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

Integrity Solutions

MARCH 11, 2025

Improving sales performance is key to business growth, particularly in a constantly changing environment. Last year, Salesforce reported 67% of sales reps surveyed didn’t expect to meet their quota, and 84% missed it the previous year.

Sales 52

Sales Metrics CRM Coaching 52

ShepHyken

OCTOBER 7, 2020

A customer calls into a support center, and the agent notices something on their account that they could fix. The sales rep that sells the customer what they ask for instead of what they really need is a perfect example of customer disservice. Perhaps it’s a lack of training to focus on the details of what a customer really needs.

Customer Service 419

Customer Service Accountability Sales Personalization 419

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

CSM Magazine

NOVEMBER 7, 2024

However, cross-department training fills these gaps by connecting support staff with vital knowledge from sales, product, and marketing teams that are better equipped with that requisite knowledge. They grasp pricing structure logic from working alongside sales teams. The effects ripple beyond customer interactions.

Customer Service 52

Customer Service Finance Sales Marketing 52

ShepHyken

SEPTEMBER 7, 2023

He writes about designing a compelling customer experience process and training your team to implement it. You’ll primarily need: Time for training new CX processes. Regularly update training materials based on customer feedback. Partnering with your sales team here can help.

B2C 346

B2C Customer centricity Feedback Upselling 346

Cincom

FEBRUARY 21, 2025

Speed, accuracy, and the ability to meet customer demands efficiently are the pillars of success for the sales team. Configure, Price, and Quote (CPQ) software plays a vital role in automating product configuration, pricing, and quote generation helping sales teams to easily handle complex pricing scenarios.

Sales 40

Sales Gamification Finance Best practices 40

Outsource Consultants

FEBRUARY 25, 2025

In this post, we’ll explore how to harness the power of call centers to increase your ecommerce sales and stay ahead in the competitive digital marketplace. They enhance customer experiences, streamline operations, and boost sales. Providing Technical Support In the digital realm, technical issues can block sales.

Call Center 67

Call Center Sales outsourcing Technical Support 67

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. Money.cnn.com.

Banking 352

Banking Accountability Consulting Consulting 352

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

TeleDirect

DECEMBER 25, 2024

Offer real-time assistance during global sales events. Financial Services Provide account support and fraud detection. Invest in Agent Training Train agents to handle diverse customer needs effectively. A 40% increase in customer satisfaction and a 20% boost in sales during peak periods. The result?

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

TeleDirect

JANUARY 7, 2025

A delayed response can lead to frustration, lost sales, and even a tarnished brand reputation. Skilled Agents Our team of trained agents delivers professional, empathetic, and efficient service. They undergo rigorous training to handle: Customer inquiries Technical support Complaints and escalations 4.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

Vistio

DECEMBER 5, 2024

Traditional contact center training often focuses on preparing agents for their first day on the job, but what about day 101—or day 1,001? Even the most comprehensive onboarding programs can’t account for the full range of challenges agents will face throughout their careers.

At home agents 52

At home agents Contact Center Best practices Feedback 52

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. We’ve had a pretty good shopping experience so far.

Customer Experience 411

Customer Experience Accountability Consulting Consulting 411

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. She was very engaged in the training. How We Make Decisions—Prospect Theory.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

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. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Banking 406

Banking Consulting Consulting Government 406

ShepHyken

DECEMBER 28, 2022

Customers are not a sale, an account number, a prospect, etc. Train and empower your employees. If you have good people and train them well, let them do their job. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. They create lasting impressions. .

Customer Service 339

Customer Service Personalization Accountability Sales 339

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

AUGUST 12, 2020

We’ve recently trained some of our clients on journey mapping. 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. . Follow Colin Shaw on Twitter @ColinShaw_CX.

Journey mapping 468

Journey mapping Consulting Consulting Marketing 468

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

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

AWS Machine Learning

FEBRUARY 13, 2024

Features are inputs to ML models used during training and inference. Also, when features used to train models offline in batch are made available for real-time inference, it’s hard to keep the two feature stores synchronized. For a deep dive, refer to Cross account feature group discoverability and access.

Accountability 129

Accountability Government Engineering Scripts 129

AWS Machine Learning

NOVEMBER 26, 2024

By providing real-time visibility into model performance and hardware usage, Datadog helps you achieve efficient training and inference, optimized resource utilization, and the prevention of service slowdowns. Execution status – You can monitor the progress of training jobs, including completed tasks and failed runs.

Metrics 106

Metrics Engineering Sales Marketing 106

Integrity Solutions

SEPTEMBER 23, 2024

Sales enablement has become an integral component of the modern sales organization, yet there is still confusion around what sales enablement actually is and, crucially, how to really make it deliver results for your salespeople and your business. This is not unlike the situation many sales leaders are finding themselves in.

Sales 101

Sales Coaching Telecommunications Accountability 101

ShepHyken

JUNE 7, 2021

That question has accounted for millions and millions of extra sales. They have to overcome a reputation and work hard to train the government employees. Go to The Customer Focus™ to learn more about our customer service training programs. My Comment: “Would you like fries with that?” Follow on Twitter: @Hyken.

Customer Service 346

Customer Service Customer centricity Government B2B 346

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

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 126

Sales Accountability Feedback Metrics 126

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! Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Remember Wells Fargo ?

Morale 324

Morale Consulting Consulting Employee engagement 324

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

Integrity Solutions

SEPTEMBER 28, 2023

Their emphasis customer service training delivers end-to-end service excellence that is driving strong loyalty, competitive differentiation and direct revenue generation. WHAT TO LOOK FOR IN CUSTOMER SERVICE TRAINING PROGRAMS A customer service culture has to be built on more than just words.

Customer Service 106

Customer Service Coaching Contact Center Banking 106

Cincom

FEBRUARY 14, 2025

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. Apply multi-tier approvals for large enterprise deals, ensuring senior sales leaders can intervene when necessary.

Best practices 40

Best practices Sales CRM Finance 40

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

SEPTEMBER 20, 2019

Customer Success / Account Management – Outside of support, this team interacts with customers the most frequently. If they see a customer is having problems with chat conversations, they can provide training on their next call around configuring the chat technology to ensure its meeting their needs.

B2B 281

B2B Customer Support CRM B2C 281

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? You might take some ideas from what they did: All leaders attended Situational Leadership II training.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Callminer

SEPTEMBER 23, 2020

Outbound call centers depend on skilled and well-trained agents as much as useful software to consistently meet business goals. Call centers that implement agent performance management solutions equip their agents with the ongoing coaching and training needed to perform at their best. Aim to connect.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

CCNG

JUNE 16, 2021

The FTC noted negative outcomes of AI models and warned those using AI to “hold yourself accountable – or be ready for the FTC to do it for you.” The overarching theme in all of these regulatory discussions is that negative outcomes most often arise from AI models trained with data that has human bias.

CCNG 221

CCNG Government Healthcare Enterprise 221