Never forget to show appreciation. Say thank you – over & over. Customers need to be told how much you appreciate their business – all of the time!
Pinned Tweet
3
9
24
Follow
Shep Hyken
@Hyken
Customer Service and Experience Expert | Keynote Speaker | NYT Bestselling Author | Shep helps companies deliver AMAZING customer service experiences!
Shep Hyken’s Tweets
“Building trust is among the most powerful ways brands can earn loyalty, drive differentiation and create competitive advantage.” Ashley Reichheld zcu.io/yRnm via #loyalty
1
2
Do your customers trust you? Are you sure? According to ’s 2022 Consumer Intelligence Series Survey on Trust, 87% of executives think customers highly trust their companies, but only about 30% of customers do. That’s a 57% gap! zcu.io/eGxw #Trust
2
3
A little FOMU is good. It means you care. If you are a conscientious person, you don’t want to make a mistake or create unnecessary friction. You want to do things right – without messing up.
youtu.be/-clXzUeU0bk #customerservice #customerexperience #CX
1
3
Delivering great service once isn't difficult. Doing it all the time is. And it's the consistency of great service that builds customer confidence in you & your organization, which in turn will eventually create loyalty.
2
7
19
Check out Josh Wheeler of on this week's Amazing Business Radio!
We discuss findings from the 2023 State of Experience & Service Report and what businesses should prioritize in CX and EX to remain competitive.
hyken.com/amazing-busine #customerexperience #EX
1
Use “mess-ups” as coaching opportunities. When they happen, if appropriately managed, it can give the employee more confidence than if the mess-up hadn’t happened at all.
youtu.be/-clXzUeU0bk #customerservice #customerexperience #CX
1
3
Sometimes upgrading a customer to a first-class experience has nothing to do with money. It has to do with attention and respect. It is what you would do anyway.
hyken.com/customer-servi #customerservice #customerexperience #CX
1
1
4
What is Radical Transparency?
When the process is consistent and predictable, you start to build trust with your customers. And, there’s a way to take that trust to another level, and that’s with transparency.
forbes.com/sites/shephyke #customerservice #customerexperience #CX
2
People can say one thing and mean something else. Or sometimes they don't have to say anything at all. It is obvious. Just listen.
1
5
This is my tip for all contact centers.
Whether you are a large company or a team of a few people answering the phones, this is for you!
0:36
125 views
1
1
While it may not be possible to eliminate FOMU (Fear of Messing Up) altogether, a culture that empowers employees to make good decisions is what you want.
youtu.be/-clXzUeU0bk #customerservice #customerexperience #CX
1
1
Creating confidence comes from your customers experiencing consistent levels of great service – every time they have any contact with you.
2
7
21
Check out The Amazement Revolution!
I share seven powerful strategies that any organization can implement to create greater customer and employee loyalty.
Learn more about the book here: store.hyken.com/products/the-a #customerservice #customerexperience #CX
1
1
Catch this week's Amazing Business Radio with Josh Wheeler of .
We talk about what customer experience looks like in 2023.
Tune in! hyken.com/amazing-busine #customerservice #customerexperience #CX
FOMU happens when an employee is so afraid of what the boss might think or that they might get fired or yelled at. That often means the customer won’t get the experience they could or should have.
youtu.be/-clXzUeU0bk #customerservice #customerexperience #CX
1
2
7
What does it take to provide a first-class experience?
It has nothing to do with money. It has to do with attention and respect. It is what you would do anyway.
It's what gets customers to say, "I'll be back!" hyken.com/customer-servi #customerservice #customerexperience #CX
4
4
7
What is Ultra Fast Lane delivery?
And, how does it affect customer expectations?
Find out here: forbes.com/sites/shephyke via #customerservice #customerexperience #CX
1
Yes! Employees too.... they need to hear how thankful you are for the work they do.
Quote Tweet
Never forget to show appreciation. Say thank you – over & over. Customers need to be told how much you appreciate their business – all of the time!
2
2
8
Replying to
Absolutely... It's the attitude of the people that sell the product/service that actually keeps the customers.
1
3
Communication is a cornerstone to delivering outstanding customer service. The key is to listen, react and adapt.
1
7
14
A little FOMU is good. It means you care. If you are a conscientious person, you don’t want to make a mistake or create unnecessary friction. You want to do things right – without messing up.
youtu.be/-clXzUeU0bk #customerservice #customerexperience #CX
If a customer reaches out to you and you intend to respond, why wait and risk frustrating the customer?
You're going to return the call or write the email anyway, so why not make an effort to do it in a timely manner?
hyken.com/customer-servi #customerservice #CX
1
1
4
You won't keep a customer if you don't support what you sell with great service.
7
8
30
If you do what you love, you’ll never work a day in your life.
Is there really such a thing as the perfect job?
forbes.com/sites/shephyke #customerservice #customerexperience #CX
1
While the customers are experiencing the benefits of this company’s efforts, they don’t really care how it happens.
They just want it to happen again and again – every time they do business with this company.
youtu.be/NOya3WGbcWA #customerservice #customerexperience
1
Being purposeful about little things that are expected and cost nothing – or next to nothing – can go a long way in getting a customer to think of your business as a first-class organization.
hyken.com/customer-servi #customerservice #customerexperience #CX
1
1
Tune in to this week's #AmazingBusinessRadio with Josh Wheeler of .
We discuss why investment in CX is even more important this year.
hyken.com/amazing-busine #customerservice #customerexperience #CX
0:16
28 views
1
What area of CX should you invest in this year?
Let's hear it from the experts!
comm100.com/blog/5-custome #customerservice #customerexperience #CX
1
1
When it comes to customer service, you can teach and preach, but it all comes down to the attitude of the employee. So, hire right. Put the right person in the right job.
2
7
Sometimes upgrading a customer to a first-class experience has nothing to do with money. It has to do with attention and respect. It is what you would do anyway.
hyken.com/customer-servi #customerservice #customerexperience #CX
2
Provide great service. That's expected. Do it consistently & you'll create confidence. Consistently great service builds confidence & will eventually lead to loyalty. And in the end, we don't want satisfied customers. We want loyal customers!
1
7
8
“The happier, more engaged, empowered, and motivated your employees are, the better experiences your customers will have.”
Tune in to this week's Amazing Business Radio with Josh Wheeler, .
hyken.com/amazing-busine #customerservice #customerexperience #CX
4
Each week, I read many customer service and customer experience articles from various resources.
Here are my top five picks from last week. hyken.com/customer-exper #customerservice #customerexperience #CX
3
2
Amazing service is more than saying "Yes," and taking care of the customer. Great service needs personality.
1
4
14
On this week's Amazing Business Radio, we have Josh Wheeler of .
He shares findings from the 2023 State of Experience & Service Report and what businesses should prioritize in CX and EX to remain competitive.
hyken.com/amazing-busine #customerexperience #EX
0:40
82 views
1
2
Customer service doesn’t cost. It pays.
The biggest mistake companies make in customer service training is that they only train the front line.
forbes.com/sites/shephyke via #customerservice #customerexperience #CX
1
3
6
Service needs enthusiasm, passion, and personality. Without it, the experience is blasé. Where and with who do customers want to do business? In an atmosphere that is boring and dull? Or where there is contagious enthusiasm?
1
8