Shep Hyken Short Bio: Shep Hyken is a customer experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. www
The 'customer service experience' encompasses every interaction, or touchpoint, that a customer has with your company; deliver value, and the customers will embrace your new technology and better customer service experience.
Customer experience expert outlines how a customer journey map can lead to instant gratification and avoid 'instant misery' for customers.
Like most brilliant ideas, the premise is simple, but the results are excellent. It not only resolves the customer's complaint and restores confidence in the company but also makes the customer feel like part of the team.
Your customers want you to know this: "Value my time and you value me." It's part of delivering amazing service.
Customer service doesn't have to be terrible to drive shoppers away. Indifference and lukewarm attitudes are bad enough.
If you strive to "serve and protect" customers by selling them what they truly need, you will earn their trust and confidence. And over time, that translates into customer loyalty.
Are you so good that your customers are loyal to you even without the incentives of a loyalty program? Good enough that they would be willing to pay to belong to your loyalty program?
The second-generation owner of a chain of Ace Hardware stores, Tom Glenn, tells an inspiring story about his father, Elder Glenn.
Statistics show that the average adult in the United States spends 364 minutes on the phone every year waiting, and hoping, to talk to someone who can correct their bad experience.
You cannot stop your customers from talking about you on social media. Good or bad, they will tell the world of their experiences. Find a way to use it to your advantage.
Your store may not have created the problem, but it is still yours to solve.
The difference between good and great is often just a little bit of extra effort by the employees who serve the customer.
Perhaps it’s time to refocus. Stop worrying so much about the sale, and just take care of the customer.
Understanding what it means to deliver great customer service and being the type of person who can deliver it are two very different things. Anyone can read about strategies or participate in customer service training, but it still takes a...
Do you ever get the feeling that some business' customer service goal is the keep the customer from coming back? Sometimes, it is an employee's lousy attitude that makes you feel unwelcome and unwanted. Or perhaps it is some other type of poor service, but the end result is that the customer has no desire to return.
It was just another day of travel. I was flying to Las Vegas, the night before I was to present another customer service speech.
The term "loyalty" usually brings to mind a long period of time … in other words, a lifetime customer. However, when I teach the concept of loyalty, I like to change the focus a bit.
Customers have always had a voice, but today it is louder than ever. Great companies want to hear from their customers.
As you read this, you may think this article could fall under the heading of sales tactics. I respectfully disagree.
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