Kerry Bodine

JUNE 23, 2015

Is there a common workshop format? In the workshops I facilitate, I like to split everyone into 3 to 5 small groups, each of which can focus on a different persona or journey. Who should be involved in customer journey mapping workshops? Marketing and customer experience folks are the obvious choices for workshop participants.

Customer Journey Mapping 69

Customer Journey Mapping Workshop Customer Journey Webinar 69

One Millimeter Mindset

SEPTEMBER 16, 2019

Especially when these omitted details surface, often inconveniently, both pre- and post-sale. Most of the time, these professionals are involved in the post-sale care and feeding of customers, once a sale is consummated. At “that” final meeting, when the sale is assumed, but not yet closed. Something different?

Sales 72

Sales Return on Investment Workshop Customer Retention 72

One Millimeter Mindset

MARCH 6, 2019

Post sale execution experience makes or breaks customer experiences. Then, the original sales professional is not part of these critical, post sale steps. When gaps in post sale execution persist in organizations and associations, why are internal stakeholders still so surprised? Or worse, something in-between.

Sales 68

Sales Workshop Customer Confidence Touchpoint 68

Experience Investigators by 360Connext

FEBRUARY 3, 2020

You may not work directly in customer service or sales, but you can provide this kind of happiness for your customers. . Improving employee happiness raises sales by 37%, productivity by 31%, and accuracy of task completion by 19%. The occasional company-wide training workshop. On-site CX Workshops.

Workshop 197

Workshop Healthcare Sales Financial 197

BlueOcean

FEBRUARY 22, 2024

They want to workshop risk-reward models with you. Responsive and Engaged Senior Executives In the late-stage sales cycle, with millions of dollars and a multi-year contract on the line, your potential partner should show up with their heavy hitters at the table.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

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. Connect with Shep on LinkedIn.

Metrics 154

Metrics Customer Service Workshop Measurement 154

ShepHyken

AUGUST 29, 2023

And guess what happens when they practice helpful behavior versus typical sales behavior? They make the sale. In these examples, the salespeople cared as much – maybe more – about me than the sale. And by the way, selling with service is a great sales strategy! Trust was created. Connect with Shep on LinkedIn.

Workshop 124

Workshop Customer Service Training Sales Books 124

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.

Customer Service 121

Customer Service Advertising Workshop 2022 121

BlueOcean

FEBRUARY 22, 2024

They want to workshop risk-reward models with you. Responsive and Engaged Senior Executives In the late-stage sales cycle, with millions of dollars and a multi-year contract on the line, your potential partner should show up with their heavy hitters at the table.

Customer Care 156

Customer Care Entertainment Government Contact Center 156

ShepHyken

DECEMBER 6, 2023

The best people in customer service, sales, or any frontline customer-facing job avoid escalating a confrontation to the level of a dispute. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Workshop 151

Workshop Customer Service Training Customers Interaction 151

Lithium

JUNE 11, 2019

We are excited to announce that we will again be offering three workshops at our CX Live Pre-Conference day on October 3 rd in Austin, Texas. To sign up for these workshops, please visit the CX Live Registration Site to secure your spot. Please see below for the full course descriptions and other important details. ROI Connection.

Workshop 40

Workshop 2018 Social Media ROI 40

Lithium

JUNE 11, 2019

We are excited to announce that we will again be offering three workshops at our CX Live Pre-Conference day on October 3 rd in Austin, Texas. To sign up for these workshops, please visit the CX Live Registration Site to secure your spot. Please see below for the full course descriptions and other important details. ROI Connection.

Workshop 40

Workshop 2018 Social Media ROI 40

Lithium

JUNE 11, 2019

We are excited to announce that we will again be offering three workshops at our CX Live Pre-Conference day on October 3 rd in Austin, Texas. To sign up for these workshops, please visit the CX Live Registration Site to secure your spot. Please see below for the full course descriptions and other important details. ROI Connection.

Workshop 40

Workshop 2018 Social Media ROI 40

BirdEye

AUGUST 7, 2023

And include information about common car issues, images, and videos showing how your workshop solves these issues. Auto repair marketing combines digital and real-world marketing strategies to generate leads, increase sales, and spread brand awareness. Invest in a professionally designed website that’s easy to navigate.

Sales 52

Sales Marketing Social Media Loyalty Programs 52

One Millimeter Mindset

SEPTEMBER 6, 2018

That critical time-period, the post-sale handoff of the contract for execution, involves more than a digital document passing through a CRM. Listen in on my latest video about post sale customer abandonment, and how it negatively impacts customer retention. Everyone who takes care of the customer, post-sale. Think about it.

Customer Retention 48

Customer Retention Sales Workshop Events 48

ShepHyken

JANUARY 30, 2024

Traditionally, that is marketing and sales. Typically, companies spend a lot of money training salespeople, which often falls under the sales budget, not the training budget. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service Training 98

Customer Service Training Customer Service Marketing Workshop 98

ShepHyken

JANUARY 16, 2024

They should be looking for the experiences their customers receive during peak hours or in the middle of the night, what a sales call is like compared to a customer service call, and more. Finally, leaders should spend time on the front line, either shadowing (listening in) on customer support calls or taking the calls themselves.

Customer Service 144

Customer Service Books Workshop Customer Service Training 144

ShepHyken

OCTOBER 10, 2023

The title of this article may sound like a lesson in sales, but it’s much bigger than that. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. It’s about the entire customer experience. Connect with Shep on LinkedIn.

Workshop 151

Workshop Culture Customer Service Training Employee Experience 151

Oracle

JANUARY 12, 2021

If it seems like there are no longer any boundaries for how and when sales meetings happen, that’s because there aren’t. In a recent research report , 90% of sellers reported that they’ve taken sales calls in unusual places. Marketing and sales teams need a shared set of metrics to define the sales/marketing pipeline.

Sales 52

Sales Workshop 2021 Download 52

ShepHyken

MAY 19, 2024

Good reviews can increase sales, while negative reviews may dissuade a customer. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. I have added my comments about each article and would like to hear what you think too. Connect with Shep on LinkedIn.

Article 76

Article 2024 Customer Service Government 76

One Millimeter Mindset

AUGUST 23, 2018

Once they consummate the sale, and the contract is signed, they hunt up their next deal. Then, post-sales customer support teams often find themselves in fire-fighting mode. They continue to do business with you and your organization based on the value of post-sales support. Close deals. Crush quotas and the competition.

Customer Retention 133

Customer Retention Workshop Measurement Sales 133

ShepHyken

MAY 13, 2024

” He wrote that Starbucks’ stores, beset by labor challenges and declining sales, need a “maniacal focus on the customer experience, through the eyes of a merchant.” Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Article 73

Article 2024 Customer Service Loyalty Programs 73

ShepHyken

APRIL 28, 2024

For context, these are the customers who continue to buy from you over and over again, and should account for the majority of your total sales. 10 Ways to Nurture Customer Confidence by Katie Navarra (The Ascent) Customer confidence drives sales and supports long-lasting loyalty among customers. Connect with Shep on LinkedIn.

2024 71

2024 E Commerce Article Loyalty Programs 71

One Millimeter Mindset

SEPTEMBER 24, 2018

When your sales CRM tells you what the next step to close the customer should be, do you ever ask yourself whether this step makes sense? Hire me to speak or conduct a workshop at your next corporate or association event. If not today, tomorrow? At this particular time? What are your next steps? Today and Tomorrow. Contact me.

B2C 213

B2C Workshop Customer Retention B2B 213

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. The C orporate Fairytale The CEO smiled at Montañez and said, “Put the mop away.

2011 105

2011 Workshop Insurance Customer Service Training 105

Experience Investigators by 360Connext

APRIL 23, 2024

Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales. This loyalty translates into substantial financial benefits, as loyal customers are not only more likely to make repeat purchases but also to advocate for the brand, thereby increasing referrals and sales.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

One Millimeter Mindset

JUNE 23, 2020

Similarly, do you spiel the sales blah-blah-blah long enough to close a contract? Without any real intention of walking your story to create post-sale continuity to retain clients? Engage me to present one of my One Millimeter Mindset speaking programs, workshops, coaching and mastermind groups. The never-ending story.

Workshop 110

Workshop Sales Presentation Communication 110

ShepHyken

MARCH 31, 2024

A celebrity or recognized expert who uses, talks about, and promotes a product or brand is a combination of marketing, sales, and experience. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Article 84

Article 2024 Customer Service Government 84

ShepHyken

DECEMBER 3, 2023

Loyalty is a Strategy, Not a Program by Kevin Susman (Total Retail) In the commercial innovation workshops I lead around the globe, there are many strategies that clients and customers want to cover. Often, this falls into the marketing and/or sales departments. At the heart of business growth is a marketing and sales strategy.

Article 61

Article Customer Service 2023 Loyalty Programs 61

BirdEye

MARCH 6, 2023

Enter Birdeye — a platform that makes it easy for local businesses of any size to deliver top-notch digital experiences to engage customers and grow sales. Marque clients include David’s Bridal, Smile Workshop, Vibra Healthcare, RE/MAX, Blaze Pizza, V, and Strickland Brothers 10 Minute Oil Change.

Healthcare 98

Healthcare Automotive Hospitality Workshop 98

One Millimeter Mindset

SEPTEMBER 5, 2018

How are your best value added customer experience efforts sabotaged, both pre- and post-sale? The sales-engineering interface®, where business and operations intersect, creates value added customer experience. Contact me today to discuss the speaking program and workshops which make the most sense for your organization, tomorrow.

Customer Experience 96

Customer Experience Workshop Customer Retention Sports 96

ShepHyken

FEBRUARY 4, 2024

Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 In short, if you provide bad service, be prepared to lose sales/money. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

2024 62

2024 Article Customer Service B2B 62

ShepHyken

AUGUST 22, 2023

Another example came in the form of an email I recently received from a sales rep. This isn’t a traditional sales pitch. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. It’s based on what you know about the customer.

Workshop 62

Workshop Customer Service Training Customer Service Connections 62

One Millimeter Mindset

JUNE 30, 2020

Serving nothing more substantial than an inside-out marketing and sales purpose, via a pre-packaged library. Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. Why rely on a hit or miss storytelling strategy to acquire and retain clients? So you do not have to think about a thing!

Workshop 120

Workshop Sales Presentation Communication 120

Talkdesk

APRIL 14, 2016

Every sales organizations is looking for the secret to improving their effectiveness and their revenue along with it. The Sales Effectiveness track at TOPO Sales Summit 2016 explored the plays and tactics that contribute to the effectiveness of the world’s top sales teams. About TOPO Sales Summit.

2016 40

2016 Sales Multi-Channel Workshop 40

ShepHyken

APRIL 1, 2024

A celebrity or recognized expert who uses, talks about, and promotes a product or brand is a combination of marketing, sales, and experience. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Article 79

Article 2024 Customer Service Government 79

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. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Workshop 88

Workshop Advertising Customer Service Training Consumers 88