ShepHyken

JANUARY 4, 2017

To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” A customer’s sales journey is different than a service or support journey. The interactions a customer has on your company’s website will be different than over the phone or in person. It’s everyone’s job.

Journey mapping 252

Journey mapping Customer Service Sales Personalization 252

ShepHyken

SEPTEMBER 21, 2018

.’ – (Source: American Express Customer Service Barometer 2017). Customers tell an average of 15 people about a poor service experience , versus the 11 people they’ll tell about a good experience.’ – (Source: American Express Customer Service Barometer 2017). ‘ Maybe you should personal shop yourself? ‘45%

Customer Experience 273

Customer Experience Big data Technology Chatbots 273

ShepHyken

SEPTEMBER 15, 2017

The 2017 Warc Toolkit, produced in association with Deloitte Digital, reports that 58% of CMOs around the world predict within the next five years, AI will need to be a necessary part of marketing strategies in order for a brand to succeed. That data gives marketers the knowledge required to build compelling messaging and advertising.

Marketing 517

Marketing Advertising Big data Personalization 517

AWS Machine Learning

DECEMBER 4, 2024

Its sales analysts face a daily challenge: they need to make data-driven decisions but are overwhelmed by the volume of available information. They have structured data such as sales transactions and revenue metrics stored in databases, alongside unstructured data such as customer reviews and marketing reports collected from various channels.

APIs 99

APIs Sales Surveys Analytics 99

Steve DiGioia

JANUARY 9, 2017

Two lanes with a person and 2 lanes each with 4 self checkout terminals. An example, according to whatis.techtarget.com , Facebook’s News Feed uses machine learning to personalize each member’s feed. Predicting customers’ orders could increase sales and potentially reduce shipping, inventory and supply chain costs.

Advertising 100

Advertising Self service Personalization Technology 100

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. If we talk about smart or intelligent apps, businesses that are into customer service or sales are the ones who have been witnessing continuous growth. Shep Hyken.

Government 236

Government Technology Benchmark call center software 236

Callminer

FEBRUARY 23, 2021

In 2017, Microsoft uncovered most people contact a company using three separate channels.” Sales and service are being brought together as one. Aligning sales and service helps customer service agents deliver more personalized customer experiences, which naturally leads to better business outcomes.

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

AUGUST 14, 2020

It’s not just about interaction with sales or customer service. In 2017, insurance firm John Hancock offered Apple Watch to its life insurance policyholders at a discounted rate. Post-sale monitoring. The best way to retain these consumers and ensure repeated sales is by reaching out to them after completing the sales procedure.

Customer Experience 256

Customer Experience Entertainment Sales Advertising 256

Mindtouch

OCTOBER 19, 2017

Announcing the TOP 124 Salesforce Influencers of 2017 (both listical and digital asset provided below). This list reflects the top 124 influencers who can walk the talk when it comes to accelerating customer engagement with Salesforce (see bottom of page to register and meet them in person). 2017 Top 124. Jason Summers , Sr.

Consulting 91

Consulting Consulting Engineering CRM 91

ShepHyken

JUNE 28, 2019

Gartner estimates that by 2021, 15 percent of all customer service interactions will be completely handled by AI, an increase of 400 percent from 2017. There are times when consumers need to talk to a real person for reassurance, or for interactions requiring instinct, nuance and flexibility as part of the issues resolution process.

Contact Center 291

Contact Center Self service Banking Airlines 291

bold360 Blog

FEBRUARY 6, 2019

Sales reps were the main source of product information, guiding prospects toward a purchase via phone conversations and in-person meetings. Today’s B2B buyers shop for business solutions just like they shop for personal products. Chatbots are helping companies deliver this kind of personalization at scale.

B2B 82

B2B Personalization B2C Chatbots 82

ShepHyken

JANUARY 27, 2017

2017 looks to be an important year for the four major CRM players (Microsoft, Salesforce, SAP, Oracle) as they continue to innovate their products and compete for market share. 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. Relationships = revenue.

Technology 244

Technology Customer Service Management CRM 244

Mindtouch

APRIL 17, 2017

We compiled the list of 2017’s TOP 100 Customer Success Strategists who are well known and reputable around the world so that you can: Easily find a community of thought leaders in one place. David Mihala , Oracle, HCM Sales Director Italy/Spain/Portugal & HCM Alliance & Channel South Europe Team leader, @dmihala, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Vonage

FEBRUARY 23, 2017

This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors. The 2015 Global State of Multichannel Customer Service Report indicates that customers are more comfortable than ever making purchases without the help of a sales rep.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

Integrity Solutions

NOVEMBER 2, 2018

The three most common SaaS sales challenges can be overcome and lead to breakthrough levels of success. Anyone who’s been in sales will tell you: The job comes with some unique challenges. The bottom line: Think less about the feature and more about the personal and business impact for the customer. by Boris Zecevic.

SaaS 77

SaaS Sales Coaching Customer Care 77

aircall

FEBRUARY 13, 2017

Sales calls are a necessity for every business. Yet, over the past 20 years the sales process has evolved a great deal and sales people were forced to adapt. Every type of organization has suffered the impact from SMBs to large companies or sales consultants. How sales has changed in the past years. That’s huge!

Sales 83

Sales Customer centricity Coaching CRM 83

Kayako

JANUARY 5, 2017

These are the five ways of providing premium customer support software to meet your customer expectations in 2017: 1. A mobile-first mindset for your customer service and sales support is essential for you to be competitive. Provide personal and proactive social customer support. Zappos (@zappos) January 3, 2017.

Omni-channel support 38

Omni-channel support Customer Experience Customer Service Multi-channel support 38

ShepHyken

JUNE 8, 2018

When our users ask how to combine photos in Photofox (our artistic photo editing app) or ask something as simple as how to change settings, we started attaching a personalized screen recording to accompany our explanation. This kind of customer support will guarantee your end goal — more sales. Open up channels of communication.

Customer Support 197

Customer Support Brand ambassadors Scripts Customer Care 197

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). Top 10 WOW Customer Service Stories From 2017.

Customer Experience 150

Customer Experience Construction Consulting Consulting 150

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Customer centricity 61

Customer centricity Contact Center Call Center outsourcing 61

CallSource Insights

OCTOBER 16, 2018

Let’s pull some numbers from 2017 to see how fake reviews affect dealer revenue. Therefore, dealers with any negative online reviews in 2017 could have lost half their potential customers. Dealerships sold approximately 1,045 new vehicles last year, and each sale earned them about $2,100, so dealerships profited nearly $2.2

Sales 69

Sales Automotive Personalization Management 69

Fonolo

NOVEMBER 21, 2017

Below is a list of the contact center acquisitions that we think were the most impactful in 2017. This transaction actually closed in December of 2016, but we’ll let it sneak in to 2017 because it is so significant. The 800 person company resells products from over 300 technology vendors and claims over 7000 customers.

Contact Center 129

Contact Center Abandon rate Call Center Technology 129

CrazyCall

JANUARY 21, 2019

The world of sales has been changing over the past few decades. With the growth of new software and technology, new types of sales processes have come into play. One of those “new” forms is inside sales, which, according to accounts such as this one by Salesloft , is growing 15 times faster than outside sales.

Telemarketing 87

Telemarketing Sales Scripts Gamification 87

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). personalization. Wade Wiant , Vice President of Sales and Channels at Mediu. of companies. omnichannel. self-service. mobile apps. Ian Jacobs.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

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. . respondents (34%) chose ‘Automated Telephone System (IVR)/inability to reach a live person for customer support.’”

Call Center 207

Call Center outsourcing Contact Center Finance 207

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

Taylor Reach Group

MAY 1, 2020

Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). If your customers are part of a particular Sales Rep’s book of business, you may want to check with Sales before making calls. Talk to Them.

Consulting 140

Consulting Consulting Surveys Feedback 140

Aspect

DECEMBER 27, 2017

What happened in 2017, and what will 2018 bring? Most contact centers go through a formal RFP/tender process for new investments, and because chatbots got lots of mainstream media attention in both 2016 and 2017, budgets have indeed formed in 2017. The result will be more personalized and productive interactions.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. When: Today, 19 July 2017. The 2017 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

TechSee

APRIL 10, 2019

Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

ProProfs Blog

NOVEMBER 29, 2019

Improved Sales. customer service interactions via legacy channels like phone and email fell by 7% over the course of 2016 and 2017. 44% of online consumers say that having questions answered by a live person during an online purchase is one of the most important features a website can offer. (Source: Inc ) Tweet this.

Wait times 135

Wait times Customer Support Transportation Sales 135

Fonolo

DECEMBER 12, 2018

By 2020, 30 percent of all B2B companies will employ artificial intelligence (AI) to augment at least one of their primary sales processes. In this instance, AI will not replace sales people but support them in their daily activities: The technology could ask questions like, “Is today a good day to call company x?”

Gamification 116

Gamification Airlines Contact Center B2B 116

Talkdesk

NOVEMBER 13, 2017

San Francisco had a busy week at Dreamforce 2017 last week. Here’s a quick rundown of some of Talkdesk’s activities from Dreamforce 2017: #1: Gadi Shamia shared five crazy ideas for transforming customer experience to a packed breakout session. Find out how Matt reshaped Peloton’s inside sales process to optimize for rapid growth. #5:

Contact Center 4

Contact Center Sales Analytics Coaching 4

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. What: Releases 2017 Contact Center Workforce Management Product and Market Report. When: Today, 21 March 2017. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Joe Rawlinson

AUGUST 9, 2017

The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 In an economy where customer experience is key to staying ahead of the competition, these numbers mean most companies need to improve their customer service to avoid losing sales to rivals. Engage Customers With More Personalized Service.

Customer Service 104

Customer Service virtual call center Self service Analytics 104

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48

ProProfs Blog

OCTOBER 31, 2018

In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. It takes thorough data gathering and researching about your target audience to create a personalized interaction with them. The shock does not come from Best Buy’s annual boost in sales. Personalized Engagements.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160