ShepHyken

DECEMBER 12, 2023

Customer service and customer experience (CX) are more than what happens after the sale. 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. I’m often asked to be the keynote speaker at sales meetings.

Sales 249

Sales Customer Experience Customer Service Customer Support 249

ShepHyken

DECEMBER 9, 2022

And more importantly, how can you ensure that it’s not costing you sales? And how can you make sure that your customer journey meets or exceeds those expectations? . There are a few key ways to ensure that your customer journey meets or exceeds customer expectations. What do customers expect from contact centers? .

Sales 315

Sales CRM Contact Center Customer retention 315

ShepHyken

DECEMBER 31, 2024

Ensuring that marketing messages, sales pitches, and delivered services align is important in setting customer expectations, helps avoid misunderstandings, and ensures a smoother customer experience. A well-handled negative review can sometimes enhance a company’s reputation more than a positive review.

Feedback 229

Feedback Customer Service Service level Marketing 229

AWS Machine Learning

DECEMBER 3, 2024

Syngenta and AWS collaborated to develop Cropwise AI , an innovative solution powered by Amazon Bedrock Agents , to accelerate their sales reps’ ability to place Syngenta seed products with growers across North America. For sales representatives, it empowers them with deeper insights, enabling more informed recommendations.

Sales 109

Sales APIs Engineering Analytics 109

ShepHyken

DECEMBER 17, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies integrate their sales and support teams to enhance customer interactions? How can small businesses enhance customer support after a sale? Customer experience doesn’t stop after a sale.

Chief Customer Officer 156

Chief Customer Officer Surveys Feedback CRM 156

ShepHyken

DECEMBER 22, 2024

A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before. Customers find information quickly, and it is generally accepted as a good experience that meets the customers expectations.

Customer Service 193

Customer Service outsourcing Customer Support Chatbots 193

Integrity Solutions

MARCH 11, 2025

Improving sales performance is key to business growth, particularly in a constantly changing environment. Last year, Salesforce reported 67% of sales reps surveyed didn’t expect to meet their quota, and 84% missed it the previous year.

Sales 52

Sales Metrics CRM Coaching 52

Totango

OCTOBER 14, 2024

Key takeaways : Sales leaders should ask potential customers about the outcome they need to achieve to be successful. Starting with an outcome focus makes it easier for sales leads to kick off an entire customer lifecycle, rather than just a quick handoff. This blog shares a few key takeaways.

Sales 62

Sales Upselling Engineering Enterprise 62

ShepHyken

SEPTEMBER 28, 2021

Utilizing Customer Experience as a Sales Tool. Shep Hyken interviews Paul Reilly, a professional speaker, sales trainer, and author of Selling Through Tough Times. During times of uncertainty, customers want consistent and predictable experiences that meet their standards. How does customer experience impact sales?

Sales 373

Sales Customer Experience Customer Service Personalization 373

ShepHyken

APRIL 30, 2021

He writes about using technology to meet the evolving needs of customers and preparing for future disruptions.?. Today, as organizations reel out of the effects of the pandemic, they are increasingly returning the focus on customer service to meet the evolving needs of their customers and also prepare for future disruptions.? .

Customer Service 375

Customer Service Chatbots Analytics Upselling 375

ShepHyken

NOVEMBER 20, 2020

By coaching to handle every situation amazingly well, you can improve reputation and get more sales/. The workshops are customized to meet the unique needs of your employees. Remember that employee education should be an ongoing process to keep service quality high and hit sales goals. Bi-weekly one-on-ones.

Customer Service 375

Customer Service Chatbots Education Feedback 375

TMP Direct

NOVEMBER 25, 2024

The festive season is a prime opportunity for businesses to maximize sales, as many customers embark on shopping sprees, eager to find the perfect gifts. However, this excitement often meets a significant hurdle: Cart Abandonment. A friendly nudge or offer of help can be the deciding factor in converting an abandoned cart into a sale.

Sales 52

Sales Business Process Outsourcing outsourcing Chatbots 52

Beyond Philosophy

JULY 25, 2020

You can also see it in business situations, like when a sales manager criticizes a sales representative for missing quota, which may or may not be within the sales representatives’ control. Your experience design should meet those expectations, or you could end up with an “area of conflict” with customers.

Advertising 393

Advertising Sales Consulting Consulting 393

CSM Magazine

JANUARY 29, 2025

A sales funnel that prioritizes the customer isn’t just beneficialits essential. Heres how you can craft a sales funnel that puts customers at the heart of everything you do. Connect with Multiple Decision-Makers Sales is rarely a one-person game, especially in B2B environments. What does this mean for your sales funnel?

Sales 52

Sales Brand ambassadors B2B Customer centricity 52

CSM Magazine

NOVEMBER 29, 2024

Offering the choice of an audio-only meeting can significantly improve accessibility, efficiency, and overall wellbeing for all participants involved. Here’s why allowing audio-only meetings is not just thoughtful, but sometimes essential. Improves Focus and Productivity Video meetings can sometimes lead to distractions.

Morale 52

Morale Coaching Personalization Sales 52

ShepHyken

OCTOBER 20, 2020

Focus on the Customer, Not the Sale. Work to solve your customers’ business needs without trying to make a sale. Work to solve your customers’ business needs without trying to make a sale. Companies must be ready to meet their customers on these new channels and provide a consistent consumer interaction experience.

Customer centricity 73

Customer centricity Engineering Consulting Consulting 73

ShepHyken

MARCH 12, 2021

He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. Increasing online prospects, lead generation and sales. Consumer interactions have changed as well.

B2B 385

B2B Journey mapping B2C Telecommunications 385

ShepHyken

JULY 12, 2022

Shep Hyken interviews Julius Robinson, Chief Sales & Marketing Officer at Marriott International. He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations. Empowering Your Team to Deliver a Great Customer Experience.

Sales 299

Sales Marketing Customer Service Technology 299

Beyond Philosophy

NOVEMBER 22, 2018

I do it to ensure I want to make the purchase and not merely susceptible to a sales technique. For example, my colleague Professor Ryan Hamilton of Emory University has a friend who only buys fish that is on sale at the market. Her theory is that it is on sale because it is the freshest fish. This rule works well for me.

Airlines 370

Airlines Sales Customer Experience Marketing 370

Beyond Philosophy

MARCH 31, 2020

So I waited a number of days but as the flight approached it was an exhausting and time-consuming experience, trying different numbers in different sales offices, writing e-mails no one bothered to reply to before I was able to convert my flight into an open-ticket one, for which I received no confirmation.

Airlines 499

Airlines Healthcare Government Self service 499

Beyond Philosophy

NOVEMBER 27, 2017

They focus on the right areas in team meetings. Natural companies use the team meeting to focus on the experience. Many companies, if not most, focus on sales and performance in team meetings and company communications.

Customer centricity 400

Customer centricity Consulting Consulting Customer Experience 400

Beyond Philosophy

DECEMBER 6, 2019

When you’re having your regular management meetings, where are the Customer Experience and the customer stats listed on the schedule? Are you too focused on sales revenue? Sometimes, the only time senior management ever deals with customers is when there is a significant sale on the line. Is it in there at all?

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

CSM Magazine

OCTOBER 23, 2024

Titus Jumper, CEO, Founder of Sales-Hub When I started my career in sales at 19, working in telecom retail and knocking on doors, I never imagined I’d eventually lead a team at the bleeding edge of AI, virtual assistants, and customer service. I quickly noticed how deep the dissatisfaction ran. That’s where Jovee AI comes in.

Sales 52

Sales Customer Service Chatbots Contact Center 52

TeleDirect

JANUARY 7, 2025

TeleDirects 24/7/365 secure call center service is designed to meet these challenges head-on, providing businesses with reliable, efficient, and secure communication solutions. A delayed response can lead to frustration, lost sales, and even a tarnished brand reputation. Minimize downtime with instant troubleshooting.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

ShepHyken

APRIL 14, 2021

Start by calling a meeting. In all, it will probably take at least two or three meetings. Leadership should be there along with other employees with varied responsibilities, from sales, support, finance, and more. It’s actually pretty simple, but that doesn’t mean it’s easy. So let’s jump right into it.

Finance 377

Finance Customer Service Sales Customer Experience 377

ShepHyken

OCTOBER 7, 2020

In other words, you could have done something to meet or even exceed the customer’s expectations, but failed to take advantage of the opportunity. The sales rep that sells the customer what they ask for instead of what they really need is a perfect example of customer disservice. Let me share some examples to make this crystal clear.

Customer Service 420

Customer Service Accountability Sales Personalization 420

AWS Machine Learning

OCTOBER 29, 2024

Professionals in a wide variety of industries have adopted digital video conferencing tools as part of their regular meetings with suppliers, colleagues, and customers. These meetings often involve exchanging information and discussing actions that one or more parties must take after the session.

Engineering 112

Engineering APIs Sales Enterprise 112

Beyond Philosophy

FEBRUARY 8, 2020

Chief amongst the approach is by providing a Customer Experience that meets your customers’ needs, even the ones they are not entirely aware they have. Meeting these unmet needs is the foundation of what we call customer-driven growth, which is growth powered by exemplary Customer Experiences. So, how do we get growth?

Consulting 355

Consulting Consulting Marketing Customer Experience 355

Integrity Solutions

FEBRUARY 14, 2025

Love is in the air, and while chocolates and roses are great, we’re here to celebrate something just as powerful: sales training! By taking a relationship-centered rather than transactional approach, sales professionals are able to build long-term customer loyalty and trust, which translates into stronger business impact.

Sales 52

Sales Personalization 52

ShepHyken

SEPTEMBER 7, 2023

Companies that are able to meet these expectations will be able to retain more customers and increase satisfaction, which can ultimately lead to more revenue growth. Emphasize the importance of collecting and acting on feedback , as well as sharing results with product, sales, and marketing teams.

B2C 349

B2C Customer centricity Feedback Upselling 349