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 122

Customer Service Leadership Ecommerce Culture 122

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 134

Customer Focused Customer Service Training Customers Customer Service 134

ShepHyken

FEBRUARY 23, 2022

Great customer-focused companies make it easy to get information quickly. It might be a Frequently Asked Questions page on the company’s website or a video tutorial that teaches exactly what the customer needs without having to call customer support. They want to get information quickly and easily.

Competitive Advantage 133

Competitive Advantage Customer Focused Customer Service Training Video 133

Vonage

MARCH 26, 2018

From there, sit down with your best service reps and discuss the types of customers they commonly deal with on a day-to-day basis. In combination, this process will allow you to ‘flesh out’ a series of profiles based on your typical customer’s needs, wants and expectations.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145

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. Without the ability to take payment, they could close the bakery, or they could trust that their customers to pay later.

B2B 145

B2B Customer Service Training Customers Retail 145

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 133

Customer Service Training Customer Retention Customers Sales 133

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 155

Customer Service Training Customers Interaction Customer Service 155

Help Scout

APRIL 29, 2021

Everyone in the business, including those beyond the customer-facing teams, has an accurate understanding of who the customers are and what matters to them. Customer service is a part of the business’s strategic vision. The business agrees on a clear definition of “good customer service.”.

Culture 139

Culture Customer Service How To Policies 139

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 159

Customer Service Training Strategy Software Customer Service 159

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 136

Fashion Guidelines Policies Customer Service Training 136

ShepHyken

FEBRUARY 16, 2022

Educating customers and creating clarity is a great way to separate yourself from others who might not be willing to take an extra minute or two to help the customer become smarter so they can make smarter buying decisions. . Don’t think this is a sales technique. Just make your customers smarter. . It’s simple.

Customer Experience 136

Customer Experience Customer Service Training Customers Loyalty 136

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 136

Effort Score Exercises Travel Customer Service Training 136

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.,

Culture 112

Culture Customer Centricity Sports Customer Service Training 112

ShepHyken

APRIL 25, 2018

Today there are over 2,000 bakery-cafes, more than 100,000 associates and sales are over $5 billion. And, they didn’t get there by disappointing their customers. On the contrary, they are very customer-focused, and this story is a perfect example. The post What Does Perfect Service Recovery Look Like?

Customer Confidence 66

Customer Confidence Customer Service Training Course Customer Service 66

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 102

Advertising Customer Service Training Customer Expectations Industry 102

ShepHyken

SEPTEMBER 25, 2020

When agents can create a relationship with your customers that goes beyond the transactional, it increases the chances of them returning to you the next time they need something and makes them less price-sensitive or likely to switch to a competitor. Ticket-based approaches to customer service are a thing of the past.

Contact Center 117

Contact Center Competitive Advantage Customer Service Sales 117

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 110

Loyalty Social Media Tips Communication 110

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

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. Do they have soft skills? Are they humble? Are they kind?

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

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 104

Hotels Conference Meeting Fashion 104

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

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

Customer Guru

AUGUST 21, 2018

She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. with the intent of helping business leaders and organizations in improving their company culture and aligning the employees and their products/services towards the customers’ needs.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

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 94

Exceptional Customer Service Study Customer Service Training Customer Service 94

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 70

Customer Service Loyalty Programs Hotels Loyalty 70

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 83

Customer Service Course Customer Satisfaction Customer Service Training 83

ShepHyken

MARCH 13, 2017

While there is much to learn about how to deliver service to consumers, it is refreshing to read this article about what business to business (B-2-B) companies can teach retail. The bottom line is that any business can learn about customer service from any type of business. For information contact or www.hyken.com.

Social Media 92

Social Media Customer Service Infographics Retail 92

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 86

Customer Service Customer Retention Tips Brands 86

ShepHyken

SEPTEMBER 10, 2018

And, if you manage a support center that is guilty of any one (or more) of these five “customer service fails,” you’ll be just as upset. Personalize Customer Service To Boost Sales Opportunities by Michael Mink. Investor’s Business Daily) According to Dialog Direct’s Customer Rage study, the No.

Customer Service 14

Customer Service Social Media Poor Customer Service Customer Care 14

ShepHyken

MARCH 7, 2022

(NewsBreak) The truth is, providing great customer service can set you apart from the competition, generate more marketing and sales opportunities, and keep your business growing successfully. In this blog, we will describe the link between customer service and content marketing – and explore the ways they complement each other.

Customer Service 13

Customer Service Self Service Retail Airlines 13

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

CSM Magazine

JANUARY 27, 2021

According to a McKinsey study, 70% of buying experiences are based on how the customer feels they are being treated. The current situation has highlighted the need for a robust and deliverable customer service strategy. Blindster was founded by Kyle Cox, a Houston-based entrepreneur with a passion for customer service.

Customer Satisfaction 52

Customer Satisfaction e-support Retail Policies 52

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 66

Transportation Sports Customer Service Training Customers 66

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 66

Advertising Customer Service Training Customer Service Customer Experience 66

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. An End-to-End Customer Service Strategy. That’s because everyone plays a part in the customer journey.

Customer Service 68

Customer Service Self Service Banking Culture 68

CSM Magazine

JULY 12, 2020

Based on the same Salesforce survey, studies show that “51% of customers say most companies fall short of their expectations for great experiences.”. The key is to show your customers that your product or service can add value to them, even if it may take longer than expected. Social Media. The bottom line.

Customer Service 52

Customer Service Marketing Social Media Ecommerce 52