Experience Investigators by 360Connext

JULY 9, 2024

He brings a unique background in customer success, sales, engineering, services (professional, managed, and support), and global operations. Before GitLab, David built and scaled the Americas Customer Success team at Cisco, managing a $2B book of business that included high/low touch, digital, and partner success.

2024 284

2024 Fashion B2C Hotels 284

Lumoa

MARCH 21, 2023

Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience.

Books 88

Books Customer Experience Chief Customer Officer Customer Experience Management 88

GetFeedback

JULY 23, 2018

Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. booking an appointment with an associate. What’s key? Step 4: Get ready to plot. comparing similar products. viewing pricing and availability. pick up an order.

Customer Journey Mapping 218

Customer Journey Mapping Customer Journey Retail E Commerce 218

Comm100

JULY 6, 2021

For many small businesses, the idea of launching a chatbot to handle customer support and sales questions seems out of reach. Comm100 Task Bot is a free, fun, and interactive chatbot that helps businesses of all sizes to increase engagement and drive sales. Comm100 Task Bot can also be used for meeting bookings.

Sales 105

Sales Books Connections Customer Journey 105

CX Accelerator

DECEMBER 31, 2018

From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. Do something similar for leaders From Nate Brown There is a book that really sticks out to me based on your objective. From Erica Marois: I like Karin Hurt’s Book Winning Well. She even includes several exercises in the book.

Culture 244

Culture 2019 Contact Center Leadership 244

Customer Bliss

MARCH 5, 2019

Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Their own natural desire for connection drives them to develop products and services that support the human condition. Click here to learn more about the course and enroll. . Ah, the hospital gown.

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

InMoment XI

NOVEMBER 7, 2024

Customer experience automation allows organizations to connect with customers in a relevant, timely, and personalized way without extra manual input. You want to ensure that interactions, whether from emails, SMS messages, chatbots, live support, or any other channel, are connected and tested before the user encounters them.

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? Car sales emails are a crucial part of that effective communication strategy. 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

Experience Investigators by 360Connext

MARCH 16, 2015

We’re not having a tent sale or running a huge promotion, but every year March proves to be crazy but awesome, and 2015 is no different! Get in touch to book Jeannie today! . It’s that time of year again! Who says March Madness is only for car dealerships and mattress stores!? Your Name *. Phone Company Name.

Events 223

Events Customer Experience Webinar Telecommunications 223

Beyond Philosophy

NOVEMBER 7, 2016

Each program targets specific team fans and celebrates that connection with a reward. Philadelphia area McDonald’s donate 100% of the income generated from coffee sales to a local youth homeless shelters. They have each partnered with a sports franchise in a brilliant play to boost the emotional engagement with the team’s fans.

Sports 167

Sports Rewards Programs Transportation Books 167

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

eglobalis

OCTOBER 14, 2024

Their programs emphasize leadership alignment, operational efficiency, and proactive CX strategies that integrate marketing, sales, and service. Many of these educators rely heavily on existing resources—such as books, blogs, reports, and familiar frameworks—without pushing the boundaries of the field through hands-on practice.

Customer Experience 345

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 345

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

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

Beyond Philosophy

SEPTEMBER 28, 2016

Understanding the connection between our feelings and our decisions is an essential foundation for creating customer loyalty and retention. Moreover, 200 million of them are up for sale by a hacker named “Peace.” Sometimes, you only found out when the information appears with a “For Sale” sign on it. What do you think?

2014 167

2014 Books 2016 Loyalty 167

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

ShepHyken

JANUARY 16, 2024

They should be looking for the experiences their customers receive during peak hours or in the middle of the night, what a sales call is like compared to a customer service call, and more. Finally, leaders should spend time on the front line, either shadowing (listening in) on customer support calls or taking the calls themselves.

Customer Service 152

Customer Service Books Workshop Customer Service Training 152

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. It lays the groundwork to enable the work because it connects it to ROI and growth.

ROI 245

ROI Customer Experience Leadership Measurement 245

Integrity Solutions

JANUARY 18, 2021

This past year laid bare some critical underlying selling skills and cracks in their sales pipeline that sales leaders were able to ignore or avoid while focusing on more immediate concerns. It’s also clear that the shift to a remote sales model isn’t just a temporary fix. New Sales Pipeline Strategy. By Will Milano.

2021 122

2021 2020 Sales Social Media 122

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

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

Experience Investigators by 360Connext

APRIL 30, 2015

” “Let’s give them a chance to stay connected on their terms.” After unsubscribing, there’s still someplace to go and a chance to make a sale. Instead of the generic “You will no longer receive…” confirmation page, Michaels offers a link to their sales page. Empowered Employees Outshine "By the Book" Service.

Brands 266

Brands 2013 2014 Retail 266

ShepHyken

FEBRUARY 20, 2024

I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to. Connect with Shep on LinkedIn.

Metrics 160

Metrics Customer Service Workshop Measurement 160

InMoment XI

OCTOBER 25, 2024

A better reputation leads to more bookings and higher diner demand. These improvements drive sales and revenue. These pages help you connect with diners in specific regions and address their concerns. Meanwhile, effective reputation management minimizes the impact of negative feedback. It results in increased revenue.

Feedback 195

Feedback Management Social Media 2024 195

ShepHyken

SEPTEMBER 17, 2024

She bought the chess set – but only after the owner promised not to give the salesperson a commission. Eight years ago, I wrote an article titled Big Mistake … Don’t Judge a Book by Its Cover. Connect with Shep on LinkedIn. Norman’s perspective highlights a common mistake in customer service: assumptions can be costly.

Workshop 150

Workshop Customer Service Training Article Customers 150

ShepHyken

APRIL 30, 2021

Live chat will remain an important customer support tool and expand its reach to social media, enabling real-time connections with customers on their preferred hangouts. Merging The Boundaries Between Customer Service and Sales . You can connect with him on Linkedin. Conclusion . Customer is king – that’s the truth.

2021 152

2021 Customer Service Omnichannel 2020 152

BlueOcean

OCTOBER 7, 2024

It can be easy to overlook this when you’re trying to fit travel to multiple vendors into a tight timeframe, but nothing is going to give you a clearer view into the “moment of truth” – that moment when the outsourcer’s agent connects with a client’s customer. Take the first step and book an appointment to chat today. Ready for a trip?

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

It can be easy to overlook this when you’re trying to fit travel to multiple vendors into a tight timeframe, but nothing is going to give you a clearer view into the “moment of truth” – that moment when the outsourcer’s agent connects with a client’s customer. Take the first step and book an appointment to chat today. Ready for a trip?

Contact Center 156

Contact Center Culture Leadership Call Center 156

Customer Bliss

MARCH 14, 2017

Brainshark is a sales enablement and product suite company in Massachusetts; their customer experience efforts were profiled in Forbes recently. Similarly (longer-term), if employee turnover declines and renewals increase , then there was a sustainable connection there. The First 3-5 Months.

Chief Customer Officer 219

Chief Customer Officer Sales Customers Books 219

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

Customer Bliss

MAY 28, 2019

Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? In fact, Gallup research validates that these moments—that connect our experiences with customer memory—are a major opportunity to create lasting bonds with customers. Tweet at me @JeanneBliss or connect with me on LinkedIn. .

Chief Customer Officer 173

Chief Customer Officer Books Banking Connections 173

ShepHyken

OCTOBER 13, 2020

They discuss his latest book, Zconomy , and talk about what Gen Z wants as customers from their favorite brands. This, in turn, can help you faster connect, build trust and drive influence with those customers. Often, this involves utilizing new tech—but be careful not to sacrifice the human connection!

Books 117

Books Consumers Brands Connections 117

Customer Bliss

MARCH 29, 2017

Following their emission scandal, Volkswagen not only saw sales in the U.S. In my book, Tighten the Lug Nuts: The Principles of Balanced Leadership , I discuss how leadership is about building a bridge to the future. And, it’s often ignored until a crisis hits. Even long-standing brands can quickly lose customer loyalty.

Leadership 208

Leadership Culture Telecommunications Customers 208

Alida

DECEMBER 22, 2016

“It’s going to be about creating that direct connection and trust with the individual on a much more personal level.” It’s going to be about creating that direct connection and trust with the individual on a much more personal level,” she told CMO.com. The enterprise guide to customer intelligence [e-book].

2017 0

2017 E Commerce 2016 Social Media 0

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. NPS needed to be connected to business growth immediately to be seen as successful. About Brian. He has an MBA from Purdue University.

NPS 163

NPS Net Promoter Score 2003 2007 163

ShepHyken

AUGUST 29, 2023

I had no idea that years later, I would write about this example in one of my books, Amaze Every Customer Every Time. And guess what happens when they practice helpful behavior versus typical sales behavior? They make the sale. In these examples, the salespeople cared as much – maybe more – about me than the sale.

Workshop 128

Workshop Customer Service Training Sales Books 128

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