ShepHyken

NOVEMBER 2, 2022

Here are five ways to make your customers feel special: . Stop selling and start nurturing relationships. 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.

Customer Service Training 130

Customer Service Training Customer Retention Customers Sales 130

Horizon CX

DECEMBER 1, 2023

The Crucial Link Between CX and Strategic Goals: Effectively advocating for customer-centric strategies involves aligning proposals with the overarching strategic goals and objectives of the organization. Brand Reputation and Market Perception The reputation of a brand is closely tied to customer perception and market competitiveness.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

ShepHyken

SEPTEMBER 10, 2021

Estimations show that about 78% of consumers on a transaction did not choose to make an intended sale. . In this post, we shall compare five customer expectations in 2021 to their reality. It will enable you in identifying the reasons behind high customer turnover and what you can do to address them. . Avoid data silos .

Customer Experience 101

Customer Experience Advertising Customer Expectations 2011 101

Alida

JUNE 23, 2017

“Let’s say you’re the leader in a particular arena, if you’re competitor-focused and you’re already the leader, then where does your energy come from? Whereas, if you’re customer focused, and you’re already the leader, customers are never satisfied.”. Retailers should take up Bezos’ advice immediately.

Retail 153

Retail Competitive Advantage 2013 Innovation 153

CSM Magazine

NOVEMBER 9, 2022

Start by understanding every interaction your business has with the customer at every point of their customer journey. Aligning workflows with CX helps businesses build better relationships with customers and in turn increase sales and revenue. Customer Service (CS). Customer Success.

Customer Journey 52

Customer Journey Customer Centricity Multi-Channel Customer Relationship Management 52

ShepHyken

MARCH 4, 2022

This week we feature an article by Mike Macpherson, Director of Sales and Marketing for VBO Tickets , a global provider of a total ticketing engagement solution. He shares how organizations can deliver a total customer experience. What is the total customer experience?

Customer Experience 73

Customer Experience Social Media Touchpoint Sales 73

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM Customer Relationship Management Customer Relationships Customer Experience Management 84

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

BirdEye

MARCH 24, 2023

Table of contents Business development defined Differences between business development and sales Business development versus sales development Differences between business development and marketing What does a business development manager do? Business development is identifying prospects and looking for ways to reach prospects.

2023 98

2023 Return on Investment Social Media Sales 98

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 154

Customer Service Training Feedback Customers Customer Focused 154

ShepHyken

MAY 3, 2021

They are an amazing example of customer service and CX, and there is much to learn about this brand. Their CEO and Founder Chuck Surack places the experience over the sale. He defines CX as building long-term relationships with customers. My Comment: You can’t automate a customer relationship.

Article 111

Article E Commerce 2021 Customer Service 111

ShepHyken

JULY 5, 2017

Traditional personalization came from remembering past customers, using their name, building rapport and other personal, human-to-human, interactions. A good customer relationship management program (CRM) could help in certain sales and support situations. It can be a follow-up call or a thank you note.

Marketing 100

Marketing Customer Relationship Management Customer Service Training Customer Relationships 100

One Millimeter Mindset

DECEMBER 19, 2018

These 18 ways create a more effective customer retention strategy. However, they are contrary to everything you have learned as a sales professional. Or a sales engineering professional, a customer service professional, or any other professional engaged in acquiring and retaining customers.

Customer Retention 73

Customer Retention Return on Investment Workshop Sales 73

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 135

Customer Service Training Reference Retail Communication 135

Lumoa

MARCH 21, 2023

I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” Customer service is not a department.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Lumoa

FEBRUARY 7, 2023

With all relationships, taking the time to listen is crucial to its success. Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. But listening isn’t always that easy.

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

Integrity Solutions

JUNE 23, 2022

When salespeople are desperate or anxious, they’ll often revert to bad habits, like spending too much time talking “about us” and not enough time listening to understand the customer’s needs. And customers can sense that desperation. Reinforce (or establish) the connection between customer service and sales.

Sales 73

Sales Consulting Contact Center Customer Service 73

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. To Boost Customer Service, Wow Your Primary Customers—Your Employees by S.

2016 0

2016 Article Customer Service Culture 0

ShepHyken

JULY 29, 2019

(Totango) This is why customer success is critical now. We are running our business in a reality of today’s customer-centered economy. Enterprises reap the most benefits of nurturing customer relationships long-term in order to keep customers constantly satisfied. My Comment: Customer success is a hot topic.

Article 120

Article 2019 Customer Service Customer Success 120

Think Customers

NOVEMBER 16, 2022

Positively managing current customers in uncertain economic times can represent easy growth opportunities that cost less than acquiring new customers. And when ROI is scarce, nimble firms with their finger directly on the pulse of customer demand win. Some initiatives improve CX quality in the process.

ROI 52

ROI Social Media Contact Center Voice of Customer 52

ShepHyken

SEPTEMBER 7, 2018

If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI. Read Shep’s latest Forbes Articles: 57% Of Sales Reps Missed Their Quotas Last Year.

Blog 82

Blog Demo 2018 Reference 82

SurveySparrow

DECEMBER 8, 2023

A lead is a potential customer in the early stages of the customer journey , showcasing a level of engagement that warrants further exploration and cultivation. It is a foundation for businesses to initiate meaningful interactions, ultimately converting this interest into a lasting customer relationship.

Social Media 52

Social Media Webinar Customer Centricity Events 52

Experience Investigators by 360Connext

JULY 24, 2019

Retrofitting customer experience means baby steps and giant leaps. The struggle to move an entire organization from product- or sales-focused to customer-focused is intense. CX Problem #2: Customer focus is limited to customer-facing roles. And they had the benefit of starting that way.

Culture 110

Culture Customer Centricity Customer Journey Mapping Sports 110

Customer Bliss

JANUARY 15, 2015

Organic customer growth drives long-term profitability. So why isn’t it as important to CEOs as quarterly sales goals? There are even times that satisfaction score goals can be negotiated out of relevance if a high sales performer doesn’t make the grade on customer satisfaction but hit the ball out of park bringing in new business.

Metrics 234

Metrics Customer Satisfaction Customers Sales 234

ShepHyken

MAY 3, 2021

They are an amazing example of customer service and CX, and there is much to learn about this brand. Their CEO and Founder Chuck Surack places the experience over the sale. He defines CX as building long-term relationships with customers. My Comment: You can’t automate a customer relationship.

Article 62

Article E Commerce 2021 Customer Service 62

ShepHyken

MARCH 20, 2017

Why Your Sales Pitches Will Never Earn You Loyal Customers by Rachel Quetti . Building a relationship based on trust is a powerful way to not only make the sale, but to earn loyalty. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2017 75

2017 Article Customer Service Social Media 75

ShepHyken

SEPTEMBER 26, 2016

Now, there are multiple channels for the customer to use to connect to a company. Anything less than a consistent experience erodes confidence and eventually sales. Agencies Turning to ‘Customer Journey Maps’ to Tackle Service Woes by Nicole Ogrysko. Does Good Customer Service Matter for the Price Sensitive Customer?

2016 122

2016 Article Customer Journey Mapping Customer Service 122

SurveySensum

NOVEMBER 3, 2023

In the coming months, the boundaries between sales, service, and commerce will continue to blur as AI-driven cross-selling transforms customer service into a profit center. Prioritizing customer happiness means that every interaction aims to meet their expectations, empowering employees and improving business results.

2024 52

2024 Customer Service E Commerce E-support 52

Andrew Mcfarland

SEPTEMBER 23, 2022

Customer relationship management (CRM) involves the administration of interactions with customers. Creating a solid strategy to develop a positive customer relationship is crucial. The key to success is having a plan and multiple approaches to managing relationships. They improve business performance.

Customer Relationships 48

Customer Relationships Customer Relationship Management Loyalty Feedback 48

Magellan Solutions

NOVEMBER 27, 2023

Exceptional customer service is a guiding light, capturing attention amidst many options. Creating a memorable experience is more important than making sales. It attracts customers to the warmth of genuine service and concern. Imagine your business on a stage with your valued customers in the audience.

Customer Service 52

Customer Service Exceptional Customer Service Customer Satisfaction Customer Centricity 52

ShepHyken

JUNE 7, 2021

That question has accounted for millions and millions of extra sales. It’s an upsell, and one that makes the customer glad they bought. My take on the upsell and cross-sell is that if you don’t do it when you should, it’s bad customer service. My Comment: “Would you like fries with that?” Follow on Twitter: @Hyken.

Article 135

Article 2021 Customer Service Loyalty Programs 135

Answer Dash

JANUARY 8, 2020

Now we’ll define customer experience: Customer experience (the field) is the process of creating a positive association with your brand. But it all comes down to making sure that customers are satisfied every time they interact with your company. Not just after the sale, but at every brand touchpoint.

Customer Success 67

Customer Success Customer Experience Customer Centricity Touchpoint 67

Horizon CX

SEPTEMBER 10, 2020

Customer Experience has evolved over many years to become a fundamental operating construct for businesses that see the imperative of sustained customer relationships. However, proficiency and full adoption of a CX program to manage customer relationships does not happen overnight. Proficiency takes time.

Competitive Advantage 52

Competitive Advantage Leadership Culture Travel 52

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? They can be categorized by Customer Profitability, Customer Knowledge, and Customer Well-Being. Lynn Hunsaker.

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

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 73

Customer Service Training Feedback Customers Customer Focused 73

ShepHyken

FEBRUARY 28, 2022

Fidelum Partners) As the COVID-19 pandemic subsides, we need to change the way we think about and build companies, brands and customer relationships. As a result, thoughtful customer experiences that inspire trust and lasting loyalty are rare. Go to The Customer Focus to learn more about our customer service training programs.

2022 71

2022 Article Customer Service Loyalty 71

ShepHyken

JANUARY 16, 2017

5 Stages to Building Customer Loyalty by Melissa Gonzalez. IBM) As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break. My Comment: Customer loyalty doesn’t happen immediately. billion in sales.

2017 88

2017 Article Customer Service Contact Center 88