Radical Transparency: A Key To A Better Customer Experience
LinkedIn
February 04, 2023
Most customer-focused businesses work very hard to streamline their encounters and interactions with potential clients, curating the experience to the smallest detail so every step of the process can be managed and controlled. It all starts with a customer journey map that optimizes the process. When the process is consistent and predictable, you start to build trust with your customers. And, there’s a way to take that trust to another level, and that’s with transparency.
See publication
Tags: Customer Experience, Customer Loyalty
Why Amazon Wants To Sell Vacuum Cleaners
LinkedIn
August 21, 2022
It was recently announced that Amazon.com would be acquiring iRobot, the maker of the Roomba vacuum cleaner. There are still some “hoops” to jump through, such as shareholder and regulatory approval, but the deal looks promising. So, why does Amazon want to get into the vacuum cleaner business?
See publication
Tags: Customer Experience, Customer Loyalty
Creating An Amazing Customer Experience On A Budget
LinkedIn
August 13, 2022
With the current recession, employment issues and supply chain problems, companies and brands are struggling to provide the same experience they have in the past. Regardless of the cause, companies don’t have the budgets they once had to devote to CX.
See publication
Tags: Customer Experience, Customer Loyalty
How To Get, Grow And Keep Your Best Employees
LinkedIn
August 06, 2022
In a recent article, Why Employees Stay, I shared seven reasons why employees would want to continue working for a company. No. 5 on the list was that the company offers career growth and promotes from within. Let’s unpack that one, as it seems to be a top reason some companies are able to attract and keep good employees.
See publication
Tags: Customer Experience, Customer Loyalty
7 Ways To Create A Content Experience
LinkedIn
July 30, 2022
Content marketing is a sound strategy. Using email, texting, and social media, companies, and brands are taking advantage of an effective way to connect with customers. Most companies use content to deliver value-added information that gets customers excited about what they sell. That makes sense, but it’s limiting. Think beyond marketing and sales. You don’t just want people to buy your products and services. You want them to experience your company. Beyond what you sell, you want customers to know who you are, what you stand for, and more. A good content strategy helps make that happen.
See publication
Tags: Customer Experience, Customer Loyalty
Customer Service The Marriott Way
LinkedIn
July 23, 2022
It was 1927, not quite a century ago, when J. Willard Marriott and his wife, Alice, opened an A&W root beer stand in Washington, D.C. Later that year, the Marriotts added some hot food items to their menu under the name Hot Shoppes. Over the next 30 years, the Marriotts honed their hospitality skills and expanded their restaurant business into food service for airlines. In 1957, they opened their first hotel in Arlington, Virginia. It was run by their son, Bill.
See publication
Tags: Customer Experience, Customer Loyalty
Three Lessons To Create A Better Customer Experience
LinkedIn
July 16, 2022
Customer behavior is changing. Expectations are higher. There’s tension between customers and the brands they do business with. The willingness to leave one brand to do business with another has never been higher.
See publication
Tags: Customer Experience, Customer Loyalty
The Top Five Reasons Customers Don’t Come Back
LinkedIn
July 02, 2022
Whatever you sell, be it a product or service, your customers expect that it will do what it’s supposed to do. If you sell a car, the car should work. If you sell a service, the outcome should meet expectations. That’s table stakes.
See publication
Tags: Customer Experience, Customer Loyalty
Selling To Gen-Z: This Is What They Want
LinkedIn
June 18, 2022
Gen-Z is not your typical generation. By the way, neither was the Millennial generation … or Gen-X, etc. Each new generation has interesting differences, desires, likes and dislikes. Each generation poses its own problems and opportunities, depending on how you view the challenge. A recent report created by Gongos (part of InSites Consulting) shared some interesting information relevant to companies that do business with Gen-Z.
See publication
Tags: Customer Experience, Customer Loyalty
How To Be A Customer-Obsessed Company
LinkedIn
June 11, 2022
“A customer-obsessed organization starts with knowing what the customer wants.” That’s the message from Jeffrey Mezger, chairman, CEO and president of KB Home, a homebuilding company founded in 1957. Mezger joined the company in 1993 and has the lofty goal of being the most customer-obsessed homebuilder on the planet. I had the opportunity to interview him for Amazing Business Radio, and he shared some of his business philosophy—and his obsession—about customer service and experience. While Mezger is in the home-building business, everything he shared in the interview applies to virtually every business. Here are a few of the highlights with some of my commentary:
See publication
Tags: Customer Experience, Customer Loyalty
Covid Policy Stats And Facts You (And Your Company) Need To Know
LinkedIn
June 04, 2022
The controversy over vaccinations continues. We are now into the third year of the Covid-19 pandemic, and while we are heading away from our darkest days, people are still getting sick. Hospitalizations and death, while at much lower rates, are still a big concern. That said, we are now dealing with the pandemic as a way of life, versus the crisis we experienced during the past two years. And a big question that continues to be an issue for companies involves vaccinated and unvaccinated employees.
See publication
Tags: Customer Experience, Customer Loyalty
Is Customer Loyalty Dead?
LinkedIn
May 28, 2022
For decades I’ve preached the importance of customer service and CX, with a goal of getting the customer to say, “I’ll be back.” And for years, top research firms such as Forrester and Gartner have confirmed that customer experience is one of the most important investments a company can make.
See publication
Tags: Customer Experience, Customer Loyalty
The Choreography Of Customer Service
LinkedIn
May 21, 2022
In 1999 Chris Lynam was obsessed with ballroom dancing. He was looking for a summer job and responded to an ad in a newspaper to be a dance instructor for Arthur Murray Dance Studios. That was more than 20 years ago, and that summer job led Lynam to become a successful franchise owner of seven Arthur Murray Dance Studios.
See publication
Tags: Customer Experience, Customer Loyalty
58% Of Customers Will Pay More For Better Customer Service
LinkedIn
April 30, 2022
The study found that 58% said, “Yes.” And just to confirm, later in the survey, we asked a similar question, “Would you pay more if you knew you would receive great customer service?” The answer wasn’t just close. It was exactly the same. Again, 58% said, “Yes.”
See publication
Tags: Customer Experience, Customer Loyalty
Is There Such A Thing As The Perfect Job?
LinkedIn
April 23, 2022
This is a famous line that has been credited to Mark Anthony and numerous others. Regardless of who said it, I believe in it. I’ve been a customer service expert since I started my career just out of college, and I love what I do. As I look back, I can pinpoint exactly when I knew that customer service was important to me. More on that in a moment.
See publication
Tags: Customer Experience, Customer Loyalty
The 2021 Achieveing Customer Amazement Study: The State of Customer Service and Customer Experience
Amazon
November 02, 2021
Your customers are smarter than ever. They know what a great customer experience is. They expect a higher level of customer service than ever. They no longer compare you to your competitors, but instead to the best experience they have received from anyone. It doesn't matter if you sell B2B or B2C, the experiences your customers have with iconic brands such as Amazon, Ritz-Carlton, Apple, etc. set the benchmark for which you are judged.
Shep Hyken, a leading expert in customer service and CX, has created the Achieving Customer Amazement (ACA) report to help you understand the importance and the power of delivering an amazing experience. The ACA is report on customer preferences, habits, and wants to help you create an amazing customer experience.
The stats and facts make the case for the importance of delivering an experience that gets customers to want to come back. It takes more than a great product. Unless you have something that is unique and can't be replicated, you have competition. The customer can choose to buy from you or your competitors. What differentiates you is the experience you provide.
So, dive into the report. You will find information and commentary that will confirm you're already delivering an amazing experience - or will motivate you to do so.
See publication
Tags: Customer Experience, Culture, Customer Loyalty
I'll Be Back
Sound Wisdom
September 20, 2021
How do you build a business that thrives during good times and bad? Is there a strategy that can set up your company for success, no matter what curveballs the world may throw your way? There is: Turn customers into repeat customers, and turn repeat customers into loyal customers.
Renowned customer service and experience expert Shep Hyken maintains that delivering an amazing customer service experience that keeps customers coming back for more is everyone’s job. Customer service is not a department. It’s not just for people on the front lines. It’s the responsibility of everyone in the organization, from the CEO or owner of a business to the most recently hired employee. It’s the result of a customer-focused philosophy that must be baked into the culture. And it is what separates you from your competition.
See publication
Tags: Customer Experience, Culture, Customer Loyalty
The Cult of the Customer: Create an Amazing Customer Experience that Turns Satisfied Customers into Customer Evangelists
Amazon
March 17, 2020
In today’s competitive business climate, you can’t just satisfy your customers. You have to be better than that, giving them experiences that they won’t forget. Author Shep Hyken has spent thirty years studying great companies and the evangelists they create.
See publication
Tags: Customer Experience, Culture, Customer Loyalty
The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty
Amazon
October 02, 2018
When you make it easier for customers to do business with you, they will reward you with their money, their loyalty, and their referrals.
See publication
Tags: Customer Experience, Culture, Customer Loyalty
Be Amazing or Go Home: Seven Customer Service Habits That Create Confidence with Everyone
Alan Press
September 22, 2017
Want to amaze your customers, impress the people you work with, and outshine your competition? Going from average to amazing isn't an out-of-reach goal. In fact, amazement is a habit that anyone can master--and Shep Hyken knows the tricks to making it your own.
In Be Amazing or Go Home, Shep shares the secrets behind making his motto "Always Be Amazing!" an everyday lifestyle and shows how you too can become exceptional in business and in life. Drawing on the routines of incredible people, Shep demonstrates simple practices that can elevate your game, including:
Showing up ready to amazing
Being proactive
Craving feedback
Taking responsibility
Embracing authenticity
Focusing on excellence
Turning misery into magic
Once you master these habits, you'll be able to create trust, build stronger relationships, make sales, advance your career, and more. Now is the time to step out of the ordinary and step into amazing.
See publication
Tags: Customer Experience, Culture, Customer Loyalty
Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet
Greenleaf Book Group Press
September 03, 2013
You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business--in any market and any economy.
Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace's over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community.
Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn't take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools--like ''Ask the extra question'' and ''Focus on the customer, not the money''--are simple, clear, useful for almost anybody, and supported with compelling research and stories.
Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.
See publication
Tags: Customer Experience, Culture, Customer Loyalty
The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience
Greenleaf Book Group; First Edition
April 05, 2011
Customer service isn't a department--it's a philosophy that includes every person and aspect of the best and brightest companies. In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. In this sequel to the bestseller The Cult of the Customer, Shep Hyken delivers seven powerful strategies that any organization can implement to create greater customer and employee loyalty:
Membership: What if you treated the people you serve like members instead of customers?
Serious FUN: What if your employees felt a sense of fulfillment and enjoyment that made them loyal to you and your customers?
Partnership: What if your customers thought of you as a partner rather than just another vendor?
Hiring: What if you could implement innovative hiring processes to support your customer-service mission?
The After-Experience: What if you could create a memorable, positive experience after someone did business with you?
Community: What if you could create a community of evangelists--loyal customers who brag about you to their friends and associates?
Walking the Walk: What if every person in your company didn't just deliver, but lived and breathed your vision for amazing customer service?
Hyken shares more than one hundred insightful examples from fifty role-model companies that prove these strategies can and should be implemented immediately--by any organization, large or small.
Corporate and industry clients from all over the world have tapped into the simple and direct strategies of Shep Hyken. Now you can use his advice to build a successful, customer-focused organization and start your own Amazement Revolution!
See publication
Tags: Customer Experience, Culture, Customer Loyalty
The Loyal Customer: A Lesson From a Cab Driver
Alan Press
May 10, 1999
In this short book/lesson you will learn the difference between a satisfied customer and a loyal customer. Frank is a cab driver who knew that satisfied customers might give him a nice tip, but loyal customers would call him every time they needed a cab. Read this book and learn the secrets to creating customer loyalty!
See publication
Tags: Customer Experience, Culture, Customer Loyalty
Moments of Magic
Alan Press
January 01, 1993
Shep Hyken's #1 seller! This is a clearly written, easy-to-read, easy to understand guide to customer service, and is for anyone in any job. Filled with information, techniques, and stories, it will teach you and everyone in your organization to deliver excellent service to your internal and outside customers.
See publication
Tags: Customer Experience, Culture, Customer Loyalty
Amazing Business Radio: Eng Tan
Import from wordpress feed
January 11, 2022
The “Now” CX Movement Changes Customer Experience Teams Need to Make to Meet the Demands of the “Now” Customer Shep Hyken interviews Eng Tan, author of Experience is Everything and CEO of Simplr, a company that is redefining the way brands deliver CX. They discuss what CX t
See publication
Tags: Customer Experience, Culture, Customer Loyalty
Amazing Business Radio: Genefa Murphy
Import from wordpress feed
January 04, 2022
Intelligent Virtual Assistant The Opportunities and Fears Surrounding Intelligent Virtual Assistant Shep Hyken interviews Genefa Murphy, the Chief Marketing Officer for Five9. They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center a
See publication
Tags: Customer Experience, Culture, Customer Loyalty
Amazing Business Radio: Rebecca Morgan
Import from wordpress feed
December 28, 2021
Calming Upset Customers How Leaders, Managers, and Staff Can Stay Effective During Unpleasant Conversations Shep Hyken interviews Rebecca Morgan, an international speaker, management consultant, and bestselling author. She wrote the bestseller, Calming Upset Customers that sold more than 250,000 cop
See publication
Tags: Customer Experience, Culture, Customer Loyalty
Amazing Business Radio: Dan Hill
Import from wordpress feed
December 21, 2021
Customer Service Avoidance How CX Avoidance Impacts Customers, Employees, and Brands Shep Hyken interviews Dan Hill, founder of Sensory Logic, Inc. and a pioneer of using facial coding in business to capture and quantify consumer responses. He is the author of nine books including his latest, Blah,
See publication
Tags: Customer Experience, Culture, Customer Loyalty
Amazing Business Radio: Baker Johnson
Import from wordpress feed
December 14, 2021
We Are All Customers What Customers Expect from CX Practitioners Shep Hyken interviews Baker Johnson, Chief Marketing Officer at UJET. They discuss how CX practitioners can put what they know about communication from their personal relationships into their customer relationships. Top Takeaway
See publication
Tags: Customer Experience, Culture, Customer Loyalty
Amazing Business Radio: Len Herstein
Import from wordpress feed
December 07, 2021
Vigilant Customer Service How to Avoid Complacency in Customer Interactions Shep Hyken interviews Len Herstein, CEO and President of ManageCamp Inc. and author of Be Vigilant!: Strategies to Stop Complacency, Improve Performance. They discuss how businesses can be vigilant against complacency by s
See publication
Tags: Customer Experience, Culture, Customer Loyalty
Amazing Business Radio: Fred Reichheld
Import from wordpress feed
November 30, 2021
Net Lives Enriched How NPS Enriches the Lives of Customers, Employees, and Leaders Shep Hyken interviews Fred Reichheld, creator of the Net Promoter® system of management, the founder of Bain & Company‘s Loyalty practice, and the author of five books including his latest, Winning
See publication
Tags: Customer Experience, Culture, Customer Loyalty
Amazing Business Radio: Kiel Harkness
Import from wordpress feed
November 23, 2021
What the Holidays Mean for SMB’s The Opportunities and Challenges Small and Medium-Sized Businesses (SMB’s)Will Face This Holiday Season Shep Hyken interviews Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. They discuss how SMB’s can compete with giant b
See publication
Tags: Customer Experience, Culture, Customer Loyalty
Amazing Business Radio: Karin Hurt and David Dye
Import from wordpress feed
November 16, 2021
Courageous Culture Bringing Great Customer Experience Ideas Forward Shep Hyken interviews Karin Hurt and David Dye, CEO and President of Let’s Grow Leaders. They are known for practical tools and leadership development programs that stick. Karin and David are the award-winning authors of f
See publication
Tags: Customer Experience, Culture, Customer Loyalty
Amazing Business Radio: Simon Mainwaring
Import from wordpress feed
November 09, 2021
Leading With We How Businesses Can Lean into Their Purpose Shep Hyken interviews Simon Mainwaring, Founder & CEO of We First, a strategic consultancy accelerating growth and impact for purpose-driven brands. He is the author of Lead with We: The Business Revolution That Will Save Our Future.
See publication
Tags: Customer Experience, Culture, Customer Loyalty
Is Mediocrity the New Customer Service?
Import from youtube.com
January 13, 2022
See publication
Tags: Customer Experience
Meeting the Demands of the “Now” Customer | Amazing Business Radio Podcast
Import from youtube.com
January 11, 2022
See publication
Tags: Customer Experience
How Do You Provide a Good Customer Service Experience During Challenging Times
Import from youtube.com
January 06, 2022
See publication
Tags: Customer Experience
How to Keep Good Employees
Import from youtube.com
January 06, 2022
See publication
Tags: Customer Experience
How to Use AI and Automation for Better Customer Experience | Amazing Business Radio Podcast
Import from youtube.com
January 05, 2022
See publication
Tags: Customer Experience
Why You Need Self Service Digital Options
Import from youtube.com
December 30, 2021
See publication
Tags: Customer Experience
Best Way to Ask for Customer Feedback
Import from youtube.com
December 23, 2021
See publication
Tags: Customer Experience
How to Handle Customer Service Calls
Import from youtube.com
December 16, 2021
See publication
Tags: Customer Experience
Breaking News: President Biden Signs Executive Order on Customer Experience
Import from youtube.com
December 13, 2021
See publication
Tags: Customer Experience
How to Take Care of Your Customers
Import from youtube.com
December 09, 2021
See publication
Tags: Customer Experience
How to Deal with Angry Customers
Import from youtube.com
December 02, 2021
See publication
Tags: Customer Experience
How to Thank Your Customers
Import from youtube.com
November 25, 2021
See publication
Tags: Customer Experience
The Secret To Customer Loyalty
Import from youtube.com
November 18, 2021
See publication
Tags: Customer Experience
Five BEST Things to Say to an Angry or Upset Customer
Import from youtube.com
November 11, 2021
See publication
Tags: Customer Experience
Be Amazing or Go Home - Season 2 Episode 10 - Asking the Right Questions In Tough Times
Import from youtube.com
November 04, 2021
See publication
Tags: Customer Experience
CAO (Chief Amazement Officer), Customer Service Speaker, Customer Serv. & Customer Experience Expert
