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.

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Metrics Customer Service Measurement Customer Service Training 153

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

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.

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Culture Customer Service Training Employee Experience Course 150

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.

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Customer Service Advertising Sales Customer Service Training 121

ShepHyken

OCTOBER 1, 2023

Speed Doesn’t Equal Success: The Limitations of AHT as a KPI by Othmar Mueller Von Blumencron (VIPdesk Connect) While top-notch products and services remain vital, the spotlight in recent years has undeniably shifted to the customer experience as a pivotal factor distinguishing one brand from another.

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Customer Service Contact Center Average Handle Time Customer Service Strategies 65

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.

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Customer Service Customer Centricity Customer Service Training Survey 143

InteractionMetrics

AUGUST 14, 2024

As a consulting firm that has helped hundreds of companies, we’ve identified three main ways customer service consulting can help you: If your brand promises exceptional customer service, it’s critical to ensure that it is. Bad customer service hurts companies’ bottom lines—by a lot.

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Consulting Customer Service Company Call Recording 52

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.

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Customer Service Training Customer Retention Customers Sales 129

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. Connect with Shep on LinkedIn. You’re coming with us.”

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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.

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Customer Service Training Customer Service Sales Connections 62

ShepHyken

JANUARY 5, 2022

The message from BarkBox wasn’t about making a sale. Just acknowledging that the customers might be in trouble and reaching out to them was a great way to show appreciation. Personalization is a hot topic and a powerful way to connect to the customer. It was about showing care. Follow on Twitter: @Hyken.

Customer Experience 174

Customer Experience How To Touchpoint Communication 174

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. Connect with Shep on LinkedIn.

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Video Advertising Customer Service Training Consumers 87

ShepHyken

MAY 17, 2021

How to Nurture Your Online Customers And Turn Them Into ‘Brand Evangelists” by Peggy de Lange. (B&T) 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?

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Customer Service Customer Retention Tips Brands 80

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. Be a ‘Method Customer’ to Improve Customer Experience by Justin Racine. What makes a consumer tick?

Customer Service 65

Customer Service Net Promoter Score Airlines Customer Journeys 65

ShepHyken

JUNE 1, 2020

I always love learning from great companies, and Traci Scott of Pella shares three interesting strategies they use to deliver great service. Here you’ll find some “workarounds” for those times you are short-staffed and want to maintain your support center’s reputation for excellent service.

Customer Service 68

Customer Service Call Center Omni-Channel Retail 68

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.

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Social Media Course Training Marketing 117

Comm100

OCTOBER 8, 2016

Relationship Marketing, an aspect of Customer Relationship Management (CRM), is the term used to describe the focus on the customer’s experience over boosting short-term metrics like acquisition and sales. Using good Relationship Marketing strategies will also help solidify their trust in you as an industry leader.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself.

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Social Media Customer Service Strategies Strategy Customer Service 122

ShepHyken

JANUARY 26, 2018

Yet you can train them to think in only one “compartment” at a time. If your retail salespeople are completing a retail sale on the floor of your store, for example, they can learn to concentrate on that task alone and ignore ringing phones, restocking the shelves, serving other customers and other tasks that are in other compartments.

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Training Leadership Consulting Exceptional Customer Service 83

ShepHyken

JULY 24, 2023

Why B2B Companies Must Shift Their Focus From Sales To Customers by Dan Gingiss (Dan Gingiss) All too often, B2B sales overshadow every other business metric – including the retention of existing customers. My Comment: Is B2B customer service really that different from B2C customer service?

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Customer Service Effort Score Retail B2B 12

ShepHyken

MARCH 7, 2022

(CMSWire) With two thirds of customers feeling that they’re generally treated like numbers, how do you tailor an experience to an individual? They need to disrupt the status quo and connect with their customers in a differentiated way. My Comment: I believe that content marketing is a good customer service strategy.

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Customer Service Self Service Retail Airlines 13

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. Kate Leggett.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. Kate Leggett.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySparrow

OCTOBER 1, 2023

High-touch customer service, often referred to as “white glove” service, is a customer-centric approach that goes above and beyond to meet and exceed customer expectations. “High-touch” is a way of doing customer service where the main goal is to make customers feel really special.

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Customer Experience Customer Service Self Service Chatbots 52

Michel Falcon Experience

OCTOBER 21, 2019

Most companies are either product, sales or marketing-centric. To put it another way, their engineering, business development, and brand teams are much larger than their customer service or HR teams and receive a larger piece of their operating budget. Trust me, the effects of bad customer service are not worth it!

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Customer Journeys Customer Service Company Customer Centricity 111

ShepHyken

FEBRUARY 5, 2018

10 Ways to Improve Your Customer Service and Increase Sales Performance by Hassan Mansoor. CustomerThink) Customer service is the golden key to any successful business – if you don’t have it, act fast and make it a priority. My Comment: I’m a fan of the concept of selling with service. Well worth it.

Customer Service 15

Customer Service B2C Retail Infographics 15