ShepHyken

JANUARY 4, 2017

Start with your basic customer journey map that shows all of the typical interactions – or touchpoints – that the customer has when doing business with you. A customer’s sales journey is different than a service or support journey. And you may need more than one map. For information contact or www.hyken.com.

Customer Journeys 100

Customer Journeys Customer Focused Culture Touchpoint 100

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 167

Poor Customer Service Customer Service Training Software Sales 167

ShepHyken

FEBRUARY 22, 2017

Just imagine if you were the Director of Sales for a private jet company. Jordan Zabel deals with high-end customers who expect high-end customer service because he is the Director of Sales for Jet Linx , a private jet company that offers their services to corporate and private members. It’s all just hype.

Sales 90

Sales Hotels Customer Service Training Loyalty 90

ShepHyken

OCTOBER 7, 2020

As a result, they miss the opportunity to help the customer, who will be forced to call back in the future. The agent not taking that extra step is a disservice to the customer. The sales rep that sells the customer what they ask for instead of what they really need is a perfect example of customer disservice.

Customer Service Training 168

Customer Service Training Customers Training Customer Service 168

Vonage

JUNE 23, 2017

Create an amazing service experience that gets customers to not only come back, but to also share that experience with their friends, colleagues and family members. It’s about engagement, interaction and relationship building… before the customer ever decides to spend any money with you. Smart companies have figured this out.

Customer Experience 193

Customer Experience Marketing Advertising Customer Service Training 193

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

ShepHyken

FEBRUARY 12, 2020

Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what! Become customer-focused. This means that in addition to creating an amazing customer experience, every decision keeps the customer in mind. It’s more than a sale.

Customer Focused 150

Customer Focused B2B Customer Service Training Customers 150

ShepHyken

MARCH 31, 2021

If you’re not working directly with customers, one of the best ways to learn what’s really happening on the front line is to spend a shift with a customer support agent or go out for some sales calls. There you have it, three ways you can get to know your customers even better. Follow on Twitter: @Hyken.

Customer Service Training 159

Customer Service Training Feedback Customers Groups 159

ShepHyken

JANUARY 22, 2020

What type gets more sales? Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. Who would you rather be around or work with?

Customer Service Training 148

Customer Service Training Training Customer Service Sales 148

ShepHyken

FEBRUARY 10, 2021

Everything that happens leading up to the sale is part of the customer experience. And, that includes customer service. Most people think service happens after the sale. The reality is that every interaction leading up to and after the sale is part of service and experience.

B2C 133

B2C Entertainment Customer Service Training B2B 133

ShepHyken

JANUARY 29, 2020

While you probably don’t have a real genie to bring you customers (although I don’t want to completely rule out the possibility), you probably do have people managing your marketing and sales efforts. Those people will bring you customers. Because of an amazing customer experience! Follow on Twitter: @Hyken.

eBook 157

eBook Video Customer Service Training Sales 157

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

ShepHyken

JUNE 22, 2022

He hired a salesperson, Lila, who, in his words, “Lived only to provide excellent customer service.”?As As part of the sales process, the salesperson had to get the customer’s information. One afternoon he overheard Lila asking her happy customer, “Where do you live at?” (Yes, Follow on Twitter: @Hyken.

Customer Service Training 139

Customer Service Training Training Retail Communication 139

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 168

Social Media Customer Service Training Training Customers 168

ShepHyken

MARCH 24, 2021

When you ask marketing and customer service experts what they monitor, you’ll likely hear about similar satisfaction or happiness measurements. You’ll also hear them talk about sales numbers, profit, revenue, and other indications that the company is doing well – or not so well. Follow on Twitter: @Hyken.

Measurement 158

Measurement Net Promoter Score Effort Score Customer Satisfaction 158

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 390

Strategy Customer Experience How To Customer Journeys 390

ShepHyken

JUNE 5, 2019

Make a call to the sales department or go visit a store as a customer. Experience all you can from the customer’s perspective. We want our customers to have a great experience. The only person who can really judge your success is the customer. Depending on your type of business, there are different ways to do so.

Conference 134

Conference Customer Service Training Customer Focused Customer Experience 134

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

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

JULY 19, 2021

My Comment: I’m a big fan of the internal customer service concept, and here are 18 internal customer service tips to create the experience that makes them want to work hard, engage with their customers (other internal customers and outside customers), and more. CRM Buyer) Despite U.S.

Customer Service 152

Customer Service Chief Customer Officer Contact Center Customer Service Training 152

ShepHyken

APRIL 21, 2021

It doesn’t matter if you’re in sales, service, or any other part of your organization, something as easy as a quick response time has so many benefits that add to the customer experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Insurance 160

Insurance Customer Service Training Video Customers 160

ShepHyken

APRIL 26, 2021

(ZDNeT) Customer service is experiencing a renaissance, and with the right imagination, intention, and technology, it can also become a business growth engine by driving satisfaction, sales, and loyalty. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 141

Customer Service Loyalty Programs Social Media Contact Center 141

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

MAY 24, 2021

Add to that availability and value, and you have a formula for customer loyalty success. 5 Top Customer Strategies CEO Should Know by Duong Nguyen. CustomerThink) Focus on customers’ goals which lead to sales and their referrals. Go to The Customer Focus™ to learn more about our customer service training programs.

Customer Service 160

Customer Service Customer Retention Loyalty Retail 160

ShepHyken

MARCH 8, 2021

My Comment: Customer Experience (CX) is marketing. Creating an experience that drives people to your website, your store, or willing to meet with a sales representative is all part of marketing. My Comment: Want to learn customer service from the best? They build brands. It’s that simple. Follow on Twitter: @Hyken.

Customer Service 146

Customer Service Airlines Hospitality Infographics 146

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

APRIL 14, 2021

Leadership should be there along with other employees with varied responsibilities, from sales, support, finance, and more. Answers like, “We have great customer service” are too vague and also something the competition is likely to say. The post Here’s How to Get Your Customers to Say, “I’ll Be Back!

How To 150

How To Customer Service Training Leadership Customers 150

ShepHyken

JANUARY 9, 2019

There was plenty of toilet paper for sale. Now, some of you may point out, that the toilet paper on the floor is for sale, not for use. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. The post No Toilet Paper – Is Customer Service Getting Worse?

Customer Service 129

Customer Service Customer Service Training Customers Training 129

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 136

Customer Experience Customer Service Training Customers Loyalty 136

ShepHyken

APRIL 7, 2021

A lack of trust will cost you sales. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. Avoid uncertainty. Avoid inconsistencies.

Retail 145

Retail Customers Customer Service Training Loyalty 145

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

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

NOVEMBER 21, 2018

I often jokingly refer to a poorly run customer service department as the future sales prevention department. By the way, being amazing doesn’t mean you’re delivering over-the-top customer service. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Loyalty 130

Loyalty Customer Service Training Customers Tips 130

ShepHyken

APRIL 3, 2019

That day, as we were shopping, I noticed sales people that weren’t smiling or making eye contact with their customers when they walk into their stores. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. She mentioned that she does that same thing at work.

Customer Service Training 133

Customer Service Training Training Customer Service Sales 133

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 64

Customer Experience Loyalty Exceptional Customer Service Advertising 64

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