CX Accelerator

JANUARY 25, 2019

Establishing a meaningful connection between your employee experience and the Customer Experience is very difficult. So how can we move beyond the hypothetical, and actually make the EX / CX connection? Sadly, it's often just talk. Does this make it any less important? Not at all. Nate Brown is the co-founder ofCX Accelerator.

Connections 140

Connections Culture Metrics Employee Experience 140

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 Customers Books Engagement 107

Experience Investigators by 360Connext

APRIL 15, 2015

You’re personally connected with EVERY customer when you start, and that connection is why most of them stay with you. You know, our relationship with Sharon (Sales Manager/Account Manager/All-Around-Dynamo) was awesome. When you start a new business, the experience you deliver is based on WHO and not what. I miss them!

Social Media 277

Social Media Consulting Banking Blog 277

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

TechSee

JUNE 16, 2022

Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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

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

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

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

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

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

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

BirdEye

JANUARY 24, 2025

It's about building real connections and driving strong social media engagement. Travelers now rely on social media platforms like Instagram, Facebook, and TikTok to discover and book their next trip. Responding to comments, reposting stories, and answering queries builds human connection and drives loyalty.

Social Media 52

Social Media Hotels Marketing Travel 52

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

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 123

2021 2020 Sales Social Media 123

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 151

Customer Service Books Workshop Customer Service Training 151

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 93

Sales Connections Reference Social Media 93

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

Thematic

MARCH 30, 2025

Instead, you need unified data analytics to connect every touchpoint and every voice. With that data, they discovered a recurring theme: late-night sales calls were frustrating users—especially across time zones. The real challenge is integrating it. Think of customer feedback analysis like laying the foundation for a building.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

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 149

Workshop Customer Service Training Article Customers 149

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

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 151

2021 Customer Service Omnichannel 2020 151

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

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 159

Metrics Customer Service Workshop Measurement 159

ChurnZero

MARCH 28, 2025

Sarah Kiley is chief sales officer at ChurnZero. Most CROs come up through sales, where success is measured by speed and outcomes. Customers can sense when conversations shift from support to sales. Earlier in my career, I had been leading a sales organization when I stepped into manage CS. The metrics were great.

Customer Success 52

Customer Success Sales Metrics Customers 52

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 Customers 173

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

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 116

Books Consumers Brands Connections 116