ShepHyken

NOVEMBER 2, 2022

Building a relationship that fosters confidence, trust and connection is a less obvious sales technique. If every time you contact the customer, be it in person, over the phone, by email, texting, or any other form of communication, and all you do is sell, sell, sell, the customer will tune you out. Selling is obvious.

Customer Service Training 129

Customer Service Training Customer Retention Customers Sales 129

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. . Be customer focused.

Fashion 132

Fashion Guidelines Policies Customer Service Training 132

ShepHyken

OCTOBER 13, 2021

In this article, we can say that three secrets to creating and sustaining customer loyalty are communication, communication, communication. The way you communicate, what you communicate, and how often you communicate can create the experience that gives a customer the confidence to continue doing business with you. .

Loyalty 106

Loyalty Social Media Tips Communication 106

ShepHyken

SEPTEMBER 8, 2021

An employee can be good at the technical side of the job – and care about the company – but be terrible when it comes to dealing with the customer. I’ve encountered front-line employees in customer support and sales positions who should never have been put on the front line. Follow on Twitter: @Hyken.

Social Media 165

Social Media Customer Service Training Training Customers 165

Comm100

DECEMBER 19, 2017

These enlightened customers demand a certain quality of interaction and service from your company. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers.

Strategy 294

Strategy Customer Experience How To Customer Journeys 294

ShepHyken

APRIL 21, 2021

First, decide what your minimum acceptable standards are for responding to calls, emails, and any other type of communication from your customers. One that would impress your customers. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Insurance 155

Insurance Customer Service Training Video Customers 155

TechSee

JUNE 16, 2022

Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Vonage

JUNE 23, 2017

Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. It’s about engagement, interaction and relationship building… before the customer ever decides to spend any money with you.

Customer Experience 193

Customer Experience Marketing Advertising Customer Service Training 193

ShepHyken

DECEMBER 7, 2020

Titled “The NOW of Work,” the ebook focuses on what’s new in technology, employee communication and motivation, and more. Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst. Building The Backbone of Your Business: Customer Service and Support by Andrew Madeira-Silva.

Customer Service 147

Customer Service Self Service eBook Loyalty Programs 147

ShepHyken

MAY 17, 2021

(B&T) Building a connection with existing customers is just as integral to any marketing strategy as winning new ones, but how do we turn customers into spokespeople for our brands? My Comment: For our readers who are focused on online customers, this is a great article for you. Follow on Twitter: @Hyken.

Customer Service 80

Customer Service Customer Retention Tips Brands 80

ShepHyken

MAY 6, 2019

If you want loyal customers, here are some reminders (seven of them) about how to go about it. Entrepreneur India) 70% cent of consumers expects a personalized experience from brands and a mobile app is the perfect way to personalize communications with your customers. My Comment: Does your business have an app?

Customer Service 115

Customer Service Loyalty Customer Centricity Customer Service Training 115

ShepHyken

JULY 29, 2019

And now, with the help of emotion detection and analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. My Comment: We measure sales, customer service, satisfaction, etc. Here’s a new one; emotion. Follow on Twitter: @Hyken.

Customer Service 120

Customer Service Customer Success Customer Service Training Measurement 120

ShepHyken

MARCH 28, 2018

The sales & marketing departments may get customers in the door. Ian Spindley ( @IanSpindley ) responded with the following comment: As far as you know, has #industry always called it sales & #marketing (just because it flows/sounds better)? Customer experience is the job of all these departments and more.

Customer Experience 61

Customer Experience Loyalty Exceptional Customer Service Advertising 61

Comm100

NOVEMBER 30, 2017

So if you haven’t yet thought about giving your agents more than just straightforward systems training, here are five things to consider when giving effective chat support training to your team. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Download Now. Live Chat School.

Training 103

Training Customer Service eBook Tips 103

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

FEBRUARY 25, 2019

3 Lessons From a Customer Service Failure by Jill Schiefelbein. Every interaction is a chance for your employees to communicate the experience that your brand provides. Today’s customers expect trust, and as the author states, it “has become the indispensable connective tissue between brands and customer loyalty.”.

Customer Service 88

Customer Service Guest Experience B2B B2C 88

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. What to Look for In Customer Service Training Programs. That’s because everyone plays a part in the customer journey.

Customer Service 69

Customer Service Self Service Banking Culture 69

ShepHyken

AUGUST 23, 2021

How To Conduct the Best Customer Service Training (+ Top Training Programs) by Alejandra Zilak. Bluleadz) At the end of the day, you can invest all you want in fancy customer relationship management (CRM) tools and omnichannel communications. It’s about customer service training.

Customer Service 18

Customer Service Customer Service Training Loyalty Programs Loyalty 18

ShepHyken

NOVEMBER 16, 2016

Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. It’s about engagement, interaction and relationship building… before the customer ever decides to spend any money with you.

Marketing 48

Marketing Customer Experience Advertising Customer Service Training 48

ShepHyken

FEBRUARY 6, 2017

This is important information that everyone should pay attention to: Answer negative reviews, embrace criticism and care about all of your customers. BBC Capital) Businesses often use sales numbers or other figures to gauge how well they are doing. My Comment: Artificial Intelligence (AI) is a hot topic in the customer service world.

Customer Service 48

Customer Service Social Media Loyalty Tips 48

ShepHyken

JULY 25, 2022

However, when done right, it can be an effective communication tool to gain new clients and customers. This also means that, with a little strategic planning and creative thinking, businesses can leverage their email marketing to increase brand loyalty and keep customers. They also need to think about employees.

Customer Service 14

Customer Service Chief Customer Officer Automotive Retail 14

ShepHyken

FEBRUARY 7, 2022

He is able to communicate, with amazing clarity, on how to use NPS the right way. Forbes) What are the most important factors in providing excellent customer service? Customer satisfaction is a significant factor in business success. That doesn’t mean you should upset a customer on purpose!).

Net Promoter Score 14

Net Promoter Score Customer Service Contact Center NPS 14

ShepHyken

OCTOBER 3, 2022

(SME Web) One in three people would prefer to contact customer service via SMS or WhatsApp, new research shows, highlighting the need for businesses to employ a fully omnichannel presence. 4 Tips For Engaging With Customers’ Online Reviews by Forbes Councils Member. Follow on Twitter: @Hyken.

Customer Service 14

Customer Service Self Service Retail Telecommunications 14

SmartKarrot

FEBRUARY 15, 2022

Through her ‘The Modern Customer’ Podcast, Morgan aims to provide detailed insights about customer-focused digital transformation. Bob Thompson has a wealth of expertise in customer-facing areas such as customer service and sales. Bob Thompson. Evan Shumeyko. Lincoln Murphy. Steve Curtin.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Bill Quiseng.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

MARCH 31, 2018

Good and bad experiences handled the right way, make social customer care far more important than basic customer service. It blurs the lines between customer service, marketing, and even sales. Scientific data validate the importance and power of social media customer service. Social Proof.

Social Media 87

Social Media Self Service Customer Service Marketing 87

Integrity Solutions

OCTOBER 5, 2022

But even when an issue can’t be resolved, the best reps leave their customers feeling heard, appreciated and more loyal to the company as a result. Customer Service Training and the Value of Process. It takes more than product knowledge and a script to help someone be customer-focused.

Culture 89

Culture Customer Service Customer Service Training Contact Center 89

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Bill Quiseng.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. Website : [link]. based AIM stock listed company.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ViiBE Blog

AUGUST 27, 2021

CX strategies need to consider the customer’s needs and wants along each step of the sales process. As part of this customer-centricity , start by implementing tools to improve communication with the customer and measure your performance. Several tools will help you accomplish this. Natalia Barszcz.

Net Promoter Score 52

Net Promoter Score First Call Resolution Effort Score Knowledge Base 52

ShepHyken

JANUARY 24, 2022

In short, this is Staples sharing their take on how to communicate to customers about supply chain issues, which are plaguing many companies and causing customers to become very upset. This may be exactly what you need to save that angry customer. CustomerThink) We are in a new digital experience frontier.

Customer Service 67

Customer Service Customer Centricity Policies Retail 67

LiveChat

AUGUST 23, 2016

Every single customer has a problem and it doesn’t matter if it’s complicated or not: staff needs to be prepared to solve it as soon as possible. The most important part of customer service training is obviously a product or service training. Oh yes, customer complaints ! Me neither.

Customer Service 56

Customer Service Social Media Customer Experience Training 56

Experience Investigators by 360Connext

FEBRUARY 18, 2020

Free CX Courses: Free Customer Service Training by LiveChat. Sort-of-Free CX Courses: Customer Service Foundations by Jeff Toister. Writing Customer Service Emails by Leslie O’Flahavan. My Favorite Free Customer Experience Courses: Free Customer Service Training by LiveChat.

Course 35

Course Training Customer Journeys Customer Experience 35

ShepHyken

FEBRUARY 10, 2020

How the Digital Era Is Redefining Customer Experience by John Finch. (No No Jitter) As customers become more reliant on non-voice methods of communication, CCaaS serves as a necessary aggregation platform. How B2B Companies Can Up Their Customer Experience Game Based on Insights from Nicholas Caffentzis.

Customer Service 105

Customer Service Infographics Customer Retention B2B 105

ShepHyken

AUGUST 29, 2016

(ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes. As a result, many are also rethinking the communications technologies that support those processes. Kuiu is a hunting gear company that has a customer focused culture.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

ShepHyken

APRIL 16, 2018

Forbes) Retail signs and displays communicate more about your brand than just what’s on sale. My Comment: We start with a fun article by customer experience expert Dan Gingiss who writes about how signs and displays may communicate more about your brand than you might think. This one will make you smile. Or does it?

Customer Service 48

Customer Service Infographics Retail Tips 48

ShepHyken

DECEMBER 4, 2017

.” Priorities For Marketers In 2018: Refining The Customer Experience by Eric Cosway . Forbes) The marketing landscape has seen a tremendous shift in the last five years, largely due to data aggregation, and 2018 will be no different as communicators continue to gain a greater and increasingly granular understanding of customers.

Customer Service 0

Customer Service Government Poor Customer Service Case Study 0