Beyond Philosophy

OCTOBER 4, 2019

They are not, but advertising and its related communication is a crucial part of what marketing does. Advertising is where your organization communicates with the customer. We talked about advertising and communication in a recent podcast. We talked about advertising and communication in a recent podcast.

Communication 25

Communication Marketing Advertising Social Media 25

CX Accelerator

DECEMBER 31, 2018

From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. This gave them skills to better communicate their developmental needs to their boss.Each team held a meeting to establish norms for development. The output from the meeting was a "team charter" that outlined how they would communicate with each other.

Culture 244

Culture 2019 Contact Center Leadership 244

TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. In addition to authoring four customer service books including The Service Culture Handbook, Jeff reaches more than 10,000 customer service professionals every week through his Customer Service Tip of the Week email newsletter.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

InMoment XI

MARCH 21, 2025

It provides real-time insights on everything from their pain points to their purchasing triggers, helping you improve experiences and increase sales. These insights can help you understand customer intent, sentiment, and engagement patterns, improving decision-making, brand-customer communication, and overall customer experiences.

Insights 195

Insights Sales Interaction Metrics 195

Experience Investigators by 360Connext

APRIL 15, 2015

You know, our relationship with Sharon (Sales Manager/Account Manager/All-Around-Dynamo) was awesome. There are entire books tackling this subject, but if there’s one piece of advice I would offer while scaling your business, it’s this: Communicate your mission, vision and brand promise to each employee each day.

Social Media 277

Social Media Consulting Banking Blog 277

BirdEye

NOVEMBER 7, 2023

Do you know what’s the one thing that is crucial in getting more sales? It is effective communication. Car sales emails are a crucial part of that effective communication strategy. These emails are strategically crafted to engage potential customers, nurture leads, and drive sales.

Sales 115

Sales Automotive Advertising Demo 115

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . Text from sales team interactions. .

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

InMoment XI

JANUARY 17, 2024

It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure. Every team or department, from marketing and sales to front office, customer support, and after-sales, has a stake in managing the guest experience. More on this later.)

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

TechSee

AUGUST 14, 2023

Blake is also the author of two books on customer experience, including “The Customer Of The Future”, which was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

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. Yes, the word terminate ties into the movie Terminator , which somehow became a theme in the background of the book. Well, there you have it.

Books 168

Books Social Media Customer Service Training Reference 168

InMoment XI

FEBRUARY 7, 2024

Let’s take a closer look at how integrated CX and other AI-powered tools are shaping hotel experiences—and how the best hotels and resorts are leveraging this winning combination to provide intelligent, customer-centric experiences that grow sales and foster loyalty. Consumers are using their mobile devices to browse and book hotels.

Hotels 195

Hotels Guest Experience Travel 2023 195

Integrity Solutions

MAY 1, 2023

As Daniel Goleman noted in his groundbreaking book , “Emotional Intelligence,” research shows that up to 90% of performance effectiveness is due to emotional savvy rather than technical knowledge or skills. Some salespeople assume it means being pushover, which they know can be the kiss of death in sales.

Customer Relationships 86

Customer Relationships Sales Customers Communication 86

Bill Quiseng

MARCH 1, 2021

“You will be the same person in five years as you are today except for the people you meet and the books you read.” Michelli write a blog post about his book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way. Market value: Communicate the benefits of your solutions to your consumers. .

Books 148

Books Leadership Hospitality Consulting 148

Gainsight

MARCH 27, 2025

The spotlight was on Gross Retention Rate (GRR), pipeline metrics, and bookings. Lets take a look at each: Gross Retention Rate (GRR) GRR addresses the ongoing value and retention from existing customers, exclusive of any new bookings from up-sells, cross-sells, or new logos.

Books 52

Books Customer Retention ROI Metrics 52

Customer Bliss

MAY 9, 2018

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. This is one of the key topics in my new book, Would You Do That To Your Mother?

ROI 245

ROI Customer Experience Leadership Measurement 245

BirdEye

OCTOBER 11, 2023

This blog details the panel discussion on Grow sales by delighting customers with George Grigoryan – Marketing Director, SEV, and Vandana Agarwal, VP of Pre and Post-Sales, Birdeye and Justin Meredith. We are so happy to have you join us for today’s session, “How to grow sales by delighting customers.”

Sales 111

Sales Social Media Customers Multi-Channel 111

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 several theories surrounding communication and advertising.

Advertising 178

Advertising Consulting Sales Customers 178

GetFeedback

JUNE 22, 2019

We tend to respond very well when others use our name in their communication with us. Your survey should speak to your customer just like a support rep or sales rep, not a robot. And there are some very good reasons for doing this. 73% of customers want brands to make the shopping experience more personal.

NPS 304

NPS Net Promoter Score Feedback Brands 304

Experience Investigators by 360Connext

JULY 28, 2020

Business plans include sections on Products and Services, Sales, Marketing, Management and Finances. After 30+ years, it would have been easy for them to stay the course, using one of the oldest objections to new CX initiatives in the book: “It’s always been done this way.” Include them early and keep communicating.

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Customer Centricity 225

Integrity Solutions

DECEMBER 11, 2023

What is cold calling and what does it look like in the current sales world? But sales prospecting is the bread-and-butter, core activity that leads to sales growth and success — and cold calling is one of the most effective prospecting strategies available. Your mindset may actually be the key to success.

Sales 93

Sales Connections Reference Social Media 93

BirdEye

JANUARY 24, 2025

Travelers now rely on social media platforms like Instagram, Facebook, and TikTok to discover and book their next trip. Increase direct bookings and reduce dependency on OTAs Third-party booking platforms and online travel agencies (OTAs) take a significant cut from each reservation.

Social Media 52

Social Media Hotels Marketing Travel 52

Beyond Philosophy

NOVEMBER 27, 2017

Most organizations leave customer interaction with the customer service team, with anyone else avoiding direct communication most of the time. Same goes for company communications; any newsletter or regular communiqué should devote a lot of content toward customer-issues and related topics. They view complaints as opportunities.

Customer Centricity 160

Customer Centricity Leadership Consulting Culture 160

InMoment XI

OCTOBER 8, 2024

By improving customer experience, you can: Increase sales revenue by up to 7% Increase cross-sell rates by up to 25% Increase shareholder return by up to 10% These statistics show that customer experience improvement is something that should be a priority across your entire organization, rather than being a siloed effort. Accessed 10/1/2024.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. That was followed by the undecided (24%) leaving only 13% of participants who voted against the motion (believing that Sales should own the renewal). If you don’t fully understand these cases yet, that’s OK.

Sales 98

Sales Customer Success Customers Customer Relationships 98

Thematic

MARCH 30, 2025

With that data, they discovered a recurring theme: late-night sales calls were frustrating users—especially across time zones. By identifying this behavior and quantifying its impact, they adjusted communication strategies and immediately improved their NPS and lead engagement. Curious what your customer data is really saying?

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Customer Bliss

APRIL 25, 2019

Jon shares that customer success is a combination of customer-oriented operations enacted during the pre-sales cycle, the initial implementation of the solution, and post-sale relationship development with customers. ” The sales team communicated the ROI and the value the customer was going to receive. .”

Chief Customer Officer 170

Chief Customer Officer Customer Success Consulting B2B 170

Beyond Philosophy

SEPTEMBER 26, 2019

Wharton professor Jonah Berger wrote a book based on his research called Contagious, which is about how ideas spread. Berger’s research team looked at The New York Times positive and negative reviews of books and how those review affected sales. They found that sales went up by 40 percent. Moreover, it was substantial.

Books 110

Books 2002 Sales Entertainment 110

Customer Bliss

JULY 11, 2017

Catherine co-authored the book “Understanding Your Users,” and is an active writer and speaker on customer empathy, innovation and design. The Ad/commerce space is a major revenue driver at Google, so it was close to a ‘power core’ there and allowed her to work with sales as well. Communication and storytelling.

Leadership 0

Leadership Customer Experience 2013 2011 0

Inbenta

OCTOBER 30, 2024

Natural Language Processing (NLP) bridges the communication gap between humans and machines by interpreting natural language. Chatbots have numerous applications in different industries as they facilitate conversations with customers and automate various rule-based tasks, such as answering FAQs or  booking flights.

E Commerce 52

E Commerce E-support Virtual Agent Healthcare 52

Integrity Solutions

JANUARY 23, 2023

The past several years have certainly tested the mettle of even the most experienced salespeople and sales managers. Here’s a round-up of some of the key ideas that have stood out to them as well as their advice on new year’s resolutions for sales leaders and team members that will deliver the biggest impact this year.

Sales 78

Sales Culture 2023 Metrics 78

Calabrio

MARCH 10, 2025

Communication and Interaction Tools Effective communication is the foundation of customer service success. Interactive Voice Response (IVR) Tool Categories: Communications and interaction, self-service First impressions matter, and IVR systems are often the initial point of contact.

Call Center 52

Call Center 2025 Contact Center Virtual Agent 52

ShepHyken

NOVEMBER 2, 2022

I’ll bet there’s an entire book that can be devoted to this topic, but for today we’ll keep it to the first few that came to mind. Building a relationship that fosters confidence, trust and connection is a less obvious sales technique. The customer experience shouldn’t just be a non-stop sales pitch. . Selling is obvious.

Customer Service Training 132

Customer Service Training Customer Retention Customers Sales 132

InMoment XI

APRIL 3, 2024

But with the advent of the information age and the communication technologies that support it, a new facet of customer experience has emerged: digital experience. And as digital communications channels continue to supplant traditional ones, even the most basic of interactions will soon depend at least partially on digital technologies.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

CX Accelerator

APRIL 11, 2018

Karin's developed this FREE communication tool (you can download here) to help you have weekly discussions with your employees to be sure everyone is focused on what matters most. The first is Karin's book "Winning Well: A Manager's Guide to Getting Results - Without Losing Your Soul." Karin was named on Inc.'s

Customer Experience 182

Customer Experience Wireless Leadership Books 182

Calabrio

MARCH 4, 2025

Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. Table of Contents What Is an Omnichannel Contact Center?

Contact Center 52

Contact Center Omnichannel 2025 Touchpoint 52

Integrity Solutions

JUNE 19, 2023

Since our work focuses on both skill and will — the skillset as well as the mindset necessary for sales success — we often get asked what the specific, core sales skills are that every salespeson today needs to have. We know that sales prospecting is a vital part of sales success.

Sales 16

Sales Communication Roadmap Competitive Advantage 16

Customer Bliss

SEPTEMBER 29, 2016

The communication isn’t always ideal. I’ll give you a quick example from my book CCO 2.0. If marketing is only reporting that internally (marketing silo) and it’s not reaching other teams (sales, operations, customer experience), the data is useless. Probably not a lot, but there’s been a few.

Social Media 239

Social Media Metrics Customers Brands 239