Beyond Philosophy

FEBRUARY 16, 2015

Study objectives also addressed fundamental issues: How much of sales, or other tangible objectives, is driven by WOM? Among key findings: In categories studied (telecom, personal care, software, TV programming, FMCG), WOM directly drove 13% of sales, compared to 20%-30% of sales from paid marketing.

Marketing 398

Marketing Advertising B2C Customer advocacy 398

Beyond Philosophy

SEPTEMBER 8, 2022

Patterson and her team spoke with the customer service teams, customers, and sales teams. – A case study appeared first on CX Consulting. However, having that clarity drives the actions that follow throughout the rest of the project, she says. Discovering this definition required talking to the team. Subscribe today right here.

Customer Experience 243

Customer Experience Consulting Consulting Customer retention 243

TeleDirect

DECEMBER 25, 2024

Offer real-time assistance during global sales events. Real-World Success Stories Case Study 1: Expanding E-commerce Operations A global e-commerce company implemented a 24/7 call center to manage customer inquiries during major sales events. A 40% increase in customer satisfaction and a 20% boost in sales during peak periods.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

Beyond Philosophy

SEPTEMBER 15, 2015

In their 15th annual Net Promoter Benchmark Study, he gave a great presentation of some really interesting stats on NPS. According to Rocks, the following brands do simple to success: Boost Mobile: They have the highest NPS in the mobile service study, performing 33 points higher than Sprint, who own Boost and provides their infrastructure.

Banking 383

Banking Telecommunications Consulting Consulting 383

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 307

Airlines Sales Employee engagement Customer Experience 307

Integrity Solutions

MARCH 11, 2025

Improving sales performance is key to business growth, particularly in a constantly changing environment. Last year, Salesforce reported 67% of sales reps surveyed didn’t expect to meet their quota, and 84% missed it the previous year.

Sales 52

Sales Metrics CRM Coaching 52

ShepHyken

MARCH 30, 2025

Companies that excel at creating positive and memorable experiences often enjoy higher customer loyalty, increased sales, and a stronger brand reputation. by CXM Editorial (Customer Experience Magazine) A new global study by UserTesting reveals that brand loyalty does not suffer the consequences of price hikes. But Theres a Catch.

Customer Service 176

Customer Service Feedback Surveys Customer Experience 176

CSM Magazine

JANUARY 29, 2025

A sales funnel that prioritizes the customer isn’t just beneficialits essential. Heres how you can craft a sales funnel that puts customers at the heart of everything you do. Connect with Multiple Decision-Makers Sales is rarely a one-person game, especially in B2B environments. What does this mean for your sales funnel?

Sales 52

Sales Brand ambassadors B2B Customer centricity 52

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 385

B2B Journey mapping B2C Telecommunications 385

Beyond Philosophy

NOVEMBER 10, 2014

Here are some of the most comprehensive facts and figures that I’ve come across: A recent study of the Value of Customer Experience amongst two $1 billion+ businesses published in Harvard Business Review (HBR) managed to quantify the effects of good customer experience. I have a whole post that looks into this relationship in more detail.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

APRIL 27, 2023

Our listener did their research, which gave them projected sales that made them proceed with their product launch. However, the sales after the launch haven’t been what the study predicted. So, getting back to the pickle and our listener that is not getting the sales they expect, they can do a few things.

Sales 39

Sales Surveys Marketing Personalization 39

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

Beyond Philosophy

MARCH 20, 2017

Turning your value proposition into effective sales and marketing messaging and content to reach potential buyers. Instead, what buyers want is a stellar sales experience where they can learn something new, and marketing content that educates and makes them smarter. Marketing and sales need to collaborate.

Customer centricity 344

Customer centricity Sales B2B Surveys 344

Beyond Philosophy

MARCH 19, 2020

Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). You All Want Growth.

Consulting 479

Consulting Consulting Marketing Customer centricity 479

Beyond Philosophy

DECEMBER 12, 2016

billion in sales, representing 12% growth for Cyber Monday sales in 2015. The principles of behavioral economics, which is the study of how psychology affects human behavior concerning buying decisions, provide this knowledge. 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

Beyond Philosophy

NOVEMBER 26, 2018

Jam Jars and Sales. The seminal study on this was conducted in 1995, using a display of jam jars in a grocery store. However, the smaller display led to more sales. Studies of 401K retirement plans, for example, have shown that the more investing options people have, the less likely they are to participate.

Consulting 274

Consulting Consulting Customer centricity Sales 274

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 107

Sales Scripts Personalization Coaching 107

ShepHyken

SEPTEMBER 7, 2023

In fact, in a three-year study, companies that implemented a well-designed customer success program saw a 91% return on investment and more productive CX teams. Emphasize the importance of collecting and acting on feedback , as well as sharing results with product, sales, and marketing teams.

B2C 349

B2C Customer centricity Feedback Upselling 349

ShepHyken

MARCH 8, 2021

Creating an experience that drives people to your website, your store, or willing to meet with a sales representative is all part of marketing. My Comment: Here is a fascinating study of online shopping behavior. They build brands. My Comment: Customer Experience (CX) is marketing. It’s that simple. We want to move people to buy.

Airlines 366

Airlines Customer Service Coaching Surveys 366

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

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. Using research from other successful case studies and your Customer research will show the facts and figures that add credence to your heartwarming holiday story recap.

Consulting 281

Consulting Consulting Sales Customer Experience 281

ShepHyken

OCTOBER 24, 2016

Increasing Sales With Personalized Marketing by Tyler Walton. More than just an increase in sales, personalizing the customer’s experience will help create more customer loyalty. Here are a few interesting takeaways from its seven-day study from midsummer. Here are my top five picks from last week.

Government 301

Government Customer Service Customer Care Personalization 301

Beyond Philosophy

JUNE 28, 2019

Researchers conducted a study on this concept at the University of Texas. It was an excellent school for this study. Self-perception reveals itself in some sales situations. In the late 1970s, a study looked at how easy it was to redeem a coupon as revealing customer preferences. Then, I think, “Hey!

Sales 261

Sales Customer Experience Personalization Consulting 261

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

ShepHyken

AUGUST 31, 2023

It leads to the creation of a holistic customer experience in which every level of your sales funnel is optimized to meet customer needs and expectations. Enterprise resource management (ERP) systems centralize, automate, and manage core business data and processes, from inventory management to real-time sales information.

Journey mapping 333

Journey mapping Upselling CRM Feedback 333

ShepHyken

JULY 19, 2021

storefronts reopening, e-commerce is still seeing a surge in sales. This article includes a summary of some key points along with some stats from my 2021 Achieving Customer Amazement study. How Consumers Now Define a Good Customer Experience by Jack M. CRM Buyer) Despite U.S. You can’t define it for them. .”

Chief Customer Officer 382

Chief Customer Officer Customer Service Best practices Contact Center 382

Beyond Philosophy

SEPTEMBER 13, 2019

They study when our mental shortcut goes wrong. In the study, they described “Linda” to the participants: . Consider your experience with a sales-driven organization. I don’t give my information to sales-driven organizations easily. However, decision scientists aren’t interested in when the animal is a duck.

Banking 325

Banking Consulting Consulting Advertising 325

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 256

Customer Experience Entertainment Sales Advertising 256

Beyond Philosophy

NOVEMBER 28, 2016

There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. There have been a number of professional and academic studies, in multiple industries, linking employee attitudes and behaviors with the value customers perceive in their experiences. correlation.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

FEBRUARY 17, 2016

Studies have shown that people sound out syllables when they read a price tag. But that seems to contradict those other studies that say a precise price appears to offer a better value. But that seems to contradict those other studies that say a precise price appears to offer a better value. Use the comments section below.

Consulting 275

Consulting Consulting Customer Experience Personalization 275

ShepHyken

SEPTEMBER 26, 2016

Furthermore, there’s a wide, global gap in perceptions of customer service quality between contact center managers and customers, according to BoldChat’s study, which was carried out by LogMeIn and Ovum. Anything less than a consistent experience erodes confidence and eventually sales.

Journey mapping 308

Journey mapping Customer Service Contact Center Airlines 308

ShepHyken

SEPTEMBER 7, 2018

Because your team holds the keys to customer relationships, you do have a unique opportunity to enable marketing and sales. Of course, you might already have testimonials and case studies on your site, so you probably don’t need a customer review program. A review program. This is a problem for vendors.

B2B 215

B2B Surveys Sales Marketing 215