Beyond Philosophy

MAY 17, 2017

It’s one thing to have the tools on hand to improve your Customer Experience (CX) However, a recent study by Forrester Consulting on behalf of DataStax revealed that knowing how to use them is another thing entirely. To download a copy of the full study published by DataStax, please click here.]. What is a CX Data Platform?

Consulting 321

Consulting Consulting Customer emotions Surveys 321

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. However, knowing how to deliver feedback can be tricky. Unfortunately, there are a number of pitfalls that can derail the process of delivering effective feedback.

Best practices 140

Best practices Feedback Call Center Coaching 140

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

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

ShepHyken

AUGUST 14, 2020

It’s not just about interaction with sales or customer service. The same study highlighted that 73% of customers worldwide love to watch videos on social media that are entertaining. #3. Post-sale monitoring. Stats suggest that post-sale, thank you emails have an open rate of 42 percent and click-through-rate of 14 percent.

Customer Experience 254

Customer Experience Entertainment Sales Advertising 254

Beyond Philosophy

NOVEMBER 28, 2016

There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. They can also provide useful feedback and build brand-based communities. Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer. correlation.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

ProProfs Blog

DECEMBER 6, 2019

Giving feedback at that time can feel like a task sometimes, especially when you are in a hurry to start/end your day. But it is this simple feedback that is helping Uber and other ridesharing companies keep only the best drivers on the road. Evolution of Customer Feedback. Customer feedback is not a new trend.

Feedback 124

Feedback Surveys Sales Benchmark 124

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

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 106

Sales Coaching B2B Customer centricity 106

Beyond Philosophy

DECEMBER 23, 2015

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. They are; Customer Experience and Value Optimization.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

ShepHyken

JUNE 1, 2018

Boosts Your Sales and Conversions. One of the major benefits your organization can reap from the use a live chat software is an increase in sales and conversions. This is well supported by a study from Oracle. Boost overall sales. Monitors client feedbacks and ratings. You can go for email or call support.

Customer Support 268

Customer Support B2B Sales Marketing 268

aircall

OCTOBER 6, 2021

One of the best strategies for increasing engagement and retention is to refine your sales onboarding process. In this article, we’ll look at effective sales onboarding and how it can fundamentally improve the new hire experience for your sales professionals. Defining Effective Sales Onboarding.

Sales 117

Sales Scripts Best practices Feedback 117

ShepHyken

AUGUST 30, 2019

While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value. Most marketers focus on maximizing the profits from the initial sale, but how do you grow and sustain customer lifetime value for the entire customer cycle?

Airlines 274

Airlines Metrics Advertising Sales 274

TeleDirect

MARCH 13, 2025

Provide feedback to improve communication skills and response times. Provide constructive feedback on areas for improvement. 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.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

Steve DiGioia

MAY 17, 2021

According to several employees and training manuals, Apple Inc’s sales associates are taught an unusual sales philosophy: not to sell, but rather to help customers solve problems. To that end, employees receive no sales commissions and have no sales quotas. “You were never trying to close a sale.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

Calabrio

FEBRUARY 26, 2025

Inefficient feedback mechanisms make employees feel unheard and disconnected from company goals. These challenges create a negative feedback loop : disengaged employees provide lower-quality service, leading to dissatisfied customers, which increases stress for employees, further driving attrition.

Coaching 64

Coaching Gamification Employee engagement Morale 64

Quality Contact Solutions

FEBRUARY 17, 2022

Sales leaders are one of the most critical assets to your company. Their decisions are directly responsible for how sales reps contribute to the company’s growth or lack thereof. But what makes sales leaders great? Here are 10 qualities that great sales leaders have in common.

Sales 98

Sales Telemarketing Best practices Coaching 98

ShepHyken

JANUARY 4, 2019

Studies show that businesses that provide a positive experience to their buyers positively impact their profitability. In terms of sales, the probability of selling to an existing customer is up to 14 times higher than the odds of selling to a new customer. Customer service is one of the primary drivers of growth in many organizations.

Customer Service 209

Customer Service Calibration Feedback Sales 209

Beyond Philosophy

MAY 31, 2016

Industrial psychologists and organizational behaviorists have been studying employee satisfaction for more than 30 years. Also important is gathering customer ane employee feedback at key touch-points so the company can know, in as real time as possible, what is working.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

ShepHyken

JULY 31, 2020

According to a recent study, it was found that as much as 86% of buyers were willing to pay more for better customer experience. They were facing the challenge of increasing sales and improving overall customer satisfaction on their website. While they are not the same thing, they do happen to be related.

Customer Experience 216

Customer Experience Customer Service Chatbots Upselling 216

CCNG

AUGUST 28, 2024

According to a study by Grand View Research, the global call center AI market is expected to reach USD 7.08 Sales and Marketing Lead Generation and Qualification: Chatbots can qualify leads by asking initial questions and collecting customer data, allowing sales agents to focus on qualified prospects. from 2022 to 2030.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

ShepHyken

AUGUST 18, 2017

But the most prevalent of all surveys is that one at the bottom of your sales receipt, the request from Apple, Kohl’s, Nordstrom, Target and virtually all retailers to “tell us how we did.”. So last fall, two of my analysts and I set out to measure the quality of those point-of-purchase surveys ( Point-of-Purchase Survey Study ).

Surveys 205

Surveys Automotive Advertising Enterprise 205

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 85

Sales Coaching Calibration B2B 85

delighted

NOVEMBER 10, 2021

Easily see localized feedback on the Delighted Dashboard. Translating your survey has immediate benefits – you’ll be reaching your audience on their terms, opening the door to feedback collection from your entire audience, instead of just the English-speaking subset. New to Delighted and want to start collecting global feedback?

Surveys 87

Surveys Feedback Benchmark Metrics 87

delighted

JANUARY 7, 2022

Fortunately, there is a way to bridge that gap: real-time customer support feedback. The value of customer feedback in the process of providing a great customer service experience cannot be stressed enough. Studies show that over 66% of customers expect companies to understand their needs and expectations [ 1 ].

Feedback 84

Feedback Customer Service Surveys Advertising 84

CSM Magazine

MARCH 14, 2025

While Walmart did reach out to Jack and requested a private message for further feedback, the conversation fizzled when technical difficulties prevented Jack from sharing more details. Studies consistently show that lengthy queues and poor service can drive customers to competitors, reduce loyalty, and ultimately harm sales.

Self service 52

Self service Wait times Feedback Sales 52

Interaction Metrics

AUGUST 29, 2024

Your customer feedback dashboard is a powerful tool when used strategically. Here’s our quick guide to getting the most out of your customer feedback dashboard. When Setting Up a Customer Feedback Dashboard Of course, not all customer feedback dashboards are created equal.

Feedback 62

Feedback Metrics Surveys Sales 62

ProProfs Blog

AUGUST 28, 2020

It’s no secret that customer feedback is the lifeblood of all major brands and corporations. Talk to any marketer, and they will tell you at least 4 or 5 different ways to collect customer feedback. What they will also tell you is how hard it is to get actionable customer feedback. Compare against Past Results.

Surveys 158

Surveys Feedback Marketing Sales 158

Fonolo

SEPTEMBER 13, 2022

Now, think about how many ripe opportunities you have to ask for customer feedback. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. An after-call survey is a feedback request given to a customer immediately after a call. Thousands, right?

Surveys 150

Surveys Interactive Voice Response First call resolution Feedback 150

ChurnZero

MARCH 24, 2025

ChurnZeros latest Customer Success Leadership Study found that technology adoption shifts depending on company size by revenue. A CRM is a great tool for sales operations, but it falls short for customer success needs. Too many customer teams are still relying on mismatched technologyand it’s holding them back.

Technology 52

Technology CRM Engineering Finance 52

Hodusoft

DECEMBER 11, 2024

A study conducted by Emplifi found that almost 50 percent of American customers switched from one company to another after just one bad CX. As per a study by PwC, 73 percent of customers say CX plays a key role in their purchasing decisions. Enhanced Sales There should be no doubt that superior CX leads to enhanced sales!

Personalization 52

Personalization Contact center software Metrics Customer retention 52

Callminer

NOVEMBER 25, 2019

An outbound call center places calls instead of receiving them, typically with a focus on nurturing and closing sales. This matters immensely as longer calls caused by extensive sales pitches are typically less successful than their shorter counterparts. Get clear on objectives before studying metrics. Outbound Call Centers.

Best practices 182

Best practices Call Center Metrics Average Handle Time 182

Beyond Philosophy

NOVEMBER 23, 2023

It’s interesting to note that research studies on similar situations determined that the regret one feels for missing a flight decreases as the time the flight was missed increases. An essential element to responding properly is getting authentic customer feedback. Also, it is essential to remember that regret helps us learn.

Feedback 195

Feedback Marketing Sales Personalization 195

ShepHyken

MARCH 31, 2018

The 1979 study by the Technical Assistance Research Program , commissioned by the White House Office of Consumer Affairs, found that a complaining customer might tell 8-12 people about a negative experience they had with a business. It blurs the lines between customer service, marketing, and even sales. Social Proof. Speed Counts.

Marketing 222

Marketing Customer Service Airlines Self service 222

TeleDirect

DECEMBER 20, 2024

We also provide outbound follow-ups to enhance customer engagement without venturing into outbound sales. Look for testimonials, case studies, or industry recognition. Detailed insights into call performance and customer feedback are essential for continuous improvement. What technology and tools does the call center use?

Call Center 62

Call Center Outbound sales industry standards Analytics 62

ShepHyken

JUNE 8, 2023

Some studies report that 73% of customers will switch brands after multiple bad experiences—and over half will switch after just one bad experience. A reduced average customer lifetime value can be financially crippling for your company. Read Shep’s latest Forbes article: Do You Know What The VERY BEST Customer Service Is?

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156