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

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

InMoment XI

NOVEMBER 7, 2024

Over 80% of CRM leaders say that AI and automation make customer communication more personalized. This enables more relevant and targeted communication. Sales Teams Through automated, data-driven triggers, sales teams can leverage customer experience automation to interact with leads at the right moments.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

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

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

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 169

Books Social Media Customer Service Training Reference 169

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

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

InMoment XI

OCTOBER 25, 2024

A better reputation leads to more bookings and higher diner demand. These improvements drive sales and revenue. Start by establishing communication protocols and training your staff on them. Every member needs to know the what, where, who, and how of communication during a crisis. It results in increased revenue.

Feedback 195

Feedback Management Social Media 2024 195

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 Measurement 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 92

Sales Connections Reference Social Media 92

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

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

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

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

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 136

Customer Service Training Customer Retention Customers Sales 136

Integrity Solutions

SEPTEMBER 22, 2020

There are three factors that play a pivotal role in healthcare sales reps’ ability to adjust to this virtual selling environment and deliver value that results in more appointments and more closed deals. In all likelihood, the future of healthcare sales will be a blend. Helping Healthcare Sales Reps Adjust to Virtual Selling.

Healthcare 91

Healthcare Sales Hospitality Demo 91

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

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

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. Website : [link]. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

2020 132

2020 Customer Experience Magazine Consulting 132

Customer Bliss

APRIL 11, 2017

We talk about his journey in figuring out exactly what it was, well before Fred Reichheld wrote his ground-breaking book. Fred Reichheld had already written several books on loyalty. They’d want to know what was happening in sales, marketing, leads. In days 30-60, Brian focused extensively on communications.

NPS 163

NPS Net Promoter Score 2003 2007 163

ChurnZero

DECEMBER 2, 2022

In our webinar, “ Lessons learned from a big a$$ book shift ,” ChurnZero’s CX team pulls back the curtain to share the methodology, approaches, and lessons learned from shifting CSM books across our entire customer base. How to transition your CSMs’ book of business with Alli Tiscornia, CCO, ChurnZero.

Books 98

Books Webinar Chief Customer Officer Customer Base 98

BirdEye

AUGUST 21, 2024

Online reputation management No matter where you meet your customers, sales begin by reading online reviews. By leveraging tools with advanced omnichannel communication systems , you can ensure no messages from leads or customers fall through the cracks.

Retail 59

Retail Sales Multi-Channel Marketing 59

BlueOcean

JANUARY 27, 2020

That said, in our books, understanding another company’s culture is still largely experiential. Compare and contrast that with Netflix which lists judgement, communication, impact, curiosity, innovation, inclusion, courage, and passion as their core values. How do they communicate and collaborate with each other?

Contact Center 177

Contact Center Culture Leadership Communication 177

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. If you can communicate how you advocate for change and make the world a better place at your store (e.g.,

Fashion 130

Fashion Retail Multi-Channel 2017 130

Beyond Philosophy

OCTOBER 9, 2017

For example: The customer trusts the organization to communicate to him. 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. Colin is an international author of five bestselling books and an engaging keynote speaker.

Webinar 145

Webinar Books Consulting Interaction 145

Kustomer

AUGUST 24, 2021

At the close of 2020, e-commerce sales accounted for 14% of all US sales. Helping consumers resolve issues quickly and reducing the need for direct communication vastly improves brand equity and customer loyalty. Communicating challenges and delays via social media became an important facet of customer relations.

E Commerce 114

E Commerce E-support Customer Experience Omnichannel 114