ShepHyken

MAY 31, 2019

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. Use customer feedback constructively. Listen to the feedback that your customers give you online and use it to influence your next move. What is the customer experience?

Customer Experience 310

Customer Experience Feedback Construction Personalization 310

ShepHyken

NOVEMBER 6, 2023

Top Takeaways: Customer feedback is crucial for businesses of all industries. By actively seeking and analyzing feedback, businesses can identify areas of improvement, make informed decisions, and ultimately enhance their overall customer experience. The value of customer feedback lies not just in data collection but in taking action.

Feedback 356

Feedback Healthcare Analytics Customer Service 356

360Connext

JANUARY 5, 2022

It started with a plan – including immediate foundational steps to take, secondary growth, and longer-term strategies for continued success. This meant starting or reinforcing a strong Voice of the Customer (VoC) program , including specific ways to gather customer feedback, like regular surveys, in-app feedback mechanisms, and ongoing input.

Journey mapping 188

Journey mapping Customer Experience Education Feedback 188

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 99

Sales Coaching Telecommunications Accountability 99

Steve DiGioia

MARCH 9, 2020

Customer Service Improvement Strategies. Secret Shoppers – get feedback from friends, relatives, or other businesses. Direct Customer Feedback – ask your customers for their thoughts while they are still “in-store”. Suggestive Selling – every sale should potentially lead to the purchase of an associated product.

Advertising 310

Advertising Sales Feedback Consulting 310

Beyond Philosophy

SEPTEMBER 6, 2017

We find that many organizations measure performance in sales growth or stock price. Real-time feedback helps relieve the pain of change for your team. To that end, investing in real-time feedback on your efforts helps team members see why the actions you prescribe are significant. It also helps you allocate proper resources.

Consulting 302

Consulting Consulting Finance Metrics 302

ShepHyken

APRIL 30, 2021

To meet their demands, we expect to see more technology in customer support in 2021, as well as a growth in omnichannel support strategies. In 2021, you can gain an edge over the competition by introducing predictive analytics to analyze the user experience and close the customer feedback loop. . Conclusion .

Customer Service 382

Customer Service Chatbots Analytics Upselling 382

Fonolo

SEPTEMBER 14, 2021

Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. In fact, customer service is now seen as one of the main growth drivers for businesses, alongside sales and marketing. READ THE FULL GUIDE: Creating a Customer Service Strategy That Drives Business Growth.

Call Center 142

Call Center Customer Service Abandon rate Average Handle Time 142

ProProfs Blog

DECEMBER 21, 2020

That’s why it is important to formulate customer churn prevention strategies at the earliest. Strategies to reduce customer churn rate. Weak Strategies to Close a Deal. Where have your sales and marketing strategies failed to keep customers engaged with the brand? Post-chat survey feedback. Let’s dive in!

Surveys 148

Surveys Benchmark Feedback Sales 148

ShepHyken

JANUARY 12, 2025

Beyond the First Purchase: How AI Is Transforming Customer Retention Strategies by Erik Huberman (Grit Daily News) Diving deeper into the transformational role of AI in customer retention, were not just witnessing a shift. Amazon Fights Back Against Fake Reviews: How Can Retailers Prevent Fraudulent Feedback?

Customer Service 190

Customer Service Customer retention Personalization Sales 190

ShepHyken

APRIL 2, 2021

of all sales. When creating your customer service strategy, it’s important to continue to invest in new technologies and platforms, but don’t overlook the value of optimizing your current channels. It’s how you handle that feedback that makes a difference. Misconception #2: Customers only want self-service options. In the U.S.

Customer Service 303

Customer Service Metrics Self service Average Handle Time 303

Beyond Philosophy

MARCH 16, 2016

All Customer Experience professionals are in sales. Even if you never sell a good or service to a single Customer, you are still in sales. When you share feedback or success stories as part of the agenda, it puts the Customer back on the C-Suite’s mental agenda, which is never a bad strategy for your goals.

Consulting 281

Consulting Consulting Sales Customer Experience 281

Fonolo

DECEMBER 16, 2021

promoting sales; . Creating a Customer Service Strategy that Drives Business Growth. Why every business needs a customer service strategy. . Customer service strategies are a key contributor to your business’ long-term revenue. How to Develop a Customer Service Strategy for Your Contact Center. Cost savings.

Customer Service 146

Customer Service Contact Center Abandon rate Call Center 146

ShepHyken

OCTOBER 4, 2019

Chances of repeated sales increase, if a customer forms a connection with your business. Communicate with your customers, understand their pain points, capture and respond to their feedback, identify where your customer service lacks, and proactively resolve their problems. Boosts Revenue Generation. Principles of Customer Engagement.

Benchmark 311

Benchmark Customer retention Feedback Consulting 311

ProProfs Blog

OCTOBER 30, 2021

This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you. What is Customer Feedback? Source: Broadly.

Feedback 143

Feedback Surveys Customer centricity Metrics 143

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 81

Banking Sales Employee engagement Consulting 81

ShepHyken

FEBRUARY 17, 2017

Reviews provide feedback, this feedback can be used then to predict issues and enable companies to take a proactive steps towards continually improving. Genuine online reviews by your customers are one of the single best methods of obtaining honest feedback, because people leave reviews to inform others.

Customer Service 238

Customer Service Feedback Sales Marketing 238

Integrity Solutions

MARCH 19, 2024

As a sales leader have you looked at your forecast and asked questions like these: “Do we have enough opportunities in our forecast to confidently make our goal this quarter/year?” ” Sales forecasting accuracy is one of the most important processes for running a successful sales organization.

Sales 104

Sales Coaching B2B Customer centricity 104

CX Accelerator

AUGUST 19, 2019

These are the metrics that tie customer experience to organisational goals and could include things like sales figures, number of complaints, number of positive online reviews or number of demos requested. Finally, they will also want to see the key Outcome metrics which measure what action customers took as a result of their perceptions.

Journey mapping 345

Journey mapping Metrics Telecommunications Sales 345

ProProfs Blog

OCTOBER 16, 2020

Live chat leveraged as a sales tool not only improves conversion but also simplifies and shortens the sales funnel. And that’s what we’ll focus on – how a live chat sales funnel works, how it’s different from the traditional one, and how to optimize it. Live Chat Sales Funnel: How it Works.

Sales 148

Sales Abandon rate CRM Marketing 148

ShepHyken

AUGUST 14, 2020

It’s not just about interaction with sales or customer service. Sponsored pieces in newspapers, promotional Instagram videos with influencers, podcasts, and editorial blogs should be included in a good strategy. Post-sale monitoring. Monitoring mentions and hashtags with the business name can help in tracking customer feedback.

Customer Experience 261

Customer Experience Entertainment Sales Advertising 261

Beyond Philosophy

OCTOBER 12, 2017

87% of in-store fashion shoppers want to try stuff on, but only 34% of in-store fashion shoppers want help from sales associates. Electronics shoppers (70%) and home improvement shoppers (62%) do want advice from sales associates. Always monitor and respond to customer feedback that you receive on the various sites.

Consulting 326

Consulting Consulting Sales Surveys 326

ShepHyken

MARCH 31, 2018

It blurs the lines between customer service, marketing, and even sales. Real-time customer feedback tells you what customers love, hate, and more. The post How to Turn Social Media Customer Service into a Marketing Strategy appeared first on Shep Hyken. Social Proof. Official smart USA (@smartcarusa) June 19, 2012.

Marketing 226

Marketing Customer Service Airlines Self service 226

Beyond Philosophy

OCTOBER 2, 2017

Blaming Others is Not a Winning Strategy. This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. Emotional Signature is one of the building blocks of a customer-centric strategy that leads to better customer experiences and greater value for a company.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

ShepHyken

FEBRUARY 9, 2018

Integrating a brand advocacy strategy into your customer service training will allow you to receive support not only from customers but from your own employees too. Train your sales team using the right technology. Ask for feedback. Customers service training ideas for better brand advocacy.

Customer Service 411

Customer Service Morale Sales Coaching 411

Beyond Philosophy

AUGUST 23, 2017

The problem, for most organizations, is that they measure their performance in things like sales growth or margin or stock price. Invest in real-time feedback on your results. Employ a top-down strategy. Re-assess, re-evaluate and refine your strategy. In other words, how do you link it to your bottom line?

Metrics 331

Metrics Consulting Consulting Finance 331

Help Scout

JULY 20, 2021

Many companies take a sales-oriented approach. One of the best signs of customer orientation is shifting your business strategy to address your customers’ current needs. Having a deeper, more dynamic customer relationship can result in a 20% increase in sales and in your bottom line. Which features are they using?

Sales 145

Sales Feedback Metrics Surveys 145

Beyond Philosophy

MAY 17, 2017

For those unfamiliar with CX Data Management, the term applies to how businesses track customer information and obtain feedback from them. Despite this fact, the same study revealed that nearly 90% of respondents believe that an integrated CX Data Management solution would improve their CX strategy and personalized experience goals.

Consulting 321

Consulting Consulting Customer emotions Surveys 321

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 109

Sales Accountability Feedback Metrics 109

Beyond Philosophy

DECEMBER 9, 2021

We recommended that Janet’s organization answer the following questions about their experience and how it plays into their customer strategy: What’s the experience that you’re trying to deliver as an organization? . Using this strategy, we were able to move their NPS by 40 points over 30 months. .

Construction 221

Construction Feedback Surveys Sales 221

ShepHyken

JUNE 29, 2018

If customer service is something your company is not strong with, it is imperative that an effective strategy is employed before doing anything else. For example, a sales team may be the first point of contact for customers. Just remember, implementing a new business management strategy takes time and money. Customer Feedback.

Customer Service 206

Customer Service Feedback Coaching Management 206

Beyond Philosophy

APRIL 14, 2015

When a one-hour meeting spends five minutes or less on Customer issues and the other 55 minutes on sales, marketing, product development, and operations (with no mention of Customers at all), then it’s not a priority. Compare the amount of time your CEO reviews Customer feedback to the time he or she reviews spreadsheets.

Chief Customer Officer 310

Chief Customer Officer Customer Care Education Customer Experience 310

ShepHyken

FEBRUARY 16, 2020

While the article does focus on Customer Experience strategies for retail, many are also applicable to B2B – or any type of organization. I’m sure the Instagram strategy won’t appeal to most B2B’s, but there’s still plenty of good ideas to consider. My Comment: Giving your customer a “seat at the table” is an underutilized strategy.

Customer Service 265

Customer Service B2B Journey mapping Best practices 265

Callminer

MAY 29, 2019

This will enable you to deliver automated performance feedback to agents and supervisors, and necessary insights to manage any quality assurance processes more efficiently. In my opinion, if call recordings are used for QA purposes then it is a very high risk strategy to base QA decisions on anything less that 100% of calls.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

ShepHyken

JUNE 7, 2021

strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. Depending on how you promote your products or services, you may have to adjust your marketing strategies. My Comment: “Would you like fries with that?”

Customer Service 357

Customer Service Customer centricity Government Upselling 357

ShepHyken

JULY 2, 2018

Number one is my favorite of the three: Don’t just think about the sale. Think about what happens after the sale. BizReport) Customer experience is no longer just a business-to-business (B2B) and business-to-consumer (B2C) strategy for winning and retaining customers. How to Really Hear and Use Customer Feedback by Jason McCann.

Customer Service 189

Customer Service B2C Feedback B2B 189