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. What is working and what isn’t?

Customer Service 399

Customer Service Morale Sales Coaching 399

ShepHyken

JULY 26, 2019

A sum of every interaction a customer has with a business this includes both pre and post-sales. So for this, you need to take certain pointers into account such as: Competitive insight. Optimizing for an emotional connection can increase overall sales growth to a great extent. Consumer research. Marketplace data.

Customer Experience 297

Customer Experience Feedback Customer centricity Customer retention 297

ShepHyken

NOVEMBER 29, 2019

By using social accounts for addressing all kinds of customer queries, companies are expanding their customer experience strategy. . Brands like Starbucks use their parent Twitter account to address complaints and generally talk to customers. Netflix has a dedicated Twitter account called NetflixHelps to respond to customer complaints.

Technology 265

Technology Customer Experience Complaint resolution Gamification 265

ShepHyken

NOVEMBER 24, 2017

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. The post Guest Blog: How to Use Social Media to Provide Great Customer Service appeared first on Shep Hyken.

Customer Service 223

Customer Service B2B B2C Accountability 223

Beyond Philosophy

SEPTEMBER 18, 2016

Q: What has two Million phony accounts, 5,300 fired employees, a fine of $185 million and a retiring leader enjoying $124 million in stock and options after retirement? There is always pressure to make your sales goals. Sales people thrive on this and are compensated well for making their goals.

Banking 416

Banking Construction Accountability Sales 416

Beyond Philosophy

OCTOBER 31, 2016

Like millions of Wells Fargo customers, Lorraine and I have checked to see if we had any accounts opened with the bank without our consent. In both of these messages, Wells Fargo talks about eliminating product sales goals for their retail banking team. Like millions of Wells Fargo customers, we don’t trust them because they lied.

Banking 0

Banking Consulting Consulting Sales 0

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. Having a full account of historical information and tools to help you get insight from it lets you tune your operations to provide intimate customer experiences.

Customer Service 235

Customer Service Contact Center Technology Big data 235

Beyond Philosophy

SEPTEMBER 28, 2016

If you aren’t sure this is true, then ask yourself: would I open a Yahoo email account today? It’s because 500 million of Yahoo’s account users’ names, email addresses, telephone numbers, birth dates, scrambled passwords, and security questions are in the wind. Yahoo is in the news all over the world. billion, either ( maybe ).

Accountability 419

Accountability Big data Sales Consulting 419

ShepHyken

JULY 13, 2018

To evaluate the ease of contact and responsiveness, consider the following: How seamless is the sales and contact customer experience across multiple channels and devices such as desktop, mobile, phone, chat, and email? The post Guest Blog: The Customer Experience is Not Just for B2C appeared first on Shep Hyken.

B2C 38

B2C Customer Experience B2B Journey mapping 38

ShepHyken

JANUARY 20, 2017

This week on our Friends on Friday guest blog post my colleague, Jason Grills, writes about the importance of good customer support and the impact it can have on your business. Therefore, you will manage to increase your sales and generate more revenue, thus improve your bottom line. Shep Hyken. Great Cost-Effectiveness.

Customer Support 218

Customer Support Technical Support Contact Center Customer Experience 218

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. million deposit accounts and over 500,000 credit accounts in all. Recruiting Now!

Banking 352

Banking Accountability Consulting Consulting 352

ShepHyken

JULY 20, 2018

Depending on the size of your organization, there could be a constant feed of incoming messages being sent to your various social media accounts. The post Guest Blog: Social Media Reputation Monitoring and Its Role as an Organizational Differentiator appeared first on Shep Hyken.

Feedback 118

Feedback Customer centricity Accountability Customer Experience 118

ShepHyken

NOVEMBER 10, 2017

Luvo, their dedicated customer support live chat, helps customers carry out daily tasks and get information about account balances, funds transfers and much more using live conversations. This can ultimately result in the conversion of the visitor to a lead and closed sales by enriching users with relevant details about products/services.

Transportation 185

Transportation Analytics Banking Metrics 185

ShepHyken

MAY 25, 2018

What happens is an organization builds strategies to control how they interact with customers in certain situations, like retention, sales, service, risk, etc. Many organizations will use multiple propensity models for each action (one for each combination of offer and channel) to account for individual preferences.

Call Center 185

Call Center Customer retention Advertising Upselling 185

Beyond Philosophy

SEPTEMBER 30, 2021

Our listener wants help convincing his team that using a free trial will help sales. So, yes, offering a free trial could increase sales by activating the Endowment Effect. . So, it’s easy to imagine that this free trial would increase sales. One of our podcast listeners wrote to us with a problem. The Trials of Trials.

Sales 195

Sales Advertising Customer centricity Accountability 195

Beyond Philosophy

JANUARY 14, 2015

A separate enrollment application is required with no apparent linking to the charge account. At the end of the transaction I remember that we’re members of this new program and ask the clerk if the purchase can be credited to our loyalty account. Blogs Customer Experience' We’ve had a pretty good shopping experience so far.

Customer Experience 411

Customer Experience Accountability Consulting Consulting 411

Beyond Philosophy

OCTOBER 6, 2015

The hope was the Clean Diesel would boost sales in the U.S., which accounts for only about 6% of global sales for the brand. If you enjoyed this post, you might be interested in the following blogs: Is Trust Really an Emotion? They charged more for these environmentally friendly cars, too.

Banking 406

Banking Consulting Consulting Government 406

TeleDirect

DECEMBER 25, 2024

This blog explores how 24/7 call centers can transform your customer experience, their benefits, and how to implement them effectively. Offer real-time assistance during global sales events. Financial Services Provide account support and fraud detection. What Is a 24/7 Call Center? Address urgent financial inquiries.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

Beyond Philosophy

OCTOBER 28, 2014

Let’s say your IT system requires getting your email address for every customer to access the details of the account. When you are frustrated, stressed, and upset, how do you feel about entering your account number followed by the pound sign? You wait because you are “service” call, and all the agents are busy with “sales” calls.

Customer Experience 341

Customer Experience Scripts Customer centricity Consulting 341

Beyond Philosophy

MAY 28, 2021

The senior account manager handled the most critical accounts. Then it cascaded down from there in account management seniority to the smaller accounts, which a telephone account manager managed. So they focused on that 20 percent, which left the other ones without an account manager, effectively.

Customer Experience 387

Customer Experience Management B2B Customer emotions 387

TeleDirect

JANUARY 7, 2025

In this blog, we will explore the unique features, benefits, and real-world applications of secure 24/7 call center services and explain why they are essential for modern businesses. A delayed response can lead to frustration, lost sales, and even a tarnished brand reputation. Minimize downtime with instant troubleshooting.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

Beyond Philosophy

NOVEMBER 21, 2017

I like a good deal as much as anyone, but as a customer experience consultant I’ve always thought these frenzied holiday sales were penny wise and pound foolish. It has beefed up the number of sales associates, who will be decked in holiday attire. But it turns out that just 10 percent of its shoppers account for half of its sales!

Consulting 312

Consulting Consulting Sales Customer Experience 312

Beyond Philosophy

DECEMBER 6, 2019

Ensure that you take that into account when you make these decisions. Are you too focused on sales revenue? Sometimes, the only time senior management ever deals with customers is when there is a significant sale on the line. How much time do senior and middle managers spend talking to customers?

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

JULY 5, 2017

When employees couldn’t reach the company’s aggressive sales targets, they started opening accounts without the account holders’ permission! If you thought this blog was interesting, you might also like these: Revealed: What Motivates and Keeps Your Millennial Workers Happy? Remember Wells Fargo ? Would You Work Here?!?!

Morale 324

Morale Consulting Consulting Employee engagement 324

Beyond Philosophy

OCTOBER 28, 2014

Let’s say your IT system requires getting your email address for every customer to access the details of the account. When you are frustrated, stressed, and upset, how do you feel about entering your account number followed by the pound sign? You wait because you are “service” call, and all the agents are busy with “sales” calls.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

NOVEMBER 22, 2017

Was Wells Fargo “building relationships” when it opened all those unauthorized accounts? The company loses sales on that day, but it communicates a shared set of values with its outdoorsy customer base. Wells Fargo deceived millions of customers, opening accounts without telling them. Disagreements. Lorraine and I rarely argue.

Airlines 338

Airlines Consulting Consulting Advertising 338

Beyond Philosophy

OCTOBER 7, 2021

Many organizations drive their actions to suit quarterly reporting, sales figures, and profits for this year and, as a result, don’t think long term. Customers often didn’t know about it until an additional credit card arrived or the new account showed up in their statement. Rule #1: Think long-term. .

Airlines 432

Airlines Banking Accountability Customer centricity 432

Beyond Philosophy

NOVEMBER 1, 2017

Last week, the Senate voted to repeal a rule that banned most mandatory arbitration clauses in credit card agreements, checking account agreements, car loans, and many other types of consumer banking transactions. They expose patterns of wrongdoing and hold big corporations accountable. million fake accounts , things only got worse.

Banking 276

Banking Consulting Consulting Accountability 276

Beyond Philosophy

MAY 14, 2020

His blog, Influence People , has readers all over the world and offers years of insight into the art of persuasion. As a specialist in applying the science of influence and persuasion in sales, leadership, and coaching, Ahearn spoke to us about the six fundamental principles on how to influence people. 3: The Principle of Authority.

Consulting 419

Consulting Consulting Personalization Accountability 419

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

HelpCrunch

FEBRUARY 12, 2021

You chat with a customer explaining how to upgrade their account and another pile of tickets keeps landing in your inbox. The post 62 Useful Live Chat Script Examples for Your Support and Sales appeared first on HelpCrunch blog. Imagine your most hectic day. No need to pull your hair out. A well-thought-out [ … ].

Scripts 118

Scripts Sales Accountability 118

aircall

OCTOBER 17, 2022

As your start planning for the coming year, optimizing your sales win rate is probably a top priority. How to Define Your Sales Win Rate. As our partners at Richpanel share, “Win rate is not just a sales team’s metric. How is sales win rate calculated? . Why You Should Prioritize Your Sales Win Rate.

Sales 117

Sales Gamification Metrics Accountability 117

Integrity Solutions

JULY 20, 2021

In many ways, building sales confidence is about expanding belief boundaries, addressing some underlying perceptions and providing the type of sales training and coaching that maximizes strengths, encourages risk taking and helps your customers think differently. Building Sales Competence Builds Sales Confidence.

Sales 121

Sales Coaching B2B Personalization 121

JustCall

FEBRUARY 17, 2022

Want to ramp up to more than 100 cold calls in a day with a powerful sales dialer? Well, we know how difficult it gets to meet sales quotas, when you’ve got to deal with the mess of finding lead numbers, then dialing them manually, and ending up on a dial tone. What is a Sales Dialer? How do modern sales phone dialers work?

Sales 104

Sales Abandon rate Real estate voip 104

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

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

Beyond Philosophy

JANUARY 17, 2018

These results, however, are the basis for an economic principle called Mental Accounting. Mental Accounting describes the situations where fungibility breaks down. Simply put, mental accounting works with emotions also. I was running a workshop in the states for a mobile company when the sales manager came in late.

Entertainment 314

Entertainment Accountability Consulting Consulting 314