SurveySparrow

SEPTEMBER 26, 2020

You would think that the best sales strategy for a good sales team is to get people talking. However, a lot depends on how primed a customer is to be converted. The talk-first strategy often leads to inefficient sales. Marketers often pass on leads to sales teams that are not actually ready to be converted.

Sales 105

Sales Presentation Information Marketing 105

Beyond Philosophy

FEBRUARY 10, 2020

Nearly 20 years ago, when I started Beyond Philosophy and before Customer Experience was a well-known concept, my motivations were to create a competitive differentiator that would get more business for my clients. New Sales Growth: This area includes increases in sales, market share, or new customer acquisition.

2020 172

2020 Hospitality Return on Investment Telecommunications 172

InMoment XI

FEBRUARY 23, 2024

It’s crucial that brands understand the experiences they provide and whether or not they satisfy the needs of customers, employees, and beyond. Every business should know the ins and outs of how their marketing, advertising, and sales team measure up. Effective market segmentation is critical to that goal. What Is Market Segmentation?

Marketing 195

Marketing Customer Experience Return on Investment Consumers 195

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. Is the senior leadership present and fully engaged in your visit? Is your visit well organized?

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. Is the senior leadership present and fully engaged in your visit? Is your visit well organized?

Contact Center 156

Contact Center Culture Leadership Call Center 156

Gainsight

APRIL 8, 2020

As a Sales Leader, I am deeply focused on how to maintain & maximize revenue during the currently unfolding & rapidly changing COVID landscape. For that reason, maintaining revenue in our installed base, and looking for ways to maximize revenue via cross-sell / upsell in the right scenarios is critical. Gainsight People Maps.

Sales 98

Sales Fashion Financial Customer Base 98

BlueOcean

FEBRUARY 22, 2024

A partner who takes the time to delve into the intricacies of your unique business goals, KPIs, and customer expectations is one that is committed to delivering not just a service, but a tailored solution that aligns seamlessly with your overarching objectives.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. CX leaders need to present strong business cases for every step of their journey.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Thematic

MARCH 30, 2025

A strong customer insights framework groups customers based on behavior, preferences, or lifecycle stage—and then delivers tailored experiences to each group. In the case of LendingTree , the company analyzed over 20,000 customer comments in just 90 days using Thematic.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

InMoment XI

NOVEMBER 20, 2023

Customer retention rates and customer service can be improved by using AI to actively listen for qualitative feedback and elicit more valuable responses. Personalization at Scale One of the standout benefits of AI in CX is the ability to deliver personalized experiences to customers on a large scale.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

BlueOcean

AUGUST 21, 2019

And yes, the RFP can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. Is the senior leadership present and fully engaged in your visit? 5. Culture. Is your visit well organized?

Contact Center 159

Contact Center Culture Leadership Engagement 159

Retently

OCTOBER 23, 2024

Now that we are all set with the most popular customer surveys, let’s dive into the specific touchpoints to consider. Understanding the key lifecycle stages for an Ecommerce Focus on the Buyer Journey Each stage of the buyer’s journey presents unique opportunities and challenges for stores to engage with and satisfy customers.

Retail 109

Retail NPS Touchpoint Feedback 109

InMoment XI

MARCH 6, 2024

Elements of the process range from mapping the customer journey, deploying customer experience management software, and capturing customer feedback to tracking customer experience KPIs , developing service training programs, and launching strategic sales and outreach efforts. Make a customer, not a sale.”

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

BlueOcean

FEBRUARY 22, 2024

A partner who takes the time to delve into the intricacies of your unique business goals, KPIs, and customer expectations is one that is committed to delivering not just a service, but a tailored solution that aligns seamlessly with your overarching objectives.

Customer Care 156

Customer Care Entertainment Government Contact Center 156

TechSee

JANUARY 24, 2019

Use Cases: Shopping Concierge: Video chat support allows agents to connect with online customers in real time, offering them advice and recommendations that directly increase sales. Customer inquiries: When customers turn to a company for help, video chat support gives a face to the business.

Contact Center 141

Contact Center Financial Document 2025 141

ShepHyken

AUGUST 31, 2023

Improving your customer journey doesn’t just eliminate the inefficiencies that cause dissatisfaction and churn. It leads to the creation of a holistic customer experience in which every level of your sales funnel is optimized to meet customer needs and expectations. No more missed opportunities for a sale!

Customer Journey 133

Customer Journey Customer Journey Mapping Net Promoter Score E Commerce 133

Customer Bliss

JUNE 6, 2018

Here are the five competencies that I have successfully worked around the world with organizations to deliver – to develop a business growth strategy – and a customer-driven growth engine: In this Competency, the work is to align leaders to make a defining performance metric – the growth or loss of your customer base.

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

ShepHyken

JULY 7, 2023

He writes about how using mobile apps can enhance customer engagement. At the present time, Google Play and App Store both have over 4.4 Through your customer’s network, you can reach the untapped potential customer base. This week, we feature an article by Manpreet Singh Chawla. million smartphones globally.

Customer Engagement 118

Customer Engagement Engagement Social Media Customer Satisfaction 118

Customer Bliss

FEBRUARY 12, 2019

Today’s video is an excerpt from a keynote speech, The 5 Leadership Competencies of Beloved Companies , which I recently presented at Cult the Gathering. . Beloved companies do a set of deliberate things to be the kind of company that customers want to be a part of, and employees can’t wait to be a part of.

Metrics 195

Metrics Chief Customer Officer Customers Leadership 195

Beyond Philosophy

MAY 17, 2017

For those unfamiliar with CX Data Management, the term applies to how businesses track customer information and obtain feedback from them. Others help you survey customers based on location and industry or even product purchased. The personalized experience presented does not provide value. Use of a single data point.

Consulting 128

Consulting Presentation Download Customer Experience 128

Retently

MARCH 17, 2025

hours due to high ticket volume after Black Friday sales. Final Thoughts: Turning Data into Action A Performance Matrix isnt just about tracking numbers but making data-driven decisions that improve customer experience and help support teams succeed. more shipping issues during holiday sales). Spot seasonal patterns (e.g.,

Insights 90

Insights NPS Metrics Customer Satisfaction 90

Totango

AUGUST 9, 2022

This lets B2B businesses customize their operations for groups of customers with common characteristics or personalize them for individual clients. This type of customization provides customers with better service while yielding better results for B2B teams working in marketing, sales, customer service, and customer success.

B2B 106

B2B Customer Journey Mapping Social Media Net Promoter Score 106

Education Services Group

MAY 28, 2021

One way to help this process go smoothly is for sales and CS to work together during the handoff between pre-sales and post-sales. This transition is really key to getting all the pieces to fit perfectly together in a picture of blissful customer satisfaction. Working side-by-side with sales.

Customer Success 98

Customer Success Document Sales Customers 98

Feedbackly

NOVEMBER 10, 2022

Emotions are categorized into clusters and assigned a weightage based on the level of impact. It is then presented as a score out of 100. EVI® data gives you valuable insights into customer behavior and preferences. Through customer emotions, you can identify the strengths and weaknesses in your CX strategy.

Customer Journey 98

Customer Journey Metrics Measurement Touchpoint 98

ChurnZero

APRIL 11, 2025

(deluge versus steady stream) Are you talking with your customer? Bring customer success, sales, product, and executives together to build out a customer journey that incorporates different perspectives. Customer feedback changes depending on the lens youre looking through (i.e. your team and its own goals).

Multi-Channel 52

Multi-Channel Metrics Feedback Customer Journey 52

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

ShepHyken

SEPTEMBER 25, 2020

When agents can create a relationship with your customers that goes beyond the transactional, it increases the chances of them returning to you the next time they need something and makes them less price-sensitive or likely to switch to a competitor. Ticket-based approaches to customer service are a thing of the past.

Contact Center 117

Contact Center Competitive Advantage Article Customer Service 117

CX University

JANUARY 2, 2025

If your competitors adapt faster to meet customer demands, you risk falling behind or being overstretched to keep up. Success hinges on meeting the expectations of an increasingly empowered customer base that demands immediacy, personalization, transparency, reliability, trust, and innovation.

Customer Centricity 52

Customer Centricity Culture Innovation Customer Relationship Management 52

Alida

JUNE 27, 2016

Hearing how other companies use insight communities helped demonstrate the value of customer intelligence in a more tangible way. “It It made a difference that I talked to other companies like Allure ,” she said. “ Vision Critical’s customer base is so diverse—some people in my company appreciated that.”.

Insights 145

Insights Consumers Feedback Advertising 145

BirdEye

JULY 5, 2023

Relationship marketing is the strategy of cultivating meaningful relationships with customers to ensure long-term satisfaction and brand loyalty. This strategy uses online and offline communication channels for your business to build stronger relationships with your customer base. Why does relationship marketing work?

Marketing 98

Marketing Social Media Loyalty Programs Customer Retention 98

Optimove

JUNE 22, 2023

By utilizing these tiny devices, brands can deliver highly targeted, valuable content and offers to customers based on their location and preferences: In-store navigation: Beacons can be used to provide customers with indoor navigation support, helping them to find products and get around the store more easily.

Technology 98

Technology Customer Engagement Engagement Loyalty Programs 98

Integrity Solutions

NOVEMBER 23, 2020

In addition to understanding and having empathy for the customer’s situation and experience, a customer-centric organization also considers how any decisions it makes will affect their customers. This customer-needs-focused approach is often thought of in the context of the sales and service teams.

Customer Centricity 124

Customer Centricity Culture Customers Connections 124

ShepHyken

SEPTEMBER 15, 2017

These solutions are constantly combing the internet for relevant conversations and events, meaning, when appropriate, brands can jump in, join and engage with their customer base in a very organic fashion. Joining customers in a familiar place and with a familiar dialogue can build stronger trust and engagement between brand and buyer.

Customer Engagement 207

Customer Engagement Blog Engagement Marketing 207

Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. Customer Experience is not a new idea. During the economic downturn, a shift in understanding took hold that nurturing existing customers is more profitable than acquiring new customer.

Webinar 141

Webinar Chief Customer Officer Customer Experience Social Media 141

ProProfs Chat

DECEMBER 23, 2020

Well, market research firms such as Claritas use these to divide customers into different segments. And why not, it helps you understand your customers even better. Once you know how your customers are and what makes them tick, you can plan your marketing and sales strategies better.

Customers 87

Customers Presentation Sales Marketing 87

Integrity Solutions

DECEMBER 19, 2018

An estimated 73% of millennials workers are now involved in the decision-making process when their companies buy products and services, a statistic that is sure to have consequences for B2B sales teams and sales training approaches. The aging workforce presents its own challenges. Ethical sales practices matter.

2019 76

2019 Leadership Culture Sales 76

Retently

MARCH 11, 2025

Thats why CX Managers keep everyone in the loop with regular updates, whether its through: Weekly reports for customer support, showing trending issues and response times. Monthly presentations for leadership , highlighting CX-driven improvements and business impact. Fewer support tickets = lower customer service costs.

Management 115

Management Customer Experience Roadmap NPS 115