ShepHyken

DECEMBER 9, 2024

Can Your Customer Service Make a Sale? And sure, there were those sales. Customer service must be baked into the entire customer journey, especially in sales. In addition, the customer support department, when they provide stellar service, may have an opportunity to make additional sales.

Customer Service 190

Customer Service B2B Sales Self service 190

ShepHyken

APRIL 27, 2021

Shep Hyken interviews Stacy Sherman, Founder of DoingCXRight and Director of Customer Experience & Employee Engagement at Schindler Elevator Corporation. How do you protect employees from racist or other difficult encounters? At what point do you say my employees are more important than a sale?

Employee engagement 401

Employee engagement Feedback Customer Experience Sales 401

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

Satrix Solutions

APRIL 6, 2020

These activities also help build brand reputation, amplify public relations, strengthen current customer loyalty, and hopefully improve sales when the worst of these events have passed. The post Why Encouraging Social Goodwill Cultivates Employee Engagement and Improve Customer Experiences appeared first on Satrix Solutions.

Employee engagement 137

Employee engagement Customer Experience Advertising Banking 137

Hello Customer

APRIL 2, 2020

In times of social distancing, where everyone is working remotely it's crucial to keep your employees engaged. Reach out to your sales contact or client partner if you want to know more. Want to read more about how you can improve both the customer experience and the employee experience?

Employee engagement 94

Employee engagement APIs Surveys Feedback 94

Beyond Philosophy

NOVEMBER 10, 2014

Despite understanding, many organizations still reward on operationally focused Key Performance Indicators (KPIs) like sales and productivity. Most organizations choose to focus on sales as their KPI. If you have all of your incentives tied to sales and productivity, that’s what will be the focus your team’s efforts.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

NOVEMBER 7, 2016

Philadelphia area McDonald’s donate 100% of the income generated from coffee sales to a local youth homeless shelters. McDonald’s also has an Archways to Opportunity program that helps their employees continue their education, whether that means learning English, finishing secondary school or earning their college degree.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

ShepHyken

FEBRUARY 28, 2020

Jim didn’t win every sale, who does, but he always outperformed his counterparts. He did this by performing a technique that you wouldn’t find in any sales training book or case studies on the best sales techniques. Before Jim gave his sales pitch, he did something very interesting. Except for Jim.

Airlines 314

Airlines Sales Employee engagement Customer Experience 314

ShepHyken

FEBRUARY 4, 2020

Top Takeaways: It’s important to consider and optimize CX across the board, but especially within three key areas: digital channels and e-commerce, sales and the frontline, and especially new product development. About: Stacy Sherman is the Director of Customer Experience & Employee Engagement at Schindler Elevator Corporation.

Customer centricity 348

Customer centricity Employee engagement Customer Experience Customer Service 348

Beyond Philosophy

DECEMBER 22, 2014

But they are also preserved all over the purse straps carried by the actress down the red carpet for sale on Ebay and infesting the “try me” button the label maker displayed on the shelf at the office supply store. So sure, cooties are fictional critters infesting playgrounds all over the world as we speak.

Customer Experience 403

Customer Experience Customer emotions Employee engagement Customer centricity 403

Beyond Philosophy

NOVEMBER 10, 2014

An Electrical Retailer reduced complaints by 20%, increased levels of trust by 10% and achieved a 3% increase in ‘like for like’ sales. The company linked every 4% points improvement of their NPS score to 1% improvement in shipping volume, thus increasing volume by 10%. A B2B Telecom reduced costs by 36% and increased revenues by 7%.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

ShepHyken

OCTOBER 1, 2022

He shares how to get your customer service, sales, and marketing teams in sync. It’s a common problem for any organization with separate departments, especially customer service, marketing, and sales. Messages, questions, tickets, and sales inquiries come in, are dealt with, and archived by the same department.

Sales 180

Sales Marketing Customer Service Upselling 180

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. Estimations show that about 78% of consumers on a transaction did not choose to make an intended sale. . Reality: Customer Service generally feels like sales. . Avoid data silos .

Customer Experience 268

Customer Experience Advertising Employee engagement Sales 268

Beyond Philosophy

JULY 24, 2017

If you can afford its Black Label program, sales people come to you, and you deal with one person from beginning to end. Compensation and incentives are based on sales volume, and that is seldom a winning strategy in any industry. Improve your employee engagement and your subsequent customer experience.

Employee engagement 278

Employee engagement Finance Sales Consulting 278

ShepHyken

FEBRUARY 18, 2020

Improving your NPS rating alone will not necessarily lead to an increase in sales. About: Claire Sporton is the Senior Vice President of Customer Experience Innovation at Confirmit , a leading SaaS vendor for multi-channel customer experience, employee engagement and market research solutions.

Big data 318

Big data SaaS Employee engagement Customer Experience 318

Beyond Philosophy

MAY 31, 2016

Gwinner of Kansas State University—have found that employee behavior and advocacy—regardless of the employee’s level of satisfaction—have a direct and profound relationship to the behavior of customers, and also to corporate sales and profitability. Employee Engagement: Putting the Cart Before the Horse?

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Integrity Solutions

JUNE 18, 2021

Being a coach for sales teams has never been more important. Here are 10 sales coaching articles that can inspire new thinking, motivate your sales leaders and ultimately move the needle on your sales team’s performance. When your sales leaders hear the word “coach”, what comes to mind for them?

Coaching 101

Coaching Sales Transportation Employee engagement 101

ShepHyken

FEBRUARY 22, 2019

Stacy Sherman is a Customer Experience & Digital Marketing professional with a proven track record of increasing sales & loyalty at B2B & B2C companies of all sizes & budgets.

B2C 288

B2C B2B Customer centricity Employee engagement 288

aircall

OCTOBER 6, 2021

Employee engagement is more than just getting things done—it’s identifying with what you do. As a business owner, you need to create an environment where there is meaning behind the tasks your employees do. One of the best strategies for increasing engagement and retention is to refine your sales onboarding process.

Sales 117

Sales Scripts Best practices Feedback 117

Integrity Solutions

JULY 7, 2022

Sales coaches can develop the game plan and provide guidance and encouragement, but the team has to make the plays and sharpen their own skills and abilities. Effective Sales Coaching: It Takes Two. The same holds true for sales professionals and their coaches. What Winning Sales Coaches Do.

Coaching 19

Coaching Sales Personalization Accountability 19

Taylor Reach Group

MAY 14, 2020

If you had a way to increase sales by 20%, be 21% more profitable and increase your customer satisfaction scores by 10%, would you do it? How about improving employee retention by 24-59%, lowering absenteeism by 41% and increasing productivity by 17%? Connecting with employees is always step one. ‘ By Peg Ayers.

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

Beyond Philosophy

OCTOBER 28, 2014

You wait because you are “service” call, and all the agents are busy with “sales” calls. Naïve and Transactions companies like to transfer a call, or tell you how important you are while you wait to be answered…sometimes for a long time.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Integrity Solutions

JANUARY 28, 2021

It’s important to understand what it’s really going to cost you when you lose a sales rep — and what steps you can take to minimize your turnover rates. Every sales leader can relate to that pit-in-the-stomach feeling when a star sales rep says they’re moving on. In some industries, average sales rep tenure is just two years.

Sales 115

Sales Coaching Morale SaaS 115

Integrity Solutions

JULY 13, 2020

No matter how rapidly and dramatically external events may change, the top sales challenges seem to stay the same, year after year. Why aren’t salespeople and sales organizations able to make much headway in overcoming these common struggles? But the sales challenges persist. Sales Quota Achievement.

Sales 107

Sales Coaching Customer centricity Employee engagement 107

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. Are Disengaged Employees Really A Concern? Coaching is what makes the culture transferable and sustainable.

Employee engagement 86

Employee engagement Banking Coaching Personalization 86

Integrity Solutions

SEPTEMBER 18, 2024

Banking sales strategies are being redefined: Here’s how to pivot your customer relationships. The key to this proactive, strategic approach to banking sales strategies will be a committed, skilled team of banking professionals focused on creating higher levels of value for their customers at every step.

Banking 89

Banking Sales Employee engagement Consulting 89

Beyond Philosophy

JULY 5, 2017

But they need to be tied to specific goals your employees believe they can achieve. When employees couldn’t reach the company’s aggressive sales targets, they started opening accounts without the account holders’ permission! Be the company that inspires your employees through realistic goals and teamwork to make them happen.

Morale 324

Morale Consulting Consulting Employee engagement 324

Beyond Philosophy

AUGUST 17, 2016

If your customer service representatives or sales associates are feeling stressed, frustrated or burned out, they are likely to transmit those negative feelings to everyone they come in contact with, including coworkers and customers. For this reason, it is important to design an employee experience as well as a customer experience.

Customer Experience 280

Customer Experience Consulting Consulting Employee engagement 280

Integrity Solutions

JUNE 23, 2020

With sales booming, several top salespeople were promoted to manager roles, and the expectations were high. In their new roles as sales managers, these individuals’ success would now depend on how well they could rally their teams. Beyond Management 101, Sales Coaching Builds Company Culture. By Mike Esterday.

Coaching 82

Coaching Sales Management Employee engagement 82

Call Center Weekly

SEPTEMBER 13, 2018

You must answer the phone to provide the service or close the sale. Forecast to allow for vacation time off approvals – it will reduce unplanned absenteeism, calm stress, and improve employee engagement. Hire the right Workforce Team! Support your frontline agents!

Management 206

Management Customer Service contact center associations Interactive Voice Response 206

CX Accelerator

DECEMBER 31, 2018

Find a way to measure employee engagement and hold the Supervisors accountable to this It sounds like they take measures and their accountabilities seriously…make them focus on this! Nate recently turned me onto OfficeVibe which can help you measure employee engagement. They have a free or paid version.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

ShepHyken

MARCH 2, 2018

All of the above brings us to the issue at hand: in the current luxury retail environment, it makes no sense to have retail KPIs and incentive schemes that force a sales team to focus on the immediate transaction. Managers often assume that sales staff push product because they have an immediate incentive to do it, but this is not the case.

Sales 198

Sales Employee engagement Technology Customer Experience 198

Callminer

OCTOBER 11, 2018

Employee engagement. Employee engagement can be tracked by conducting surveys with quantitative and qualitative questions and having individual conversations with employees. Maybe that’s cutting out a step in the sales process that slows them down or buying a power dialer for them to use, like MOJO.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Integrity Solutions

DECEMBER 20, 2023

Effective sales conversations, however, are rooted in a mindset of listening to understand. Let’s explore why that distinction is so fundamental in sales, and what you can learn about active listening in sales from the best sales coaches. That’s what active listening in sales is all about.

Sales 87

Sales Coaching Consulting Consulting 87

Integrity Solutions

AUGUST 24, 2022

If you’ve implemented sales training this year, you’re not alone. Studies have shown that upwards of $15 billion is spent annually on sales training in the United States alone. And are there specific sales training strategies behind that critical investment to help ensure its success and strong ROI?

Sales 91

Sales Coaching Calibration B2B 91

Beyond Philosophy

NOVEMBER 22, 2017

Career Development : In this stage, the employee matures in his/her role in the organization. The challenges in this stage are employee engagement and retention. Termination : In this final stage, sometimes referred to as “transition,” the employee leaves the organization.

Banking 223

Banking Enterprise Consulting Consulting 223

Integrity Solutions

SEPTEMBER 2, 2022

Whether they’re sending the message via quiet quitting or actually giving two weeks’ notice, more and more employees are making it clear that burnout has taken a toll, they want to find more meaning and purpose in their work, and their companies haven’t done enough to address the problems. We couldn’t agree more.

Management 116

Management Coaching Employee engagement Surveys 116