ShepHyken

SEPTEMBER 26, 2023

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. What do you think if I yell at them? First, “The squeaky wheel gets the oil,” which means if you make enough noise, you might get some action. Be direct about the problem, but don’t lose your temper.

Customer Service 137

Customer Service Social Media Customer Service Training Training 137

CX Accelerator

OCTOBER 28, 2020

Track 1 - “Fix you” by Coldplay Not great with song lyrics, I settled on Fix You by Coldplay. I promise you I will learn from all my mistakes. And I will try to fix you. We don’t necessarily try to fix the customer but we definitely try to fix the problem for the long term. I know you got mountains to climb.

Culture 281

Culture Customer Centricity Video Groups 281

ChurnZero

MAY 25, 2023

Customer renewals are the lifeblood of a subscription business. Responsibility for renewals often falls to the Customer Success (CS) team. For example, survey research shows about half (50.2%) of all CS teams surveyed are directly responsible for customer renewals. It doesn’t end there either. The second is more advanced.

Customer Success 97

Customer Success Metrics Software Customers 97

One Millimeter Mindset

MAY 31, 2023

When you have your own back, you first and foremost have a clear concept of your own goals and opportunities. Then, as others present options to you, you are better able to assess and evaluate what works for you and what doesn’t. Otherwise, you are easily influenced by other people’s agendas. Think about it.

Consulting 84

Consulting Innovation Groups Leadership 84

Beyond Philosophy

NOVEMBER 8, 2019

You turn on the news, and the newscaster says, “There’s a lack of confidence in the stock market,” which we know means that the market is about to drop. However, confidence is a feeling. Losing Confidence. After the national football team loses, stock prices go down. If you don’t, you spend less.

Study 118

Study Consulting Examples Customer Experience 118

Interactions

APRIL 19, 2023

There is no question that customer trust drives brand loyalty, engagement, exclusivity, and building lasting customer relationships. But how do we gain and nurture customer trust, and what are the consequences of losing it? Edelman ) 71% of customers will bail on you if they lose trust. (

Loyalty 62

Loyalty Fashion Healthcare Contact Center 62

ChurnZero

NOVEMBER 18, 2021

Customer education is why I live in a jungle. Hence, how I came to live in a lush garden oasis – or overgrown jungle, depending on who you ask. So, how does this relate to customer education? While I’m sure there’s some analogy to be had here about planting the seeds of knowledge and so forth, I’ll spare you this time.

Self Service 98

Self Service Software Knowledge Base Resources 98

ShepHyken

DECEMBER 27, 2022

The Power of Listening to Your Customers . Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. Listen to your employees, too, not just your customers.

Healthcare 125

Healthcare Customer Centricity Customer Voice Employee Engagement 125

GetFeedback

APRIL 16, 2019

Providing a solid customer experience (CX) can be incredibly hard for many companies. In an increasingly competitive global market, the experience that you provide to your customers is often the only thing that sets you apart from your competitors. We learn from our mistakes. We learn from our mistakes.

Customer Experience 262

Customer Experience Return on Investment Poor Customer Service Metrics 262

CX Accelerator

OCTOBER 28, 2020

Track 1 - “Fix you” by Coldplay Not great with song lyrics, I settled on Fix You by Coldplay. I promise you I will learn from all my mistakes. And I will try to fix you. We don’t necessarily try to fix the customer but we definitely try to fix the problem for the long term. I know you got mountains to climb.

Culture 182

Culture Customer Centricity Video Groups 182

Integrity Solutions

JANUARY 28, 2021

It’s important to understand what it’s really going to cost you when you lose a sales rep — and what steps you can take to minimize your turnover rates. What’s more, truly effective salespeople spend time building up a deep understanding of and trusted relationships with their customers.

Sales 119

Sales Comparison Training Culture 119

ShepHyken

JUNE 9, 2021

Everybody has angry customers. Some customers are angry because they have a complaint. Whatever the reason, you must know how to handle angry customers. In our customer service training workshops , we provide a number of tactics to manage these difficult customer situations. They aren’t mad at you.

Customer Service Training 150

Customer Service Training Customers Training Customer Service 150

CX Accelerator

MARCH 9, 2020

Author: Erica Marois Have you ever found yourself in a situation where you didn’t feel like you belonged? Or perhaps you’ve just started a new job, and you’re second-guessing that you can do the work. Perhaps you’ve felt this way in a work setting. Who can relate? I found myself battling pretty severe anxiety.

Contact Center 182

Contact Center Social Media Travel Advertising 182

CX Accelerator

MARCH 9, 2020

Author: Erica Marois Have you ever found yourself in a situation where you didn’t feel like you belonged? Or perhaps you’ve just started a new job, and you’re second-guessing that you can do the work. Perhaps you’ve felt this way in a work setting. Who can relate? I found myself battling pretty severe anxiety.

Contact Center 182

Contact Center Social Media Travel Advertising 182

Beyond Philosophy

JUNE 22, 2023

Our recent guest on the podcast, author Vanessa Patrick , Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, has a new book, “The Power of Saying No: The New Science of How to Say No that Puts You in Charge of Your Life.”

Policies 143

Policies Exercises Examples Financial 143

Integrity Solutions

OCTOBER 23, 2023

You might have some natural talent in talking and gaining rapport with customers or hunting down leads, but until you understand and build confidence and competence in those often more elusive areas, you’ll be limited in how far you can go. You need a lot of support.

Sales 114

Sales Connections Feedback Banking 114

BirdEye

DECEMBER 8, 2023

In this blog post, we’ll uncover the essentials of corporate reputation management and teach you how it impacts your online presence. In this blog post, we’ll uncover the essentials of corporate reputation management and teach you how it impacts your online presence. Table of contents What is corporate reputation?

Strategy 116

Strategy Management Social Media Brands 116

Steve DiGioia

JANUARY 6, 2020

But, as a service provider, we never truly know the applicant’s skill set until they’re hired and in contact with your precious customers. Sometimes we’re lucky and hire a gem who goes on to build customer relationships lasting years. You can’t get rid of an employee like this quick enough. What would you do?

Customer Service 200

Customer Service Exercises Customers Course 200

PeopleMetrics

JUNE 4, 2019

Who are your customers? B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point. Enter something called customer lifetime value, or CLV for short.

B2C 122

B2C B2B CEM Airlines 122

Beyond Philosophy

NOVEMBER 2, 2019

You hear it all the time on financial media. “Consumer Confidence is low.” Confidence is a feeling, not a fact or a physical item. Not only is consumer confidence an emotional concept, but it is also contagious. Other times not having it makes people lose theirs also. Recessions are an economic reality.

Consumers 76

Consumers Financial Consulting Study 76

Customer Bliss

JANUARY 28, 2021

Customer experience employees are at the frontlines of every company. Customer experience employees are at the frontlines of every company. To lead a team that trusts you, you must first lead by example. To lead a team that trusts you, you must first lead by example. The #BlackLivesMatter movement.

Leadership 254

Leadership User Experience Feedback Culture 254

delighted

MARCH 23, 2021

It takes a lot to earn a customer’s loyalty. And once you bring someone into your company’s ecosystem, the last thing you want to do is lose them. By emphasizing customer retention as a key performance indicator (KPI) for your business, you can ensure your priorities are in the right place. 800/1,000 =.8

Customer Retention 116

Customer Retention Strategy Net Promoter Score NPS 116

Storyminers

APRIL 12, 2021

What have you found most challenging as a leader of a small or medium enterprise? How did you become a leader of an SME? Can you please briefly tell the story? When you’re called upon to lead, you simply step into new shoes and do it. How do you structure your work days from waking up to going to sleep?

Leadership 240

Leadership Course Brands Customer Experience 240

Integrity Solutions

JULY 20, 2021

In many ways, building sales confidence is about expanding belief boundaries, addressing some underlying perceptions and providing the type of sales training and coaching that maximizes strengths, encourages risk taking and helps your customers think differently. Confident salespeople believe in themselves. You bet it does.

Sales 126

Sales B2B Self Service Training 126

Kayako

OCTOBER 25, 2017

Deliver live chat incorrectly and you will put customers off using your business: . Our study found consumers are looking for a live chat experience that: Doesn’t keep customers on hold. But how do you offer live chat support that ticks all the boxes? The importance of live chat can’t be underestimated.

User Experience 211

User Experience Consumers Study Wait Times 211

Daniel Group

JULY 1, 2023

Welcome to Success Strategies | July 2023 Are You Losing Customers and Hurting Your Brand Because of Poor CX? Is poor CX causing customer loss and brand damage? In today’s competitive business landscape, customer experience (CX) plays a pivotal role in shaping brand perception and customer loyalty.

Brands 52

Brands B2B Touchpoint Effort Score 52

ShepHyken

MARCH 12, 2021

The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. Before we process to discuss the realignment, let us first understand what buyer strategy is all about, specifically with respect to B2B customers. They may end up losing a lot of customers, and thereby, revenue opportunities.

Strategy 148

Strategy Self Service Customer Journeys B2B 148

Beyond Philosophy

SEPTEMBER 26, 2014

Certainly with the types of investments that are made, the sophistication of the analytics that is undertaken and the vast sums of money involved you would want to think that that is the case, wouldn’t you? Furthermore, it was losing that affected the market, not winning. It just goes to show how much we all hate to lose.

Sports 130

Sports CEM Consulting Consumers 130

Integrity Solutions

APRIL 8, 2024

The reason this kind of training and coaching isn’t creating the impact they’re looking for is simple: It only addresses one of the sales conversations a salesperson has — the conversation with their customer. Lately, though, it’s as if those pressures have been magnified times ten. That’s just the simple truth.

Sales 73

Sales Training Financial Travel 73

ShepHyken

JUNE 3, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk. 10 Steps To Achieve Greater Customer Success by Emily Marchant.

Customer Service 117

Customer Service Social Media Survey Customer Confidence 117

Beyond Philosophy

MAY 5, 2022

Have you ever heard of the Milgram experiment? This disturbing experiment got me thinking, how do you design a behavioral experiment, and how would that work regarding customer behavior in your experience? Before I share the rules, let’s review why you should care about setting one of these up properly.

Net Promoter Score 78

Net Promoter Score Comparison Culture Measurement 78

Integrity Solutions

MARCH 9, 2022

They’re beginning to question what value they can bring in a multichannel world where customers can find any information they need from an internet search and a cognitive agent. ” The costs of losing a salesperson are significant. To address sales burnout, you first have to understand what’s causing it.

Sales 75

Sales Culture Training Leadership 75

Experience Investigators by 360Connext

AUGUST 19, 2020

You’ve heard of SMART goals… But what about SMIRC goals? These are the most common definitions, but you’ll often see the initials changed as needed: Sometimes the S may stand for s trategic, the M for m otivating , the A for a ssignable or action-oriented , and so on. A SMIRC Customer Experience Goal is: Social.

Customer Experience 265

Customer Experience Net Promoter Score NPS Effort Score 265

Integrity Solutions

APRIL 8, 2024

The reason this kind of training and coaching isn’t creating the impact they’re looking for is simple: It only addresses one of the sales conversations a salesperson has — the conversation with their customer. Lately, though, it’s as if those pressures have been magnified times ten. That’s just the simple truth.

Sales 64

Sales Training Financial Travel 64

ShepHyken

JUNE 17, 2022

Did you know that 8 out of 10 consumers say they’re enrolled in at least one text message marketing program? Being able to text with customers allows for a direct line of communication and allows your brand to build one-on-one relationships with subscribers. More consumers want text messages from brands.

Consumers 67

Consumers Trends Social Media Abandon Rate 67

ShepHyken

JUNE 27, 2018

I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency. You can’t be great one day and just okay the next. Whatever the company sells must meet the expectations of the customer, every time.

Customer Service 88

Customer Service Chatbots Loyalty Customer Service Training 88

BirdEye

NOVEMBER 28, 2023

Did you know that in the last twelve months, an impressive 73% of consumers searched online for local restaurants? This statistic shows that your customers are looking for you online. But are you showing up in those search results? While you can’t control what people say about your restaurant, you can affect perception.

Tips 109

Tips Management Social Media Feedback 109