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The Link Between Sales and Customer Experience

ShepHyken

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 227
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Unlocking Success: 8 Powerful Strategies to Drive Sales Through Others

Beyond Philosophy

Before we get into that, let’s remember a foundational element of success in marketing and sales tactics: before you plan and execute, think about what you want to get out of it. Colin has conducted numerous educational workshops to inspire and motivate your team. I would then get a cut of all the pens sold via that link.

Sales 195
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Three Customer Service and CX Metrics Every Employee Needs to Understand

ShepHyken

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. Connect with Shep on LinkedIn.

Metrics 375
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The Difference Between What Customers Want and What They Need

ShepHyken

And guess what happens when they practice helpful behavior versus typical sales behavior? They make the sale. In these examples, the salespeople cared as much – maybe more – about me than the sale. And by the way, selling with service is a great sales strategy! Trust was created. Connect with Shep on LinkedIn.

Sales 307
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Win the Customer, Not the Argument

ShepHyken

The best people in customer service, sales, or any frontline customer-facing job avoid escalating a confrontation to the level of a dispute. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

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“We Deliver Amazing Customer Service”: The Difference Between Perception and Reality

ShepHyken

They should be looking for the experiences their customers receive during peak hours or in the middle of the night, what a sales call is like compared to a customer service call, and more. Finally, leaders should spend time on the front line, either shadowing (listening in) on customer support calls or taking the calls themselves.

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Why the Marketing Budget Should Include Customer Service Training

ShepHyken

Traditionally, that is marketing and sales. Typically, companies spend a lot of money training salespeople, which often falls under the sales budget, not the training budget. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Marketing 235