7 hours agoBridging the Gap between Company Culture and Customer ServiceAMAZING BUSINESS RADIO: MICHEL FALCON Investing in Customer Service Shep Hyken interviews Michel Falcon, keynote speaker, owner of Brasa Peruvian Kitchen, and author of People-First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People. He talks about getting leaders to invest in customer service. Top Takeaways: Why don’t all companies deliver a…Corporate Culture3 min read
1 day agoThe Day I Became a Customer Service Expert and Two Important Lessons“Find a job you love, and you’ll never work a day in your life.” This line has been credited to Confucius, Mark Twain, Mark Anthony and others. Anyone who finds what they love to do at work, either through a passion, hobby, interest, a random job they end up loving…Customer Service Expert3 min read
5 days agoAnswer the Question the Right WaySometimes a customer asks a question, and then either doesn’t understand or like the answer. And sometimes, it’s more than just a misunderstanding or a breakdown in communication. Maybe it’s because the employee doesn’t want to take the time to answer the question correctly. …Customer Engagement3 min read
May 17Creating a Company Culture –The Disney WayAMAZING BUSINESS RADIO: DAN COCKERELL Reinforcing Behaviors that Shape Your Organization’s Culture Shep Hyken interviews Dan Cockerell, Walt Disney Company VP for 26 years and owner of Cockerell Consulting Group with his wife, Valerie. He is the author of How’s the Culture in Your Kingdom?: Lessons from a Disney Leadership Journey. …Company Culture3 min read
May 12Is Customer Service More Important Than Price?“Is customer service more important than price?” That’s exactly what we asked more than 1,000 consumers in our customer service research. The response was that 58% said, “Yes.” And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you…Customer Service3 min read
May 11Would You Rather Clean a Toilet Than Call Customer Support?That’s exactly what we asked more than 1,000 consumers for our 2022 annual customer service research report. The answer: 42% of customers would rather clean a toilet! Is calling customer support so bad that cleaning a toilet is more desirable? It is if you’ve experienced wasting your time on hold…Customer Experience3 min read
May 10The Ultimate TikTok Guide for BusinessAMAZING BUSINESS RADIO: DENNIS YU How to Use TikTok for Marketing and Customer Service Shep Hyken interviews Dennis Yu, CEO BlitzMetrics and author of The Definitive Guide to TikTok Advertising: How to Access 1 Billion People in 10 Minutes! They discuss how businesses can use TikTok to promote their brand and enhance customer experience. Top Takeaways: …Tiktok App2 min read
May 6BEST Customer Service StrategyWe just released our annual customer service research where we surveyed more than 1,000 consumers and asked what customer service experiences are most likely to cause you to come back. The top answers belong together: helpful and friendly. That seems pretty simple. All a typical customer wants is for someone…Customer Service Strategy2 min read
May 5Everyone Deserves a ComplimentI was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” I was wearing a baseball cap with the St. Louis Blues Stanley…Customer Experience3 min read
May 3Customer Service and Issue CentricityAMAZING BUSINESS RADIO: DEVIN POOLE Empowering Customer Support Agents with Data Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa, the groundbreaking conversational customer service platform. They discuss connecting with customers using intelligence, empathy, and the right information. Top Takeaways: Issue Centricity is a focus on a customer’s specific situation. It is making…Customer Centricity3 min read