ShepHyken

OCTOBER 2, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This doesn’t just mean sales and customer service, but accounting, marketing and other departments as well. This article has some great information.

Journey mapping 210

Journey mapping Customer Service Customer centricity Chatbots 210

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. 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.

Customer Service 185

Customer Service Advertising B2C Big data 185

ShepHyken

JUNE 25, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article shares five ways to do so. Read the article to find out! Here are my top five picks from last week. Well, it’s true.

Customer Service 216

Customer Service B2B Personalization Enterprise 216

ShepHyken

MARCH 12, 2021

This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well.

B2B 385

B2B Journey mapping B2C Telecommunications 385

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Partnering with your sales team here can help.

B2C 349

B2C Customer centricity Feedback Upselling 349

ShepHyken

AUGUST 31, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. It leads to the creation of a holistic customer experience in which every level of your sales funnel is optimized to meet customer needs and expectations.

Journey mapping 333

Journey mapping Upselling CRM Feedback 333

ShepHyken

APRIL 23, 2021

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. In this article, we’ll discuss why your brand should consider upping its customer service game on social media and take a look at some brands that do it well. . Here we see a customer is struggling with sales tax being applied in their checkout system.

Customer Service 336

Customer Service Advertising B2B Chatbots 336

ShepHyken

AUGUST 9, 2019

This week we feature an article by Yogesh Chabria who shares an article about how customers want to be wowed and how you can turn your customers into fans. If you choose to continue giving to your customers long after you have made a sale; with only one purpose and that is to benefit them – they will become your fans!

Feedback 305

Feedback Sales Accountability Personalization 305

Beyond Philosophy

AUGUST 12, 2020

It gives you a rational customer process, meaning an account of how they move through your experience from point A to point B, but no insight into how people behave as customers and why they do what they do. . Customers return ten percent of all retail sales, but most companies do not include returns in their customer journey maps. .

Journey mapping 468

Journey mapping Consulting Consulting Marketing 468

ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Here is an article about financial advisor CNBC’s Jim Cramer’s opinion on that topic. Here are my top five picks from last week. Great question.

Customer Service 166

Customer Service B2C Customer centricity Government 166

ShepHyken

SEPTEMBER 20, 2019

This week we feature an article by Robert C. Customer Success / Account Management – Outside of support, this team interacts with customers the most frequently. It’s also not uncommon for other departments such as Sales, Onboarding, and Marketing to have access to support software as well.

B2B 283

B2B Customer Support CRM B2C 283

ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. technical, account, and payment issues first, followed by more minor concerns—and assign tickets to them. Take a look, for example, at Microsoft’s official Xbox Support Twitter account.

Customer Service 224

Customer Service B2B B2C Accountability 224

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. In this article, we’ll look at ways to support your customers through the customer support channels most important to them. Allowing their sales and creative teams to focus on generating more business.

Chief Customer Officer 294

Chief Customer Officer Call Center Consulting Consulting 294

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Train your sales team using the right technology. Asking the right questions will give you valuable insights for improving sales and building brand advocacy.

Customer Service 403

Customer Service Morale Sales Coaching 403

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. A sum of every interaction a customer has with a business this includes both pre and post-sales. Consumer research. Marketplace data.

Customer Experience 298

Customer Experience Feedback Customer centricity Customer retention 298

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value.

Airlines 276

Airlines Metrics Advertising Sales 276

ShepHyken

APRIL 2, 2021

This week we feature an article by Hannah McCabe , Director of Demand at Stella Connect by Medallia. alone, e-commerce now accounts for 16.1% of all sales. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Misconception #2: Customers only want self-service options. In the U.S.

Customer Service 296

Customer Service Self service Metrics Average Handle Time 296

CSM Magazine

NOVEMBER 26, 2024

This particular tool has the potential to greatly augment sales figures if employed strategically. This article delves into ways in which sellers can make optimal use of this feature to elevate their business endeavors. Factors like the price of the item, demand, and competition should be taken into account.

Sales 52

Sales Feedback Metrics Accountability 52

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? This signifies that fostering an exceptional partnership between CS and sales teams — vital for long-term revenue growth, begins with understanding which customers can derive the highest value from your products and services over time.

Sales 114

Sales Outbound sales Revenue potential Accountability 114

Beyond Philosophy

SEPTEMBER 6, 2017

We find that many organizations measure performance in sales growth or stock price. Yes, finance, legal, accounts receivable, we are talking about you. Significant sections of meetings are devoted to operations and sales but nothing for Customer Experience. It also helps you allocate proper resources. Not celebrating quick wins.

Consulting 302

Consulting Consulting Finance Metrics 302

ShepHyken

JUNE 28, 2019

This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. Accountants today couldn’t imagine performing their job without some form of calculator. Read Shep’s latest Forbes article: Five Ways To Motivate Your Customer Service Team.

Contact Center 291

Contact Center Self service Banking Airlines 291

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. By using social accounts for addressing all kinds of customer queries, companies are expanding their customer experience strategy. . Nike does the same with its TeamNike account. .

Technology 267

Technology Customer Experience Complaint resolution Gamification 267

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.

Sales 103

Sales Upselling Metrics Accountability 103

Totango

JULY 17, 2024

You get success right; your revenue is coming.” – Charlie Sonnenberg, VP Sales, Totango + Catalyst Customer-led growth is the only way to protect and sustain revenue growth. Achieving higher retention and growth, however, requires effective collaboration and mutual support between customer success and sales teams. “Success is revenue.

Sales 100

Sales Metrics Accountability Benchmark 100

Beyond Philosophy

JULY 24, 2017

According to news accounts , they are starting to, though they’re moving at a sloth’s pace to do anything about it. If you can afford its Black Label program, sales people come to you, and you deal with one person from beginning to end. So has Tesla, which also offers cars at a fixed price, bypassing the dealership model altogether.

Employee engagement 278

Employee engagement Finance Sales Consulting 278

Beyond Philosophy

SEPTEMBER 25, 2017

It only shows that a sale was completed (success!) But in other contexts, it’s impossible to make real improvements in Customer Experience without taking customer emotions into account. It only sees another successful Jeep sale. If you liked this article, you might also enjoy these: Remarkable! But data can’t see this.

Big data 284

Big data Journey mapping Consulting Consulting 284

Steve DiGioia

SEPTEMBER 19, 2016

do what's in the best interest for me, not your wallet This original article was written by Steve DiGioia. One of the sales associates quickly helped us find the item within the large store then whisked us towards the short checkout line. Are you interested in opening an account with us today?” Don’t hard-sell me.

Customer Experience 212

Customer Experience Sales Accountability Customer Service 212

aircall

OCTOBER 6, 2021

One of the best strategies for increasing engagement and retention is to refine your sales onboarding process. In this article, we’ll look at effective sales onboarding and how it can fundamentally improve the new hire experience for your sales professionals. Defining Effective Sales Onboarding.

Sales 117

Sales Scripts Best practices Feedback 117

Cincom

FEBRUARY 14, 2025

This article outlines 10 CPQ best practices to help optimize your performance, eliminate inefficiencies, and maximize ROI. Align CPQ with Your Sales Strategy A CPQ system that operates in isolation from the broader sales strategy leads to misaligned workflows, inconsistent pricing approvals, and disconnected customer interactions.

Best practices 40

Best practices Sales CRM Finance 40

Integrity Solutions

APRIL 19, 2024

Mastering the human side of selling is key to sales success, but what does phrase that mean exactly? At its essence, humanizing the sales experience is really about personalization. The desire for a personalization in the sales experience has only grown in recent years. The same holds true across the sales-service continuum.

Personalization 103

Personalization Sales Scripts Contact Center 103

Quality Contact Solutions

JANUARY 27, 2022

Whether your call center is inbound or outbound , and if you have a product or service to deliver, finding ways to increase sales is a consistent priority. The topic of increasing sales is so prevalent that thousands of books and articles are published. Increase Sales with Cross-Selling. Sales and Service.

Sales 98

Sales Upselling B2C Best practices 98

Callminer

AUGUST 1, 2017

Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Rachel Ivers worked as an Inside Sales Representative for 8z Real Estate for one and a half years. Katherine Dougherty, MaidPro National Sales Center Director, describes herself as being MaidPro born and raised.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ShepHyken

JULY 13, 2018

This week we feature an article by Christa Heibel about how investing in a personalized customer experience can create life-long customers in the B2B space. – Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Customer mapping is just as essential for B2B as it is for B2C.

B2C 38

B2C Customer Experience B2B Journey mapping 38

Integrity Solutions

MAY 23, 2023

Sales prospecting is vital to the success of any sales organization. Simply learning how to find, approach and engage new customers is at the heart of being able to meet and exceed your sales goals. Why Is Sales Prospecting More Important Than Ever? What is Sales Prospecting?

Sales 91

Sales Coaching Brand ambassadors B2B 91

ShepHyken

OCTOBER 6, 2022

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. In reality, the predictive analytics structural equation model showed that the Product only accounts for 12% of the largest drivers of value.

Journey mapping 185

Journey mapping Customer emotions Customer effort B2C 185

Totango

FEBRUARY 12, 2025

This article illustrates how large enterprises can modernize customer health scores for growth. It provides a consolidated view of where customer relationships stand, helping enterprises address risks, empower account teams, and uncover new opportunities to drive value. Optimize outcomes for diverse customer bases.

Enterprise 62

Enterprise Metrics Accountability Construction 62

Totango

MAY 17, 2023

When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. More than half raised hands for sales and the CRO, and when asked if they felt the relationship with product teams could be enhanced, even more hands shot up.

Sales 113

Sales Marketing Metrics APIs 113