Shep Hyken

2 weeks ago | forbes.com | Shep Hyken

Working under positive leadership can make a big difference in how employees feel and perform. gettyThere are many forms of leadership. A customer-focused organization requires a leader who understands the importance of customer experience and, just as important, if not more so, the importance of employee experience. If you’ve ever stayed in a hotel where the experience was excellent, you’re probably experiencing the results of a leader/general manager who understands the importance of both.

3 weeks ago | bradenkelley.com | Shep Hyken

GUEST POST from Shep HykenWith all the talk of AI, ChatGPT and more, I’m often asked when interviewed, “What’s changed in customer service?”My answer is accurate: Nothing!For thousands of years – actually about 3,775 years – when customers have had a problem or question, they have contacted the company they are doing business with and hoped that it would be resolved to their satisfaction. That’s the way it’s been and will continue to be for thousands of years to come.

3 weeks ago | hospitalitynet.org | Shep Hyken

Why do customers go back to the companies they love doing business with? That’s what we asked more than 1,000 customers in our annual customer experience research, and here are some of the top reasons:Employees who are helpful and knowledgeableA friendly experience (thanks to employees)A convenient and easy experienceA personalized experienceEmployees who show empathyCustomers can decide to return based on any one or a combination of these experiences, or anything else they deem to be positive.

3 weeks ago | hyken.com | Shep Hyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:What practical benefits come from creating an uplifting workplace culture? How does a hospitality mindset improve customer service across different industries? What impact does leadership have on employee morale and customer experience? How does positive leadership help reduce staff turnover in customer-facing roles? In what ways does an employee’s mood affect customer interactions?

3 weeks ago | customerthink.com | Shep Hyken

I’ve been reviewing my customer experience research, specifically the section on the future of customer service and AI (Artificial Intelligence). A few findings prove that customers are frustrated and lack confidence in how companies are using AI:• In general, 57% of customers are frustrated by AI-fueled self-service options. • 49% of customers say technologies like AI and ChatGPT scare them. • 51% of customers have received wrong or incorrect information from an AI self-service bot.