Stella Connect

JANUARY 4, 2022

And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

ShepHyken

OCTOBER 5, 2022

Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. She created an experience for her customer. This is where sales and customer service collide. This is where sales and customer service collide.

Sales 126

Sales Customer Service Advertising Customer Service Training 126

Ecrion

JULY 22, 2019

Too often, companies blame a loss of revenue on competitors, poor market conditions, and even failed marketing strategies when the real reason why business is down is due to a poor customer service training and standards. Be honest with yourself: How confident are you, really, with your current level of customer service?

Customer Service Training 78

Customer Service Training Training Customer Service Customer Journeys 78

ShepHyken

DECEMBER 24, 2024

Thats sales and service combined! Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Id play center on a hockey team. There you go.

Customer Experience 91

Customer Experience Sports Customer Service Training Video 91

ShepHyken

DECEMBER 12, 2023

Customer service and customer experience (CX) are more than what happens after the sale. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more.

Sales 99

Sales Customer Experience Tips Customer Service Training 99

Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? After all, according to our Customer Service Trends for 2022 report: Nearly all (95%) of customers say customer service impacts their purchasing decisions.

Customer Service Training 78

Customer Service Training Contact Center Training Customer Service 78

ShepHyken

JANUARY 4, 2019

For instance, a Dimension Data report found that nearly 84% of organizations that worked towards improving customer experience saw a corresponding increase in revenue. In terms of sales, the probability of selling to an existing customer is up to 14 times higher than the odds of selling to a new customer.

Customer Service Training 84

Customer Service Training Training Customer Service How To 84

ShepHyken

OCTOBER 22, 2024

Here are three ideas: Yes and No – If you’ve been in sales, you may have been taught that the goal is to get the customer to say yes. However, in customer service, sometimes it’s okay for the customer to say no. Words that we use can help drive the positive experience. I agree with this in principle.

Customer Service 89

Customer Service Customer Service Training Customers Loyalty 89

ShepHyken

DECEMBER 9, 2024

He shares an interesting concept about customer asset management, which takes advantage of the link between satisfied customers and brand loyalty, helping to build a stronger relationship with customers that protects them from competitive challenges and more. Can Your Customer Service Make a Sale?

Customer Service 74

Customer Service Ecommerce Self Service Omni-Channel 74

Michelli Experience

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.

Customer Experience 223

Customer Experience Comparison Study Customer Service Training 223

ShepHyken

JANUARY 12, 2025

BONUS Top Sales Awards Podcast 2024 by Top Sales Magazine My Comment: Im honored that Top Sales Magazine has given me the bronze prize for my Amazing Business Radio podcast. There were plenty of podcasts to choose from, and Im especially pleased that a customer service/CX show was recognized in a sales magazine.

Customer Service 74

Customer Service Customer Retention Call Center Sales 74

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

Experience Investigators by 360Connext

JANUARY 28, 2020

Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019. Your leadership team and executives probably understand that it’s not acceptable to simply skip investing in sales, marketing or customer service. What a gift!

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Steve DiGioia

MAY 17, 2021

According to several employees and training manuals, Apple Inc’s sales associates are taught an unusual sales philosophy: not to sell, but rather to help customers solve problems. To that end, employees receive no sales commissions and have no sales quotas. “You were never trying to close a sale.

Customer Service 341

Customer Service e-support Self Service Customers 341

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

Kristina Evey

MARCH 18, 2015

Don’t let the service your staff delivers drive customers away. Let your service reputation be the reason your customers WANT to do business with you. bad customer service customer complaints customer service training Uncategorized'

Customer Service 120

Customer Service Poor Customer Service Sales Customer Service Training 120

ShepHyken

APRIL 6, 2025

The brand designs these interactions to improve customer satisfaction, drive sales, reduce churn or enhance brand loyalty. My Comment: The author of this article defines the customer journey as A structured series of interactions between a business (brand) and its customer. Connect with Shep on LinkedIn.

Customer Service 74

Customer Service Self Service Trends B2C 74

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

ShepHyken

DECEMBER 22, 2024

All elaborated Statistics below show that happy customers are more likely to return and recommend a company to others. On the other hand, poor service can cause customers to leave, which can hurt a companys reputation and sales. Connect with Shep on LinkedIn.

Customer Service 77

Customer Service Self Service Social Media Contact Center 77

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. Memes to explain the connected customer.

Customer Experience 193

Customer Experience Marketing Advertising Customer Service Training 193

Kayako

JUNE 30, 2016

Brilliant support teams know that they are just as important as sales. It’s easier to grow through word of mouth, referral and your customers loving you than through any kind of hard sell. McKinsey research shows that 70% of buying decisions are based on how a customer thinks a company has treated them.

Customer Service 209

Customer Service Handbook Customers Training 209

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

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 392

Strategy Customer Experience How To Customer Journeys 392

Kayako

JUNE 30, 2016

Brilliant support teams know that they are just as important as sales. It’s easier to grow through word of mouth, referral and your customers loving you than through any kind of hard sell. McKinsey research shows that 70% of buying decisions are based on how a customer thinks a company has treated them.

Customer Service 202

Customer Service Handbook Customers Training 202

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

CSM Magazine

FEBRUARY 13, 2025

If you do not train all your staff constantly with something new and fresh the customer experience slides. Billion Increase in Sales Amazon increased sales by 11% to $638 billion in 2024 from $574.8 AWS increased sales by 19% to $107.6 Amazon is the most customer-driven firm in the world. billion increase.

Customer Experience 59

Customer Experience Culture Training Call Center 59

TechSee

JUNE 16, 2022

Shep has worked with thousands of companies and organizations that want to create amazing customer service experiences for their customers and employees. Brad Cleveland is a global expert in customer strategy and managemen t. Barry Dalton, Global VP, Customer Interaction Technology at Concentrix.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Calabrio

APRIL 11, 2025

trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. To drive customer loyalty and sustain success, contact centers must keep up with customers consistently rising expectations. product knowledge, de-escalation skills) and involve them in the training process.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

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

MARCH 30, 2025

How Consumer Feedback Shapes Customer Experience by Jessica Aleman (FocusGroups.org) Today’s competitive business landscape highlights customer experience as a crucial differentiator across industries. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 70

Customer Service Loyalty Feedback Contact Center 70

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

Vonage

DECEMBER 13, 2018

Create abbreviated versions of these two documents that can be placed at locations where employees will need immediate reminders: at your reception desk, at POS (point of sale), at every phone or terminal. Double down on customer service training. If this sounds goofy, prepare to risk feeling goofy at first.

Survey 215

Survey Customer Service Guidelines eBook 215

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

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

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

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.

Culture 155

Culture Customer Service Training Employee Experience Course 155

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