Shep Hyken’s Best Customer Service and Experience
Articles, Videos & Podcasts from 2018
Top Cartoon for 2018
Top 5 Articles to Share With Your Team:
Five Customer Service Must-Do’s For 2018
A business must keep up with the times. If they don’t, they will be disrupted and find themselves either playing catch up or worse, shutting down altogether.
“That’s Not My Department” and 10 Other Phrases Customers Hate
Since customer service has become a center of attention for most companies “That’s not my department” is being heard less and less. That said, there are still plenty of other phrases and words we, as customers, hate to hear.
Treat Your Current Customers Better than Your New Customers
A company wants to acquire new customers and is willing to cut its rates to do so. But, how do you think a customer feels when we see the deal, then calls the company to ask for the same deal, and is told that it’s just for new customers?
For a Successful CX You Must Have a Successful EX
A successful customer experience strategy is a result of the company’s culture. In other words, what’s happening on the inside of the company is going to felt on the outside of the company by the customer.
Three C’s of Customer Service Success
If there is something that is a non-negotiable to creating customer loyalty, it is a consistent and predictable experience – one that customers can count on every time they do business with you.
Share These 3 Videos at Your Next Meetings:
Top 10 Phrases to Avoid in Customer Service
Since customer service has become a center of attention for most companies (even though some still don’t get it right), “That’s not my department” is being heard less and less. That said, there are still plenty of other phrases and words we, as customers, hate to hear. Here’s ten more. (Note: This video is based on an article above, “That’s Not My Department” and 10 Other Phrases Customers Hate.)
Solve the Complaint, Don’t Make an Excuse
The last thing your customer wants is an excuse. Keep in mind that when a customer says anything negative about your product or service, don’t just listen – take action!
How to Stay Competitive
A business must keep up with the times. If they don’t, they will be disrupted and find themselves either playing catch up or worse, shutting down altogether. Embrace the changing expectations of your customer.
Listen to Shep’s Top 3 Podcast Episodes:
When Virtual Reality Becomes Your Customer’s Reality Featuring Guest Jeff Day
Jeff shares ways on how you can utilize virtual reality technology to enhance the customer’s experience.
The Smallest Things Can Make the Biggest Difference to Your Customers Featuring Guest Chris Smoje
Chris shares the DIME Customer Service approach, the four stages of service, and the five values of a service-focused team. He shares how the smallest actions can make the greatest impact on your customers.
The “Magic” Behind the Words You Use Featuring Guest Tim David
What if you knew the “Magic Words” to use with your customers? They discuss the impact that words have on human connection and customer service.
Don’t Miss Out on Shep’s Top 3 Forbes Articles:
Four Habits Of Highly Ineffective Companies
Create a game-changing experience for your customers, and in the process, make your competition irrelevant.
Give A Valuable Gift: The Top 10 Business Books For 2018
Each year I read about 40 books. I peruse dozens of others. I’ll admit I have a bias toward books that focus on customer service and CX, but you’ll still find a few more general business books in this roundup.
Google Introduces Lifelike AI Experience With Google Duplex
Imagine having an intelligent conversation with a computer. Imagine that the computer doesn’t need to repeat things back to you or ask you to confirm what you just said or asked. That it responds in a voice that doesn’t sound like a robot.
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. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com. Follow on Twitter: @Hyken
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