One Millimeter Mindset

OCTOBER 8, 2018

Even if our functional roles are not primarily in marketing and selling, our customers’ engagement experiences bias them about how we will deliver outcomes. Let’s say we feel cozy and comfortable in our post-sale support roles, implementing what is sold. Download my white paper on selling to skeptical decision makers.

Engagement 74

Engagement Customer Experience White Paper Magazine 74

Comm100

JANUARY 21, 2020

According to an Accenture survey, 42% of B2B leaders say they plan to implement online-only loyalty programs, 35% will offer online training for both internal teams and customers, and 32% will offer incentives for making sales completed through digital channels. Free Download: Customer Engagement 2020 White Paper.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Education Services Group

AUGUST 27, 2018

Read about this study and others in our white paper, Neuroscience and Customer Success. CSMs (Customer Success Managers) go beyond training and support by bringing value to the table after the sale. Unlike computers, they recognize and respond to customers’ hidden, and powerful, emotional responses.

White Paper 51

White Paper Download Customer Success 2015 51

Calabrio

SEPTEMBER 21, 2016

They’re giving sales an invaluable understanding of what their customers want. They’re driving efficiency, increasing customer retention, accelerating sales, and creating new revenue opportunities. Your customers are talking. They’re making their agents smarter to make interactions better. Are you listening?

Contact Center 59

Contact Center Technology White Paper 2016 59

Comm100

JANUARY 21, 2020

According to an Accenture survey, 42% of B2B leaders say they plan to implement online-only loyalty programs, 35% will offer online training for both internal teams and customers, and 32% will offer incentives for making sales completed through digital channels. Remember: Be mobile-ready.

Customer Journey 84

Customer Journey Social Media B2C Omnichannel 84

Beyond Philosophy

SEPTEMBER 6, 2016

Marketing consultant and author Robert Tucker has stated, “Companies are often so concerned about attracting new customers that they denigrate their unique value proposition to loyal customers.” showed that 80% of companies spend too much of their marketing budget on customer acquisition.

White Paper 74

White Paper Multi-Channel Consulting Customers 74

Education Services Group

JUNE 21, 2018

If only we encountered more companies who embrace a similar mindset when it comes to knowing how customers experience their products and services. We would see impressive strides in customer engagement and customer retention. Ready to embark on the customer-mapping journey?

Customer Journey Mapping 53

Customer Journey Mapping Customer Journey White Paper Customer Philosophy 53

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. I could write an entire white paper on Customer Success monetization.

Customer Success 91

Customer Success Roadmap White Paper Customer Journey Mapping 91

Education Services Group

OCTOBER 4, 2018

It takes a comprehensive plan to do it, but it results in productive interactions and empowers customers to use your product to its maximum potential. Your sales team dazzled and wowed your new customer enough to get them to take the plunge with your company, it’s on you and your team to keep the momentum going.

White Paper 53

White Paper Download Customer Success Blog 53

ProProfs Chat

JULY 13, 2018

Data from Riskified show that return customers account for 1/3rd of all online shopping revenue and they tend to spend 3 times more than one-time shoppers. Yet 44% of companies have no focus on customer retention. Customer retention could generally be traced down to customer satisfaction.

White Paper 63

White Paper Advertising Customer Retention Customers 63

Education Services Group

MAY 25, 2018

If it were possible to just make one sale, stop there and have a “forever customer,” everyone would be a Customer Success (CS) pro. It requires relationship building, thoroughly understanding customer needs, advocating for their wants, and helping every customer — not just the largest — flourish in ways they never could alone.

Customer Success 45

Customer Success White Paper Customer Journey Mapping Return on Investment 45

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.

Customer Satisfaction 60

Customer Satisfaction Measurement White Paper B2C 60

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. But, there is little that is really new or trailblazing in this idea.

Financial 144

Financial White Paper Books Airlines 144

ChurnZero

SEPTEMBER 30, 2021

If you put the CS Operations under the Chief Operating Officer, they can scale across with Sales. For example, Sales, CS, and Product can really have this aligned, streamlined way of rolling everything out under operations. If they’re under Sales, I have seen in my experience that Sales always gets priority.

Customer Success 52

Customer Success Webinar White Paper Sales 52

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. In turn, relationship quality links and contributes to the perception of satisfaction and trust, creating business outcomes of customer retention and advocacy.

White Paper 60

White Paper 2007 Consulting Loyalty 60

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. Finding common ground through storytelling catalyzes professional development, workforce engagement and customer and stakeholder success. Why move beyond the stuff that gives them Pause?

White Paper 13

White Paper Download Customer Retention Presentation 13

Qualtrics

MARCH 2, 2021

Happier employees go on to provide better support to customers, who have a better experience overall. According to Gallup , highly engaged workplaces saw a 10% increase in customer ratings and a 20% increase in sales. Even in marketing, you can make a real impact on how you help customers feel connected with your products.

Customer Service 29

Customer Service Social Media White Paper 2021 29

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself.

Social Media 49

Social Media Customer Service Strategies Customer Service Download 49

Comm100

DECEMBER 8, 2017

Thank you letters are an important part of making your customers feel valued, and letting them know how much you appreciate them. They are an inexpensive way to increase sales, return on investment (ROI), and customer retention. What to Consider When Writing a Thank You Letter to Your Customer. A thank you card.

Social Media 54

Social Media Return on Investment White Paper Customers 54

Uniphore

JANUARY 4, 2022

White Papers. How are you planning to leverage conversations to drive revenue and customer retention? At Uniphore Converse 2022, enterprise executives from CX to Sales will learn the latest innovations in automation, conversational AI and emotion intelligence. Conversational AI Platform. U-Self Serve. Case Studies.

2022 126

2022 White Paper Contact Center Innovation 126

SmartKarrot

JUNE 11, 2020

Having done that, you can create e-books, editorials, white papers and blog posts that zero in on about outlining specific issues that your potential prospects are facing at the moment. To define the journey for a client, testimonials, sales pitches and/or product videos are your essential weapons here.

White Paper 11

White Paper Wireless Demo Fashion 11

One Millimeter Mindset

JANUARY 28, 2019

Now, those of you on the sales, marketing and even HR side of the table may feel you get a free pass out of this conversation. The same soft skills which make business people desirable for marketing and sales functions frequently turn off other colleagues in the workplace. With just about anyone. And anything. Subscribe to my blog.

White Paper 73

White Paper Workshop Roadmap Communication 73

Bold360

NOVEMBER 30, 2016

From the evolution that created the demand for cross-channel communications – the rise of digital media and mobile tech, such as social media and messaging services – emerges the technology that enables businesses to meet those demands with the same (or better) efficiency they require to keep up with the many customer touch points that exist today.

Definition 104

Definition ROI White Paper 2016 104

Comm100

OCTOBER 17, 2017

This blog post will show you exactly why social media customer service is so important, and how social media support can help take your business into the future of customer care. Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service. And you need more. Download Now.

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Social Media Customer Service Download Customer Care 53