Shep Hyken
Contributor at Forbes
Host at Amazing Business Radio
Customer Service and Experience Expert | Keynote Speaker | NYT Bestselling Author | Shep helps companies deliver AMAZING customer service experiences!
Articles
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2 days ago |
hospitalitynet.org | Shep Hyken
Recently, I had an experience with a company and thought, “I hate this … Why do they make me do this?” This question wasn’t because of curiosity. No, I was thinking that this is something other customers must hate as well, but they make them do it anyway. So, I started a personal brainstorming session to list various processes, requirements, policies, rules, and more that cause customers to question why they continue to do business with these companies.
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3 days ago |
hyken.com | Shep Hyken
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:What are the benefits of combining technology with personal interaction in customer service? What role does listening play in improving the customer experience? How important is it for businesses to include digital and human touchpoints in customer interactions? How does a seamless digital experience impact customer satisfaction and loyalty? Why is emotional connection important in business?
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4 days ago |
hyken.com | Shep Hyken
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. (Forrester) While deeper understanding is the first step, retention should be the desired result.
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5 days ago |
advisorpedia.com | Shep Hyken
“So you don’t have to …” These five words are powerful, and whether or not customers realize it, they love them. Think about what makes certain companies stand out from their competitors. Is it their product? Is it price? These matter, but as I’ve been preaching for decades, the differentiator is the customer experience. And specifically, the experience I want to focus on in this article is convenience.
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5 days ago |
forbes.com | Shep Hyken
According to Qualtrics, there is an estimated $860 billion worth of revenue and cost savings available for companies that figure out how to create an improved CX using AI to better understand and serve their customers. (That includes $420 billion for B2B and $440 billion for B2C.) Qualtrics recently released these figures in a report/eBook titled Unlock the Potential through AI-Enabled CX.
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What is the difference between generative AI, analytical AI, and agentic AI? In my latest convo with @IsabelleZdatny of @XM_Institute, we explore how AI transforms CX and creates billion-dollar opportunities! Listen now. https://t.co/8CipTLfPOc #CX #AI #CustomerLoyalty https://t.co/kU7tYb3Vj6
The personalities customer service professionals were hired for, along with proper training on how to handle complaints and irate customers, allow them to turn an angry customer into an advocate.
Be the one business that treats customers like no one else does. And it starts with something as simple as being kind, the core of the hospitality mentality. https://t.co/2PHDpnSVL2 #customerservice #CX #hospitalitymentality