Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. Is communication, and are marketing efforts, omni-channel, micro-segmented and even personalized?

Financial 144

Financial White Paper Books Airlines 144

Beyond Philosophy

NOVEMBER 28, 2016

Through targeted research, and resultant training, communication, process, and reward and recognition programs, what we define as ambassadorship formalizes the direction in which employee engagement has been trending toward for years. Those question are: 1) Really? and, 2) Where’s the consistent proof for individual companies? correlation.

Engagement 145

Engagement White Paper 2015 Consulting 145

LiveChat

JUNE 8, 2018

Effective communication is the key to building and nurturing any relationship – be it personal or professional. Even in business, communicating with customers effectively can help you gain their loyalty – leading to repeat purchases, positive word-of-mouth, and referrals. Pay Close Attention to Your First Impression.

Communication 66

Communication Social Media B2C White Paper 66

GetFeedback

FEBRUARY 15, 2019

They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. Prospects are interacting with your website, trial, onboarding materials, and inside sales team. Their feedback can inform strategy and customer communications. These people haven’t made a purchase yet.

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

One Millimeter Mindset

OCTOBER 8, 2018

Are our engagement experience tactics building bridges – or barriers – to the next communication? Let’s say we feel cozy and comfortable in our post-sale support roles, implementing what is sold. Now, they are left in the hands of everyone else in the organization who they did not meet, during the initial sale. Or, are we?

Engagement 74

Engagement Customer Experience White Paper Magazine 74

ShepHyken

NOVEMBER 24, 2017

Communication is key to great service. Brooke Harper is a seasoned writer and sales consultant and has written hundreds of articles and white papers covering all aspects of B2B sales, phone marketing, and advanced sales strategy. Not sure where your customers go when they’re online?

Social Media 88

Social Media Blog Customer Service White Paper 88

One Millimeter Mindset

APRIL 10, 2019

Learn more by downloading my white paper: New Strategies for Selling to Skeptical Technical Decision Makers by clicking on this LINK. There is no better way than storytelling to bridge communication disconnects between professional disciplines, paygrades and levels of education. Why move beyond the stuff that gives them Pause?

White Paper 13

White Paper Download Customer Retention Presentation 13

Beyond Philosophy

SEPTEMBER 6, 2016

They focus instead on chasing down the next sale, competing on price and compensating employees more for winning new accounts than for keeping existing customers happy, engaged and loyal. Sales force and senior management compensation is often based on acquisition, not retention or per customer revenue optimization.

White Paper 74

White Paper Multi-Channel Consulting Customers 74

Up Your Service

MAY 25, 2017

In the white paper, Engineering a Service Revolution that was recently cited in Harvard Business Review , we outline Four Rules, including a rapid and comprehensive plan to educate and motivate employees at all levels,leaving little room for negative influence to grow or fester. Focus on Service Education.

Culture 75

Culture White Paper Workshop Customer Satisfaction 75

Comm100

JANUARY 21, 2020

While social media is an important part of the B2B discovery process, communication with these customers usually involves more traditional channels, such as email. B2C consumers tend to prefer online channels such as live chat, texting, and social media above traditional communication. B2B tends to expect responses within 1-24 hours.

Customer Journey 85

Customer Journey Social Media B2C Omnichannel 85

Education Services Group

APRIL 25, 2021

At first, this roadmap might be simple and straightforward, but as you mature, your plans will become more comprehensive and include a complete ecosystem of cross-functional capability and accountability with other teams like sales, marketing, product, and support. Digital Communication. Scaling with Systems. In fact, I have.

Customer Success 91

Customer Success White Paper Roadmap Customer Journey Mapping 91

RapportBoost

NOVEMBER 15, 2018

As a result, we are seeing a much greater demand for the implementation of a live chat channel to offer an alternate means for customers to communicate with their service teams. We’re not talking about turning a support team into a sales. That means more than just pointing the customer to a white paper.

White Paper 71

White Paper Call Center Telecommunications Omnichannel 71

SurveySparrow

APRIL 11, 2021

It is a strategy where your buyer gets to know who you are, what you offer, and how you can help their business with targeted content and nurturing instead of pushing for a sale. Companies with a good lead nurturing strategy will generate 50% more sales-ready leads at a 33% lower cost. What is a lead nurturing strategy?

Social Media 98

Social Media Metrics Webinar White Paper 98

ENGAGE.cx

NOVEMBER 12, 2015

So, how does a company with online, in-store, and mobile sales channels get to know customers in an intimate way? The data needs to include who the customers are, their shopping behaviors, their likes and dislikes, and even their communications preferences. Yes, you guessed it. This is where data comes into play. It’s How You Use It.

White Paper 59

White Paper Omnichannel Download Customers 59

Comm100

JANUARY 14, 2020

For agents, digital omnichannel engagement means simpler customer communication and greater ease of use. According to a survey conducted by UBM, 75% of participants cited having to repeat themselves as their biggest issue when communicating with a brand. These channels cover both your real-time and “anytime” communication bases.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Totango

SEPTEMBER 22, 2022

For customer success teams, SaaS tools serve to optimize the customer life cycle, improving your marketing, sales, and customer service to deliver better results to clients. This promotes higher customer satisfaction and retention, elevating sales and increasing revenue. They usually are licensed through a subscription sales model.

White Paper 71

White Paper Advertising Sales Social Media 71

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. Proactive, personalized – even anticipatory – service that exceeds expectations, two-way communication, and engagement help bond the customer to the supplier.

White Paper 60

White Paper 2007 Consulting Loyalty 60

ProProfs Chat

NOVEMBER 29, 2019

Improved Sales. They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. While it has made a significant mark in the support industry, sales and marketing find this tool beneficial for their strategies too. Improved Lead Generation. Better Market Reach.

2020 90

2020 E-support 2018 Hospitality 90

Comm100

JANUARY 21, 2020

While social media is an important part of the B2B discovery process, communication with these customers usually involves more traditional channels, such as email. B2C consumers tend to prefer online channels such as live chat, texting, and social media above traditional communication. White Paper. Conclusion.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Comm100

OCTOBER 17, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Here we offer 12 essential tips for live chat operators to communicating effectively, addressing customer issues efficiently, and representing your brand professionally. White Paper] The Guide to Becoming a Top Performing Live Chat Operator.

Customer Service 59

Customer Service White Paper Social Media Customer Satisfaction 59

Comm100

APRIL 28, 2016

But how you communicate that empathy to a customer directly, as well as how you can perceive their more moment-to-moment needs, can help you build customer satisfaction and loyalty. Ultimately, having empathy creates deep bonds of trust between a company and a customer, and trust moves sales. Conclusion. Download Now.

White Paper 67

White Paper Download 2011 Customers 67

inmoment

JUNE 17, 2019

Moving forward, companies should prioritize direct communication having tech-powered, intelligent and personal conversations directly with customers. Companies should capitalize on this desire by creating a personalized CX that delivers meaningful value beyond just the close of the sale. Dismissing the Human Factor.

2019 53

2019 Customer Experience White Paper Definition 53

Comm100

JANUARY 14, 2020

For agents, digital omnichannel engagement means simpler customer communication and greater ease of use. as their biggest issue when communicating with a brand. These channels cover both your real-time and “anytime” communication bases. This post includes highlights from our Omnichannel white paper.

Omnichannel 54

Omnichannel 2020 White Paper Social Media 54

Comm100

OCTOBER 8, 2016

Relationship Marketing, an aspect of Customer Relationship Management (CRM), is the term used to describe the focus on the customer’s experience over boosting short-term metrics like acquisition and sales. A good blog communicates to customers that you care about solving the problems in their industry. White Papers.

Customer Retention 61

Customer Retention Loyalty Loyalty Programs Social Media 61

Comm100

JUNE 7, 2016

Communicate Return Policies Effectively. It’s important that your sales associates not only know your return policies like the back of their hands, but also communicate them clearly with each purchase. Make sure that the following occurs to communicate your return to your customers: Have signs at checkout.

Retail 44

Retail White Paper Customer Centricity Download 44

CX University

APRIL 2, 2024

Delivering the employee value proposition hinges on how effectively an organization communicates and acts. This scenario reflects broader trends of consumer empowerment, demanding transparency, quality, and fairness, which Dollar General seems to struggle with, amid internal conflict and unclear communications.

2009 52

2009 White Paper Financial 2024 52

Amity

FEBRUARY 10, 2017

I was a pre-sales consultant and focused on helping sales land customers. Around 2007, I decided to move into the post-sales world because I wanted to get closer to the product, to the value proposition, and to the customer challenges that can be addressed through software.

Customer Success 80

Customer Success Marketing White Paper Net Promoter Score 80

NICE inContact

NOVEMBER 9, 2018

More and more communication is now occurring over email, web chat, SMS and text messaging than ever before. Does your contact center support these communications channels? Let your customers contact you in ways that work best for them. We live in a digital world.

Contact Center 49

Contact Center White Paper Omnichannel 2018 49

Beyond Philosophy

AUGUST 30, 2016

Word-of-mouth, however, is a double-edged sword; and customers’ negative communication, as much as praise, can have a damaging effect on other customers and non-customers, as well as the communicating customer. The Case for Strengthening Sales Governance. One Marketing Guy Who Gets It (What Sales Needs, That Is).

Customer Satisfaction 60

Customer Satisfaction Measurement White Paper B2C 60

Alliance by IFS

JUNE 2, 2015

Service has become a critical source of revenue, but at many companies there is still a big disconnect between the service organization and the sales infrastructure that could be impeding revenue growth and leaving customer needs unaddressed. The service team serves as the face of the company in the post-sales period.

Sales 22

Sales White Paper Multi-Channel Download 22

CSM Magazine

FEBRUARY 14, 2017

Some aim to provide a balanced portfolio of functionality across sales, marketing and service, while others remain firmly rooted in the sales discipline. After all, tracking sales pipelines is what CRM is probably most famous for. This might begin with capturing the initial set of interactions required to become a customer.

Engagement 40

Engagement White Paper Net Promoter Score Definition 40

ShepHyken

MARCH 31, 2018

It blurs the lines between customer service, marketing, and even sales. For example, a company could share relevant research or a white paper; a hardware store can create how-to videos on the most common household repairs and projects; a restaurant can share a popular recipe or even hold a recipe contest and invite customers to participate.

Social Media 88

Social Media Customer Service Marketing Airlines 88

Comm100

OCTOBER 11, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Here we offer 12 essential tips for live chat operators to communicating effectively, addressing customer issues efficiently, and representing your brand professionally. Should it be customer service? Well-trained operators mean better customer satisfaction.

Social Media 61

Social Media Customer Service Strategies Customer Service Download 61

Andrew Mcfarland

SEPTEMBER 21, 2022

These skills are essential for attracting prospects and generating new sales. People with this skill can also communicate effectively and make others feel comfortable. A well-developed sales process includes identifying and defining your prospects’ needs and wants. Fortunately, there are many ways to acquire these skills.

White Paper 48

White Paper Sales Webinar Document 48

Amity

JANUARY 11, 2017

This is very closely followed by the engagement of the customer: how intensive and regular is the communication between us and the customers? We continuously communicate feedback from customers to the other teams to adjust our processes. Philip: The one word to summarize it all is communication.

Customer Success 99

Customer Success Customers White Paper Management 99

Comm100

NOVEMBER 2, 2017

Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service. You can often see this model at work with on-site sales at retail stores, where there is minimal exchange of customer information in order to make a transaction. White Paper] The Guide to Becoming a Top Performing Live Chat Agent.

Customer Satisfaction 79

Customer Satisfaction Feedback Customers White Paper 79

Magellan Solutions

AUGUST 11, 2021

Telemarketing campaigns can help you reach a group of targeted prospects or customers to communicate a message, gather feedback, and determine a next step for the relationship. Generate sales transactions. We don’t want artificially created sales appointments that will inundate the sales force and waste time. .

ROI 52

ROI White Paper Call Center Seminar 52