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.

Article 78

Article 2024 2025 Customer Service 78

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

JUNE 30, 2016

According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.” ” And customer service training is vital to maintaining excellent customer relations. Image source: ALISON.

Customer Service Training 74

Customer Service Training Customer Service Seminar Banking 74

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.

2025 71

2025 Article Customer Service Magazine 71

ShepHyken

SEPTEMBER 17, 2024

Norman’s perspective highlights a common mistake in customer service: assumptions can be costly. When we decide who someone is based on their appearance or a first impression, we risk not only a potential sale but also a longer relationship that could have been built. Connect with Shep on LinkedIn.

Workshop 149

Workshop Customer Service Training Article Customers 149

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.

Workshop 157

Workshop Customer Service Training Customers Interaction 157

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.

Workshop 157

Workshop Culture Customer Service Training Employee Experience 157

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.

Metrics 159

Metrics Customer Service Workshop Measurement 159

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

JANUARY 16, 2024

They should learn firsthand what it’s like to be a customer. 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.

Customer Service 151

Customer Service Books Workshop Customer Service Training 151

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

ShepHyken

JANUARY 22, 2020

I’ve learned a lot over the years by attending his workshops and coaching sessions. 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.

Customer Service Training 150

Customer Service Training Workshop Books Customer Service 150

Michel Falcon Experience

JANUARY 16, 2020

And/or you can host a sales contest within your sales team to increase top-line revenue. that’s having a customer experience strategy! Do you have plans to host a customer journey mapping workshop this year? Is it taking your customers too long to get in touch with your company which negatively impacts sales?

2020 88

2020 Customer Journey Mapping Customer Experience Hospitality 88

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 109

2011 Workshop Insurance Customer Service Training 109

ShepHyken

JULY 30, 2024

We can call it Lousy Service Versus Good Service , or a better title I came up with: The Dark Side Versus the Shep Side. The Dark Side of service is just bad. The opposite is what I teach in my CX keynote speeches and customer service training program. Shep Side: Customers don’t wait.

Customer Service 93

Customer Service Customer Service Training Workshop Customers 93

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. I like the idea of free and encourage you to embrace it – give it a try. Connect with Shep on LinkedIn.

Workshop 95

Workshop Advertising Customer Service Training Consumers 95

Michel Falcon Experience

JANUARY 10, 2019

It’s likely that you clicked through to read this post because you want new customer service ideas, not the same old run of the mill concepts that have been suggested by everyone else online…am I right? Eventually, I created something I now refer to as The 3 Common Customer Personality Types. What attributes does he have?

2019 151

2019 Customer Service Workshop Wireless 151

Michel Falcon Experience

JANUARY 3, 2020

Invest in customer experience strategy just like we do in branding initiatives like marketing and PR. Continuously provide superior customer service skills education/workshops to ALL employees. In thinking about the year to come, I’ve identified three customer service skills that I believe your employees can learn from.

2020 99

2020 Customer Service Culture Call Center 99

Myra Golden

SEPTEMBER 2, 2015

Becoming a Customer Service Rockstar – How to standout and move ahead . Based on Myra’s critically acclaimed “Beyond WOW” workshop, this webinar delivers 20 concrete ways for your employees to make emotional connections with your customers. September 17, 2015 1pm – 2pm ET. A $299 Value! A $299 Value!

Webinar 81

Webinar Customer Service 2015 Workshop 81

ShepHyken

AUGUST 25, 2024

Yes, we want our customers to be happy and come back, but have you considered the emotional experience you create? I teamed up with Leslie Rae and Whiteney Horton to collaborate on an article about the combination of sales and customer service. Yes, they go together like peanut butter and chocolate!

Article 88

Article Customer Service 2024 Customer Centricity 88

ShepHyken

MAY 19, 2024

99% of Consumers Rely on Online Reviews Before Making Purchases by Jon McDonald (CardRates) Reviews offer insight that an online description can’t and provide feedback from customers who have used or previously purchased the product of interest. Good reviews can increase sales, while negative reviews may dissuade a customer.

Article 88

Article Customer Service 2024 Government 88

ShepHyken

MARCH 31, 2024

My Comment: Influencer Marketing is part of the customer experience. A celebrity or recognized expert who uses, talks about, and promotes a product or brand is a combination of marketing, sales, and experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 90

Article Customer Service 2024 Government 90

ShepHyken

SEPTEMBER 7, 2022

In our customer service workshops , we do an exercise in which we ask participants what their favorite companies are to do business with and why. When a customer places an order, he or she is immediately notified by email. For questions, please contact me at extension 114 or call our customer service team at 800-820-4722.”

Communication 78

Communication B2C Workshop B2B 78

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.” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 78

Article Customer Service 2024 Loyalty Programs 78

ShepHyken

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Used the right way, it may even help you create more tailored and personalized customer experiences! Does no one want to see change?

Article 65

Article Customer Service 2023 Loyalty Programs 65

ShepHyken

APRIL 28, 2024

5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue. Nurturing customer confidence is an important part of your retention strategy. Connect with Shep on LinkedIn.

E Commerce 75

E Commerce Article 2024 Loyalty Programs 75

ShepHyken

SEPTEMBER 10, 2023

For some small brands, a viral moment can be game-changing for putting their brand on the map, and for larger retailers, it can draw attention to a new product line to significantly boost sales. The human element is a huge part of customer happiness. So how can you become dedicated to customer happiness and watch your sales take off?

Article 88

Article 2023 2028 Customer Service 88

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.

Customer Experience 156

Customer Experience Download Workshop Metrics 156

ShepHyken

APRIL 1, 2024

My Comment: Influencer Marketing is part of the customer experience. A celebrity or recognized expert who uses, talks about, and promotes a product or brand is a combination of marketing, sales, and experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 85

Article Customer Service 2024 Government 85

ShepHyken

FEBRUARY 4, 2024

Bad Customer Service Puts $3.7 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. Here are my top five picks from last week. My Comment: Read the title again!

2024 67

2024 Article Customer Service B2B 67

ShepHyken

APRIL 24, 2023

Recent breakthroughs in artificial intelligence have dazzled C-suite executives seeking to personalize marketing, juice sales, anticipate customer needs and identify unseen risks. My Comment: I’m going to veer off the typical customer service and CX articles for this one. It has also sparked anxiety.

Article 13

Article Customer Service Loyalty Programs 2023 13

ShepHyken

JUNE 5, 2023

But when reducing overall costs, executives believe customer support just gets a trim — a little off the top — and as a result, won’t suffer any serious consequences. To them, it’s nothing sales can’t smooth over with a steak dinner and a $300 bottle of wine. Connect with Shep on LinkedIn.

Article 16

Article Customer Service 2023 Retail 16

ShepHyken

AUGUST 22, 2023

For example, if you’ve ever talked to a customer service agent who uses your name repeatedly to the point that it seems disingenuous, the effort to personalize fails. Another example came in the form of an email I recently received from a sales rep. This isn’t a traditional sales pitch. Connect with Shep on LinkedIn.

Workshop 62

Workshop Customer Service Training Customer Service Sales 62

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 52

Contact Center 2025 Call Center Average Handle Time 52

ShepHyken

APRIL 14, 2024

Acquiring new customers can be difficult, and so gaining a loyal customer who happily returns to purchase your product or service again and again not only saves the company time and resources but ensures they have steady sales for a long time to come. Connect with Shep on LinkedIn.

Net Promoter Score 78

Net Promoter Score Article 2024 Loyalty Programs 78

ShepHyken

SEPTEMBER 24, 2023

Customers, patients, clients, tenants, guests, or whatever you may call the person buying your services and products have been frustrated during these tough times. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Article 76

Article Customer Service 2023 Workshop 76

ShepHyken

AUGUST 21, 2023

Today’s customers want quick answers, personalized experiences, and zero redundant conversations. With today’s powerful marketing and sales platforms at our fingertips, there’s no excuse for falling short. It’s not just about making a sale. It’s about building trust and turning customers into lifelong fans.

Article 12

Article Hospitality Customer Service 2023 12