Amity

NOVEMBER 28, 2016

Over the last 15-odd years, it has been made even more challenging and interesting thanks to a little thing called account-based marketing; a type of B2B marketing that everyone is excited about, but which very few companies do the right way. Account-Based Marketing 101 (Exercise in Hypothetic). But, you get the picture.

Accountability 110

Accountability Marketing B2B Upselling 110

CX Accelerator

NOVEMBER 11, 2022

While not required, the person in this role is often an extroverted visionary. From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

Beyond Philosophy

FEBRUARY 3, 2022

On a recent podcast, Anna called into the I’m In a Pickle feature to use their journey mapping exercise findings effectively. In Anna’s case, I would start with a simple exercise to get the journey map off to a good and practical start. Have you ever tried to change a habit, maybe about diet and exercise?

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

CX Accelerator

DECEMBER 31, 2018

The specific challenge was as follows: How can we as leaders develop a healthy blend of compassion, flexibility, and empathy, while fostering the right amount of individual accountability inside of our teams? What are the goals/KPI’s that everyone is accountable for? What a fantastic question! They have a free or paid version.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Customer Service Life

DECEMBER 18, 2018

My coaching program puts a spin on an individual’s wellness through the lens of customer service with the intention of personal growth. Ongoing self-care & work-care discovery exercises that help set intentions and hold the individual accountable. The workshop is done with the team in person at your office location.

Contact Center 105

Contact Center Personalization Coaching Customer Service 105

Myra Golden Media

SEPTEMBER 28, 2017

I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. If you’d like an excellent training activity that helps employees convey empathy , print off this exercise and facilitate a short discussion with your team.

Customer Service 159

Customer Service Accountability Feedback Customer Experience 159

Beyond Philosophy

NOVEMBER 27, 2020

Dobrev says using Forrester’s four areas of Value Drivers is essential in this exercise. You have to take those things into account and design an experience that understands that about customers. The outside-in approach is more straightforward when the person approaching is on the outside. Then, test your choices, he says.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

Beyond Philosophy

MARCH 17, 2022

Make a Deposit in the Customer’s Emotional Bank Account. Covey discusses relationships with others as having an emotional bank account into which your interactions make deposits and withdrawals. When you do things the other person doesn’t like, that’s a withdrawal. . Consider your personal relationships.

Banking 195

Banking B2C B2B Construction 195

Beyond Philosophy

JUNE 13, 2024

It is a self-empowerment exercise. Also, take into account the power of moods. Talk to Colin about how he can speak ‘in person’ or ‘virtually’ at your conference. However, one of the many things that came out of that weekend was the power of positive thinking. There is much benefit to looking at things positively when we can.

Customer Experience 293

Customer Experience Customer emotions Management Accountability 293

Beyond Philosophy

JUNE 8, 2023

I have plenty of experience with this inefficient exercise in my career, and I thought I might have some things to share with all of you to get those necessary approvals. This exercise is an excellent example of these concepts. It’s a marketing exercise. In our recent podcast, Context is King!,

Finance 195

Finance Marketing Personalization Accountability 195

Vonage

APRIL 6, 2016

But this time, make a “personal connection” first. This little exercise shows how easy it is to improve customer experience by adding a personal touch. When service between companies and customers is provided person-to-person, do everything you can to create, support and enhance a real connection between real people.

Personalization 74

Personalization Customer Experience Education Customer Service 74

Playvox

AUGUST 25, 2022

And, we have all seen the impact of just one person doing something NOT in the plan and the downstream effects. For example, one person may log in late for their opening shift. Another person may not adhere to scheduled breaks or lunches. One person may leave early from their closing shift. ENJOYING THIS ARTICLE?

Personalization 85

Personalization Management Schedule adherence Average Handle Time 85

CCNG

APRIL 19, 2023

Such an approach can, in turn, produce the following benefits: Improved/optimal team performance – the supervisor has more space to coach to results, inspire/develop employees to better performance, and hold those with lacking performance and behaviors accountable. Such actions will result in a more prepared, equipped, and informed team.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

Callminer

APRIL 30, 2020

Account for customers’ biases and try to adapt to their communication style. “Realize that just like you, other factors may come to play and affect the person’s interaction with you. Assumptions and how the person perceives you may color how he judges the situation and interprets it. Exercise flexibility where appropriate.

Customer Service 273

Customer Service Scripts Construction Feedback 273

Myra Golden Media

JANUARY 1, 2019

Are you coaching and holding employees accountable? When I facilitate customer service training, I’ve been working on content and exercises for a least 60 days. I need someone in this position who will speak with friendliness and warmth, and I hope that person is you. Putting An End To Unacceptable Performance.

Coaching 195

Coaching Accountability Feedback Personalization 195

Callminer

SEPTEMBER 23, 2020

But you have to know how to read them, what they mean and how to act on the results in order for the exercise to be worthwhile. 3. “Do any of your top target accounts fall into the same industry or vertical? Unite marketing with sales through an account-based marketing approach for high-quality leads.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

The Northridge Group

NOVEMBER 4, 2021

Developing targeted exercises to identify challenges and overcome barriers. Through frontline excellence training, managers learn to be trustworthy and to create personal, caring relationships with associates while staying true to their word and demonstrating to their teams that they are both reliable and consistent.

Best practices 145

Best practices Coaching contact center associations Contact Center 145

Beyond Philosophy

MAY 26, 2022

Dommer says certain personality traits relate to people’s identities more than others. Dommer says that when you ask people to describe themselves, some start with personality traits. For example, they might say, “I’m funny, intelligent, and [insert whatever personality trait you might have].

Personalization 195

Personalization Marketing Consulting Consulting 195

SharpenCX

OCTOBER 1, 2023

Personalizing the customer experience. While there’s a strong business case for customer experience personalization, doing it well can be easier said than done. Still, recent Deloitte research shows that more than 50% of customers say personalization efforts feel off-target and don’t meet their needs, preferences, and interests.

Personalization 67

Personalization Customer Experience Interactive Voice Response Contact Center 67

ShepHyken

FEBRUARY 25, 2022

A good customer experience has many elements, and taking them all into account is important to keep your customers happy. . Good communication skills, accountability, courage, and a willingness to go above and beyond are essential for customer service advisors. Customer service starts with people . People like to talk to people.

outsourcing 156

outsourcing Customer retention Contact Center Customer Service 156

CX Accelerator

DECEMBER 10, 2019

It is uncomfortable to publicly share stories like this and expose both my professional & personal vision to the world, but I am confident this will help someone. Like most Type-A personalities, I first started out with a significant amount of research. How could I maintain accountability without feeling like I’m constantly behind?

Accountability 182

Accountability Personalization Customer Experience Customer Service 182

CX Accelerator

DECEMBER 10, 2019

It is uncomfortable to publicly share stories like this and expose both my professional & personal vision to the world, but I am confident this will help someone. Like most Type-A personalities, I first started out with a significant amount of research. How could I maintain accountability without feeling like I’m constantly behind?

Accountability 182

Accountability Personalization Customer Experience Customer Service 182

aircall

OCTOBER 17, 2022

The salesperson is put on a hot seat here, and this exercise aims to rate the salesperson’s performance on the call on six different parameters. The exciting part of this exercise is that this is not just carried out by the sales managers. Megan Cull, Strategic Account Executive, Team Lead at Aircall . Want to keep learning?

Sales 117

Sales Gamification Metrics Accountability 117

Amity

MARCH 24, 2017

My goal at Influitive was to systematically increase retention and to create growth opportunities within existing accounts. It was critical for us to take a step back and understand the big picture of our entire customer base and it’s unique “personalities” in order to best manage them. Learning from Our Process.

Accountability 56

Accountability Engineering Metrics Upselling 56

ProProfs Blog

OCTOBER 16, 2020

An anonymous survey helps Stella to capture the survey feedback, without collecting their personal information like name, phone number, email, etc. An anonymous survey does not collect survey respondents ‘ personal information like their name, phone number, email address, and location. . Benefits of an anonymous survey.

Surveys 158

Surveys Construction Personalization Feedback 158

Toister Performance Solutions

OCTOBER 12, 2023

Your account will be credited within 3-5 business days." Alton : "Your account will be credited in 3-5 business days." Okay, that last example might be personal. For example, “I’ll process the refund today, but you might not see it on your credit card account until the 29th.” Alton uses general language. Here's one more.

Accountability 105

Accountability Contact Center Customer Service Management 105

ChurnZero

JUNE 2, 2023

Regardless of why it happens, the unmanaged key account change is the single greatest leading predictor of churn. Sturdy found that when a customer champion leaves, there is a 51% chance that account churns within the next 12 months. The message should be personalized and centered on congratulating them on their new role.

SaaS 98

SaaS Accountability Personalization Sales 98

ChurnZero

SEPTEMBER 27, 2024

1: To hold customers accountable for outcomes, practice “proactive reactivity” Q: How do you hold customers accountable? Keishla : Accountability in business relationships is key. Or is this exercise more effective if it applies to each product module your organization offers?

Best practices 52

Best practices Accountability Sales Feedback 52

Fonolo

AUGUST 24, 2021

Also, give your agents some freedom in how they personalize their space. Make time for team-building exercises, group projects, joint outings, parties, and other events to keep your team connected. You should also account for regular breaks to ensure your agents don’t burn out. How to Create a Call Center Performance Report.

Call Center 148

Call Center Morale Best practices Contact Center 148

Toister Performance Solutions

FEBRUARY 20, 2020

But that would require me to create an account, remember a password, and click through a bunch of options each time I wanted to place an order. Most of the time, I find myself endlessly repeating my account information. This exercise might yield some surprises! I always call to order pizza. Companies struggle to do that.

Social media contact 108

Social media contact Contact Center Scripts Accountability 108

ChurnZero

MARCH 9, 2021

ChurnZero’s employee spotlight series highlights the person behind the professional, digging deep and discovering what drives our team members. and the ability to mass email all of your accounts (and include multiple contacts from an account on an email). A: I try to do some form of exercise every morning.

Customer retention 85

Customer retention Accountability Sales Personalization 85

ChurnZero

JULY 16, 2021

So, when the volume of customers creeps up, how do you incorporate automation to scale, without sacrificing that personalized white-glove experience you’ve worked so hard to develop? In the webinar, we cover: Tips for making automated messaging feel more personal and relevant. Some support teams are sending their own surveys.

Journey mapping 98

Journey mapping Accountability SaaS Education 98

Taylor Reach Group

MARCH 8, 2019

Likely each of us has been on a team where one or more team members couldn’t or wouldn’t subjugate their personal agenda for that of the team. In my experience, ensuring that teams are effective is a far more challenging exercise than “buying in” to teams and teamwork. This can be an extremely difficult task.

Contact Center 95

Contact Center Accountability Entertainment First call resolution 95

Toister Performance Solutions

APRIL 14, 2022

Here are a few of my favorite exercises for building rapport, listening, and problem-solving skills. It's a process of creating a personal connection with another person so they know, like, and trust you. It also makes service more fun when we get along with the other person. This exercise is called Make Their Day.

Customer Service 62

Customer Service Personalization Accountability 62

inmoment

FEBRUARY 11, 2020

I have witnessed this process from the perspective of an Account Manager, Implementations Manager, a member of the Product Team, a Business Operations Manager, and now as the Director of Learning Services. This person can be the program champion, someone from your internal training team, or a representative from HR. .

Accountability 88

Accountability Customer centricity Employee engagement Management 88

TeleDirect

JANUARY 17, 2025

Avoid taking negative comments personally. Avoid generic responses; personalize your acknowledgment. Key technologies include: Customer Relationship Management (CRM) Systems: Provide access to customer history and preferences for personalized support. High emotional intelligence helps agents remain calm and composed.

Customer Service 71

Customer Service Call Center Average Handle Time Customer emotions 71

Amity

SEPTEMBER 19, 2016

The first person in any role in your department should ideally have experience in that role. There are three exercises that we conduct with all CSM candidates to get a true understanding of how they think. Each person that sits on the panel should ask questions as if they were the customer.

Management 0

Management Construction Upselling SaaS 0