Beyond Philosophy

APRIL 18, 2017

Traditional sales advice says that it’s easier to keep a past customer than to get a new one, and so there’s been a proliferation of customer loyalty programs over the past few years. In every other category, from breakfast cereals to personal care items to laptops, at least two thirds of people shopped around.

Sales 310

Sales Consulting Consulting Customer emotions 310

ShepHyken

AUGUST 9, 2019

Let me share a few tips from my personal experiences of how you can achieve this with absolute ease. If you choose to continue giving to your customers long after you have made a sale; with only one purpose and that is to benefit them – they will become your fans! That’s how they have me hooked! Yes, you read that right!

Feedback 308

Feedback Sales Accountability Personalization 308

ShepHyken

DECEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. The post Guest Blog: Why Customer Satisfaction Is a Myth appeared first on Shep Hyken. There is a big difference between satisfied customers and loyal customers.

Customer emotions 310

Customer emotions Marketing Customer Experience Customer Service 310

ShepHyken

OCTOBER 21, 2016

This week on our Friends on Friday guest blog post my colleague, Merrick Rosenberg, explains how important it is for salespeople to incorporate personality style into the selling process. I have always been fascinated by personality styles and feel they can be a helpful tool for building strong customer relationships.

Sales 312

Sales Personalization Analytics 312

ShepHyken

MAY 31, 2019

A well-planned customer experience strategy can have an impressive impact on your organization, increasing customer satisfaction, reducing churn, and ultimately boosting sales, growth and profitability. Give your brand a strong personality. Make sure that your brand has a memorable personality. What is the customer experience?

Customer Experience 311

Customer Experience Feedback Construction Personalization 311

ShepHyken

JUNE 7, 2019

Our employees are able to provide a personalized level of service powered by our award-winning technology platform that helps us to deliver attention to detail that consistently differentiates us. Make it personal. A small, personalized gesture can lay the foundation for a long-lasting relationship. Make It Personal.

Customer centricity 312

Customer centricity Advertising outsourcing Chatbots 312

ShepHyken

NOVEMBER 11, 2016

This week on our Friends on Friday guest blog post my colleague, Andy Masters, shares a story that demonstrates the importance of doing a little something extra for someone with very little effort and time. The post Guest Blog: Create Amazing Impacts with 15 Minutes and 15 Dollars or Less appeared first on Shep Hyken. Shep Hyken .

Entertainment 290

Entertainment Morale Sales Personalization 290

ShepHyken

JUNE 9, 2017

The most effective way to do this is to make every experience these customers have with your brand as personal and engaging as possible. Collecting Customer Data to Personalize Your Marketing Campaigns. There’s nothing necessarily wrong with focusing strictly on making a sale and moving on to the next customer.

Personalization 268

Personalization Surveys Sales Marketing 268

ShepHyken

OCTOBER 26, 2018

A short time later, another hotel staff person came into the room, looked around and left. Keynote speaker and sales, service, and leadership consultant Tim Richardson works with corporate clients, associations, and the hospitality and private club industry to help them unlock the blocks to effective sales, service, and leadership.

Consulting 294

Consulting Consulting Sales Marketing 294

ShepHyken

FEBRUARY 22, 2019

This personal WeWork story created a new relationship directly because of their focus on customer satisfaction. Stacy Sherman is a Customer Experience & Digital Marketing professional with a proven track record of increasing sales & loyalty at B2B & B2C companies of all sizes & budgets.

B2C 290

B2C B2B Customer centricity Employee engagement 290

ShepHyken

SEPTEMBER 15, 2017

AIM will allow brands to dive deep the realm of keyword search, blogs, customer surveys, social media profiles and all sorts of other online data. Marketers can then analyze that data without manually going through more information than any one person, or even team should have to on their own.

Marketing 533

Marketing Advertising Big data Personalization 533

ShepHyken

OCTOBER 19, 2018

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots. Customers receive far deeper personalization that they were used before.

Customer Service 280

Customer Service Automotive Airlines Chatbots 280

ShepHyken

FEBRUARY 15, 2019

This week we feature an article by Heather Hamilton who shares why investing in a point of sale (POS) system can empower your staff and improve the employee experience. – Shep Hyken. Investing in a point of sale (POS) system is a game changer for your retail business. It helps them personalize their service.

Sales 245

Sales Personalization Feedback Management 245

ShepHyken

SEPTEMBER 21, 2018

They benefit from the personal touch, an email complaint will often be dealt with via email only, which can be okay, but consider offering a phone call. Customers today want and expect service and when needed, personal service and engagement with a human. Maybe you should personal shop yourself? ‘45%

Customer Experience 279

Customer Experience Big data Technology Chatbots 279

ShepHyken

JUNE 28, 2019

These assistive technologies provide employees with hints, prompts, tips and even personalized promotions based on real-time, dynamic interpretation of what the customer needs or would find appealing. The superagent can easily shift between channels such as video, voice and text to make each interaction sound authentic and personal.

Contact Center 296

Contact Center Self service Banking Airlines 296

ShepHyken

MAY 11, 2018

Business are recognizing the importance of creating a balance between the two sales funnels. Apart from convenience, the one factor that will define and underline customer loyalty is personalization. Everyone, including you and me, love the personalization. Read Shep’s latest Forbes Articles: Would You Do That To Your Mother?

Customer Service 271

Customer Service B2B Customer centricity SaaS 271

ShepHyken

FEBRUARY 9, 2018

Positive body language – A person slouching their way through the store, with a sour or surly facial expression doesn’t look approachable. Train your sales team using the right technology. Asking the right questions will give you valuable insights for improving sales and building brand advocacy. Set goals.

Customer Service 416

Customer Service Morale Sales Coaching 416

ShepHyken

NOVEMBER 23, 2018

Personal tastes vary in how individuals rank these elements in order of importance, but specifying them allows companies to deliberately improve their support setup over time – be it through tools, people, or organization. , shorter sentences, and minimize commas and dependent clauses. Next, practice structuring your sentences.

Customer Support 276

Customer Support Customer effort Self service Metrics 276

ShepHyken

MAY 24, 2019

One of the other problems with surveys, in general, is that you cannot necessarily rely on the honesty of the person taking it. If you are trying to get answers to ten questions, for example, you can ask one rotating question per person. Are they being honest? That question does not have to be the same for each respondent.

Surveys 285

Surveys Customer Service B2B SaaS 285

ShepHyken

JUNE 1, 2018

Boosts Your Sales and Conversions. One of the major benefits your organization can reap from the use a live chat software is an increase in sales and conversions. This is because customers receive instant and personalized answers that’ll keep them glued to an organization’s services. Boost overall sales.

Customer Support 278

Customer Support Sales Marketing B2B 278

ShepHyken

JANUARY 12, 2018

From clients and customers commenting on our blog. When I hear a script, I wonder if the person can help me. No personalized engagement. Hard to do with no personalized engagement. Pushy sales techniques. Very little turns off customers much faster than pushy sales techniques. Your customers will thank you.

Customer Service 257

Customer Service Scripts Customer Experience Personalization 257

ShepHyken

NOVEMBER 9, 2018

If you’re not familiar with the concept of using a virtual web assistant, consider how beneficial it would be to pass on busy assignments and day-to-day process to an experienced personal assistant, while you concentrate on higher-level department strategies and development. Calendar Scheduling. Reporting and Email Follow Ups.

CRM 255

CRM Enterprise Benchmark outsourcing 255

ShepHyken

JULY 26, 2019

A sum of every interaction a customer has with a business this includes both pre and post-sales. One of the best ways is to create a customer persona and don’t forget to give each persona a name and personality. Optimizing for an emotional connection can increase overall sales growth to a great extent. Three-times re-purchase.

Customer Experience 302

Customer Experience Feedback Customer centricity Customer retention 302

ShepHyken

DECEMBER 21, 2018

Personalize customer service. Showing concern and care for their problems and making the interaction more personalized helps in improving customer satisfaction. Prasad Reddy is a Marketing Analyst at Agile CRM , an All-in-One CRM with Sales, Marketing and Service automation in a single platform. .

CRM 258

CRM Best practices Customer Service Metrics 258

ShepHyken

NOVEMBER 29, 2019

It allows brands to understand their customers’ needs, motivations, and personalities and then use this data to serve them content specifically for them. By serving personalized product suggestions, you can increase the relevance of your brand with visitors. . Read Shep’s latest Forbes article: .

Technology 274

Technology Customer Experience Complaint resolution Gamification 274

ShepHyken

APRIL 19, 2019

Couple that with the fact that the average person gets distracted in just eight seconds, and it becomes clear why collecting customer feedback can be so tough. Wondering if that new promotion is actually driving sales? The post Guest Blog: The Art of the Survey – Why one question is more than enough appeared first on Shep Hyken.

Surveys 277

Surveys Feedback Customer Experience Sales 277

ShepHyken

AUGUST 16, 2019

When trust is lacking, the team won’t be as successful because the blindfolded person might be too suspicious and timid to move. Set aside time at the beginning of the game to discuss what the comic will be about and what each person will draw. Did you change communication methods depending on the person you were talking to?

Personalization 240

Personalization Marketing Customer Service Sales 240

Beyond Philosophy

FEBRUARY 16, 2015

I’m grateful to my colleague, Richard Vanderveer, for making readers of his blog aware of an insightful report – Return on Word of Mouth, or WOM/ROI – recently issued by the Word of Mouth Marketing Association (WOMMA). Study objectives also addressed fundamental issues: How much of sales, or other tangible objectives, is driven by WOM?

Marketing 398

Marketing Advertising B2C Customer advocacy 398

Beyond Philosophy

APRIL 18, 2024

Listen to the podcast: Personalization is a key element in doing business today. However, getting too personal can be off-putting in some situations. So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out.

Personalization 195

Personalization Advertising Technology Marketing 195

ShepHyken

MARCH 30, 2018

The trigger for sending such questionnaire also matters: is it sent to every person you had a conversation with or to a specific sample? Knowing that referral usually is the best yet most uncontrollable vector of sales, the NPS calculates the probability that a customer would recommend your brand.

Customer Experience 232

Customer Experience Average Handle Time Customer Care Customer centricity 232

ShepHyken

JANUARY 4, 2019

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. Secondly, there should be a balance between professionalism and personality when it comes to interacting with customers. This also includes a good understanding of the business.

Customer Service 217

Customer Service Calibration Feedback Sales 217

ShepHyken

FEBRUARY 21, 2020

He shares tactics to help ensure a point-of-sale system will enhance the customer experience. POS (point of sale) or POP (point of purchase) – a place where customer orders and payments are processed, makes one of the most significant parts of the customer experience. Why Point of Sale Matters So Much?

Sales 195

Sales Customer Experience Marketing Personalization 195

ShepHyken

OCTOBER 25, 2019

All the scripts in the world won’t mean anything if the person delivering them doesn’t fit. Training means your agents will perform better and feel like their job is making them a more complete person. The post Guest Blog: Hiring and Leadership to Improve CX in Your Call Center appeared first on Shep Hyken. Recruitment.

Call Center 192

Call Center Scripts Contact Center Advertising 192

Beyond Philosophy

SEPTEMBER 18, 2016

However, her division was just fined $185 million for opening phony accounts to hit sales product goals, actions described by the Consumer Financial Protection Bureau (CFPB), as a “ violation of trust and an abuse of trust. ” There is always pressure to make your sales goals. She departs with over $124 million in stock and options.

Banking 416

Banking Construction Accountability Sales 416

Beyond Philosophy

JANUARY 20, 2020

Sometimes people say no to sales offers out of habit. The scientific name for it is Escalation of Commitment, but it is also the basis of many sales techniques, and it is an excellent way to get your customers to say yes. . Escalating Commitment into a Sale. There are ways to overcome these habits.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

Beyond Philosophy

SEPTEMBER 30, 2021

Our listener wants help convincing his team that using a free trial will help sales. So, yes, offering a free trial could increase sales by activating the Endowment Effect. . So, it’s easy to imagine that this free trial would increase sales. One of our podcast listeners wrote to us with a problem. The Trials of Trials.

Sales 195

Sales Advertising Customer centricity Accountability 195

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 Personalization Sales Technical Support 341