

Customer Service 72

Customer Service Customer Loyalty Manufacturing Sales 72

Aquire

JANUARY 6, 2022

Using video chat technology for customer service is becoming a popular practice. Rather than relying purely on live chat or chatbots, adding video chat will ensure you offer more personal experiences to online customers. So, here’s everything you need to know about video chat technology in customer service.

Customer Service 98

Customer Service Social Media Technology Technology 98

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Net Promoter Score 167

Net Promoter Score CEM Gambling Social Media 167

Kerry Bodine

JUNE 20, 2015

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM 97

CEM CX Contact Center Customer Loyalty 97

Steven Van Belleghem

JANUARY 17, 2023

Shep Hyken’s Customer Service Blog. Shep Hyken is a customer service and experience expert, the Chief Amazement Officer of Shepard Presentations, Forbes contributor and a New York Times and Wall Street Journal bestselling author.

Customer Experience 142

Customer Experience CX Innovation B2B 142

Comm100

SEPTEMBER 22, 2016

Sometimes we learn important customer service skills through training, or through years of hard-earned experience. But we still want you to be able to take advantage of the books that can transform your current customer support operations. Customer Service Culture. ” – Charles W.

Customer Service 89

Customer Service Customer Loyalty E-commerce Customer Satisfaction 89

Shep Hyken

AUGUST 23, 2021

Each week I read many customer service and customer experience articles from various resources. Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. The idea behind any loyalty or marketing program is to drive repeat business. It’s about customer service training.

Customer Service 17

Customer Service Retail Omnichannel Customer Loyalty 17

Shep Hyken

FEBRUARY 16, 2022

And when you can add that you make the customer smarter – and therefore more confident about their buying decisions – you are hitting the trifecta that can increase the odds of repeat business and possible customer loyalty. . Most customers, whether they are conscious of it or not, want to make informed decisions.

Education 119

Education Customer Loyalty Customer Service Sales 119

Shep Hyken

AUGUST 23, 2022

He shares how emotions and customer relationships affect buying decisions. Top Takeaways: Customer loyalty is based on the customer’s emotional connection with the company. When you look at typical journey maps, they follow the Customer Infinity Loop. Shep Hyken is a customer service and experience expert,?

Customer Loyalty 108

Customer Loyalty Customer Relationship Customer Experience Customer Service 108

Shep Hyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? The key to building customer loyalty, they claimed, was to simply make it effortless for people to do business with you.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

Shep Hyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. VentureBeat) Excellent customer service is vital to the long-term success of any business. Respond to customers faster.

Customer Service 74

Customer Service Social Media VOC Retail 74

Shep Hyken

DECEMBER 15, 2021

This translates to the customer experiencing a lower level of service, and in some cases, quality. Our colleague at Shepard Presentations refers to it as customer service on a diet. . I’m seeing that customer loyalty is up for grabs. Let them down, and they move on. You never know.

B2C 112

B2C B2B Start-ups Customer Loyalty 112

Shep Hyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. HelpSquad) The important task for businesses is to retain their customers as much as possible. And we asked some experts to share their best tips on how to gain customer loyalty. Well, that’s a good question.

Customer Service 81

Customer Service Retail B2C Start-ups 81

Shep Hyken

JANUARY 16, 2023

Each week, I read many customer service and customer experience articles from various resources. 10 Ways to Boost Customer Satisfaction by G. Harvard Business Publishing) Customer satisfaction is at its lowest point in the past two decades. 9 Effective Ways To Be Proactive About Customer Service by Forbes.

Customer Service 14

Customer Service Customer Satisfaction Customer Loyalty Omnichannel 14

Shep Hyken

FEBRUARY 7, 2022

Each week I read many customer service and customer experience articles from various resources. 9 Ways to Build Customer Loyalty by Ken Peterson. CMSWire) This got me thinking about all the companies I’ve worked with and used over the years and what they actually did to earn my loyalty. One thing was clear.

Net Promoter Score 13

Net Promoter Score Customer Service Contact Center NPS 13

Shep Hyken

SEPTEMBER 8, 2021

So, why would a customer terminate his or her relationship with you? . These reasons are derived from our customer service and experience research , which revealed what was most important to the customer. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Social Media 141

Social Media Customer Service Sales Customer Loyalty 141

Shep Hyken

AUGUST 30, 2021

Each week I read many customer service and customer experience articles from various resources. 10 Companies That Are Moving The Needle in Customer Experience by Comparably. A well-balanced customer experience strategy can impact every area of the business, enabling better sales/marketing/operational outcomes.

Customer Service 15

Customer Service Retail B2B Start-ups 15

Beyond Philosophy

MAY 18, 2016

But as the New York Times reports , at least one analyst placed the blame squarely on Macy’s failure to deliver a compelling customer experience. “In many locations shops are simply not up to par; they are poorly merchandised, hard to shop, lack any inspiration, and have fairly mediocre customer service.”

Retail 113

Retail Customer Loyalty Sales Customer Experience Management 113

Shep Hyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. Here are my top five picks from last week.

Customer Service 69

Customer Service Social Media Retail Customer Loyalty 69

Shep Hyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales.

Customer Service 61

Customer Service Customer Loyalty Hospitality Hospitality 61

Shep Hyken

NOVEMBER 7, 2022

Each week, I read many customer service and customer experience articles from various resources. If You Don’t Love Your Customers, Someone Else Will by Melissa Henley. Whether you call it compassion, or kindness or respect, love for customers is key to setting your organization apart.

Customer Service 14

Customer Service Outlook Customer Loyalty Contact Center 14

Shep Hyken

DECEMBER 29, 2021

If you can’t trust your customers, you can’t expect them to trust you. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Invoicing 126

Invoicing B2B Retail Customer Service 126

Shep Hyken

AUGUST 24, 2022

They have great customer service. . They provide a great overall customer experience. . They fuel the customer’s experience. Our 2022 customer service research (sponsored by Amazon Web Services) found that 83% of customers trusted a company or brand more if it provided an excellent customer service experience.

Customer Service 119

Customer Service Customer Experience Customer Loyalty 119

Shep Hyken

FEBRUARY 28, 2022

Each week I read many customer service and customer experience articles from various resources. Fidelum Partners) As the COVID-19 pandemic subsides, we need to change the way we think about and build companies, brands and customer relationships. Here are six tips that can drive more loyalty.

Customer Service 65

Customer Service CX Customer Loyalty Retail 65

Shep Hyken

MAY 9, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Conundrum: Fix Bad Experiences or Make Good Ones Better? I like how this article makes us consider what will make the most positive impact on our customers. Here are my top five picks from last week.

Customer Service 61

Customer Service E-commerce Customer Loyalty Engineering 61

Shep Hyken

SEPTEMBER 19, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Brands Are Boosting Customer Loyalty by Scott Clark. CMSWire) Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors. The list goes on.

Customer Service 57

Customer Service Social Media Artificial Intelligence Customer Loyalty 57

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. Roy Atkinson. RoyAtkinson. Chelsea Krost. ChelseaKrost. Shep Hyken.

Customer Service 0

Customer Service Start-ups Sports Social Media 0