ShepHyken

AUGUST 29, 2023

I had no idea that years later, I would write about this example in one of my books, Amaze Every Customer Every Time. And guess what happens when they practice helpful behavior versus typical sales behavior? They make the sale. Another example of this “helpful” level of service happened at B&H Photo.

Customer Service Training 124

Customer Service Training Sales Examples Customers 124

ShepHyken

FEBRUARY 20, 2024

I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to.

Metrics 153

Metrics Customer Service Measurement Customer Service Training 153

ShepHyken

MAY 16, 2023

The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. This can include follow-up from the salesperson, dealing with customer service for a problem, or any interaction you have with the company or brand after the sale is made.

Customer Service 121

Customer Service Advertising Customer Service Training Sales 121

ShepHyken

DECEMBER 6, 2023

I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. The best people in customer service, sales, or any frontline customer-facing job avoid escalating a confrontation to the level of a dispute.

Customer Service Training 149

Customer Service Training Customers Interaction Customer Service 149

ShepHyken

JANUARY 16, 2024

They should learn firsthand what it’s like to be a customer. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 143

Customer Service Customer Centricity Customer Service Training Survey 143

ShepHyken

OCTOBER 1, 2023

And then there’s the second sentence: “According to a Harvard Business Review article, employee experience is the key driver of customer experience …” Then, don’t miss the fifth tip on how technology can waste a massive amount of your employees’ time. My Comment: What I’m about to write may lead you to believe I don’t like this article.

Customer Service 65

Customer Service Contact Center Average Handle Time Customer Service Strategies 65

ShepHyken

OCTOBER 10, 2023

The title of this article may sound like a lesson in sales, but it’s much bigger than that. It’s about the entire customer experience. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant. Connect with Shep on LinkedIn.

Culture 150

Culture Customer Service Training Employee Experience Course 150

ShepHyken

JULY 22, 2020

After all, I represent not just that one sale, but potential future sales. I might also share my experiences with others, which could turn into more sales for them. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. It’s actually the other way around.

Poor Customer Service 163

Poor Customer Service Customer Service Training Software Sales 163

ShepHyken

NOVEMBER 2, 2022

Here are five ways to make your customers feel special: . Building a relationship that fosters confidence, trust and connection is a less obvious sales technique. The customer experience shouldn’t just be a non-stop sales pitch. . Make your customers smarter. And don’t do it with a sales pitch.

Customer Service Training 129

Customer Service Training Customer Retention Customers Sales 129

ShepHyken

DECEMBER 21, 2020

How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. According to Channels, after just one negative experience, 51% of customers will never do business with that company again. by GISuser.

Customer Service 156

Customer Service Airlines Tips Customer Service Strategies 156

ShepHyken

APRIL 25, 2023

One day he asked a Frito-Lay salesperson if he could spend a day and learn about the sales process. Montanez became an executive and worked his way up to VP of multicultural sales for PepsiCo America, the holding company for Frito-Lay. The C orporate Fairytale The CEO smiled at Montañez and said, “Put the mop away.

Insurance 104

Insurance Customer Service Training Meeting Leadership 104

ShepHyken

AUGUST 22, 2023

For example, if you’ve ever talked to a customer service agent who uses your name repeatedly to the point that it seems disingenuous, the effort to personalize fails. Another example came in the form of an email I recently received from a sales rep. This isn’t a traditional sales pitch. Connect with Shep on LinkedIn.

Customer Service Training 62

Customer Service Training Customer Service Connections Sales 62

ShepHyken

AUGUST 19, 2019

My Comment: Someone once told me that if you chase profit over the customer, you may not get profit or the customer. But, if you chase the customer, you’ll most likely end up with both. The idea is that putting the customer before the sale is a good strategy. This article reminds of this strategy.

Customer Service 118

Customer Service Leadership Ecommerce Culture 118

ShepHyken

JANUARY 5, 2022

Finding ways to do so outside of the normal process, where you endear yourself to your customers, is a great opportunity. This was the perfect time to engage with the customer. The message from BarkBox wasn’t about making a sale. It was about showing care. And finally, the most interesting lesson: It was personalized, kind of.

Customer Experience 174

Customer Experience How To Touchpoint Communication 174

ShepHyken

FEBRUARY 16, 2022

Don’t think this is a sales technique. Creating an educational experience is a powerful customer experience strategy. Just make your customers smarter. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. It’s simple.

Customer Experience 132

Customer Experience Customer Service Training Customers Loyalty 132

ShepHyken

FEBRUARY 23, 2022

One salesperson calls a customer back within an hour, while another salesperson calls back in two days. Who do you think creates more trust and confidence and has a better chance of making the sale? Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Competitive Advantage 129

Competitive Advantage Customer Focused Customer Service Training Video 129

ShepHyken

DECEMBER 29, 2021

There was a longer than usual line, and some of the customers were becoming frustrated. Apparently, the internet was down so they couldn’t ring up sales. The customers were frustrated. If you can’t trust your customers, you can’t expect them to trust you. . The post How Much Do You Trust Your Customers?

B2B 139

B2B Customer Service Training Customers Retail 139

ShepHyken

JUNE 6, 2023

It might lead to business or sales, but if not, that’s okay too! Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. I like the idea of free and encourage you to embrace it – give it a try. Connect with Shep on LinkedIn.

Video 87

Video Advertising Customer Service Training Consumers 87

ShepHyken

DECEMBER 28, 2022

Customers want to work with people who “know their stuff.” . Make the customer feel like a person. Customers are not a sale, an account number, a prospect, etc. Don’t make customers wait on hold. Making customers wait for unreasonable amounts of time is a sign of disrespect. . They are people. .

Fashion 132

Fashion Guidelines Policies Customer Service Training 132

ShepHyken

MARCH 28, 2023

The point is most customers don’t care as much about the details of the journey as they care about the destination. Here’s another example, which has nothing to do with a journey but does have to do with an overload of details that can hurt a sale or erode the customer experience. Follow on Twitter: @Hyken

Transportation 65

Transportation Sports Customer Service Training Customers 65

ShepHyken

DECEMBER 7, 2022

You need help from your customers. Look at your customer satisfaction ratings. Examine your sales numbers. If you’re losing ground in any of these areas, your customers may have the answers you need to reverse the trend. Our customers, not our competition, are the reason customer service is important to you. .

Customer Service 78

Customer Service Course Customer Satisfaction Customer Service Training 78

ShepHyken

SEPTEMBER 22, 2021

Once hired, they must understand their roles and how they impact the amazing customer experience you want to provide. . Principle Seven: Make sure there is a good coach – When I look at the best teams in business, whether they are customer service teams, sales teams, finance teams, etc., Follow on Twitter: @Hyken.

Culture 109

Culture Customer Centricity Sports Customer Service Training 109

ShepHyken

OCTOBER 13, 2021

Save that for a sales call. This is just a touchpoint with your customer that is all about them. Of course, the customer may ask you something related to business, but that’s on them, not you. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Loyalty 106

Loyalty Social Media Tips Communication 106

ShepHyken

JUNE 6, 2022

They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales. My Comment: John DiJulius is one of the smartest customer service/CX experts on the planet. I love his articles.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

JUNE 17, 2020

A formal schedule of customer contact is your ultimate renewal strategy. It shows you’re with them every step of the way—after the sale—and until the next time they buy. When do you start working on getting the customer to come back next time—or renew their subscription? This is of the utmost importance.

Customer Service Training 155

Customer Service Training Strategy Software Customer Service 155

ShepHyken

SEPTEMBER 23, 2020

The latter doesn’t come from stopping when there is a possibility that there might be more you could do to enhance the customer experience. In the sales world, there are many reports about how many no’s you get from a customer before they say yes. This “follow the shot in” analogy can be used in many other areas of business.

Effort Score 132

Effort Score Exercises Travel Customer Service Training 132

ShepHyken

JANUARY 18, 2023

Providing customer service agents with information about what the customers buy, how often, when they last called for help, and more can allow the agent to individualize the conversation to that specific customer. . This also applies to sales. Follow on Twitter: @Hyken.

Advertising 65

Advertising Customer Service Training Customer Service Trends 65

ShepHyken

MAY 22, 2019

I’ve seen customers scream at servers in restaurants, flight attendants on airplanes, and customer service reps – for things that they and their companies had no control over. Perhaps the customer had a flat tire on the way to an important meeting. Maybe they lost an important sale. It doesn’t matter.

Customer Focused 133

Customer Focused Customer Service Training Customers Customer Service 133

ShepHyken

DECEMBER 11, 2019

For more information, go to the official website for National Customer Service Week. Share content that is all about the customer and not about the company. In other words, it isn’t a sales or marketing piece. There you have it—your first ten tips to make 2020 your best year of customer service and experience yet.

Customer Service 118

Customer Service Customer Experience Fashion Video 118

ShepHyken

APRIL 4, 2018

The good news is that you no longer have to keep up with your competition; the bad news is that now you have to keep up with your customer – meaning your customer’s expectation of the service that makes you competitive. Will any of these decisions cause your customers to leave you to do business with them?

Advertising 99

Advertising Customer Service Training Customer Expectations Industry 99

ShepHyken

MAY 17, 2021

My Comment: There is a difference between customer service and customer success. Customer service is about interactions between the company and the customer. Customer success is what happens after the sale that ensures your customer has a good experience – a successful experience – with what you sell.

Customer Service 80

Customer Service Customer Retention Tips Brands 80

Integrity Solutions

OCTOBER 27, 2021

Doing it right the first time tells your customers that you value their time and that the people in your organization have the power to solve problems in the moment. What to Look for In Customer Service Training Programs. A customer service culture has to be built on more than just words.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

MAY 16, 2022

How to Calculate: Customer Lifetime Value Formula (CLV) by ClientSuccess. ClientSucces) When a new customer joins your book of business, there are some things that are known right out of the gate. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 65

Customer Service Net Promoter Score Airlines Customer Journeys 65

ShepHyken

JANUARY 24, 2018

The meeting is orchestrated between the concierge (yes, Encore has a concierge in each of the venues they support), the sales manager, and the director of events. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com.

Hotels 100

Hotels Conference Meeting Fashion 100

ShepHyken

SEPTEMBER 19, 2016

The Customer Service Strategies Behind Zappos’s Success by Sharpen. Sharpen) The power behind the Zappos brand and majority of their success is attributed to the power of fantastic customer service, which is often overlooked as a sales strategy. For information contact or www.hyken.com.

Customer Service 0

Customer Service Chatbots Culture Tips 0

ShepHyken

FEBRUARY 14, 2018

And, the same goes for your customers’ phone calls. You would probably contact your customers more often. A salesperson could check in with their customers to see how they are doing or to notify them of a promotion, sale, or special event. A customer service rep could follow-up to make sure everything was working.

Exceptional Customer Service 92

Exceptional Customer Service Study Customer Service Training Customer Service 92

Comm100

NOVEMBER 3, 2017

Someone who is going to work with social media customer service is going to need different training than legal, legal is going to need different training than corporate, etc. Recommended for you : You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why. Service First.

Social Media 115

Social Media Course Training Marketing 115