ShepHyken

FEBRUARY 3, 2025

Plus, Vance shares examples of fundamental business transformation through amazing customer experience. Quotes: “Customer service begins before the sale. It begins with marketing, preparation, and training. It begins with the first interaction your company has with your customers.”

Marketing 201

Marketing Customer Experience Sales Customer Service 201

Beyond Philosophy

FEBRUARY 10, 2020

Nearly 20 years ago, when I started Beyond Philosophy and before Customer Experience was a well-known concept, my motivations were to create a competitive differentiator that would get more business for my clients. New Sales Growth: This area includes increases in sales, market share, or new customer acquisition.

Consulting 430

Consulting Consulting Telecommunications Entertainment 430

TeleDirect

DECEMBER 25, 2024

Industries That Benefit From 24/7 Call Centers While all industries can benefit from round-the-clock customer support, some sectors rely on it more heavily: 1. Offer real-time assistance during global sales events. Invest in Agent Training Train agents to handle diverse customer needs effectively. The result?

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

ShepHyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

Education 333

Education Personalization Customer retention Sales 333

TeleDirect

JANUARY 7, 2025

Customer Expectations for Always-On Availability In todays digital age, customers expect instant responses. A delayed response can lead to frustration, lost sales, and even a tarnished brand reputation. Boosting Customer Retention Consistent, reliable customer service builds trust and loyalty.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

ShepHyken

DECEMBER 5, 2016

My Comment: The customers’ mobile phones are increasingly more important to business as they reach out for support and make purchases over their mobile devices. This is especially important in retail as mobile sales on Black Friday exceeded one billion dollars. CMOs Can Take Responsibility For Customer Experience by Staff Writers.

Customer Service 313

Customer Service Customer retention Personalization Customer Experience 313

Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. This is where effective contact center training comes in.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

ShepHyken

APRIL 26, 2021

(ZDNeT) Customer service is experiencing a renaissance, and with the right imagination, intention, and technology, it can also become a business growth engine by driving satisfaction, sales, and loyalty. One of the main points is that customer service is becoming the face of a brand. Think about that! Thank you MattsenKumar!).

Customer Service 354

Customer Service First call resolution Contact Center Best practices 354

The Petrova Experience

JANUARY 14, 2025

Its 2025, and businesses across sectors have a customer retention problem. companies alone lose an estimated $168 billion annually due to customer attrition, as revealed in a CallMiner whitepaper. The financial implication of customer churn is staggering, with little end in sight, if unaddressed.

Customer retention 40

Customer retention Feedback B2C Metrics 40

Help Scout

MAY 12, 2021

In this article, we discuss the role of support teams in retaining customers and show how to combine high-quality, empathetic customer service with a deliberate focus on business growth. What is customer retention and how is it measured? 15 practical ways customer service teams can improve retention.

Customer retention 117

Customer retention Finance Analytics Customer effort 117

ShepHyken

FEBRUARY 5, 2019

They discuss his company, Big Ass Fans , and their approach to providing high-quality customer service to support their industry-leading products. In Shep’s Opening Monologue… He compares the profitability of customer acquisition versus customer retention.

Customer retention 226

Customer retention Surveys Sales Customer Service 226

delighted

MARCH 23, 2021

By emphasizing customer retention as a key performance indicator (KPI) for your business, you can ensure your priorities are in the right place. What’s your customer retention rate? Before you can focus on improving customer retention, you must benchmark how you’re currently doing in this department.

Customer retention 116

Customer retention Feedback Surveys Benchmark 116

Beyond Philosophy

MARCH 31, 2015

Are they technology centers, with increased reliance on self-service devices, speed, and with minimal customer interface? Are they central, and primary, points of contact and interaction, where well-trained branch staff can build relationships and long-term value? Blogs Customer Retention' Are they both? Are they neither?

Banking 310

Banking Airlines Self service Finance 310

Beyond Philosophy

OCTOBER 2, 2017

This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. And it happens in everyday customer interactions. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

Beyond Philosophy

AUGUST 16, 2018

What is the organization willing to do to support the improved Customer Experience? What should you do when you create this improved Customer Experience? What training do you need to make this happen? The result is a misaligned Customer Experience with problem areas for the customers. Otherwise, why bother?

Consulting 461

Consulting Consulting Customer Experience Customer retention 461

ShepHyken

OCTOBER 8, 2018

Customer Retention Metrics Part 2: How to Keep Loyal Customers Happy and Optimize Post-Purchase Measurements b y Alan Finlay. Relay) Improving customer retention requires looking at the customer lifecycle as a whole and searching for ways to optimize each stage. Top Five Bonus. Follow on Twitter: @Hyken.

Customer Service 226

Customer Service Customer retention Call Center Metrics 226

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Addressing increased vulnerability will take training…”. Eric Sachs.

Call Center 345

Call Center Contact Center Finance Consulting 345

Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? Poor Customer Fit.

Customer retention 94

Customer retention Sales Marketing Big data 94

ShepHyken

JANUARY 16, 2017

4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young. Salesforce) Lasting businesses are built on customer retention. So the margin for error for crafting long-term customer relationships is razor-thin. billion in sales. Lots of companies post values. This one turned them into more than $1.4

Customer Service 225

Customer Service Customer retention B2C Contact Center 225

ShepHyken

FEBRUARY 10, 2020

Customer service expert Steve Digioia has written a short and humorous article about how some companies deliver Bigfoot style customer service. How B2B Companies Can Up Their Customer Experience Game Based on Insights from Nicholas Caffentzis. KelloggInsight) Most companies focus on their own sales targets.

Customer Service 214

Customer Service B2B Customer retention B2C 214

ShepHyken

JUNE 13, 2016

Perhaps one of the most important trends is the first one, that emphasizes how self-service customer service is a viable channel. 24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands by Clutch. And as we all know, replacing an existing customer costs 7 times more than retaining them.

Customer Service 208

Customer Service Upselling Customer retention B2C 208

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. Train to Listen. This is shocking. I’m sure you have too.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

Beyond Philosophy

OCTOBER 6, 2015

The hope was the Clean Diesel would boost sales in the U.S., which accounts for only about 6% of global sales for the brand. Target and Snapchat: The Power of Customer Loyalty. 4 Ways to Gain Customers’ Trust in Data Security. They charged more for these environmentally friendly cars, too.

Banking 406

Banking Consulting Consulting Government 406

CSM Magazine

MARCH 10, 2025

SmartBear ,a leading provider of software quality and visibility solutions,is the winner of two Stevie Awards in the 19 th annual Stevie Awards for Sales & Customer Service. Based in Galway, Ireland, Joe Joyce , Solutions Architect, earned a Gold Award for Sales Engineer of the Year.

Sales 52

Sales Customer Service APIs Engineering 52

Contact Center Pipeline

AUGUST 5, 2020

a Canadian training company that helps contact centers improve their sales and customer experience results. Area of Expertise: Training contact center agents to deliver great customer service and upsell effectively for improved customer retention and higher revenue. What is your […].

Upselling 32

Upselling Contact Center Customer retention Sales 32

ShepHyken

MAY 17, 2021

My Comment: There is a difference between customer service and customer success. Customer service is about interactions between the company and the customer. Customer success is what happens after the sale that ensures your customer has a good experience – a successful experience – with what you sell.

Customer Service 216

Customer Service Customer retention Marketing Sales 216

aircall

OCTOBER 6, 2021

One of the best strategies for increasing engagement and retention is to refine your sales onboarding process. In this article, we’ll look at effective sales onboarding and how it can fundamentally improve the new hire experience for your sales professionals. Defining Effective Sales Onboarding.

Sales 117

Sales Scripts Best practices Feedback 117

TeleDirect

MARCH 15, 2025

Before deciding on the best call center service for your business, it’s essential to understand their primary functions: Inbound call centers handle incoming customer inquiries, support requests, and service-related concerns. Outbound call centers focus on outgoing customer interactions, including sales, lead generation, and follow-ups.

Call Center 62

Call Center Telemarketing Technical Support Healthcare 62

Integrity Solutions

APRIL 28, 2021

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? One of the key tenets of a customer retention strategy is that it relentlessly focuses on value creation. A 5-step roadmap to get you started.

Customer retention 86

Customer retention Employee engagement Customer centricity Metrics 86

Beyond Philosophy

FEBRUARY 24, 2015

As Professor Ryan Hamilton will be going though is our upcoming training event, “ Examining Consumer Psychology: How to Influence Customer Decisions ,” these types of theories and their implications can have a profound influence on consumer behavior. The Relationship Between Customer Experience Management and Sales.

Customer centricity 305

Customer centricity Customer retention Consulting Consulting 305

ShepHyken

MAY 13, 2024

There are several suggestions on how to be customer-obsessed, but I was especially happy to see one of his major points in all caps: EXPERIENCE IS THE NEW BRAND. In this article, we explain why businesses must understand, calculate, track, and decrease their churn rate to retain customers and grow revenue. What Is Churn Rate?

Customer Service 193

Customer Service Customer retention Metrics Advertising 193

ShepHyken

MARCH 13, 2017

The bottom line is that any business can learn about customer service from any type of business. Richard Shapiro covers three “sales phases” that can positively impact your customer’s experience. 3 Best Practices to Retain Customers and Stop Churn by Sarah Frazier. For information contact or www.hyken.com.

Customer Service 232

Customer Service Best practices Customer retention Customer Support 232

Integrity Solutions

SEPTEMBER 28, 2023

In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen. In This Post You Will Learn: What Does Customer Service Mean?

Customer Service 106

Customer Service Coaching Contact Center Banking 106

ShepHyken

JULY 26, 2019

Let’s Get Acquainted With the Term Customer Experience. Mainly referring to a customer’s perception of their overall interactions, customer experience has been considered as a critical driver of customer retention and acquisition. What is a Customer Experience Strategy? Three-times re-purchase.

Customer Experience 298

Customer Experience Feedback Customer centricity Customer retention 298

Call Center Weekly

APRIL 25, 2018

What do you think is overlooked by contact center leadership, that hinders their customer retention efforts? Customer retention is a relationship rather than an event! Too much emphasis is placed on "saving" customers. EVERY customer contact is a retention opportunity!" By then it is too late.

contact center associations 43

contact center associations Customer retention Contact Center Sales 43

Integrity Solutions

OCTOBER 8, 2024

Building rapport in sales is essential for establishing trust and fostering long-term relationships with clients. Here are some key strategies to effectively build rapport in sales: Understanding Rapport in Sales Rapport refers to a harmonious relationship where both parties understand each other’s feelings and communicate effectively.

Sales 106

Sales Scripts B2B Personalization 106

Beyond Philosophy

DECEMBER 23, 2015

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250