Beyond Philosophy

OCTOBER 6, 2015

Banks lied to us, nearly crashing the world economy and causing the Great Recession. I had thought the banking crisis was the pinnacle of organizational stupidity but then last week we hear Volkswagen (VW) lost 30% of their value. The hope was the Clean Diesel would boost sales in the U.S.,

Banking 406

Banking Consulting Consulting Government 406

Integrity Solutions

SEPTEMBER 18, 2024

Banking sales strategies are being redefined: Here’s how to pivot your customer relationships. The predicted ups and downs in the yield curve can affect your bank’s overall profitability. What Opportunities do These Challenges Create for Banks?

Banking 83

Banking Sales Employee engagement Consulting 83

Beyond Philosophy

SEPTEMBER 15, 2015

First Direct, a phone and online retail bank in the UK, scored the highest in the UK study, 61 points higher than the HSBC, the bank that owns them. It’s the reason people like setting up an Apple computer for the first time over a PC, and it’s why we prefer to bank online instead of going to a branch.

Banking 383

Banking Telecommunications Consulting Consulting 383

Callminer

FEBRUARY 23, 2021

. “Citibank originally saw a significant increase in call volume from customers asking about COVID-19 related issues, according to a source familiar with the bank, but has since seen a reduction after the bank developed some digital service options. Sales and service are being brought together as one.

Call Center 376

Call Center Technology Banking Contact Center 376

Steve DiGioia

SEPTEMBER 24, 2020

He signs our paycheck, yes, but it’s drawn on the “bank of the customer”. As mentioned by helpscout.com, “Great businesses see service not as a cost, but as a sales opportunity.”. The “boss” doesn’t pay us, the customer does. The boss just passes us a portion of the money that’s spent by our customers.

Customer Service 310

Customer Service Banking Sales Personalization 310

Beyond Philosophy

MARCH 31, 2020

So I waited a number of days but as the flight approached it was an exhausting and time-consuming experience, trying different numbers in different sales offices, writing e-mails no one bothered to reply to before I was able to convert my flight into an open-ticket one, for which I received no confirmation.

Airlines 499

Airlines Healthcare Government Self service 499

Talkdesk

SEPTEMBER 4, 2020

The reimagining of business places the customer at its forefront and affects every aspect of the banking industry — from human resources and security to sales and marketing. After COVID-19 hit, many business owners felt underserved by their banks and voiced their displeasure by moving their money elsewhere.

Banking 114

Banking Contact Center APIs Cloud contact 114

ShepHyken

FEBRUARY 6, 2023

” About: Scot Pickerill is the Vice President of Americas Inside Sales, Service, and Sales Operations for Fender. Bank of America, and American Express. Don’t be afraid to lean to discomfort, test new things, and then measure it to ensure that it’s working the way you designed it.”

Feedback 307

Feedback Banking Sales Customer Service 307

Beyond Philosophy

NOVEMBER 10, 2014

In an article about the moments of truth in customer service, McKinsey & Company revealed that 70% of customers at a bank reduced their commitment when they had a bad Customer Experience. That article also revealed that 85% of customers that had a good relationship with the bank increased their commitment.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

ShepHyken

DECEMBER 24, 2021

I don’t know I needed to be compliant: Your bank is not required to ask you to be compliant. Avoid Fines: Banks can fine you $5000 – $100,000 monthly for PCI violations. . Increased Sales: PCI compliance reduces anxiety for customers sharing sensitive data, meaning more conversions and sales. .

Call Center 318

Call Center outsourcing Banking Education 318

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

MARCH 8, 2017

So, I typed the URL into the Internet browser and found out… it was for sale. In 2000 Bank of America bought the domain name for $3 million. So, I thought it would be nice to own the domain name CustomerService.com. But, surely some company that is totally focused on their customers would already own it. Nobody was using this domain.

Customer Service 300

Customer Service Banking Sales Marketing 300

Call Center Weekly

SEPTEMBER 11, 2018

Amazon has a fantastic turnkey return policy, AMEX overnights cards, Chase Bank fraud protection has zero friction, but I also think back to one of my first jobs as a cashier at the Ace Hardware in Fargo, ND. Kathryn Frankson is a B2B event sales and marketing professional at UBM.

B2B 235

B2B Customer Experience B2C Banking 235

Myra Golden Media

DECEMBER 8, 2019

I’ve designed start-up chat support for banks, libraries, consulting companies, medical practices, and contact centers. Don’t waste their time by sending them to sales or service. When I set up a chat platform for my clients, I have two goals. First, I want to deliver a fast and complete support experience. No transfers.

Banking 276

Banking Consulting Consulting Contact Center 276

ShepHyken

JANUARY 17, 2018

After that meeting, I talked to our sales rep and mentioned that if they repeated the contract we signed for that first year, we would most likely come back. Our sales rep said she would go back to her leadership team and ask them to honor last year’s contract terms. It didn’t break the bank for us to pay the $25 fee.

Banking 128

Banking Sales Customer Service Personalization 128

Comm100

APRIL 9, 2021

Because of this, today’s clients are likely to judge the customer support from their bank by comparing it to other experiences like paying a phone bill online or ordering food on a delivery app. So how can financial services and banking deliver the best live chat support? Today’s customer service expectations cross over industries.

Benchmark 94

Benchmark Best practices Banking Wait times 94

ShepHyken

MAY 3, 2021

Their CEO and Founder Chuck Surack places the experience over the sale. Even though this article focuses on the banking industry, there’s plenty of food for thought here. This company is on my radar. They are an amazing example of customer service and CX, and there is much to learn about this brand.

Customer Service 290

Customer Service Entertainment Banking Marketing 290

Integrity Solutions

JULY 25, 2023

The banking industry is undergoing a significant transformation, driven by technological advancements, changing customer expectations and evolving regulatory landscapes. Incidents involving banks like SVB and First Republic Bank, coupled with the emergence of new banks, have placed many regional and community banks in a precarious position.

Banking 72

Banking Coaching Sales Employee engagement 72

CrazyCall

APRIL 9, 2019

There are dozens of hundreds of rankings devoted to sales influencers and experts across different industries and the world in general (we’ve also published one ). We’ve decided to remedy the situation and created a list of 18 saleswomen who in our view play an essential role in the world of sales. Tiffani Bova. Tiffani Bova.

Sales 133

Sales Consulting Consulting Coaching 133

ShepHyken

JUNE 28, 2019

Yet bank employees did not disappear with the advent of the ATM. The World Bank finds in its 2019 examination of the workforce that while technology is indeed changing how people work, it’s also creating new opportunities. Technology replacing humans. That’s what we all fear. And yet, a net gain in human jobs is also expected.

Contact Center 293

Contact Center Self service Banking Airlines 293

Beyond Philosophy

JUNE 11, 2015

Walmart, has been considering development of its own ‘house’ bank, which would provide even more customer data. What Publix does, instead of loyalty cards, is try different alternative approaches to build sales. Some retailers do more than emphasize the sales and service fundamentals. Like Tesco is already doing in the U.K,

Airlines 274

Airlines Customer centricity Multichannel Sales 274

ShepHyken

JUNE 23, 2017

So what other features in live chat software make it a great solution for websites and increasing your sales? Businesses usually take their time making a decision to purchase, as for higher value products they may inquire with multiple suppliers, so it is important that live chat can cater to visitors at any stage of their sales cycle.

Banking 205

Banking B2C Advertising B2B 205

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 103

Personalization Sales Scripts Contact Center 103

ShepHyken

SEPTEMBER 14, 2018

And repeat customers means repeat sales, which is success you can take to the bank. As a small business owner, you may be confident in your website design and your customer’s experience, but don’t be overly confident and risk losing sales. This strategy can help recover lost sales and boost your bottom line almost immediately.

Analytics 733

Analytics Sales Banking Technology 733

Integrity Solutions

OCTOBER 23, 2023

One of the most common pathways into sales is… accidental. Many people find themselves taking a sales role almost as a layover en route to their “real” career. And then a funny thing happens: They realize they like doing sales. “To become successful in sales, you need a lo t of networking.

Sales 110

Sales Coaching Education Feedback 110

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

AWS Machine Learning

OCTOBER 24, 2024

In this post, we dive into a business use case for a banking institution. We will show you how a financial or business analyst at a bank can easily predict if a customer’s loan will be fully paid, charged off, or current using a machine learning model that is best for the business problem at hand.

Banking 116

Banking Analytics Engineering Accountability 116

Callminer

AUGUST 1, 2017

Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Rachel Ivers worked as an Inside Sales Representative for 8z Real Estate for one and a half years. Katherine Dougherty, MaidPro National Sales Center Director, describes herself as being MaidPro born and raised.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

CSM Magazine

JANUARY 27, 2025

Revenue: Sales, service income, etc. Bank Statements: Regularly download and save your bank statements. Establish a routine for: Daily Transactions: Record daily sales and expenses. Weekly Reviews: Review your financial statements and reconcile bank accounts. Liabilities: Accounts payable, loans, credit lines, etc.

Banking 52

Banking Accountability outsourcing Sales 52

Tethr

MARCH 22, 2021

This material originally appeared as part of our Learning Series podcast on B2C sales. Welcome to the Tethr Learning Series, The four “D’s” of better B2C sales performance. In this study, we built a predictive sales model, where we looked at B2C sales performance, specifically in inbound sales conversations.

B2C 106

B2C Sales Inbound sales Upselling 106

TeleDirect

JANUARY 30, 2025

Financial Services Help Desk Banks and financial institutions outsource fraud detection and customer inquiries, ensuring secure transactions and regulatory compliance. Healthcare Administrative Support Medical providers outsource appointment scheduling and insurance verification, reducing administrative strain on in-house staff.

outsourcing 106

outsourcing Call Center CRM Technical Support 106

Beyond Philosophy

DECEMBER 5, 2016

Enter Wells Fargo, and its alleged multi-year illegal sales practices across the company, first reported about two weeks ago – although, with all of the media attention, including widely-covered congressional hearings, it feels like the situation has been going on for months. Wells Fargo Scandal.

Brand ambassadors 247

Brand ambassadors Customer centricity Banking Consulting 247

ShepHyken

JANUARY 15, 2018

Making Customer Experience Your Marketing and Sales Magnet by Chuck Sykes. The author of this short article makes three important points to emphasize that customer service, marketing and sales have merged to create an experience that helps customers make buying decisions, and at the same time, makes them feel good about those decisions.

Customer Service 0

Customer Service Surveys Banking Marketing 0

Call Center Weekly

MARCH 28, 2018

Banks might not want to measure their Net Promoter Score against sporting goods stores. Or big box stores might not want to compare Same Store Sales with a coffee shop. However, banks checking Customer Satisfaction against other banks makes much better sense.

industry standards 136

industry standards Banking Metrics Contact Center 136

Beyond Philosophy

FEBRUARY 24, 2015

Whether you are a bank, a supermarket or a telecom, there is a psychology to your experience that can be designed to provide a better experience for your customers. The Relationship Between Customer Experience Management and Sales. Understanding these indicators are key to influencing the Customer behavior in your experience.

Customer centricity 305

Customer centricity Customer retention Consulting Consulting 305

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning.

Employee engagement 80

Employee engagement Banking Coaching Personalization 80

Joe Rawlinson

NOVEMBER 3, 2024

Quick Response Times Implementing bank card scanning substantially decreases wait times. Improved efficiency also has a direct impact on both buyer satisfaction and sales outcomes. This further boosts customer loyalty and encourages repeat purchases. This is especially beneficial for high-traffic retail stores or promotional events.

Customer Service 78

Customer Service Advertising Upselling Banking 78