ShepHyken

APRIL 28, 2024

For context, these are the customers who continue to buy from you over and over again, and should account for the majority of your total sales. 10 Ways to Nurture Customer Confidence by Katie Navarra (The Ascent) Customer confidence drives sales and supports long-lasting loyalty among customers.

Customer Service 185

Customer Service Advertising B2C Big data 185

ShepHyken

APRIL 14, 2024

Those forces from the days of the pandemic look to continue well into 2024 as stubborn inflation and higher interest rates continue to burden brands and retailers, which are faced with the unenviable task of balancing increasing costs with what consumers can bear.

Customer Service 193

Customer Service B2C B2B Customer Experience 193

Beyond Philosophy

DECEMBER 7, 2023

For example, you might see customer service using it with chatbots and sales using it to manage inbound calls and various inbound requests. The post Which Is The Better Customer Experience in 2024? What I don’t see is an overall strategy for how to implement AI across the organization, which results in siloed attempts.

Customer Experience 221

Customer Experience Chatbots Customer centricity Education 221

VirtualPBX

JANUARY 8, 2025

2024 was an especially momentous year at VirtualPBX. We loved serving you in 2024 and are eager to help you build even better business connections in 2025. We kicked off 2024 with the launch of our new product, AirDial POTS Replacement in January and have seen impressive results. To them we extend our most sincere gratitude.

Real estate 64

Real estate Contact Center Technical Support Feedback 64

24-7 InTouch

OCTOBER 28, 2024

Winnipeg, MB – October 28, 2024 – IntouchCX, a global leader in contact center and technology solutions, has been recognized as a Major Contender in Everest Group’s Customer Experience Management (CXM) Americas PEAK Matrix® Assessment 2024.

Inbound sales 52

Inbound sales Technical Support Engineering Technology 52

ShepHyken

AUGUST 25, 2024

Sales and Service: Selling Doesn’t Stop at the Sale by SmallBizClub (SmallBizClub) In many businesses, sales and service are viewed as two distinct functions: sales is seen as the starting point, where the initial transaction occurs, and service kicks in post-sale to address customer needs and ongoing issues.

Customer Service 216

Customer Service Customer centricity Chatbots Self service 216

ChurnZero

DECEMBER 19, 2024

We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! 2024 Onboarding Hero: Ollie, a Next Glass company Ollie used ChurnZero journeys and plays to enhance their onboarding process for time-pressed customers. Here’s who they are, and how they did it.

Surveys 52

Surveys Accountability Feedback Government 52

Momentum Telecom

MAY 30, 2024

“We are incredibly honored to have Momentum’s Microsoft Teams Phone recognized as the 2024 Unified Communications Product of the Year,” said Rick Garcia, EVP of Product & Modern Workplace at Momentum. Momentum was also recently recognized as a 2024 Internet Telephony Product of the Year winner for SD-WAN.

Advertising 116

Advertising Customer centricity Marketing Enterprise 116

ShepHyken

FEBRUARY 12, 2024

Wondering how your approach to customer experience leads to tangible outcomes like increased sales, customer retention, and referrals? My Comment: This article is from Social Media Examiner, which puts on the Social Media Marketing World conference in San Diego, CA (Feb 18-20, 2024).

Customer Service 180

Customer Service Self service Personalization Customer retention 180

Beyond Philosophy

NOVEMBER 9, 2023

Statistic #1: Gallup Analytics says companies that apply the principles of behavioral economics can outperform their competition by 85% in sales growth and more than 25% in gross margins. You can skip acquisition, proving your trust, and onboarding, making it a more accessible sale for the company. This supports the last one, too.

Customer retention 195

Customer retention Sales Consulting Consulting 195

Totango

MAY 7, 2024

Both CS and Sales leaders agree: Retention is the #1 priority. Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. But there’s a problem. Use your words Talk to each other!

Sales 103

Sales Upselling Metrics Accountability 103

VirtualPBX

OCTOBER 24, 2024

One of the newest products in the VirtualPBX family of communications, AirDial , has been recognized by TMC Labs with an Innovation Award for 2024. The City of New York Fire Department (FDNY) The Fire Department of the City of New York (FDNY), record ID # 2024-TMFRAL-001851-VRNC, for connecting fire alarm panels.

Wireless 52

Wireless Transportation industry standards Enterprise 52

ShepHyken

JANUARY 14, 2024

Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. My Comment: This article starts with findings from 300 retail sales associates interviewed for the Voice of Retail Sales Associate report. My Comment: This week, we start with an article on trust.

Customer Service 155

Customer Service Best practices Metrics Banking 155

ShepHyken

MAY 19, 2024

Good reviews can increase sales, while negative reviews may dissuade a customer. I have added my comments about each article and would like to hear what you think too. My Comment: Ratings and reviews are very important in the customer experience world. My CX research has findings in alignment with this report.

Customer Service 216

Customer Service Government Banking Customer centricity 216

CSM Magazine

DECEMBER 2, 2024

a leading global CX technology and services innovator for AI-enabled CX with solutions from TTEC Engage and TTEC Digital, today announced that TTEC Digital has completed the first phases of a successful global sales process optimization program with Westcon-Comstor , a global technology provider and specialist distributor.

Sales 52

Sales CRM Consulting Consulting 52

ShepHyken

JANUARY 14, 2024

Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. My Comment: This article starts with findings from 300 retail sales associates interviewed for the Voice of Retail Sales Associate report. My Comment: This week, we start with an article on trust.

Customer Service 149

Customer Service Best practices Metrics Banking 149

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Excellent customer support : Users appreciate the responsive customer service, including the attentive sales team and supportive helpdesk. Not a Totango customer just yet?

Enterprise 115

Enterprise Customer centricity Benchmark Upselling 115

CSM Magazine

OCTOBER 23, 2024

Titus Jumper, CEO, Founder of Sales-Hub When I started my career in sales at 19, working in telecom retail and knocking on doors, I never imagined I’d eventually lead a team at the bleeding edge of AI, virtual assistants, and customer service. I quickly noticed how deep the dissatisfaction ran. That’s where Jovee AI comes in.

Sales 52

Sales Customer Service Chatbots Contact Center 52

ShepHyken

MARCH 31, 2024

A celebrity or recognized expert who uses, talks about, and promotes a product or brand is a combination of marketing, sales, and experience. My Comment: Influencer Marketing is part of the customer experience. While most of us see influencer marketing in the B2C world (food, fashion, health, lifestyle, etc.),

Government 223

Government Customer Service B2B B2C 223

AWS Machine Learning

MARCH 18, 2025

I am creating a new metric and need the sales data. Can you provide me the sales at country level for 2023 ?") st.write("- **Good Input :** Write an query to extract sales at country level for orders placed in 2023 ") st.write("- Every input is processed as tokens.

Enterprise 92

Enterprise Chatbots Engineering Metrics 92

VirtualPBX

JANUARY 11, 2024

As we joyfully welcome the promising dawn of the 2024 New Year, we celebrate the remarkable strides VirtualPBX made in 2023, a year that witnessed our fastest growth yet! Our team expanded with the addition of passionate leaders in Product and Sales, while the integration of our Customer Service team fostered collaboration.

Contact Center 98

Contact Center Customer centricity Sales Feedback 98

24-7 InTouch

APRIL 17, 2024

Hyderabad, India, April 18, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has won nine awards, including five Gold, at the 2024 Asia-Pacific Stevie Awards. To learn more about us, visit intouchcx.com.

Contact Center 105

Contact Center Technology Sales Management 105

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). He suggested expanding variable compensation beyond just CS and sales teams to include product teams as well.

Sales 114

Sales Outbound sales Revenue potential Accountability 114

ShepHyken

MAY 13, 2024

” He wrote that Starbucks’ stores, beset by labor challenges and declining sales, need a “maniacal focus on the customer experience, through the eyes of a merchant.” operations are the “primary reason for the company’s fall from grace.”

Customer Service 193

Customer Service Customer retention Metrics Advertising 193

ShepHyken

APRIL 1, 2024

A celebrity or recognized expert who uses, talks about, and promotes a product or brand is a combination of marketing, sales, and experience. My Comment: Influencer Marketing is part of the customer experience. While most of us see influencer marketing in the B2C world (food, fashion, health, lifestyle, etc.),

Government 209

Government Customer Service B2B B2C 209

AWS Machine Learning

DECEMBER 3, 2024

The risk and impact of outages increase during peak usage periods, which vary by industry—from ecommerce sales events to financial quarter-ends or major product launches. According to New Relic’s 2024 Observability Forecast , businesses face a median annual downtime of 77 hours from high-impact outages. These outages can cost up to $1.9

Customer Experience 99

Customer Experience Engineering Enterprise Benchmark 99

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth.

SaaS 100

SaaS Enterprise Engineering Technical Support 100

Momentum Telecom

JANUARY 14, 2025

Take one look at what happened to the industry in 2024 its not hard to see why. A quick recap of telecom in 2024: Market Growth The global telecom market grew to $2.32 trillion in 2024. Future Growth The industry is expected to grow at a CAGR of 6.15% from 2024 to 2034. trillion in 2024.

Telecommunications 59

Telecommunications Wireless Self service Marketing 59

Concentrix

JANUARY 29, 2025

Company recognized for strategic integration of AI technologies, comprehensive partner ecosystem, and exceptional client flexibility and scalability in B2B sales services NEWARK, Calif., (Jan.

B2B 48

B2B Sales Technology 48

ShepHyken

OCTOBER 13, 2024

This short article confirms several important facts related to reviews and reminds us the Federal Trade Commission has created a rule to ban the sale or purchase of fake reviews, which should give consumers more confidence that the reviews they are using to make decisions are legit.

Customer Service 176

Customer Service Marketing Customer Experience Personalization 176

Totango

MAY 15, 2024

If your business, pre-and post-sale, lacks alignment on business goals and customer outcomes, then the value of identifying, implementing, and measuring the opportunity for AI is irrelevant. Our takeaway : The impact value of AI begins and ends with business goals.

Sales 110

Sales Enterprise B2B Marketing 110

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. This award affirms that we are succeeding in our pursuit of excellence.”

Sales 71

Sales Customer Service outsourcing Government 71

ShepHyken

SEPTEMBER 17, 2024

Plus, Shep and Laura discuss more stats from Capterra’s 2024 Customer Service Technology Survey and how it shapes the future of customer service. ” About: Laura Burgess is a senior research analyst at Capterra with specialized knowledge of sales and customer experience (CX). Capterra

Technology 216

Technology Customer Service Surveys Customer Experience 216

VirtualPBX

NOVEMBER 29, 2023

In this article, we will explore the fundamentals of VoIP, its operational mechanisms, and the six critical reasons why your business should consider switching in 2024. In the fast-paced world, when businesses unexpectedly have something go viral on TikTok or other social media, they might struggle to handle the sudden increase in sales.

voip 98

voip Analytics B2B Technology 98

CCNG

AUGUST 28, 2024

Sales and Marketing Lead Generation and Qualification: Chatbots can qualify leads by asking initial questions and collecting customer data, allowing sales agents to focus on qualified prospects. Automated SMS campaigns enable proactive engagement and strengthen customer relationships.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

AWS Machine Learning

AUGUST 26, 2024

At AWS, we are transforming our seller and customer journeys by using generative artificial intelligence (AI) across the sales lifecycle. Our field organization includes customer-facing teams (account managers, solutions architects, specialists) and internal support functions (sales operations). The impact goes beyond just efficiency.

Sales 119

Sales Accountability Feedback Metrics 119

ChurnZero

OCTOBER 10, 2024

Two-thirds of CS leaders say they’re delaying purchases by three months or longer in 2024. Next week, Kristen will show CS leaders how to build a better business case for bigger budgets at ZERO-IN 2024. Not everyone comes from a sales background, but it’s less about constantly pitching and more about sharing stories persuasively.

Finance 52

Finance Metrics Sales Accountability 52