ShepHyken

SEPTEMBER 14, 2021

Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. Creating the customer journey is not about a sales funnel. ” About: John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. The Ultimate Marketing Engine. Shep Hyken ?is

Engineering 402

Engineering Consulting Consulting Marketing 402

Outsource Consultants

FEBRUARY 25, 2025

At Outsource Consultants, we’ve seen ecommerce call center services significantly boost revenue and customer satisfaction. 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.

Call Center 67

Call Center Sales outsourcing Technical Support 67

Beyond Philosophy

FEBRUARY 10, 2020

Treating your customers well and giving them what they want is at the heart of every sales manager’s action and marketing department’s message. . New Sales Growth: This area includes increases in sales, market share, or new customer acquisition. Moreover, RICOH did this in a declining market for printer sales overall. .

Consulting 430

Consulting Consulting Telecommunications Entertainment 430

Beyond Philosophy

OCTOBER 31, 2016

In today’s context, their Code of Ethics sounds absurd: Wells Fargo’s reputation as ‘one of the world’s great companies for integrity and principled performance’ sounds laughable in light of the scandal where employees opened millions of fraudulent customer accounts to hit product sales goals over the past 10 years.

Banking 0

Banking Consulting Consulting Sales 0

ShepHyken

DECEMBER 22, 2024

On the other hand, poor service can cause customers to leave, which can hurt a companys reputation and sales. My Comment: It’s an honor to be named one of the Top Ten Consultants/Experts from CallCentreHelper.com.

Customer Service 196

Customer Service outsourcing Customer Support Chatbots 196

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. Gary Williams is the Director of Sales and Consultancy at Spitch. He is an e xperienced Sales Director with a demonstrated history of working in the information technology and services industry.

Interactive Voice Response 367

Interactive Voice Response Customer centricity Consulting Consulting 367

Beyond Philosophy

SEPTEMBER 30, 2021

Our listener wants help convincing his team that using a free trial will help sales. So, yes, offering a free trial could increase sales by activating the Endowment Effect. . So, it’s easy to imagine that this free trial would increase sales. One of our podcast listeners wrote to us with a problem. The Trials of Trials.

Sales 195

Sales Advertising Customer centricity Accountability 195

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. VW isn’t the first company to break their promises.

Banking 406

Banking Consulting Consulting Government 406

ShepHyken

OCTOBER 20, 2020

Focus on the Customer, Not the Sale. Work to solve your customers’ business needs without trying to make a sale. Work to solve your customers’ business needs without trying to make a sale. Building a Customer Engagement Strategy That Lasts. Shep Hyken interviews Lou Gallagher , Consumer Engagement Specialist at Mitel.

Customer centricity 74

Customer centricity Engineering Consulting Consulting 74

Beyond Philosophy

DECEMBER 6, 2019

Are you too focused on sales revenue? In our Global Customer Experience Consultancy, we were doing some work with an airline. Sometimes, the only time senior management ever deals with customers is when there is a significant sale on the line. Ensure that you take that into account when you make these decisions.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

FEBRUARY 8, 2020

Our global Customer Experience consultancy engaged research at the end of 2019 to determine our direction for the next decade. Moreover, our work with RICOH Canada, the printer company, improved their NPS by 34 points in 30 months and also increased printer sales by 10 percent—and this was in a declining market.

Consulting 355

Consulting Consulting Marketing Customer Experience 355

Beyond Philosophy

SEPTEMBER 28, 2016

Moreover, 200 million of them are up for sale by a hacker named “Peace.” Sometimes, you only found out when the information appears with a “For Sale” sign on it. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Accountability 419

Accountability Big data Sales Consulting 419

Beyond Philosophy

NOVEMBER 28, 2016

A recent article by a major employee research and engagement consulting organization were reported on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? correlation. Republished with permission from CustomerThink.com.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

SEPTEMBER 18, 2016

However, her division was just fined $185 million for opening phony accounts to hit sales product goals, actions described by the Consumer Financial Protection Bureau (CFPB), as a “ violation of trust and an abuse of trust. ” There is always pressure to make your sales goals. She departs with over $124 million in stock and options.

Banking 416

Banking Construction Accountability Sales 416

Beyond Philosophy

NOVEMBER 27, 2017

In our global Customer Experience Consultancy, we developed a Customer Experience Assessment model called Naive to Natural to determine a company’s level of customer centricity. Many companies, if not most, focus on sales and performance in team meetings and company communications. They view complaints as opportunities.

Customer centricity 400

Customer centricity Consulting Consulting Customer Experience 400

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. Retailers drop their prices to bring more shoppers into their stores.

Consulting 312

Consulting Consulting Sales Customer Experience 312

ShepHyken

MARCH 12, 2021

He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. Increasing online prospects, lead generation and sales. Aligning marketing and sales.

B2B 388

B2B Journey mapping B2C Telecommunications 388

Beyond Philosophy

AUGUST 16, 2018

In that role, I had many bright consultants come in to share fabulous theories. The clever consultants did not have a satisfactory response! When I left British Telecom to start my global Customer Experience consultancy, I remembered my dissatisfaction with the all-theory-no-practicality approach to business.

Consulting 461

Consulting Consulting Customer Experience Customer retention 461

Beyond Philosophy

JULY 25, 2020

You can also see it in business situations, like when a sales manager criticizes a sales representative for missing quota, which may or may not be within the sales representatives’ control. The post Why You Think You Are In Control When You Are Not appeared first on CX Consulting. Click here find out more.

Advertising 393

Advertising Sales Consulting Consulting 393

Beyond Philosophy

JANUARY 23, 2020

This effort might require some sales skills to leadership(i.e., Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The post Why Your CX Job is Probably on the Line This Year appeared first on Customer Experience Consulting.

Consulting 444

Consulting Consulting Customer Experience Metrics 444

ShepHyken

NOVEMBER 22, 2016

Shep Hyken speaks with professional speaker and author Andy Masters about his bestselling book, “Kiss Your Customer: 77 Reasons Why Sales & Service Are Just Like Dating & Relationships.” Andy Masters On How Customer Service. Is Just Like Dating and Relationships. What questions will this episode answer?

Consulting 318

Consulting Consulting Sales Personalization 318

Beyond Philosophy

MAY 25, 2022

Contact center employees felt like second-class citizens in the organization, not nearly as valuable or venerated as sales and marketing. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. appeared first on CX Consulting. Are You Prepared?

Contact Center 370

Contact Center Consulting Consulting Coaching 370

Beyond Philosophy

NOVEMBER 7, 2016

Philadelphia area McDonald’s donate 100% of the income generated from coffee sales to a local youth homeless shelters. In nearby Delaware, McDonald’s owners across the state have a Coffee with a Cause program that uses 50% of the net coffee sales to support a charitable organization chosen in the area by owner/operators.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

Beyond Philosophy

MARCH 10, 2020

The commission on the sale was considerable. . In our business growth consultancy, we worked with a health insurer’s call center and listened in on some calls. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Consulting 448

Consulting Consulting Call Center Personalization 448

Beyond Philosophy

OCTOBER 5, 2015

If you spend the majority of a meeting talking about sales reports and operations, and just a little bit at the end about CX, it’s clear what the leadership team values. Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA.

Consulting 383

Consulting Consulting Customer Experience Sales 383

Beyond Philosophy

FEBRUARY 8, 2017

In our customer experience consultancy, we find there’s one thing that consistently prevents companies from adopting a more customer-centric approach. They’re not greeting customers or closing sales. Sales reps and installers meet with customers all the time. It’s not (as you might guess) cost! 7. Go for a Ride.

Management 308

Management Consulting Consulting Finance 308

Beyond Philosophy

FEBRUARY 27, 2020

Anytime you incorporate time into the sales process, Hyperbolic Discounting makes people feel hesitant to buy. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Motivating them to act will demand a significant return. .

Consulting 468

Consulting Consulting Education Sales 468

Beyond Philosophy

DECEMBER 12, 2016

billion in sales, representing 12% growth for Cyber Monday sales in 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Chances are if you are shopping for the holidays, you are buying at least in part online.

Consulting 392

Consulting Consulting Sales Customer Experience 392

ShepHyken

FEBRUARY 20, 2024

I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to.

Metrics 399

Metrics Customer Service Consulting Consulting 399

Beyond Philosophy

SEPTEMBER 6, 2017

We find that many organizations measure performance in sales growth or stock price. In our global Customer Experience consultancy, we recommend measuring CX performance that does the two following things: Reflects the CX definition you have determined as your goal, also called the Customer Experience Statement or CES.

Consulting 302

Consulting Consulting Finance Metrics 302

Beyond Philosophy

FEBRUARY 21, 2020

Conversational Commerce is a way to describe how customers interact with brands on social media and other channels to move them through the sales cycle. The post The hidden success for brands in the future appeared first on Customer Experience Consulting. This podcast is produced by Resonate Recordings.

Chatbots 395

Chatbots Consulting Consulting Technology 395

Beyond Philosophy

FEBRUARY 8, 2018

In our global Customer Experience Consultancy, we see irrational behavior by customers all the time. and then justify rationally (“The cookies were on sale, so I bought them!”). Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Construction 337

Construction Consulting Consulting Customer Experience 337

Beyond Philosophy

SEPTEMBER 15, 2015

If you enjoyed this post, you might be interested in the following blogs: Case Study: Increase Your Sales by 47% By Doing This…. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The One Question To Ask When Making Decisions.

Banking 383

Banking Telecommunications Consulting Consulting 383

Beyond Philosophy

AUGUST 30, 2019

This is one of our key questions we ask organizations when we consult with them. Marketing, Sales, Customer service, Finance, IT, etc. The Secret of Creating an Effective Customer Experience (CX) Strategy. What is the experience you are trying to deliver to your customers?

Customer Experience 351

Customer Experience Finance Consulting Consulting 351

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

Beyond Philosophy

JULY 5, 2017

But I see the same thing in the businesses we help at our customer experience consultancy. It’s management that typically stands in the way by articulating vague, impossible to achieve goals without consulting the people in the ranks. I think I’d much prefer a hearty “Congratulations – well done!” Remember Wells Fargo ?

Morale 324

Morale Consulting Consulting Employee engagement 324