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Shaun Belding

Shaun Belding
Shaun Belding is CEO of The Belding Group of Companies, and is recognized as one of the leading global experts on customer service, leadership and workplace culture. He speaks extensively, and is author of 6 books, including the Amazon best-seller, The Journey to WOW - the path to outstanding customer experience and loyalty.

A Great Way To Deal With A Know-It-All Customer

I wish I could take the credit for all of the strategies I share in our training and in my books. But the truth...

4 Ways Companies Sabotage Customer Loyalty

Short-Term Strategies With Long-Term Consequences After a recent keynote session on customer experience, I led a breakout group with 30 business leaders in a spirited...

Customer Service Words That Make A Difference

Daniel Webster once wrote, “If all my possessions were taken from me with one exception, I would choose to keep the power of communication,...

ChatGPT Gets Customer Service Training – And Throws Business Leaders Under The Bus

Yup, ChatGPT is the real deal. A few months ago, I decided to dive into this whole AI revolution, and get myself up to speed...

Customer Service Training Mistake #4

There is no excuse for poor content in a customer service courseI often think that, if chemistry was taught as haphazardly as customer service often…

5 Reasons Your Customer Service Training is Failing – Part 3

There is no excuse for poor content in a customer service courseI often think that, if chemistry was taught as haphazardly as customer service often…

Customer service training needs to be on your short-term bucket list

Back in the olden days — say, five years ago — customer experience was recognized as the great competitive differentiator. The experience organizations provided for…

5 Principles for Leading Teams

One of my favorite chapters to write in The Journey to WOW was the one on the role of leadership. The analogy between leading a…

Outstanding Customer Service Starts With A Blink

I was checking into a hotel recently when I had one of those “aha” customer service experiences. The woman behind the check-in counter had her…

Only 25% of Companies Have Success With Customer Experience. Pity.

The argument for improving our customers’ experience is irrefutable, and the positive data on the ROI keeps pouring in. A recent study by CustomerThink, however,…

100+ Examples of How Customer Service Pays Off

I just came back from a month in Fuengirola, Spain, a fishing village-turned-tourist-destination in Costa del Sol. Fuengirola features seven kilometers of beautiful golden beaches…

Customer Journey Part 3: Seasonal Service Disorder

This is the third installment of a month-long customer journey, where I will be reviewing the myriad of interactions that contribute to a customer’s overall…

Customer Service in Planes, Trains & Automobiles

This is the second installment of a month-long customer journey, where I will be reviewing the myriad of interactions that contribute to a customer’s overall…

Customer Journey Part 1: Air Canada Inconsistency & A Creepy Robot

This is the first installment of a month-long customer journey, where I will be reviewing the myriad of interactions that contribute to a customer’s overall…

The Top 10 BAD Customer Service Stories of 2018!

Here are the top 10 BAD Customer Service stories from 2018! In December, we released our Ten Best Customer Service Experiences of 2018. Today we…

The Top 10 WOW Customer Service Stories of 2018

Here are the top 10 WOW Customer Service stories from 2018 Every year we keep our eyes open for the top 10 customer service stories…

Excerpt #1 from The Journey to WOW: The Customer Experience Attitude

Excerpt #1 from The Journey to WOW, a customer experience book by Shaun Belding Author’s Note: When writing The Journey to WOW, I tried to…

One Rare Customer Service Skill That Will Set You Apart

We all know how much of a difference that finely-honed customer service skill makes. They help to create relationships and, as we discussed in the…

The Top Six Worst Customer Service Stories Of 2017

Recently, we took a look at the top ten outstanding customer service experiences of 2017. This post takes a look at the top six worst…

Top 10 WOW Customer Service Stories From 2017

Here are the top 10 WOW Customer Service stories from 2017. With 2017 drawing to a close, we’ve gone through our notes to find what...

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