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

ShepHyken

JUNE 7, 2021

My take is that the interview is combining elements of a survey and focus group. That question has accounted for millions and millions of extra sales. My Comment: Jeannie Walters is no stranger to this weekly roundup of the best customer service and CX articles of the week. Interesting concept!

Customer Service 357

Customer Service Customer centricity Government Upselling 357

Call Center Weekly

APRIL 19, 2018

In this process, you would ask for your employees to volunteer to represent their entire peer group, and after establishing the best representation, lay out the main objective. That is to work on the top common opportunities outlined by their peer group, and come up with solutions for improvement.

Employee engagement 227

Employee engagement Call Center B2C B2B 227

Beyond Philosophy

SEPTEMBER 13, 2019

Representativeness means that you have an idea of what typifies a group of people or an entity that share a characteristic. Expectations play into it, in how you form the category or group against which you’re going to compare. Consider your experience with a sales-driven organization. In other words, it is a stereotype.

Banking 325

Banking Consulting Consulting Government 325

ShepHyken

SEPTEMBER 20, 2019

A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry. Customer Success / Account Management – Outside of support, this team interacts with customers the most frequently. They told your VP of Sales who updated their contact info in the CRM and its fed elsewhere via integrations.

B2B 287

B2B Customer Support CRM B2C 287

Beyond Philosophy

JUNE 11, 2015

A third is “Bluebird”, a prepaid debit card which functions as a Walmart customer’s alternative to having a checking account, with which they can make deposits, pay bills – – and shop at Walmart. What Publix does, instead of loyalty cards, is try different alternative approaches to build sales. Like Tesco is already doing in the U.K,

Airlines 274

Airlines Customer centricity Multichannel Sales 274

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

ShepHyken

FEBRUARY 9, 2018

Not only will it solve your content reach and trust issues, you’ll also get the best customer service team in the world – a group of loyal and highly-engaged employees. 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 411

Customer Service Morale Sales Coaching 411

Quality Contact Solutions

MARCH 11, 2021

At Quality Contact Solutions , we believe our company exists because sales drive the world. Quality Contact Solutions is no different, and proud to be part of the sales world that keeps our economy running. Our focus centers around offering telemarketing services that help increase sales and support customers all across the U.S.

Telemarketing 98

Telemarketing Sales Upselling outsourcing 98

AWS Machine Learning

NOVEMBER 14, 2024

For a multi-account environment, you can track costs at an AWS account level to associate expenses. A combination of an AWS account and tags provides the best results. For multiple accounts, assign mandatory tags to each one, identifying its purpose and the owner responsible.

Government 89

Government Best practices Accountability APIs 89

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).

Sales 109

Sales Accountability Feedback Metrics 109

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. It’s also clear that the shift to a remote sales model isn’t just a temporary fix. New Sales Pipeline Strategy. By Will Milano.

Sales 121

Sales Coaching B2B Metrics 121

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

Beyond Philosophy

JANUARY 13, 2022

This second group is trickier because they might be profitable to your bottom line. For example, if left to the sales department, firing a customer wouldn’t happen. The sales team’s compensation and work performance-related metrics are linked to their active accounts. An outside consultant is a great choice.

Accountability 195

Accountability Consulting Consulting Sales 195

Totango

AUGUST 14, 2020

Lucid bridges the gap between global questions and human answers by connecting buyers and sellers in one central location for survey sample groups. Which then got our account teams, sales team, product teams, and support teams all excited and asking how to leverage Totango. I’m impacting how I work.

Accountability 157

Accountability Feedback Sales Upselling 157

Beyond Philosophy

FEBRUARY 25, 2016

Trust creates, what my colleague Colin Shaw calls, an emotional bank account. At Target, though, trust was broken with data breaches affecting 110 million customers (40 million accounts, and the theft of 70 million more customer records), whose bank security has been significantly impaired, with massive withdrawals.

Banking 199

Banking Consulting Consulting Advertising 199

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 101

Personalization Sales Scripts Contact Center 101

ChurnZero

NOVEMBER 17, 2020

Oh, Sales and Customer Success, you are my two favorite disciplines! My career started in Sales, or rather, I was slowly talked into a Sales career by a string of managers who knew I had the drive to be a great salesperson. As a consultant, I often see Sales and Customer Success teams battling over little things.

Sales 98

Sales CRM Consulting Consulting 98

Beyond Philosophy

DECEMBER 10, 2021

Instead of complaining that people don’t use Net Promoter appropriately, Reichheld decided to present an alternative that’s an appropriate metric to hold people accountable. Reichheld also wanted it to be accounting-based because it is well regulated, and there are rules for measurement.

Airlines 273

Airlines Metrics SaaS Accountability 273

Callminer

SEPTEMBER 23, 2020

“A good outbound sales script contains a strong connecting statement. ” – Grace Sweeney, 5 Outbound Sales Scripts You Can Adjust on the Fly , Copper; Twitter: @copperinc. ” – Brad Beutler, 6 Examples of Using Employee Email as a New Account Based Marketing Channel , Terminus; Twitter: @Terminus.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

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? Also, consider the website and social media channels such as Facebook and LinkedIn.

B2C 38

B2C Customer Experience B2B Journey mapping 38

Beyond Philosophy

SEPTEMBER 6, 2016

They focus instead on chasing down the next sale, competing on price and compensating employees more for winning new accounts than for keeping existing customers happy, engaged and loyal. Sales force and senior management compensation is often based on acquisition, not retention or per customer revenue optimization.

Consulting 186

Consulting Consulting Customer advocacy Sales 186

The Northridge Group

AUGUST 19, 2020

At The Northridge Group, we frequently come to the aid of companies with struggling contact centers, but what about the ones already doing a pretty good job? It will be very different depending on your business model; if you are in financial services versus sales versus a contact center selling items online.

Contact Center 145

Contact Center Coaching Call Center Wait times 145

Call Center Weekly

SEPTEMBER 13, 2018

You must answer the phone to provide the service or close the sale. Her leadership style balances structure, empowerment, accountability, results, and fun. She is a member of the NCCCA (Nor-Cal Contact Center Association) Steering Committee and an ASUGA (Aspect Software Users Group Association) board member.

Management 206

Management Customer Service contact center associations Interactive Voice Response 206

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. Yelp is the most popular website, but many of the social media sites offer a specific review section, as well as more specified industry forums depending on the space your brand encompasses.

Feedback 118

Feedback Customer centricity Accountability Customer Experience 118

AWS Machine Learning

APRIL 6, 2023

For this engagement, they sought to generate monthly sales forecasts for new and existing products across different material groups and business lines. In this post, we demonstrate how the MLSL and NXP employed Amazon Forecast and other custom models for long-term sales predictions for various NXP products. “We

Sales 84

Sales Metrics APIs Marketing 84

Integrity Solutions

DECEMBER 13, 2024

From predictive analytics and sales automation to chat bots and conversational intelligence, more businesses are taking advantage of the latest advances in artificial intelligence (AI) and automation capabilities. What this technology can’t do, though, is replace the human touch in sales.

Sales 80

Sales Coaching B2B Self service 80

Integrity Solutions

MAY 1, 2023

Being able to navigate relationships and social networks, influence people and manage your own emotions will have a direct impact on your productivity and sales success. Some salespeople assume it means being pushover, which they know can be the kiss of death in sales. So What is Emotional Intelligence in Sales?

Sales 84

Sales Coaching Personalization Management 84

Beyond Philosophy

OCTOBER 14, 2021

There are a few ways you can apply what Harari’s book teaches us about seeing an issue from both sides when developing new ideas, including: Get a diverse group of people working together. Diversity can be defined in many ways, but in this case, I mean different opinions and experiences within a group.

Advertising 195

Advertising Consulting Consulting Coaching 195

TeamSupport

DECEMBER 7, 2020

On the other hand, when 70% or more of revenue comes from existing customers 1 , you must pay close attention to indicators that a customer might be increasing seats or adding user groups to ensure you don’t miss a valuable upsell opportunity. How do I create another user group?”. We’re growing” or “We’re hiring”.

Customer Support 98

Customer Support Upselling B2B Sales 98

JustCall

SEPTEMBER 3, 2024

It is no wonder that businesses today prefer group texting to reach a large audience with minimal effort. But what makes group texting so effective? How to create a group text message? What is group texting? Group texting is a form of messaging that enables you to text two or more people simultaneously.

Education 52

Education Best practices Telecommunications Marketing 52

Integrity Solutions

AUGUST 24, 2022

If you’ve implemented sales training this year, you’re not alone. Studies have shown that upwards of $15 billion is spent annually on sales training in the United States alone. And are there specific sales training strategies behind that critical investment to help ensure its success and strong ROI?

Sales 83

Sales Coaching Calibration B2B 83

CCNG

SEPTEMBER 29, 2022

After the sale, send a communication encouraging customers to post about the experience, service or brand. Royston G King, Royston G King Group & Companies 7. Start A Support Group For Your Customers Starting an online customer community is a great way to leverage the expertise of your customers to support each other.

Self service 195

Self service CCNG Chatbots B2B 195

The Northridge Group

APRIL 8, 2024

The post People, Process & Technology and the Intersection of AI: Part 1 appeared first on The Northridge Group.

Technology 131

Technology Finance Government Healthcare 131

Integrity Solutions

JUNE 24, 2024

Imagine having a sales team coach who sees the potential in you that you don’t even see in yourself—and then is committed to helping you help live up to that potential. Most leaders agree that the role of sales team coach play a key role in helping salespeople achieve their goals. What Does it Mean to Be a Sales Team Coach?

Coaching 65

Coaching Sales Surveys Banking 65

Integrity Solutions

AUGUST 9, 2023

And Improve Deal Velocity & Win Rates Along the Way… Sales cycles are already longer than we want. Stakeholder groups that have the ultimate say in the decision have become larger, with a broader range of expectations and requirements. What can you do as a seller to create greater urgency in sales? Pick up the phone!

Sales 72

Sales Coaching Accountability Personalization 72

C3Centricity

JULY 27, 2021

This week we have another guest post from Alan Hale of CMG (Consight™ Marketing Group) in Chicago. Other industry research states reasons why accounts churn. Very seldom is the reason for defection price, no matter what the sales reps tell you. Very little has been written on keeping and serving existing customers.

B2C 127

B2C B2B Accountability Sales 127