ShepHyken

JANUARY 8, 2018

Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in. A lack of consistency destroys confidence, and that destroys sales. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 0

Customer Service B2B Contact Center Technology 0

ShepHyken

SEPTEMBER 24, 2018

Three core ingredients of the perfect human-digital blend for B2B sales by Michael Viertler. The post 5 Top Customer Service Articles for the Week of September 24, 2018 appeared first on Shep Hyken. Here are ten ways that Hubspot nails customer service and CX. Follow on Twitter: @Hyken.

Customer Service 231

Customer Service B2B Contact Center Technology 231

ShepHyken

FEBRUARY 5, 2018

SuperOffice) Today we’re excited to release our new study: The 2018 Customer Service Benchmark report, which is a study of how 1,000 companies handle customer support. 10 Ways to Improve Your Customer Service and Increase Sales Performance by Hassan Mansoor. No doubt there is a connection between sales and service.

Customer Service 38

Customer Service B2C Benchmark B2B 38

ShepHyken

FEBRUARY 19, 2018

SearchCRM) CRM sales and service automation can drive down costs when they drive customer self-service. Mindflash) The secret is out: 2018 has been declared the “Year of the Customer” — and there is a list of surprising statistics about the customer experience to support this claim. Follow on Twitter: @Hyken.

Customer Service 210

Customer Service Self service Chatbots CRM 210

ShepHyken

JANUARY 15, 2018

Making Customer Experience Your Marketing and Sales Magnet by Chuck Sykes. The author of this short article makes three important points to emphasize that customer service, marketing and sales have merged to create an experience that helps customers make buying decisions, and at the same time, makes them feel good about those decisions.

Customer Service 0

Customer Service Surveys Banking Marketing 0

ShepHyken

OCTOBER 8, 2018

” Even what happens after the sale is made. The post 5 Top Customer Service Articles for the Week of October 8, 2018 appeared first on Shep Hyken. Let’s take a closer look at how you can achieve this with specific tactics and strategies. Follow on Twitter: @Hyken.

Customer Service 226

Customer Service Customer retention Call Center Metrics 226

ShepHyken

JUNE 25, 2018

(Forbes) According to the Center for Retail Management at Northwestern University, up to 15% of a business’s most loyal customers account for 55% to 70% of a company’s total sales. The post 5 Top Customer Service Articles for the Week of June 25, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 216

Customer Service B2B Personalization Enterprise 216

ShepHyken

APRIL 2, 2018

Sales & Happy People, Guaranteed: Customer Support That Works by Lightricks. My Comment: Do you want more sales? The post 5 Top Customer Service Articles For the Week of April 2, 2018 appeared first on Shep Hyken. Medium) Ever been put on hold for three hours? Do you want happier customers? Yes and yes!)

Customer Service 137

Customer Service Self service Surveys Scripts 137

ShepHyken

JULY 2, 2018

Number one is my favorite of the three: Don’t just think about the sale. Think about what happens after the sale. The post 5 Top Customer Service Articles for the Week of July 2, 2018 appeared first on Shep Hyken. My Comment: Here is a list of three ideas that will make you and your company stand out.

Customer Service 189

Customer Service B2C Feedback B2B 189

ShepHyken

MARCH 28, 2018

The sales & marketing departments may get customers in the door. Shep Hyken (@Hyken) March 17, 2018. Ian Spindley ( @IanSpindley ) responded with the following comment: As far as you know, has #industry always called it sales & #marketing (just because it flows/sounds better)? Shep Hyken (@Hyken) March 17, 2018.

Customer Experience 160

Customer Experience Advertising Marketing Sales 160

ShepHyken

SEPTEMBER 10, 2018

Personalize Customer Service To Boost Sales Opportunities by Michael Mink. ” My Comment: A personalized customer experience increases sales. The post 5 Top Customer Service Articles for the Week of September 10, 2018 appeared first on Shep Hyken. Good information for your support center! Please continue to wait on hold.”

Customer Service 35

Customer Service Customer Care Chatbots Personalization 35

ShepHyken

FEBRUARY 23, 2021

In 2018, the Department of Justice said business websites are also considered places of public accommodation. After surveying over 10 million web pages, 98% of those pages failed to be completely accessible. The ADA (Americans with Disabilities Act) states that public places of accommodation need to be accessible to everybody.

Morale 71

Morale Advertising Surveys Technology 71

VocalCom

DECEMBER 4, 2017

In the past few years, many companies have recognized the power of AI for revolutionizing the sales and customer service processes. Here are five ways blended AI may transform customer service and sales in 2018. Sales will increase. Artificial intelligence eliminates many of the barriers that inhibit sales growth.

Sales 0

Sales Contact center software Contact Center Self service 0

Aspect

DECEMBER 27, 2017

What happened in 2017, and what will 2018 bring? Accordingly, I expect to see a range of new solutions see the light of day in 2018; solutions that bring the old solutions like Interactive Voice Response (cue the robotic ‘press 1 for English’ script) into the 21 st century, on a channel people actually like to use. Let’s have a look.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

ShepHyken

DECEMBER 11, 2018

The Interview with Ty Collins: In July 2018, a 25% import tariff forced Rad Power Bikes to increase their prices. Because they created a unique experience and were transparent with their customers about the price increase, this did not affect sales. Quotes: “Customer service continues beyond the sale.” – Ty Collins.

Sales 283

Sales Customer Service Marketing Personalization 283

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. Her second book is due Fall 2018. And they treated me like a number instead of a customer.

Sales 136

Sales Scripts Personalization Customer Experience 136

Beyond Philosophy

FEBRUARY 15, 2018

For those of you who aren’t familiar with Wells Fargo’s nefarious activity, thousands of bank employees opened bogus accounts to hit their sales goals from 2011 to 2016. One area we would advise them to consider will be changing their KPIs to Customer Experience and Satisfaction goals rather than sales goals. Money.cnn.com.

Banking 352

Banking Accountability Consulting Consulting 352

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 data-based insights from our 2018 B2B Buying Disconnect report will show you why: Buyers don’t trust vendors. Read Shep’s latest Forbes Articles: 57% Of Sales Reps Missed Their Quotas Last Year.

B2B 215

B2B Surveys Sales Marketing 215

Call Center Weekly

SEPTEMBER 11, 2018

Kathryn Frankson is a B2B event sales and marketing professional at UBM. With the amplification of social and more market choices than ever, it’s important to remember that customer experience is most successful when all departments contribute.

B2B 235

B2B Customer Experience B2C Banking 235

VocalCom

JANUARY 15, 2018

While creating great customer experiences will remain a primary goal in 2018, the manner in which technology and humans work together to deliver this outcome continues to evolve. This fact makes personalization a must for every company, for both customer service and sales practices. According to Marketing Insider Group, 78% of U.S.

Contact center software 50

Contact center software Chatbots Finance Contact Center 50

CrazyCall

APRIL 9, 2019

There are dozens of hundreds of rankings devoted to sales influencers and experts across different industries and the world in general (we’ve also published one ). We’ve decided to remedy the situation and created a list of 18 saleswomen who in our view play an essential role in the world of sales. Tiffani Bova. Tiffani Bova.

Sales 133

Sales Consulting Consulting Coaching 133

Fonolo

MAY 10, 2018

In 2018, companies, platforms, and users alike are keeping an even closer eye on privacy and, importantly, verified, trusted, and accurate content. It’s happening: We’re collectively witnessing a “Frankenstein moment” on social media, and within the Internet in general. On the agenda?

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

ShepHyken

FEBRUARY 9, 2018

Train your sales team using the right technology. Some key sales technology to consider are: Customer Relationship Management (CRM) software – this allows you to track and manage your customers as they move through the sales funnel. Read Shep’s latest Forbes Article: Business Lessons From NAMM 2018 And The Music Industry.

Customer Service 403

Customer Service Morale Sales Coaching 403

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. ” – Megan Wells, Call Center Turnover Statistics In 2018 , Daily Pay; Twitter: @ailypay.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Vonage

MARCH 26, 2018

Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. We recently partnered with Bluewolf and Salesforce for a webinar on how today’s best service organizations are enabling those types of interactions, and the trends they will be focusing on in 2018.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Companies do marketing, sales and CRM – the customer does the experience! Every each of them answered the following questions: How do you see the future of customer experience? How to overcome those challenges?

Customer Experience 121

Customer Experience Customer centricity Education Consulting 121

Call Center Weekly

NOVEMBER 1, 2018

Kathryn Frankson is a B2B event sales and marketing professional at UBM. And as someone who sat through financial meetings dressed as Lucille Bluth from Arrested Development I can attest to the fact that you can have plenty of fun and get the job done.

B2B 185

B2B Coaching Sales Marketing 185

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. It means that support is respected as a profit-center in your company—as it should— and that engineering, marketing, and sales teams dip in with useful information to help customer support out.

Customer centricity 101

Customer centricity Customer Service Self service Chatbots 101

AWS Machine Learning

APRIL 6, 2023

For this engagement, they sought to generate monthly sales forecasts for new and existing products across different material groups and business lines. In this post, we demonstrate how the MLSL and NXP employed Amazon Forecast and other custom models for long-term sales predictions for various NXP products. “We

Sales 110

Sales Metrics APIs Marketing 110

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. Participants were asked to name the one change that would have the largest positive impact on their customer support strategy in 2018… Survey Responses Reveal Trends to Improve Customer Support. Some questions were straightforward. Improved Communication.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

ShepHyken

APRIL 20, 2018

You may already have customer service staff in your organization, reacting and responding to customers at certain points of contact (hotel check-in, restaurant visit, after-sales phone call, responding to online reviews ). According to the 2018 ReviewTrackers Online Reviews Survey , 63.6 This is likely to happen online.

Customer Experience 204

Customer Experience Benchmark Education Surveys 204

Fonolo

JUNE 14, 2018

2018 is game time. In 2018, becoming a winning company with a devoted fan base is no easy feat. Put your hands firmly on the controls and press ‘Start’ on the top CX trends you need to be watching in 2018. It’s time to look at your customers as teammates rather than as opponents. And: It’s time for you to win.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

GetFeedback

MAY 5, 2019

So, if you make them choose between a good product and a good after-sales service, you’re not on the right path. . Good products keep customers interested, but after-sales service keeps them loyal. And allowing your business to not address customers’ after-sale needs, you’re ruining the future of your brand.

Sales 111

Sales Feedback Best practices Customer Service 111

aircall

AUGUST 1, 2018

Vacations — and other OOO moments — provide sales professionals with a unique opportunity to gets some needed relaxation but also to enhance their job-related knowledge base. Sales is a study in motivational psychology. Good sales professionals have an idea of how to turn opportunities created into deals won. Don’t panic.

Sales 82

Sales Entertainment B2B SaaS 82

Call Center Weekly

OCTOBER 15, 2018

Sales teams need to build relationships and get attention where buyers are. Content is the currency of the modern sales person. Marketers, arm your sales teams with valuable tools and talking points that aren’t related to an ask. Kathryn Frankson is a B2B event sales and marketing professional at UBM.

Real estate 143

Real estate B2B Sales Marketing 143