Beyond Philosophy

OCTOBER 9, 2017

unless you know how to use this information to improve your business outcome. How your customers feel about your experience is the most significant factor to your Customer Experience success. It can inspire actual behavior, e.g. getting a new sale or gaining a new customer, keeping an existing customer or losing a customer, etc.

Customer emotions 364

Customer emotions Consulting Consulting Customer Experience 364

ShepHyken

OCTOBER 21, 2016

This week on our Friends on Friday guest blog post my colleague, Merrick Rosenberg, explains how important it is for salespeople to incorporate personality style into the selling process. I have always been fascinated by personality styles and feel they can be a helpful tool for building strong customer relationships.

Sales 312

Sales Personalization Analytics 312

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Here’s the guide that lends you an insight into engaging your customers in personalized, meaningful, and relevant ways. Here’s how: Identify Customer Segments.

Benchmark 311

Benchmark Customer retention Feedback Consulting 311

ShepHyken

MAY 7, 2021

He shares how brands can make their customers’ digital experiences more personalized. Are you looking to make your digital customer experience more personalized? Know how live chat software could help you! . Here’s how the solution looks when integrated on a website. . Be available to your customers .

Personalization 238

Personalization Customer Experience Chatbots Metrics 238

ShepHyken

DECEMBER 9, 2022

So how can you make sure that your customer journey is aligned with your brand expectations? And more importantly, how can you ensure that it’s not costing you sales? We explore these questions and offer some tips on how to improve your customer journey. . What do customers expect from contact centers? .

Sales 319

Sales CRM Contact Center Customer retention 319

ShepHyken

APRIL 23, 2021

If you don’t bother to respond and let complaints go unresolved, this could have a negative impact on how others view your brand, even if they’ve never interacted with your business before. . Adding the social support person’s name at the end of the Tweet made this feel response feel more personalized. .

Customer Service 341

Customer Service Advertising B2B Chatbots 341

Callminer

OCTOBER 11, 2018

Nate is the Marketing and IT Manager for Maple Holistics , a company that provides all-natural and cruelty-free personal care products. We’ve often found that this metric is often looked at but rarely ever looked into with detail to discover how to reduce the time taken. Nate Masterson @MapleHolistics. Nate is from Riverdale, NY.

Call Center 561

Call Center Metrics Contact Center Wait times 561

ShepHyken

FEBRUARY 26, 2021

She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Having an affiliate marketing strategy will drive traffic, improve leads, sales, and encourage customers to engage with your brand. A good affiliate sales funnel is one that-. Maximizes leads. Exploration.

Marketing 318

Marketing Journey mapping Upselling Advertising 318

ShepHyken

AUGUST 22, 2023

One of the most powerful customer service and CX tactics is personalization. We interviewed more than 1,000 consumers for our CX research , and 71% said a personalized experience is important to them. When personalization is used correctly, customers feel as if you recognize them. His “personalization” strategy failed.

Personalization 156

Personalization Upselling Sales Customer Service 156

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

ShepHyken

NOVEMBER 2, 2022

Building a relationship that fosters confidence, trust and connection is a less obvious sales technique. If every time you contact the customer, be it in person, over the phone, by email, texting, or any other form of communication, and all you do is sell, sell, sell, the customer will tune you out. And don’t do it with a sales pitch.

Education 340

Education Personalization Customer retention Sales 340

ShepHyken

JULY 26, 2019

A sum of every interaction a customer has with a business this includes both pre and post-sales. One of the best ways is to create a customer persona and don’t forget to give each persona a name and personality. Optimizing for an emotional connection can increase overall sales growth to a great extent. Three-times re-purchase.

Customer Experience 301

Customer Experience Feedback Customer centricity Customer retention 301

ShepHyken

SEPTEMBER 15, 2020

Consumers (in both B2B and B2C) expect to be able to turn to sales reps for information and answers. When a consumer knows they can rely on a sales rep or vendor for the fastest, most accurate information, it can drive customer loyalty. They must also find new ways to create that personalized experience. Nobody wants that.”. “If

B2C 328

B2C B2B Self service Sales 328

ShepHyken

MAY 7, 2021

He shares how brands can make their customers’ digital experiences more personalized. Are you looking to make your digital customer experience more personalized? Know how live chat software could help you! . Here’s how the solution looks when integrated on a website. . Be available to your customers .

Personalization 180

Personalization Customer Experience Chatbots Metrics 180

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. There are other issues that kind of surround how people value a free trial, too.

Sales 195

Sales Advertising Customer centricity Accountability 195

ShepHyken

JANUARY 12, 2025

Marketing expert Erik Huberman shares his knowledge in this article and shows that more than just personalizing the experience at the moment (from data that AI uses based on past purchases and habits), you can now use AI to predict what customers want and need. The article gives you an inside look at how some companies game the system.

Customer Service 190

Customer Service Customer retention Personalization Sales 190

ShepHyken

SEPTEMBER 7, 2022

Lynn Skupien, senior sales rep, signed it and included her direct phone number and email. . The email included a person and phone number, just in case, there was a problem or question. . Kevin now has a go-to person if there are any issues. . The post This Is How to Communicate with Customers appeared first on Shep Hyken.

B2C 200

B2C B2B Personalization Sales 200

ShepHyken

SEPTEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. When you customize or personalize the experience, even during the sales process, you are delivering a better level of service. Shep Hyken.

Customer Experience 300

Customer Experience Personalization Marketing Analytics 300

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. What Are the Elements of a Sales Enablement Strategy?

Sales 99

Sales Coaching Telecommunications Accountability 99

ShepHyken

SEPTEMBER 8, 2021

One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. I’ve encountered front-line employees in customer support and sales positions who should never have been put on the front line.

Personalization 423

Personalization Customer Support Sales Customer Service 423

ShepHyken

SEPTEMBER 25, 2020

Learn how to best prepare your contact center for the holiday season. As the holidays fast approach, many companies are starting to think about how to maximize efficiency within their contact centers. But how can you stay efficient and drive revenue while still delivering radically personal customer service?

Contact Center 297

Contact Center Upselling Personalization Sales 297

Beyond Philosophy

MARCH 10, 2020

Have you ever made a snap judgment about another person only to discover you were wrong? The FAE also explains how when we see shortcomings in others, we attribute it to some characteristic of the individual. So, for instance, if you see somebody cut somebody else off in traffic, you might conclude that the person is a bad driver.

Consulting 448

Consulting Consulting Call Center Personalization 448

Beyond Philosophy

JANUARY 20, 2020

Sometimes people say no to sales offers out of habit. The scientific name for it is Escalation of Commitment, but it is also the basis of many sales techniques, and it is an excellent way to get your customers to say yes. . Escalating Commitment into a Sale. There are ways to overcome these habits.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

Beyond Philosophy

MAY 14, 2020

In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. He read Robert Cialdini’s material, and he loved Cialdini’s stance on ethics and his advice on how to influence people in a non-manipulative way that is based on science.

Consulting 419

Consulting Consulting Personalization Accountability 419

ShepHyken

MAY 22, 2019

The customer on the phone – or in person – is raging mad. You know you personally did nothing to offend and upset this customer. Maybe they lost an important sale. Imagine this. You can hear it in their voice – or see it in their eyes. You brace yourself. You’re ready to take the lashing this customer is about to give you.

Personalization 335

Personalization Customer Service Sales 335

Beyond Philosophy

MAY 30, 2024

If you have a person you listen to or subscribe to on a social media platform and they recommend something, you are likely to take that recommendation. A sales technique piggybacks on this concept called the Door-in-the-face technique. An area where you see reciprocity is in sales.

Sales 195

Sales Personalization Customer Experience 195

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

DECEMBER 16, 2021

If your digital experience isn’t quite ready for this role in the sales cycle, you should get it there. . The result was a virtual experience that closely mimicked the sales cycle of the traditional car sale but was contact-free and seamless for the customer. That was what happened on the sales side.

Sales 195

Sales Consulting Consulting Customer Experience 195

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 105

Sales Scripts Personalization Coaching 105

ShepHyken

DECEMBER 5, 2016

Customer Loyalty Still Requires A Personal Touch by Richard D’Ambrosio. But a recent panel of loyalty experts said it’s personal interaction and attention that ultimately win the hearts and minds of consumers. This is especially important in retail as mobile sales on Black Friday exceeded one billion dollars.

Customer Service 314

Customer Service Customer retention Personalization Customer Experience 314

Beyond Philosophy

JANUARY 13, 2022

How should companies decide when and who should make the final decision? Finally, Robert asks how to handle firing a customer in the best possible way? For example, if left to the sales department, firing a customer wouldn’t happen. So, these operational factors would not influence the sales team’s decision. .

Accountability 195

Accountability Consulting Consulting Sales 195

Beyond Philosophy

NOVEMBER 29, 2018

We spoke with Amit Sharma, CEO of Narvar and consultant to brands like Apple, Levi’s and Walmart, about how to keep up the emotional engagement with your customers even when interacting through technology. Sharma is an expert on how to build lifelong relationships with consumers after they have made a purchase.

Customer Experience 419

Customer Experience Benchmark Advertising Personalization 419

Beyond Philosophy

JANUARY 14, 2015

So on top of a completely perplexing loyalty program structure that has no tie in to an already loyal customer (who is using the private store charge card), the firm can’t credit purchases to the new program once the sales transaction is done at the point of sale? I have no idea how to fix your problem. and last but not least….

Customer Experience 411

Customer Experience Accountability Consulting Consulting 411

Beyond Philosophy

AUGUST 8, 2024

For example, Sales and Marketing might have one message they deliver customers, while Operations have another. It could save Operations and Customer Service a lot of grief if Sales and Marketing shared their messages and everyone got on the same page. Talk to Colin about how he can speak ‘in person’ or ‘virtually’ at your conference.

Consulting 195

Consulting Consulting Marketing Sales 195

Beyond Philosophy

APRIL 11, 2024

Next, it’s interesting that Boehme thinks that many organizations struggle to understand how customers want to improve their lives and to translate these insights into an effective product, marketing, and sales strategy. Now, at first glance, you might think the person wants a drill to make a hole in a wall, and you would be right.

Customer emotions 195

Customer emotions Marketing Personalization Sales 195