customer service excellence
Shep Hyken | December 13, 2019
By Shep Hyken With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. To this end, I recently published an article in Forbes about ways to create an amazing customer experience in 2020, and I thought it would be enjoyed by our Shepard Letter subscribers as well. It was quite long, so I decided to split it into two parts. If you want to read all twenty right away, you can do so here. Here are the first ten of twenty ideas as to how you can up your customer service game in 2020. Stay in touch. Too often companies focus all t...
Shep Hyken | July 11, 2019
By Shep Hyken I first came across this idea in the book Moments of Truth by Jan Carlzon, which I consider one of the most important books written on customer service. By the way, Carlzon’s definition of a Moment of Truth in business is, “Any time a customer comes into contact with any aspect of your business, however remote, they have an opportunity to form an impression.” That’s every contact and interaction with the company. Carlzon used the example of a coffee-stained tray table. How does that affect the customer’s opinion of the rest of the plane? What if the landing gear is as poorly maintained as the tray tables? Okay, m...
Roberta Nedry | February 6, 2016
Get the C-Suite Ready for Customer Experiences by Roberta Nedry Customer experience management is increasingly critical as a top investment area and skill essential for C-suite executives (some firms even have a CXO). What does that mean exactly and what do leaders need to do to ensure they are ready? How will they proactively acquire these skills and mindset when there is no single or even clear roadmap as to exactly what to do or how to do it? On top of that, the new science of customer emotions is inspiring even more considerations and most CEO's don't like to 'get emotional' about their business strategies! Some are ...
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