Beyond Philosophy

OCTOBER 11, 2019

They increased their Net Promoter Score® (NPS) by 34 points over 30 months and enjoyed a ten percent increase in sales. It all started because printer sales were declining as an industry about 12 or 13 years ago. Part of the reason that Laverty had such success with his program is RICOH Canada already had a sales mindset.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

ShepHyken

SEPTEMBER 26, 2016

Anything less than a consistent experience erodes confidence and eventually sales. This article includes some good ideas and a couple of great mini-case studies that emphasize the power of the customer journey map. So, just like any relationship – both personal and business – there are a few things you should consider.

Journey mapping 308

Journey mapping Customer Service Contact Center Airlines 308

CCNG

NOVEMBER 9, 2021

The way humans describe their customer service needs vary widely from business to business, and they vary massively from person to person. There are many incredible case studies of AI positively transforming the contact center. If you, dear reader, have made it this far and I’ve made you scared, please don’t be.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

Beyond Philosophy

JULY 24, 2017

And thus began an excellent case study in how NOT to treat your customers. Among its perks, the program ensures that you only have to deal with one person throughout your transaction. If you can afford its Black Label program, sales people come to you, and you deal with one person from beginning to end.

Employee engagement 278

Employee engagement Finance Sales Consulting 278

Beyond Philosophy

JULY 7, 2022

Now, they are transitioning back to unrestricted in-person interactions, but not to the same place they were for all those years. However, that isn’t as difficult in an in-person interaction. For example, are there opportunities within the physical space for people to interact with a computer rather than a sales clerk?

Technology 402

Technology Consulting Consulting Personalization 402

Beyond Philosophy

JULY 10, 2017

One French bookseller reported a 10% increase in sales after using the technology. Passengers wear an Ocean Medallion technology, which is a token they wear on their person that interacts with sensors all over the ship that record what the passenger is doing. Case Study: Enhance Your CX With This Technology.

Airlines 313

Airlines Consulting Consulting Technology 313

Kayako

AUGUST 12, 2022

The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery.

Personalization 118

Personalization Customer Service Government Customer effort 118

Integrity Solutions

JUNE 10, 2024

There’s no real sales conversation or dialogue. Most sales leaders today recognize this isn’t a sustainable way to develop business and cultivate a long-term customer base. Today’s buyers are not only are turned off by the relentless sales talk, they’re also more informed than ever.

Sales 107

Sales Scripts Personalization Coaching 107

Beyond Philosophy

APRIL 18, 2016

One of the many ways these biases manifest is in our responses to psychometric tools like ability tests, personality questionnaires, and even responses on Net Promoter Score (NPS) inquiries. If you enjoyed this post, you might be interested in the following blogs: Case Study: Increase Your Sales by 47% By Doing This….

Consulting 281

Consulting Consulting B2B Customer Experience 281

Callminer

FEBRUARY 23, 2021

Sales and service are being brought together as one. Aligning sales and service helps customer service agents deliver more personalized customer experiences, which naturally leads to better business outcomes. Adopting a personal touch in customer service interactions will become indispensable.

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

NOVEMBER 30, 2020

(No Jitter) Especially now, customers crave humanized experience and personal touch when it comes to service and support. My Comment: So many of the case studies about moving from traditional to online sales (eCommerce) are focused on B2C types of businesses – primarily in the retail industry. Can they co-exist?

Customer Service 176

Customer Service Construction B2C B2B 176

Beyond Philosophy

FEBRUARY 17, 2016

Other emotion-driven purchases include things like vacations, luxury brand goods, personalized items and prestigious jewelry or watches. Your emotions may be telling you to get the personalized golf clubs, but that doesn’t mean you aren’t also evaluating their features. Case Study: Increase Your sales by 47% by Doing This.

Consulting 275

Consulting Consulting Customer Experience Personalization 275

Beyond Philosophy

SEPTEMBER 26, 2024

Listen to the podcast: Personalization is an exciting and developing area for Customer Experiences. Personalization is a significant area for our field, particularly with the assistance of artificial intelligence (AI) tools. What is Personalization? Not everybody needs to have things personalized. It does not.

CRM 221

CRM Personalization Education Marketing 221

JustCall

APRIL 13, 2020

Start with your remote sales teams, first. In this blog, we will share some hacks and tips sales teams can follow, as they work from home. We spoke to a few leaders and experts from across industries to understand what remote sales practices, and hacks they are using. Tips, Tricks, and Hacks for Remote Selling.

Sales 98

Sales CRM Chatbots Analytics 98

TeleDirect

MARCH 13, 2025

Creates a more personalized customer experience. Use case studies and real scenarios to reinforce decision-making skills. A: Use interactive role-playing, gamification, and real-life case studies to keep agents engaged and motivated. Reduces call transfers and improves first-call resolution (FCR).

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

24-7 InTouch

JUNE 20, 2024

In an industry where maintaining a competitive edge is crucial, consumer goods retailers face constant pressure to improve customer satisfaction and drive sales. Download the case study to see the full impact of our training program and uncover insights that can drive your business forward.

Upselling 52

Upselling Average Handle Time Metrics Sales 52

Education Services Group

JULY 27, 2021

But my favorite way to showcase your past successes and your current abilities to the world is by telling a customer’s success story with a case study. Case studies can be some of the most powerful content because they tap into one of the most powerful methods of communicating – storytelling. Our brains love stories.

Sales 52

Sales Marketing Accountability Best practices 52

ChurnZero

DECEMBER 15, 2021

Sales, Marketing, and Product teams can all benefit from having the answers to those sorts of questions. Customer Success Software & Sales. Customer Success software can easily show Sales teams the customer type or particular industry in which current customers have renewed, or are forecasted to renew. Realistic Timeliness.

Sales 98

Sales Marketing Accountability Surveys 98

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 127

Sales Accountability Feedback Metrics 127

TechSee

AUGUST 7, 2018

Yet, all this progress has created a new set of sales challenges. Understanding and addressing these e-commerce obstacles is the key towards improving sales processes, driving a better customer journey, delivering more consumer conversions, and ultimately garnering a greater level of success for your business. Technical barriers.

Sales 95

Sales Automotive B2B Entertainment 95

Global Response

DECEMBER 9, 2024

Personalized service Personalized customer service is critical in busy seasons, especially during the holidays. Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience every time. Ready to perfect your CX? Ready to handle your busy seasons like a pro?

outsourcing 62

outsourcing Call Center Wait times Abandon rate 62

LiveChat

NOVEMBER 27, 2018

If it was able to close a sale, it can mark the chat with a goal. The post Dos and Don’ts of Building a Customer Service Chatbot: LiveChat Case Study appeared first on LiveChat. It might seem that it’s much more efficient to train two or three people and then ask them to keep an eye on your chatbots.

Chatbots 71

Chatbots Customer Service Education Accountability 71

TeleDirect

DECEMBER 20, 2024

We also provide outbound follow-ups to enhance customer engagement without venturing into outbound sales. These technologies enable us to provide fast, efficient, and personalized service. Look for testimonials, case studies, or industry recognition. What technology and tools does the call center use?

Call Center 62

Call Center Outbound sales industry standards Analytics 62

ShepHyken

APRIL 14, 2024

Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. First, the subtitle of the article mentions personalization.

Customer Service 193

Customer Service B2C B2B Customer Experience 193

ShepHyken

JUNE 8, 2018

When our users ask how to combine photos in Photofox (our artistic photo editing app) or ask something as simple as how to change settings, we started attaching a personalized screen recording to accompany our explanation. Here’s an upbeat case study. This kind of customer support will guarantee your end goal — more sales.

Customer Support 197

Customer Support Brand ambassadors Scripts Customer Care 197

aircall

OCTOBER 25, 2018

Alex has a professional background in creating and leveraging targeted sales enablement content to produce qualified leads and increase sales efficiency. The growing buzz around sales enablement. Up until a few years ago, sales enablement was not a function that warranted any serious attention.

Sales 75

Sales B2B Outbound sales SaaS 75

CSM Magazine

JANUARY 15, 2025

Possible Reasons Your Customer Stopped Responding Abruptly Based on general consensus and a detailed analysis of over a dozen surveys, insights, and case studies, we have uncovered six reasons behind abrupt customer silence: Unresolved issues: If you havent fixed their problem, theyre not going to keep talking.

Chatbots 52

Chatbots Sales Customer retention Personalization 52

NobelBiz

MARCH 18, 2025

As consumers increasingly seek trustworthy and personalized experiences from live representatives, the reliance on voice communications is only set to grow. Lost Revenue : Unanswered calls results in lost sales, missed appointments, and valuable customers slipping through the cracks. ” The result?

Best practices 52

Best practices B2C Call Center Consulting 52

CX Accelerator

DECEMBER 31, 2018

This can be a place where you explore, discuss and agree upon how you approach what some view as “gray area” You could even create a handful of “case studied” where you explain a situation (Mary was coming back from break and decided to chat with Rita quick about….XYZ. Nate Brown is the Co-founder of CX Accelerator.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Callminer

SEPTEMBER 1, 2020

While it may not have been our typical, in-person experience filled with cocktail hours and outdoor activities, there was no shortage of entertainment and powerful and engaging insight from the customer experience (CX) and contact center industry’s most influential leaders, and hands-on practitioners. The show goes on.

Entertainment 182

Entertainment Contact Center Analytics Customer Service 182

CrazyCall

JANUARY 11, 2019

Time to learn what’s going to be the next significant sales trend? Let’s start and talk about sales trends in 2019! In this article, I will focus on the most promising sales trends that can make or break your business next year. Sales trend no.1 Retail and e-commerce sales share the same sins.

Sales 83

Sales Advertising Marketing Multichannel 83

ProProfs Blog

JANUARY 28, 2021

Where to Feature Customer Testimonials to Get More Sales. Publish Blog Posts and Case Studies. This kind of feedback comes from people who found success on various levels (business, personal, time-wise, etc) thanks to your product. But, since you’re on social media, make it sound personal, colloquial, and use emoticons.

Feedback 148

Feedback Surveys Customer Support Sales 148

Expivia

JULY 19, 2023

Recruiting for Attitude and Effort Recruiting for attitude and effort involves going beyond resumes and looking deeper into a person’s character. Our HR team focuses on digging into the candidate’s personality during interviews, seeing if they can naturally carry a conversation, laugh, and handle situations calmly and confidently.

Contact Center 52

Contact Center Schedule adherence Technical Support Analytics 52

JustCall

AUGUST 14, 2019

The need for this harmony has been seen heavily between two teams – customer success and sales. A quick fact – High-performing sales teams are 2.3 Why do you need alignment between sales and customer success? You cannot leverage them for testimonials and case studies. You lose their business.

Sales 71

Sales Upselling Personalization Feedback 71

CSM Magazine

JANUARY 28, 2025

Proactive Communication Share industry tips, case studies, and updates about new features or services through email or social media to continuously educate your audience. Boosts Retention and Loyalty When you provide ongoing education, you show customers that your relationship doesnt end at the point of sale.

Education 52

Education Upselling SaaS Self service 52

Balto

JANUARY 28, 2025

The right AI partner ties everything back to business impact : Faster handle times Higher conversion rates Reduced onboarding time Improved compliance If a vendor cant provide clear benchmarks or case studies showing how they drive these metrics, walk away. What to ask your vendor: What KPIs have you improved for similar companies?

CRM 52

CRM Benchmark Feedback Metrics 52

Interaction Metrics

JANUARY 7, 2025

When tied to strategic goals, it can help you: Improve onboarding processes Reduce churn Increase sales Takeaway #2. Personalized Experiences: Starbucks leveraged rewards data to offer tailored recommendations and promotions, boosting customer engagement. Dont lead to meaningful action.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62