Beyond Philosophy

MARCH 20, 2017

Forrester Research declares 2017 the year that businesses become customer-obsessed. I have just read a great new book called Value-ology Palgrave McMillan, 2017. Turning your value proposition into effective sales and marketing messaging and content to reach potential buyers. Marketing and sales need to collaborate.

Customer centricity 344

Customer centricity Sales B2B Surveys 344

ShepHyken

MARCH 20, 2017

Why Your Sales Pitches Will Never Earn You Loyal Customers by Rachel Quetti . Building a relationship based on trust is a powerful way to not only make the sale, but to earn loyalty. Any traditional sales technique can be enhanced by “selling with service” – focusing on the relationship and adding value over anything else.

Customer Service 189

Customer Service Scripts Customer Care Sales 189

ShepHyken

JUNE 12, 2017

Equities) Loyal customers will do more than just continue to support your business through ongoing sales—they’ll also inspire others to choose you over your competitors. How Micro-Moments Are Transforming Your Customer Experience & Impacting Your Sales by Tony Bodoh. 6 Tips for Increasing Customer Loyalty by Andrew Deen.

Customer Service 201

Customer Service Metrics B2C B2B 201

ShepHyken

MAY 8, 2017

Based on insights from consumer surveys, there has never been a greater opportunity to redefine the customer experience, across marketing, sales and service. The post 5 Top Customer Service Articles For the Week of May 8, 2017 appeared first on Shep Hyken. The information in this article is relevant to any type of business.

Customer Service 204

Customer Service Airlines B2B Marketing 204

ShepHyken

OCTOBER 16, 2017

My Comment: This article starts with the following sentence: “Your frontline employees, like your sales associates, technicians and customer service reps, often know what’s wrong in your company before you do.” The post 5 Top Customer Service Articles for the Week of October 16, 2017 appeared first on Shep Hyken.

Customer Service 197

Customer Service Marketing Customer Experience Sales 197

Beyond Philosophy

SEPTEMBER 18, 2016

However, her division was just fined $185 million for opening phony accounts to hit sales product goals, actions described by the Consumer Financial Protection Bureau (CFPB), as a “ violation of trust and an abuse of trust. ” There is always pressure to make your sales goals. She departs with over $124 million in stock and options.

Banking 416

Banking Construction Accountability Sales 416

Contact Center Pipeline

DECEMBER 29, 2017

For 2017, not surprisingly, the emphasis was on people-centric topics. The end of December is a great time to reflect on the past year. It’s also a time when I like to dip into our blog statistics to see which topics appealed most to readers. Among the articles published on artificial intelligence, the chief concern […].

Metrics 140

Metrics Sales Contact Center Call Center 140

Beyond Philosophy

OCTOBER 12, 2017

Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. 87% of in-store fashion shoppers want to try stuff on, but only 34% of in-store fashion shoppers want help from sales associates. No Googling, either. Being socially responsible.

Consulting 326

Consulting Consulting Sales Surveys 326

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. I’ve done something like that most years. Instead, I’d like to kick off with something a bit more manageable. Not seventeen ideas, but just one.

Journey mapping 254

Journey mapping Customer Service Sales Personalization 254

ShepHyken

NOVEMBER 28, 2016

According to Adobe Digital Insights, Black Friday sales passed the $3 billion mark with over $1 billion of that attributed to mobile sales. This is a substantial increase in sales over last year, which leads me to believe that 2017 will be a good year for business.

Customer Service 290

Customer Service Sales Customer Experience Personalization 290

ShepHyken

MAY 14, 2019

Customers increasingly prefer to connect with companies via the phone, and phone calls have the highest conversion rate of interaction to sale. She is a member of Entrepreneurs’ Organization and was honored as the Oregon Technology Executive of the Year in 2017. About : Jill Nelson is the founder and CEO of Ruby Receptionists.

Technology 290

Technology Sales Customer Service Marketing 290

ShepHyken

NOVEMBER 21, 2016

Buffer) Imagine being able to predict the next big thing on social media, knowing what social media will look like in 2017 and beyond and how will brands use social platforms to connect with their audience. eWeek) Priorities of sales teams are facing mandates for change, thanks to intense new competition online among vendors of all types.

Customer Service 299

Customer Service Surveys Marketing Sales 299

Win the Customer

MAY 15, 2018

Abercrombie & Fitch is counting on direct-to-consumer (DTC) sales to counter the retail apocalypse, Columbus Business First reports. leases expiring over the next two years, the fashion brand saw a 4 percent increase in sales, largely thanks to direct-to-consumer sales. billion a year to $5 billion.

Sales 110

Sales Surveys Technology Management 110

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). ‘ Ian Moyse is the Sales Director at Natterbox.

Customer Experience 275

Customer Experience Big data Technology Chatbots 275

Mindtouch

OCTOBER 19, 2017

Announcing the TOP 124 Salesforce Influencers of 2017 (both listical and digital asset provided below). 2017 Top 124. Jason Paquette , Director of Sales Operations, MongoDB, Inc. — @PaquetteJason — [link]. Launa Saunders , Manager, Sales Operations, Illumina — @launasaunders — [link]. Jason Summers , Sr. Rhonda Ross , Sr.

Consulting 91

Consulting Consulting Engineering CRM 91

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 239

Government Technology Benchmark call center software 239

Centriam Customer Experience Lab

JANUARY 5, 2018

Make Shopping Enjoyable to Encourage Sales. On a previous blog , my colleague Jason shared a finding from Centriam’s 2017 Retail Study : customers who had an enjoyable shopping experience were more likely to be promoters. This finding is especially robust among millennials, the largest generation in the US.

Sales 92

Sales Customer Experience 92

Steve DiGioia

JANUARY 9, 2017

Predicting customers’ orders could increase sales and potentially reduce shipping, inventory and supply chain costs. The customer will be responsible for most of the “sales process” and manipulated in subtle ways away from their intended choice and preference towards what benefits the business. 1 retailer in the world are obvious.

Advertising 100

Advertising Self service Personalization Technology 100

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 258

Customer Experience Entertainment Sales Advertising 258

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 95

APIs Sales Surveys Analytics 95

ShepHyken

SEPTEMBER 7, 2018

Because your team holds the keys to customer relationships, you do have a unique opportunity to enable marketing and sales. The key differences were: Transparency during the sales process, including being entirely up-front about product limitations. Read Shep’s latest Forbes Articles: 57% Of Sales Reps Missed Their Quotas Last Year.

B2B 218

B2B Surveys Sales Marketing 218

Beyond Philosophy

DECEMBER 22, 2015

As they are gathering information to help in day-to-day brand decision-making, consumers want, crave, desire, seek, and value content from marketers – as long as it is reasonably altruistic, informative and objective, and minimizes the ‘look of sponsorship’ and the three most readily identifiable sales ‘P’s’: push, pitch, and puff.

Marketing 231

Marketing Engineering Consulting Consulting 231

Convoso

JULY 5, 2017

With so much at stake in every customer interaction, call center managers tend to be too reliant on old redundant policies that simply breed frustrated customers or a lack of sales. In 2017, it is now more important than ever to focus in on making sure your call center agents are focused and goal-orientated.

Call Center 0

Call Center Sales Management call center solutions 0

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

Mindtouch

APRIL 17, 2017

The answer is everybody’s—support agents, sales reps, marketers, product teams, etc.—and All the evidence points to a longer shelf life when it comes to focusing on your customer rather than your sales and renewals. The post Announcing the TOP 25 Customer Success Influencers of 2017 appeared first on MindTouch Blog.

SaaS 81

SaaS Consulting Consulting Marketing 81

Convoso

AUGUST 7, 2017

They still serve essentially the same purpose — to act as a customer service center, a sales department or both. On the surface, call centers haven’t changed much over the last few decades. But that’s just the surface. Dig a little deeper into the workings of a call center and you’ll be surprised just how much they have changed.

Call Center 120

Call Center Sales Customer Service call center solutions 120

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. Lindsay Tjepkema is the Director of Content for Emarsys.

Marketing 523

Marketing Advertising Big data Personalization 523

ShepHyken

JUNE 2, 2017

This helps… but it only adds to the scope and complexity of the service role, and can really blur the lines between business functions like sales and marketing. Service leaders have been forced to provide self-service channels, mitigate risk with pro-active initiatives, and consistently channel customers into more cost-effective mediums.

Wireless 189

Wireless Banking Analytics Call Center 189

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

Vonage

FEBRUARY 23, 2017

Dubbed the ‘ Amazon Effect ’, today’s customers — a whopping 60 percent — expect a personalized, speedy and consistent experience from every business they use, so your sales and service departments need to be ready. The post Everything you need to know about the consumer of 2017 appeared first on Blog | NewVoiceMedia.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

ShepHyken

JANUARY 8, 2018

Retail customer experience gurus, leaders and experts shared their insight with Retail Customer Experience via email as 2017 ebbed to a close. A lack of consistency destroys confidence, and that destroys sales. My Comment: The 2018 customer service and experience predictions continue to roll in.

Customer Service 0

Customer Service B2B Contact Center Technology 0

ShepHyken

NOVEMBER 29, 2021

This is because 20 percent to 40 percent of annual sales take place during the holiday season, followed by an inevitable spike in product returns. Eglobalis) Here are the best twelve books for generating business growth of 2021 that I read and can highly recommend to you, as we have been doing since 2017 with our yearly lists.

Customer Service 232

Customer Service Chatbots B2C B2B 232

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. A good rule of thumb is to analyze where the deal is in the sales process. by Boris Zecevic. Selling Software vs. Business Value.

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

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. It’s a must-have.

Technology 247

Technology Customer Service Management CRM 247

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. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options.

Contact Center 293

Contact Center Self service Banking Airlines 293

Contact Center Pipeline

AUGUST 2, 2017

If not, we’re offering a Summer Sale. The pool waters are warm and the sun is hot. That means it’s a great time to address your Summer Reading List. I sure hope Contact Center Pipeline is on it!! Promo Code, Summer17, in your shopping cart discounts all subscription […].

Contact Center 20

Contact Center Sales Call Center 20