Can You Be More Convenient For Your Customers?
August 17, 2018
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There is a very simple question to use in a survey as a follow-up to the simple survey question, like
Shep Hyken
C-Suite Leader Since:
2016
Customer Experience Expert, Award Winning Keynote Speaker & NY Times Bestselling Author
Bio
Shep Hyken is a customer service and 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. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution and Amaze Every Customer Every Time. He is also the creator of The Customer Focus™, a customer service training program which helps clients develop a customer service culture and loyalty mindset. (Now available as an online/web-based training program.)
Are You Falling Victim to the Customer Service Gap?
June 13, 2018
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A number of years ago, I read an interesting report from Bain and Company that found 80% of companies say they deliver superior customer service, yet only 8% of customers agree. That is a surprising, almost staggering, statistic. Is there that big of a disconnect? Is the gap really this big?
You No Longer Have to Keep Up with Your Competition
May 23, 2018
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I’ve got good news and bad news for you. The good news is that you no longer have to keep
Four Ways to Provide Exceptional Customer Service
May 10, 2018
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What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. Really? That’s it? That’s all they want? We already give great customer service. This will be a piece of cake! (Or, will it?)
Customer Service Goal: We Don’t Want You to Come Back
April 26, 2018
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Do you ever get the feeling that some business’ customer service goal is the keep the customer from coming back?
Respect your Customers’ Time: Resolve Customer Service Complaints Quickly
April 13, 2018
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Did you ever stop to think about how much time people spend on the phone making calls to complain about
How to Create a Customer-Centric Culture
March 26, 2018
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Want to create a customer-centric culture? That’s a lot of words that begin with C. However, we’re going to focus on D’s in this article. No, not the kind that you get in school – that’s not a very good grade! And when I went to school, “D” was slang terminology for a demerit, which meant a Saturday morning spent at school in study hall – not a fun Saturday for a kid. But our D’s today are of a different variety. They will lead you and your company on the path to building a customer-centric culture and offering great customer service.
Engaged Employees Make Happy Customers
March 13, 2018
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Are your employees engaged? Shep Hyken sits down with Julie Ann Sullivan, author of Blueprint for Employee Engagement: 37 Essential
Seven Ways to Build Online Customer Trust
March 1, 2018
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How do you build a relationship of trust with your customers? It’s easiest when you can connect with them in
Five Customer Service Tactics to Increase Sales
February 16, 2018
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You might be looking at that headline wondering if this article should fall into the category of sales tactics, but