Create an Outstanding Client Experience with Sheryl Mays

In this episode, Create an Outstanding Client Experience with Sheryl Mays, we chat about the importance of the customer experience. Create clients for life by providing a great experience for them.

"Award-Winning Speaker Sheryl Mays Shares Tips On Customer-Centric Business Strategies"

Summary

Harry is joined by Sheryl Mays, an award-winning speaker and five-time author, to discuss customer experience and how it affects business sustainability. Sheryl recently wrote her fifth book, Make the Sale, Memorable, which is a preview book that includes activities to help readers implement her strategies. She explains how focusing on customer experience can help businesses sustain their success, and shares examples of how famous brands use customer experience to extend their services.

Sheryl and Harry are discussing the importance of customer service and how everyone within a company is an extension of sales. Sheryl explains that customer service employees should not view their roles as unimportant - they should use their personality to show that they appreciate the people who are paying the bills. To illustrate this, she shares an example from the casino industry, where the valet staff are the first people that customers meet. She explains that they shouldn't just view their job as parking cars, but rather they should be seen as the first experience of the customer. Harry agrees that this is an important topic and that customer service employees should take their role seriously.

Sheryl and Harry were discussing how customer experience is affected by the initial contact between customer and company. Sheryl highlighted that even if the customer only interacts with someone on the phone, they still have an impact on the customer's experience, as the experience is not isolated, but part of the overall culture and ecosystem of the organization. Harry mentioned how some companies take pride in answering the phone within a few rings and having a human connection, while others make it difficult to even reach a person. Sheryl agreed and added that one of the main complaints customers have is waiting times. Ultimately, Sheryl concluded that time is something you just can't give, and being able to reach a person quickly is essential for a great customer experience.

Sheryl explains how businesses should think of every person in the company as a customer, and that customer service should be a priority. She discusses the importance of eliminating customer frustrations and how this can be done proactively. Harry suggests starting with the company culture, or looking at some real-life examples of bad customer service. Sheryl then explains that the company should take the customer experience into account, and prioritize customer satisfaction for increased customer lifetime value. She also suggests training employees on how to interact with customers, and ensuring departments understand each other's roles.

Sheryl Mays

Sheryl Mays is a Chief Experience Officer, 5x Author, award-winning International

Speaker, On-Air Personality and Corporate Trainer. As the President of Rise and

Shine Consulting and Coaching Firm, she provides consulting services and training

for individuals, teams and organizations on customer experience, customer

service and customer support.

Sheryl is a contributing writer for Entrepreneur and Customer Think Magazines,

Founder of Affirm Your Truth: The Affirmation Movement, Podcast Host, The

Customers Tea and founder of Master the SALE Academy, an eLearning customer

service training platform.

Prior to becoming an entrepreneur, she served a Vice President of Admissions for

a nationally accredited career training school where she successfully led teams of

marketing professionals across of variety of geographies. She also served as the

Director of Development for several national non-profit organizations raising

millions of dollars for the organizations.

Graduated cum laude with a BS in Business Administration, Lean Six Sigma Black

Belt, Neuro Linguistic Programming Practitioner, and a Jack Canfield Certified

Trainer. She has worked on behalf of the Make-A-Wish Foundation, Orlando

Humane Society, Down Syndrome Association and Junior Achievement of Central

Florida. Presently volunteering as an alumnus for Seminole State College, a

counselor for SCORE Orlando, an ambassador for Leukemia and Lymphoma

Society and supports Glorious Hands, Girls Academy.

When not working she enjoys spending time with her family, her church,

traveling, running marathons, and taking on the trails with her two four-legged

partners.

“I empower people to do the impossible, be unapologetically bold and confident.”

https://www.linkedin.com/in/sherylmays/

https://risingandshine.com/

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