Shep Hyken

JUNE 29, 2021

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more: What is customer obsession?

B2B 129

B2B Customer Service Customer Expectations 129

Beyond Philosophy

NOVEMBER 2, 2016

Yet, according to the New York Times , this is the way things are headed in the hospitality industry. hotels are expected to add on $2.55 Tisch Center for Hospitality and Tourism at New York University. I expected to pay the advertised rate, and now I’m being charged more than that.

Hospitality 167

Hospitality Hospitality Social Media Customer Expectations 167

Shep Hyken

DECEMBER 20, 2022

If you are slower than your customers expect and anticipate, they will feel like you are stealing time from them. And if you are faster than your customers expect and anticipate, they feel like you have given them the gift of time. “The Right Now” is slightly faster than customers expect.

Customer Expectations 57

Customer Expectations Customer Experience Customer Service CX 57

Shep Hyken

JUNE 7, 2022

Shep Hyken is a customer service and experience expert,? New York Times ?bestselling How can you understand customer expectations? How do you create meaningful customer engagement? bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. This episode of?

Retail 57

Retail Innovation Customer Expectations Customer Satisfaction 57

Shep Hyken

FEBRUARY 8, 2022

Shep Hyken is a customer service and experience expert,? New York Times ?bestselling DO customer surveys still work? How did COVID-19 change customer expectations? How can organizations enable real-time customer experience improvements? This episode of? Amazing Business Radio with?Shep?Hyken

Healthcare 82

Healthcare Start-ups Customer Survey AI 82

Shep Hyken

JANUARY 24, 2023

Faster Service Without Sacrificing Satisfaction Delivering Personalized Support with Technology Shep Hyken interviews Paulo Almeida, CEO & Co-Founder of Clientscape , a company that helps support agents seamlessly manage customer interactions across multiple channels.

Transportation 57

Transportation Social Media Customer Expectations Customer Service 57

Shep Hyken

SEPTEMBER 1, 2021

So, the next time your customer seems a bit more demanding than you think is normal, recognize that there is a new standard being set by one of the most iconic brands in the history of business. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

B2B 129

B2B Healthcare Retail Gaming 129

Shep Hyken

JULY 13, 2021

They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers. Top Takeaways: When businesses take the mundane transactions to the experiential, customers come to see what they will do next. Customer expectations have evolved over the last year and a half.

CX 81

CX Customer Expectations Customer Service Customer Experience 81

Shep Hyken

OCTOBER 25, 2021

This article emphasizes that customers may not be so quick to want to use an automated or digital system. Our customer service research indicates that 59% of customers prefer to go to the phone or email over digital channels. Read this article and learn more about what customers expect. Follow on Twitter: @Hyken.

Customer Service 131

Customer Service Customer Loyalty B2C B2B 131

Shep Hyken

DECEMBER 14, 2021

We Are All Customers. What Customers Expect from CX Practitioners. They discuss how CX practitioners can put what they know about communication from their personal relationships into their customer relationships. Customers really only care about problems solved. What do customers expect from CX practitioners?

Contact Center 57

Contact Center Omnichannel Engineering CX 57

Shep Hyken

AUGUST 30, 2022

Shep Hyken is a customer service and experience expert,? New York Times ?bestselling answers the following questions and more: How do sales and customer service work together? answers the following questions and more: How do sales and customer service work together? This episode of? Amazing Business Radio with?Shep?Hyken

Sales 61

Sales Customer Service Customer Expectations CX 61

Execs In The Know

JUNE 7, 2023

Outsourcing customer experience (CX) functions has become increasingly popular as organizations strive to streamline operations and enhance customer satisfaction. In an era where customers hold the power, their experience with a brand can make or break its success.

CX 85

CX Compliance Artificial Intelligence AI 85

Shep Hyken

JULY 13, 2021

They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers. Top Takeaways: When businesses take the mundane transactions to the experiential, customers come to see what they will do next. Customer expectations have evolved over the last year and a half.

CX 74

CX Customer Expectations Customer Service Customer Experience 74

Shep Hyken

FEBRUARY 1, 2022

They have the challenge of jumping across multiple knowledge bases to find the information that customers are waiting on. Support leaders are turning to chatbots and virtual assistants to help meet customer expectations. However, customers may phrase questions in a way that chatbots are not yet designed to answer.

AI 65

AI Customer Expectations Customer Service Customer Survey 65

Shep Hyken

JULY 13, 2021

They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers. Top Takeaways: When businesses take the mundane transactions to the experiential, customers come to see what they will do next. Customer expectations have evolved over the last year and a half.

CX 61

CX Customer Expectations Customer Service Customer Experience 61

Shep Hyken

MARCH 1, 2022

We encourage marketers to ask themselves – How do we equip our people to understand, align, and confidently deliver on these expectations? The base level of what customers expect from you continues to go up. What customers are looking for are the brands that can deliver that extra layer of value. New York Times ?bestselling

Gaming 57

Gaming Innovation Start-ups Customer Expectations 57

Shep Hyken

AUGUST 1, 2022

Jeannie Walters, customer experience expert, shares the how and why behind the changing B2B customer expectations that are starting to look more and more like the expectations of the B2C customer. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 65

Customer Service B2C B2B Sales 65

Shep Hyken

SEPTEMBER 5, 2022

4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answered and their goals accomplished.

Net Promoter Score 61

Net Promoter Score Customer Service Hospitality Hospitality 61

Shep Hyken

NOVEMBER 8, 2021

7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2) G2) Effective customer conversations help meet customer expectations while building trust and loyalty toward your brand and products. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

Shep Hyken

NOVEMBER 22, 2021

Tidio) We decided to take a closer look at customer expectations about this hot period in the retail sector and how businesses can prepare. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Some of these might make you even laugh out loud!

Customer Service 81

Customer Service E-commerce Retail CX 81

Shep Hyken

SEPTEMBER 19, 2022

This article focuses on how employees drive the customer experience, so doesn’t it make sense to consider an employee branding program? 10 Customer Service Books You Must Read by BookPal. LinkedIn Pulse) How can your company exceed customer expectations and have superior customer service?

Customer Service 57

Customer Service Social Media Artificial Intelligence Customer Loyalty 57

Zendesk

MARCH 2, 2023

This year, thousands of retail professionals descended on the Javits Center in New York City for the National Retail Federation’s Big Show. And brands that tap into that can clear a lot–and have two-way conversations with their customers. Check out the frequently asked questions below. What are retail trends?

Retail 52

Retail Net Promoter Score Customer Loyalty Business Administration 52

Shep Hyken

JANUARY 17, 2022

My Comment: If you want to create a strong customer experience, you must understand your customers – enough to know what they want, even before they know themselves. This article touches on serval areas about your customer’s journey you want to explore to create an experience that meets and exceeds customers’ expectations.

Customer Service 61

Customer Service Customer Journey Map Retail Touchpoint 61

Chip Bell

MAY 12, 2020

had managed to stay clear of the virus that seemed to originate from a Chinese wet market in Wuhan, China, with a population of 11 million (almost the size of New York City and Los Angeles combined). COVID 19 changed everything. But then, on January 19, 2020, the first case invaded our shores.

Manufacturing 64

Manufacturing Hospitality Hospitality Customer Expectations 64

Shep Hyken

APRIL 25, 2022

Now, as customers start to engage with brands more holistically again, interacting both in-person and virtually, organizations across all sectors need to ensure they are able to meet customer expectations at every touch-point to retain their customers. Follow on Twitter: @Hyken.

Customer Service 57

Customer Service Retail Customer Loyalty Start-ups 57

Uniphore

JANUARY 25, 2022

According to the New York Times , “Banks tried to kill crypto and failed. And if tech companies aren’t bridging into more traditional industries, they are enabling more conventional counterparts with the technologically advanced tools that our modern customers expect. And take the example of Tesla.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Shep Hyken

FEBRUARY 21, 2022

The Value Gap a New Blueprint for Customer Expectations by Quinine. Quinine) Brands continually need to work hard to understand the new priorities of consumers, as what they value changes, and what they need and want from their physical retail experiences shifts. Follow on Twitter: @Hyken.

Customer Service 65

Customer Service Customer Retention Customer Satisfaction Construction 65

Comm100

MAY 25, 2022

These changes have occurred across industries and have accelerated the adoption of new technologies. Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes.

Contact Center 52

Contact Center Customer Service Social Media Omnichannel 52

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. First, I had flown for a quick trip to New Jersey, landing at JFK in New York, which is anything but quick at seven hours flying time.

Net Promoter Score 146

Net Promoter Score Gaming Customer Expectations Customer Service 146

InteractionMetrics

APRIL 16, 2024

Whatever you promote about your company sets up what customers expect. For instance, if your website bellows that customer care is one of your core priorities, then naturally, customers will expect above-average customer service. Explore: Values: What do your marketing materials advertise?

Customer Experience 52

Customer Experience Mystery Shopping Net Promoter Score AI 52

Shep Hyken

OCTOBER 11, 2021

Here are the four best ways to make sure your customer service is top-notch in 2021. My Comment: This article hits on some of the basics of a great customer experience. And, it’s not about being “over-the-top,” but simply doing what customers expect. If you like this idea, you’ll love the rest of the article.

Customer Service 69

Customer Service Hospitality Hospitality CX 69

Lumoa

MARCH 21, 2023

Even individual employees will benefit by learning how to manage customer expectations and recover from service failures.” – Jeff Toister The Four CX Pillars To Grow Your Business Now Author: Adrian L.

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Chip Bell

MARCH 5, 2019

His art hangs in many renowned museums around the world, including the Metropolitan Museum of Art in New York City. He would later study art on a fellowship at the famed Chicago Institute of Art. His younger brother was the Georgia Writers Hall of Fame author, Raymond Andrews.

Sports 45

Sports Manufacturing Education Customer Expectations 45

PeopleMetrics

OCTOBER 25, 2017

When compared with customers who had negative experiences, those who had positive experiences were more likely to recommend, trust, try new products or services, purchase more, and forgive your company after a mistake. Measuring customer feedback is the first step to measuring up to your customers’ expectations.

CEM 122

CEM Customer Experience VOC Scorecard 122

1 to 1

OCTOBER 9, 2014

Keeping up with customer expectations and the speed of change are timeless challenges that retailers face but the answers or solutions to these challenges are more varied than ever, said Pat Bakey, general manager of global retail at SAP, at the company''s Retail Forum in New York City this week. 1to1Media.com/weblog.

Retail 38

Retail Innovation Customer Expectations Customer Experience 38

Fonolo

NOVEMBER 23, 2017

Parature reported that 70% of customers expect a company website to include a self-service application. Shep Hyken is a customer service expert, business speaker and New York Times bestselling author, helping companies deliver amazing customer service and experiences! Troubleshoot Your Problem. Shep Hyken.

Social Media 86

Social Media Contact Center Gaming Customer Service 86

PeopleMetrics

MAY 22, 2015

But the Line Crew was aware of the logistics of fulfilling requests in a way that the Customer Service team wasn’t: they knew what resources were available or out of service on any given day. Their advance input on requests would help manage customer expectations and avoid taking requests they couldn't accommodate.

Customer Experience 105

Customer Experience CX Customer Service Start-ups 105