ShepHyken

JUNE 13, 2016

The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger. The Service Manager) From leveraging self-service tool for personalisation to embracing an omni-channel customer servicing, here are eight trends in customer experience that are going to be relevant to most businesses in 2016. Is it more important than sales?

Customer Service 208

Customer Service Upselling Customer retention B2C 208

ShepHyken

JUNE 27, 2016

ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. The post 5 Top Customer Service Articles For the Week of June 27, 2016 appeared first on Shep Hyken. I have added my comment about each article and would like to hear what you think too. Follow on Twitter: @Hyken.

Customer Service 185

Customer Service Metrics Customer Experience Surveys 185

ShepHyken

AUGUST 29, 2016

The 5-year-old company, which has few peers in the market, is on track to do $50 million in sales this year. The post 5 Top Customer Service Articles For the Week of August 29, 2016 appeared first on Shep Hyken. Kuiu is a hunting gear company that has a customer focused culture. Follow on Twitter: @Hyken .

Customer Service 0

Customer Service Journey mapping Contact Center Customer Care 0

Beyond Philosophy

FEBRUARY 15, 2018

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. One area we would advise them to consider will be changing their KPIs to Customer Experience and Satisfaction goals rather than sales goals.

Banking 352

Banking Accountability Consulting Consulting 352

Beyond Philosophy

OCTOBER 31, 2016

In today’s context, their Code of Ethics sounds absurd: Wells Fargo’s reputation as ‘one of the world’s great companies for integrity and principled performance’ sounds laughable in light of the scandal where employees opened millions of fraudulent customer accounts to hit product sales goals over the past 10 years.

Banking 0

Banking Consulting Consulting Sales 0

Beyond Philosophy

SEPTEMBER 28, 2016

Moreover, 200 million of them are up for sale by a hacker named “Peace.” Sometimes, you only found out when the information appears with a “For Sale” sign on it. It’s because 500 million of Yahoo’s account users’ names, email addresses, telephone numbers, birth dates, scrambled passwords, and security questions are in the wind.

Accountability 419

Accountability Big data Sales Consulting 419

Beyond Philosophy

NOVEMBER 7, 2016

Philadelphia area McDonald’s donate 100% of the income generated from coffee sales to a local youth homeless shelters. In nearby Delaware, McDonald’s owners across the state have a Coffee with a Cause program that uses 50% of the net coffee sales to support a charitable organization chosen in the area by owner/operators.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

Beyond Philosophy

FEBRUARY 21, 2020

Brand personification is a fundamental principle of the concept of Conversational Commerce first introduced in 2016 by Chris Messina, tech expert, and inventor of the hashtag. Conversational Commerce is a way to describe how customers interact with brands on social media and other channels to move them through the sales cycle.

Chatbots 395

Chatbots Consulting Consulting Technology 395

Beyond Philosophy

DECEMBER 12, 2016

billion in sales, representing 12% growth for Cyber Monday sales in 2015. Learn more about the psychology behind customer behavior and other compelling concepts for business, in our latest book The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016).

Consulting 392

Consulting Consulting Sales Customer Experience 392

Beyond Philosophy

MAY 15, 2017

We have to look beyond the marketing and sales automation processes that we have been focusing on in the past years and connect with our customers. When it comes to digital marketing, empathy will lead to sales. For companies that are still not seeing the big picture, the 2016 Nielson Report, Global Connected Commerce , could help.

Omni-channel support 333

Omni-channel support Sales Marketing Technology 333

Beyond Philosophy

DECEMBER 8, 2015

The post Eyes On The Customer Experience Prize: Will 2016 (Finally) Be The Year Of The Emotionally-Driven Employee Ambassador? This, as noted, is the tip of the employee emotion, attitude, and behavior research insights iceberg. There’s a lot more to tell. appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Brand ambassadors 170

Brand ambassadors Customer Experience Enterprise Feedback 170

Call Center Weekly

APRIL 6, 2018

In my upcoming book, out this fall (I am still arguing with my editor over the title), I look at sales by what I call the BLEND principle. I need to close 10 new sales! Their thoughts and opinions matter on your way to a sale. And they treated me like a number instead of a customer. It is an emotional exchange as well.

Sales 136

Sales Scripts Personalization Customer Experience 136

Kayako

JANUARY 7, 2016

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ll be covering these areas throughout 2016 so be sure to subscribe to our blog newsletter to stay at the top of your support game this year. 2016 is an exciting year for support. They want now!

Customer Support 56

Customer Support Self service Consulting Consulting 56

Beyond Philosophy

SEPTEMBER 5, 2016

… gone to the market to buy milk and then left with 12 other items you saw once you were at the store (like cookies that were on sale)? and then justify irrationally (“The cookies were on sale, so I bought them!”). Like I said, humans are irrational by nature—especially when they are Customers! People buy emotionally (“Look!

Consulting 0

Consulting Consulting Sales Customer Experience 0

Beyond Philosophy

FEBRUARY 29, 2016

Customers say they bought cookies at the store because they deserved a treat—not because they were positioned at eye level and on sale! This understanding comes from a field called Behavioral Economics, and the topic of my next book, (Palgrave Macmillan, 2016). The post Industry Secrets Leaked – Predicting Customer Behavior!

Coaching 279

Coaching Consulting Consulting Customer Experience 279

Beyond Philosophy

OCTOBER 4, 2018

Cognitive depletion is a concept we discussed in our book, The Intuitive Customer (Palgrave Macmillan, 2016). Often, this client would close a sale that night only to receive a phone call the following day where the customer would have second thoughts. To listen in, please click here. Cognitive What?

Government 353

Government CRM Personalization Customer Experience 353

Vonage

AUGUST 30, 2016

We’ve kicked off our Dreamforce 2016 prep with a Gold Sponsorship, and we’ve officially launched our microsite , which details our party, booth information and meeting details. Here are just a few ways you can connect with NewVoiceMedia at Dreamforce 2016. . And this year promises to be our biggest Dreamforce yet.

Sales 86

Sales Analytics Personalization Customer Experience 86

Amity

FEBRUARY 2, 2016

The Best Customer Success Resources of 2016. February 9-11 - SaaStr Annual 2016. Customer Success Summit 2016 promises 2 days of interactive sessions, practitioner best practices and networking to master the business of customer success. May 10-12 - Pulse 2016 Conference. Have a suggested link we should add?

SaaS 80

SaaS Education Customer retention Sales 80

Vcaretec

JUNE 6, 2022

Mobile Shopping Device sales for tablets and smartphones have seen massive increases every single year for the past 5 years and 10 years, respectively, and mobile shopping behavior is catching up. Is your team planning to shift customer care strategies and expand the scope of customer support in 2016?

Customer Care 97

Customer Care Customer Support Customer Service Sales 97

Beyond Philosophy

MAY 16, 2016

We are also guilty of thinking if we can just get that promotion, achieve that sales goal, get that brass ring, then we will be happy. Because the instant we get the promotion, hit the sales goal or grab the brass ring, we move the target. Big CX Idea for 2016: Not Despite But Because.

Consulting 0

Consulting Consulting Sales Personalization 0

Win the Customer

JULY 13, 2016

’s largest chain store, has decided to stop playing music in its stores following feedback from customers, the retailer announced at the end of May 2016. These retailers’ move away from muzak reflects an awareness of the impact subtle psychological elements of store atmosphere can have on sales.

Sales 97

Sales Marketing Feedback Customer Service 97

CX Global Media

OCTOBER 22, 2018

Joe currently heads Coca-Cola’s Inside Sales and Service team with that business-to-business sales and reactive service calls to over 77,000 CCBCC customers. In 2016, he and his wife launched the Amani Marie Foundation , a non-profit organization focused on economic mobility in the Charlotte, NC community.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

JustCall

APRIL 13, 2020

Start with your remote sales teams, first. In this blog, we will share some hacks and tips sales teams can follow, as they work from home. We spoke to a few leaders and experts from across industries to understand what remote sales practices, and hacks they are using. Tips, Tricks, and Hacks for Remote Selling.

Sales 98

Sales CRM Chatbots Analytics 98

ShepHyken

FEBRUARY 17, 2017

According to research done by Shopify in 2016 : the mental gap between reading a review and making a decision to purchase from a business is ridiculously small, and typically results in a yes/no decision almost immediately. These reviews are then used to help continually improve the business, build trust, and boost sales.

Customer Service 234

Customer Service Feedback Sales Marketing 234

Eptica

OCTOBER 28, 2016

Date: Friday, October 28, 2016 Turning service into sales with chat. Published on: October 28, 2016. Introducing chat changes this, with the channel driving proven additional sales and revenues. ” Chat helps sales in four key ways: 1. ” Chat helps sales in four key ways: 1. The result?

Sales 79

Sales Multichannel Abandon rate Upselling 79

Beyond Philosophy

MAY 24, 2016

A recent Keller Fay blog, for example, reported results from the 2016 Edelman Trust Barometer, an annual survey which measures the public’s trust in business, government, and institutions. 82% use word-of-mouth marketing techniques to increase brand awareness, and 43% expect this form of marketing to directly increase sales.

B2B 236

B2B Government B2C Consulting 236

ShepHyken

JANUARY 27, 2017

If you work for an SMB, have someone from inside sales or marketing handle a live chat on your company’s website during business hours. In 2016, major companies had some very public blunders due to customers sharing their bad customer service experience on social media. It’s a must-have. Live Chat or Chat Bots. Real-Time Support.

Technology 242

Technology Customer Service Management CRM 242

Callminer

DECEMBER 17, 2019

Sales Pursuits. Should your company need to put more effort into handling sales-related activities such as order management and appointment scheduling, it can help tremendously to pass this work on to a dedicated team. .” A surprising number of call centers are headquartered in the U.S. ” – E.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Call Center Weekly

NOVEMBER 9, 2017

a Canadian training company that helps contact centers improve their sales and customer retention results. A call center expert, Mike serves on the Advisory Council of the Greater Toronto Area Contact Center association, and was Master of Ceremonies for their 2012-2014 and 2016 Annual Conferences. Web site | Twitter | LinkedIn.

Contact Center 149

Contact Center contact center associations Banking Education 149

Beyond Philosophy

DECEMBER 12, 2017

Target Corporation has had a number of challenges over the past few years, from abruptly closing all of their Canadian stores to a 2016 earnings shortfall, plummeting stock price, and a rather negative sales outlook for 2017 (first quarter EPS was 6% lower than first quarter 2016).

Customer Experience 150

Customer Experience Construction Consulting Consulting 150

TechSee

APRIL 10, 2018

Gartner reports that the worldwide customer management BPO market is expected to grow at a compound annual growth rate (CAGR) of over 5.2% (CAGR 2016 through 2021). The 2016 Global Outsourcing Survey by Deloitte revealed that clients now expect enhanced and specialized services from outsourced consultants. Capturing the opportunity.

Call Center 139

Call Center Technology outsourcing Self service 139

Beyond Philosophy

DECEMBER 16, 2021

If your digital experience isn’t quite ready for this role in the sales cycle, you should get it there. . Dajani built it in this first three years with the company back in 2016, working with his cross-functional team called the Customer Experience Steering Committee (see what they did there?). Customers like it.

Sales 195

Sales Consulting Consulting Customer Experience 195

Win the Customer

SEPTEMBER 5, 2017

billion in 2016, will expand at a compound annual growth rate of 10.16 Over eight percent of small businesses suffered burglary or theft in 2016, a survey of 1,000 small business owners by Insureon found. percent of sales, according to the National Retail Federation. Generating Marketing and Sales Data. retailers $45.2

Surveys 115

Surveys Sales Marketing Analytics 115

Noble Systems

DECEMBER 18, 2018

Success in today’s business environment is ever-changing — with heightened competition, growing buyer complexities and a lack of understanding of what it really takes to build a world-class sales organization. The study provides a list the 12 top practices of world-class sales organizations.

Gamification 75

Gamification Sales Contact Center Business Process Outsourcing 75

aircall

FEBRUARY 23, 2022

We’ve been building richer conversations together since 2016—and this partnership expansion is just one way we’re continuing to increase productivity and empower sales and support teams to have more impactful conversations, by: Having all the information at their fingertips, which allows for a smooth experience as soon as the phone rings.

Customer centricity 127

Customer centricity CRM Sales Customer Experience 127

Beyond Philosophy

NOVEMBER 22, 2017

In Episode 4, ‘ Building a Business With Purpose’ , from a recent (October, 2016) series of business strategy videos her company produced, entitled “The Entrée”, she said: “It’s really trying to tap into something deeper and capture the hearts and minds of your people … It’s pride, and you want that as a leader.

Banking 223

Banking Enterprise Consulting Consulting 223

aircall

OCTOBER 25, 2018

Alex has a professional background in creating and leveraging targeted sales enablement content to produce qualified leads and increase sales efficiency. The growing buzz around sales enablement. Up until a few years ago, sales enablement was not a function that warranted any serious attention.

Sales 75

Sales B2B Outbound sales SaaS 75