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 101

Sales Customer Experience Workshop Customer Service Training 101

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself.

Social Media 68

Social Media Customer Service Strategies Customer Service Download 68

CSM Magazine

JUNE 22, 2023

In recent years, the importance of effective customer service strategies has become increasingly evident for businesses across various sectors. One aspect of a customer service strategy is to leverage data to create personalized experiences, streamline processes, and improve overall customer satisfaction.

Customer Service Strategies 52

Customer Service Strategies Customer Service Social Media Customer Satisfaction 52

CSM Magazine

DECEMBER 13, 2023

It operates as a key touchpoint between a business and its customers – a platform where relationships are built, trust is established, and loyalty is earned. The significance of efficient customer service strategies cannot be overstated.

Customer Service Strategies 52

Customer Service Strategies Customer Service Omnichannel Airlines 52

CSM Magazine

APRIL 9, 2025

This year, BOC proudly won a Bronze Stevie Award, recognized in the esteemed “Thought Leadership in Customer Service” category at the Stevie Awards for Sales & Customer Service. With nine global programs, the Stevie Awards received over 12,000 entries annually across 70+ nations.

Leadership 52

Leadership Net Promoter Score Customer Service 2013 52

CSM Magazine

OCTOBER 17, 2016

Dennis Rosen is The WinFluence(R) Expert on customer service and sales improvement. He helps retailers, service providers and professionals provide a Transformational Customer Experience(TM) to create customer devotion that leads to customer promotion.

Customer Service Strategies 65

Customer Service Strategies Customer Service Entertainment Customers 65

CSM Magazine

JANUARY 31, 2025

This indicates that retailers should recalibrate their approaches to better reach out to customers. Failing to create a good customer service strategy can be costly for businesses, as it can lead to buyers seeking new brands that can meet their needs.

Customer Service 52

Customer Service Retail Poor Customer Service Customer Service Strategies 52

ShepHyken

DECEMBER 31, 2021

She shares 5 customer service strategies that improve customer retention. People may cut companies some slack if a product doesn’t quite work as expected, but only when the customer service experience makes up for these missteps. . 5 Customer Service Strategies That Improve Retention.

Customer Service 141

Customer Service Customer Retention Customer Service Strategies B2C 141

Answer Dash

JULY 30, 2019

And here is my statement: What if customer service was the new untapped marketing channel that could help you to grow your sales? Customer service is the new marketing, here is why it’s important As stated before, customers lifecycle has been modified and is now increasingly complex.

Sales 70

Sales Customer Service Social Media Article 70

ShepHyken

NOVEMBER 2, 2023

She writes about how you can align customer service and sales in your organization. More often than not, when we think of customer service, we tend to picture post-purchase tasks and activities, such as returns, refunds, exchanges, delivery information, and the like. The next step?

Sales 63

Sales Customer Service Document Customer Satisfaction 63

CSM Magazine

OCTOBER 17, 2016

People are also likely to pay bills late or not pay them at all in protest at poor service – with almost half (48%) of consumers saying they had deliberately withheld or defaulted on a payment in the past for this reason. The wrath of frustrated customers, a damaged reputation and losses in sales and loyalty. Knowledge is key.

Customer Service Strategies 45

Customer Service Strategies Customer Service Multi-Channel Customers 45

Customer Guru

MARCH 21, 2018

Too many companies haven’t shifted their focus yet toward this effective customer service strategy. They are unfortunately missing a large opportunity to improve by promotion through a solid customer service strategy. Tip #1: Create a Customer Service Strategy and Goals Focused on Driving Customer Promotion.

Customer Service 117

Customer Service Customer Service Strategies Fashion Customers 117

CSM Magazine

MARCH 17, 2025

However, understaffing during peak hours can lead to poor customer experiences , while overstaffing during less busy periods can waste money. How to do it: Utilize AI-driven workforce management tools to analyze foot traffic, sales patterns, and customer behavior. You can engage and reward them while keeping costs under control.

NPS 52

NPS Net Promoter Score E Commerce E-support 52

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 90

Customer Service Workshop Customer Service Training Customers 90

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. If CX were a sport, what position would you play and why? Id play center on a hockey team. The centers job is to play offense and score and then get back and help on defense.

Customer Experience 93

Customer Experience 2025 Sports Workshop 93

Talkdesk

JULY 14, 2016

Companies that choose to put the customer first may see an impact on their bottom line. On the other hand, businesses that choose to cut costs on customer service often see a reduction in acquisition and retention rates. An excellent customer service strategy, by its nature, must be dynamic.

Customer Service Strategies 40

Customer Service Strategies Customer Service Customer Service Representative Customer Centricity 40

TechSee

OCTOBER 9, 2018

According to Accenture , Millennials have overtaken Baby Boomers as the largest consumer demographic, expected to account for 30% of retail sales — that’s $1.4 This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

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.

2025 75

2025 Article Customer Service B2C 75

Think Customers

APRIL 10, 2025

To avoid this, CX leaders must demonstrate that enhancing customer experience is not just about satisfaction but about achieving tangible business results such as increasing revenue, improving retention, reducing costs, and strengthening competitive differentiation. Sales Conversion Rates Tracks how improved CX increases deal closures.

B2B 52

B2B Net Promoter Score Effort Score Financial 52

ShepHyken

DECEMBER 21, 2020

How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. According to Channels, after just one negative experience, 51% of customers will never do business with that company again. by GISuser.

2020 124

2020 Article Customer Service Airlines 124

CSM Magazine

OCTOBER 21, 2024

Points, discounts, and early access to sales are simple but effective ways to keep your customers engaged and happy. Retailers, the Floor Is Yours The bottom line is this: retailers that adopt even a fraction of the customer service strategies that online casinos use see a boost in customer satisfaction.

Retail 52

Retail Customer Service Loyalty Programs Loyalty 52

CSM Magazine

JANUARY 8, 2025

Businesses trust HubSpot for its intuitive interface, powerful features, and ability to integrate seamlessly with other tools in the HubSpot ecosystem, including marketing, sales, and operations software. By offering a holistic customer experience solution, HubSpot enables businesses to stay competitive in an increasingly digital world.

Customer Service 52

Customer Service Net Promoter Score Customer Satisfaction Social Media 52

Call Experts

NOVEMBER 17, 2022

With almost 40 years of experience supporting businesses through the holiday season, we’ve learned some tips and tricks to help streamline holiday customer service. Keep reading to learn more and to get our 4 tips for a successful holiday customer service strategy. Don’t Make Customers Suffer.

Customer Service 98

Customer Service Customer Service Strategies Retail Social Media 98

Integrity Solutions

SEPTEMBER 28, 2023

At the end of the day, customers value organizations for not just the products they provide but the service they receive throughout the customer journey. Customers expect to have their needs and opportunities looked out for. In This Post You Will Learn: What Does Customer Service Mean?

Customer Service Training 106

Customer Service Training Customer Service Contact Center Culture 106

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.

2016 0

2016 Article Customer Service Culture 0

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.

2019 123

2019 Article Customer Service Leadership 123

CSM Magazine

OCTOBER 19, 2020

Customer service is highly influential in purchasing decisions and how strong your sales are may depend on how interactive and personalized your customer service strategy is. Reacting to customer behavior and responding to queries promptly are essential for encouraging sales. Free Download.

2020 98

2020 Social Media 2003 Customer Service Strategies 98

TechSee

MAY 4, 2021

Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead. Businesses have recognized the possibility of using this same technology in the customer service function.

Customer Service 182

Customer Service 2027 Contact Center Call Center 182

TechSee

JUNE 9, 2022

Connecting these channels to create continuity across the customer experience can be challenging. The following are 3 of the most common failure points faced by companies who have deployed a digital customer service strategy and how you can overcome them to get the most out of your tech stack.

Omnichannel 145

Omnichannel Customer Experience Contact Center Social Media 145

InMoment XI

OCTOBER 10, 2023

Whether it’s sales growth, revenue, or employee performance, KPIs give stakeholders a bird’s eye view of where the company stands. The beauty of customer service metrics lies in their specificity. While KPIs might indicate that a business is thriving, customer service metrics could reveal areas of concern.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Stella Connect

JULY 17, 2017

That’s when Stan, along with Bruce Pullens, Lane Bryant’s Director of Customer Service, Strategy and Customer Insights, introduced “whole summits” at the contact center. Business partners, supervisors, team leaders, and agents were invited in, and Stan and Bruce shared audit results and a new organizational strategy.

Contact Center 45

Contact Center Sales Metrics Apparel 45

Kustomer

JUNE 6, 2023

No matter which expectations you choose to prioritize in your CS strategy, it’s important to avoid getting overwhelmed by starting small and building from there. Here are seven key components to building a financial customer service strategy. Is your company meeting customer expectations?

Financial 98

Financial Customer Service Banking Customer Satisfaction 98

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. Before the age of landing pages, online forms, and pop-up chatbots, contact centres were the only way we could engage with brands and services. They were the cornerstone of the service industry, and in many ways they still are.

E-support 146

E-support Omnichannel Competitive Advantage Customer Centricity 146

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 123

Customer Service Advertising Workshop 2022 123

ShepHyken

NOVEMBER 20, 2020

Only by delivering amazing customer service. By coaching to handle every situation amazingly well, you can improve reputation and get more sales/. Here, you’ll learn five insightful tips to transform your eCommerce customer service by investing in your team. Decide What “Amazing Customer Service” Means.

Customer Service 151

Customer Service Net Promoter Score Workshop Document 151

CSM Magazine

JANUARY 20, 2025

Create and Use WhatsApp Broadcast Lists Broadcast lists allow businesses to send messages to multiple contacts at oncewithout creating awkward group chats where customers can see each other. Use this feature to: Announce sales or promotions exclusively to loyal customers. Send delivery updates or important notifications.

Customer Service 52

Customer Service Document Metrics Customer Satisfaction 52

ShepHyken

AUGUST 29, 2023

I had no idea that years later, I would write about this example in one of my books, Amaze Every Customer Every Time. And guess what happens when they practice helpful behavior versus typical sales behavior? They make the sale. Another example of this “helpful” level of service happened at B&H Photo.

Workshop 127

Workshop Customer Service Training Sales Books 127