Beyond Philosophy

JANUARY 29, 2021

” People read books and watch TED talks that tell us how people changed this one small thing, and sales went up by 50 percent. What to Do with This Information in 2021. To summarize, here is the one thing to improve your Customer Experience in 2021: Stop looking for the silver bullet. There isn’t one.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

ShepHyken

OCTOBER 5, 2022

Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. This is where sales and customer service collide. This is where sales and customer service collide. And by the way, you will enjoy this story even if you’re not in sales. . Here’s the short version.

Sales 316

Sales Customer Service Advertising Customer Experience 316

ShepHyken

FEBRUARY 12, 2021

The pandemic made these elements even more crucial in 2020 and will continue to do so into 2021. Customer Support Channels to Develop in 2021. The key going into 2021 is to take a lesson from effective project management – provide one point of contact for your clients. Going into 2021, consumers want to simplify their lives.

Chief Customer Officer 294

Chief Customer Officer Call Center Consulting Consulting 294

ShepHyken

JUNE 7, 2021

That question has accounted for millions and millions of extra sales. The post 5 Top Customer Service Articles of the Week 6-7-2021 appeared first on Shep Hyken. Depending on how you promote your products or services, you may have to adjust your marketing strategies. My Comment: “Would you like fries with that?”

Customer Service 349

Customer Service Customer centricity B2B Upselling 349

ShepHyken

FEBRUARY 22, 2021

The state of customer-centricity after a year of monumental change: Predictions for 2021 and beyond by Greg Heist. shares his insight on why, in the quest to achieve customer-centricity in 2021 and beyond, retailers must stay in tune with customers to ensure experiences are as emotionally in touch as they are functionally touchless.

Customer Service 280

Customer Service Customer centricity Construction Customer Experience 280

ShepHyken

MAY 3, 2021

Their CEO and Founder Chuck Surack places the experience over the sale. The post 5 Top Customer Service Articles of the Week 5-3-2021 appeared first on Shep Hyken. This company is on my radar. They are an amazing example of customer service and CX, and there is much to learn about this brand. Follow on Twitter: @Hyken.

Customer Service 288

Customer Service Entertainment Banking Marketing 288

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. Best New Customer Experience and Design Books – 2021 List by Ricardo Saltz Gulko. The post 5 Top Customer Service Articles of the Week 11-29-2021 appeared first on Shep Hyken.

Customer Service 229

Customer Service Chatbots B2C B2B 229

ShepHyken

MAY 17, 2021

Customer success is what happens after the sale that ensures your customer has a good experience – a successful experience – with what you sell. The post 5 Top Customer Service Articles of the Week 5-17-2021 appeared first on Shep Hyken. My Comment: There is a difference between customer service and customer success.

Customer Service 216

Customer Service Customer retention Marketing Sales 216

ShepHyken

AUGUST 23, 2021

The content can focus on valuable information, how to best use products, and even special sales. The post 5 Top Customer Service Articles of the Week 8-23-2021 appeared first on Shep Hyken. It’s about creating a better experience for the customer through valuable information. Follow on Twitter: @Hyken.

Customer Service 49

Customer Service CRM Marketing Customer Experience 49

Integrity Solutions

JANUARY 18, 2021

This past year laid bare some critical underlying selling skills and cracks in their sales pipeline that sales leaders were able to ignore or avoid while focusing on more immediate concerns. In fact, your success in 2021 depends on it. It’s also clear that the shift to a remote sales model isn’t just a temporary fix.

Sales 123

Sales Coaching B2B Metrics 123

ShepHyken

AUGUST 30, 2021

A well-balanced customer experience strategy can impact every area of the business, enabling better sales/marketing/operational outcomes. Linkedin Pulse) The evolution of B2B sales is being influenced not just by advances in sales technology and the proliferation of virtual selling, but by outside forces as well.

Customer Service 43

Customer Service B2B Benchmark Personalization 43

TechSee

JANUARY 4, 2022

As 2021 comes to a close, TechSee takes a look back on a memorable year, as detailed in the ‘Year in Review’ article below. Check out our year in review infographic for a visualization of TechSee’s 2021. 2021 Year in Review. Check out our year in review infographic for a visualization of TechSee’s 2021.

Self service 109

Self service Upselling Enterprise Big data 109

ClientSuccess

NOVEMBER 24, 2020

Thanks to the unique situation that 2020 presented to us, customer success industry leaders can be ultimately prepared for what 2021 will bring – even if things don’t go quite as planned. Here are 3 predictions for 2021 that will help customer success teams and leaders alike strategize, plan, and prepare: . Interested in learning more?

SaaS 113

SaaS Finance Metrics CRM 113

Nextiva

JANUARY 2, 2021

The post 5 New Year’s Resolutions in 2021 With Your Customers In Mind appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog. With this in mind, it’s up to your team to figure out how to cater to customers in a way […].

voip 128

voip Surveys Sales Customer Experience 128

Fonolo

APRIL 1, 2021

Explore Contact Center Trends for 2021. There are several trends on Blair’s radar for 2021. Heled the charge at the UK’s largest motor association and insurance brand, becoming Head of Sales and Service where he was responsible for over 6 million customers and several hundred employees. Watch Kristyn Emenecker on CX4Now ?

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

ShepHyken

MAY 3, 2021

Their CEO and Founder Chuck Surack places the experience over the sale. The post 5 Top Customer Service Articles of the Week 5-2-2021 appeared first on Shep Hyken. This company is on my radar. They are an amazing example of customer service and CX, and there is much to learn about this brand. Follow on Twitter: @Hyken.

Customer Service 156

Customer Service Entertainment Banking Marketing 156

ShepHyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Estimations show that about 78% of consumers on a transaction did not choose to make an intended sale. . In this post, we shall compare five customer expectations in 2021 to their reality. Follow up with customers after-sales.

Customer Experience 264

Customer Experience Advertising Employee engagement Customer centricity 264

Contact Center Pipeline

MARCH 18, 2022

We entered 2021 with a new U.S. However, 2021 has turned out to be […]. administration and fresh ideas about the regulatory role of the federal government.

Government 130

Government Contact Center Telemarketing Sales 130

ShepHyken

APRIL 2, 2021

of all sales. in the first quarter of 2020, and expected to continue to rise throughout 2021. However, according to Stella Connect’s Customer Service Trends for 2021 report , 80% of survey respondents prefer to talk to a real support agent, versus figuring out the issue with self-service options. In the U.S.

Customer Service 296

Customer Service Self service Metrics Average Handle Time 296

VirtualPBX

NOVEMBER 18, 2021

Navigating the Small Business Saturday 2021 Shopper Experience. Positivity is on the horizon for those ready for Small Business Saturday 2021. The National Retail Federation forecast that holiday sales during November and December expect to increase between 8.5 2020 was a challenging year on so many levels. The good news?

Personalization 98

Personalization Sales Marketing Customer Service 98

TechSee

FEBRUARY 16, 2021

This is underlined by a January 2021 survey , where 65% of U.S. Going into 2021, new trends are emerging that are helping field services provide their customers with efficient service, while still keeping a firm eye on their bottom line in a challenging economic environment. Investment in remote support.

outsourcing 109

outsourcing Upselling Surveys Technical Support 109

Netomi

SEPTEMBER 20, 2021

AI powered chatbots are also capable of automating various tasks, including sales and marketing, customer service, and administrative and operational tasks. Without further ado, let’s take a look at the best AI chatbots for 2021 and beyond. What makes Netomi one of the best AI chatbots of 2021? Multi-lingual.

Chatbots 126

Chatbots APIs Surveys Analytics 126

Tethr

JULY 26, 2021

At the beginning of 2021, our research leaders took a look back at the trends that surfaced over the course of the pandemic year, and made some predictions about the future. Cultivate sales opportunities. As we identified in our study earlier this year on inbound sales , your unstructured data is a gold mine of sales insights.

Analytics 111

Analytics Inbound sales Self service Contact Center 111

Spearline

AUGUST 17, 2021

ITW 2021 will be packed with discussions, connections, collaborations and communities from around the globe. Contact us Should you have any questions about number testing, and the Spearline platform, please do not hesitate to contact us at sales@spearline.com or give us a call on +353 28 51460 – we would love to hear from you!

Sales 98

Sales 98

ChurnZero

OCTOBER 5, 2021

Last week we had the much anticipated opportunity to sponsor, attend, and speak at the in-person 2021 SaaStr Annual conference. David Carnes (@davidpcarnes3) September 27, 2021. Customer Success begins in Sales and needs to be part of your funnel. Patrick Baynes (@PatrickBaynes) September 27, 2021. saastrannual.

SaaS 95

SaaS B2B Customer retention Sales 95

Fonolo

FEBRUARY 24, 2021

When you first start a business, everything is on you – from accounting to customer service to sales. The post Your Guide to Call Center Outsourcing in 2021 first appeared on Fonolo. However, as you grow your business, you can’t focus on everything internally. This is especially the case with customer service and customer care.

outsourcing 134

outsourcing Call Center Telecommunications Technical Support 134

OctopusTech

APRIL 27, 2021

In 2021, enterprises want to achieve the goals planned in the last year. Thus, Customer support outsourcing is the key to attain a new record in sales and customer retention. Thus, new trends reshaping CX design emerged in 2021, demanding diversity in CX strategies. Real-Time Omnichannel Support.

outsourcing 101

outsourcing Chatbots Customer Support Self service 101

VirtualPBX

JULY 15, 2021

Our Advanced Call Reports update for July 2021 brings you several more report types and new filter options to customize how you use that tool. There are many report templates you can choose, and with the Advanced Call Reports update for July 2021, we’ve added four new templates to the list. Calls By Number Type. New Filter Controls.

Call Logging 98

Call Logging Sales Management Customer Service 98

Outsource Consultants

SEPTEMBER 14, 2021

But why would anyone worry about potentially high sales volume? The most powerful technology pairings in 2021 include call deflection, AI, and automation systems that work in harmony. Emphasizing self-service via call deflection allows you to automate customer engagements across sales, support, product info, etc. —

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Nicereply

DECEMBER 28, 2021

We are incredibly thankful you joined us on the ride through 2021. Even though the pandemic continued bugging us throughout 2021, we’ve enjoyed an inspiring year full of quality content that helped thousands of support representatives. 5 Most Favorite Blog Posts Published in 2021.

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards. Read below to learn about the awards and meet this year’s winners.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

ChurnZero

SEPTEMBER 8, 2021

In response, some organizations have slatted in-person events for the tail end of 2021. . Top Three In-Person Conferences for Customer Success Professionals to Attend in 2021. SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA. Register for SaaStr Annual 2021 here. . Register to attend TSW 2021 here. .

Personalization 95

Personalization SaaS Upselling B2B 95

Spearline

JULY 13, 2021

At Spearline, many of our customers have contact centers situated worldwide, used for customer service, sales, and product information. Ultimate.ai’s ‘Navigating Customer Service 2021: The Year of Transformation’ free guide explores how COVID impacted the customer service industry. Data security and privacy.

Contact Center 98

Contact Center Telecommunications Surveys Analytics 98

Integrity Solutions

MAY 25, 2021

To ramp up sales performance and strengthen your sales pipeline, you have to develop your salespeople’s confidence; inspire them to be more proactive; improve their ability to build trust and rapport in an increasingly digital world; and equip them to engage in buyer-centric, results-driven conversations.

Sales 118

Sales Consulting Consulting Marketing 118

ChurnZero

JANUARY 8, 2021

Based on our recent Customer Success Leadership Study (releasing early January 2021), 54% of survey respondents have a Chief Customer Officer (CCO) or Vice President (VP) of Customer Success as their highest Customer Success leadership position within their SaaS organization. Staci Satterwhite, Chief Customer Officer, Khoros.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

Integrity Solutions

JUNE 18, 2021

Being a coach for sales teams has never been more important. Here are 10 sales coaching articles that can inspire new thinking, motivate your sales leaders and ultimately move the needle on your sales team’s performance. When your sales leaders hear the word “coach”, what comes to mind for them?

Coaching 96

Coaching Sales Transportation Employee engagement 96

ShepHyken

JANUARY 10, 2022

If your customers aren’t satisfied with their buying experience, it won’t matter how good your marketing is, how many leads you receive, or how well your sales funnel converts new customers–they won’t come back. Top Sales & Marketing Book 2021 by Top Sales Awards. My Comment: This article hits two areas.

Customer Service 201

Customer Service Upselling Sales Customer retention 201