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 339

Journey mapping Upselling CRM Feedback 339

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 100

Sales Upselling Metrics Accountability 100

ShepHyken

APRIL 23, 2021

You don’t want complaints to sit on a public forum like social media, which is why your social media person should either have the autonomy to reply to complaints or be given a strategy for addressing complaints. . If you have a wide-reaching brand, it could help to create a separate account to hone in on those customer inquiries. .

Customer Service 341

Customer Service Advertising B2B Chatbots 341

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. And while the strategy can work in the short term, it’s no way to generate loyal customers in the long run. But this strategy does nothing to build customer loyalty.

Consulting 312

Consulting Consulting Sales Customer Experience 312

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

ShepHyken

DECEMBER 28, 2022

Customers are not a sale, an account number, a prospect, etc. These are precisely the strategies and tactics that will make your customers say, “I’ll be back!” . They create lasting impressions. . Demonstrate your knowledge and expertise. Customers want to work with people who “know their stuff.” . They are people. .

Customer Service 349

Customer Service Personalization Accountability Sales 349

Beyond Philosophy

JULY 5, 2017

At Beyond Philosophy, we call this a Customer Experience Strategy. Your front-line employees are the ones who will implement your strategy – make sure they think it’s a good idea and are willing to do what it takes. Think about your customers and what they really want and need. What do they think it would take to get there?

Morale 324

Morale Consulting Consulting Employee engagement 324

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. Permitting your first strategy to be your last.

Consulting 302

Consulting Consulting Finance Metrics 302

C3Centricity

APRIL 9, 2024

As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). Understanding the Landscape of B2B vs. B2C Marketing At the heart of all effective marketing strategies lies the principle of satisfaction and connection.

B2C 118

B2C B2B Marketing Accountability 118

ShepHyken

JUNE 7, 2021

strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. Depending on how you promote your products or services, you may have to adjust your marketing strategies. My Comment: “Would you like fries with that?”

Customer Service 357

Customer Service Customer centricity Government Upselling 357

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 111

Sales Outbound sales Revenue potential Accountability 111

TechSee

SEPTEMBER 24, 2019

Was this evidence of a successful customer experience strategy? This critical element of any CX strategy should be top of mind for everyone from the C-suite to frontline personnel. When Sales renews a service contract, Marketing must be made aware of the transaction so their messaging can be tailored appropriately.

Customer Experience 150

Customer Experience Self service Banking Analytics 150

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. Simply put, all customers are not equal in value; and marketing strategies which treat them so often create lower revenue. In the U.S.,

Airlines 274

Airlines Customer centricity Multichannel Sales 274

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

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

ProProfs Blog

DECEMBER 4, 2020

A great example of this is how Netflix is combining customer service and product promotions with its social accounts. In fact, employees who are engaged more are likely to improve customer relationships, with a resulting 20% increase in sales. Create More Focused Communication Strategies. Netflix and chill? No, really.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

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. You can also see if there have been previous interactions with the same customers, and how those were resolved, which could save you even more time.

Customer Service 225

Customer Service B2B B2C Accountability 225

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

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

ShepHyken

APRIL 2, 2021

alone, e-commerce now accounts for 16.1% of all sales. When creating your customer service strategy, it’s important to continue to invest in new technologies and platforms, but don’t overlook the value of optimizing your current channels. Knowing this, having a service recovery strategy in place is crucial for businesses today.

Customer Service 303

Customer Service Metrics Self service Average Handle Time 303

Beyond Philosophy

MAY 14, 2020

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. Most of the time, the people Ahearn works with are intentional about trying to make a sale or changing the behavior of individuals in an organization.

Consulting 419

Consulting Consulting Personalization Accountability 419

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 97

Sales Metrics Accountability Benchmark 97

Beyond Philosophy

OCTOBER 25, 2019

In our global Customer Experience consultancy, we have said for nearly 20 years that customer’s emotions account for over half of the outcome in any Customer Experience. Instead, they continue to monitor their operational efficiencies, margin percentages, and sales growth in their measurements. That’s where we can help.

Customer emotions 250

Customer emotions Consulting Consulting Customer Experience 250

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

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

FEBRUARY 9, 2018

Integrating a brand advocacy strategy into your customer service training will allow you to receive support not only from customers but from your own employees too. 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

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

AWS Machine Learning

NOVEMBER 14, 2024

For a multi-account environment, you can track costs at an AWS account level to associate expenses. However, to allocate costs to cloud resources, a tagging strategy is essential. A combination of an AWS account and tags provides the best results. This helps track spending for cost allocation purposes.

Government 89

Government Best practices Accountability APIs 89

Beyond Philosophy

DECEMBER 10, 2021

We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. 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.

Airlines 273

Airlines Metrics SaaS Accountability 273

ShepHyken

FEBRUARY 12, 2021

She shares different channels and strategies for creating the most convient customer support experience for your customers. Allowing their sales and creative teams to focus on generating more business. This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp.

Chief Customer Officer 301

Chief Customer Officer Call Center Consulting Consulting 301

Callminer

FEBRUARY 23, 2021

Support through social media: this channel is not just how consumers talk about the organization; it is a means of talking to the organization and part of a broader strategy of making communications easy and providing the channels your customers prefer. Sales and service are being brought together as one.

Call Center 376

Call Center Technology Banking Contact Center 376

Quality Contact Solutions

SEPTEMBER 22, 2022

With so many lead generation strategies out there, it can be difficult to determine which is best for your organization. But we know all too well how important it is to have a steady stream of qualified sales leads to keep your team busy and, ultimately, to meet your business goals.

Telemarketing 98

Telemarketing Advertising outsourcing Marketing 98

ShepHyken

AUGUST 30, 2019

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. Most marketers focus on maximizing the profits from the initial sale, but how do you grow and sustain customer lifetime value for the entire customer cycle?

Airlines 280

Airlines Metrics Advertising Sales 280

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. Retail brands know that brick-and-mortar experiences alone just won’t cut it, nor will insufficient digital experiences that fail to account for the evolving customer experience.

Customer Service 190

Customer Service Advertising B2C Big data 190

Beyond Philosophy

JANUARY 13, 2022

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. So, these operational factors would not influence the sales team’s decision. . An outside consultant is a great choice.

Accountability 195

Accountability Consulting Consulting Sales 195

AWS Machine Learning

DECEMBER 11, 2024

In the same spirit of using generative AI to equip our sales teams to most effectively meet customer needs, this post reviews how weve delivered an internally-facing conversational sales assistant using Amazon Q Business.

Sales 82

Sales Accountability APIs CRM 82