InMoment XI

MAY 31, 2022

But the big picture goal is why there is so much buzz around customer journey maps now: Customer journey mapping can move you towards more conversions, greater customer loyalty , and improved customer experience from end to end (or from end to forever, if you are subscription-based and there’s no bottom to your sales funnel).

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

Experience Investigators by 360Connext

NOVEMBER 26, 2014

It’s well documented that a little mixup can actually increase loyalty when the recovery is handled well. No sales pitch, no begging, just a nice, thoughtful way to say thank you. Ever wander into a small business and feel like you’ve interrupted the sales team? However, there are conditions. Here are some ideas: 1.

Banking 286

Banking 2012 Loyalty Culture 286

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 94

Sales Customer Success Insights Webinar 94

Integrity Solutions

MAY 25, 2021

To ramp up sales performance and strengthen your sales pipeline, you have to develop your salespeople’s confidence; inspire them to be more proactive; improve their ability to build trust and rapport in an increasingly digital world; and equip them to engage in buyer-centric, results-driven conversations.

Sales 118

Sales 2020 2021 Travel 118

Experience Investigators by 360Connext

AUGUST 17, 2021

Great CX meetings start with a solid foundation in the form of a CX Charter — a simple document that answers these six questions: What is Our CX Vision? If that process is not documented, creating a specific process around it should be a top priority. So how do you run better CX meetings? Start with a CX Charter.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

SurveyGizmo

MARCH 12, 2021

One of the biggest pain-points for most sales teams is the hand-off from sales to customer success or account management. Especially if all those notes aren’t documented in your CRM? This happens all the time, especially when you’ve had a long sales cycle, a hand-off, or a long relationship.

Sales 98

Sales Document Customer Engagement Customer Centricity 98

Experience Investigators by 360Connext

JANUARY 12, 2015

It’s well documented how 20% of your customers (the loyalists) bring in 80% of your revenue. In any accounts or sales meeting, discuss the 20% as the real people they are. Most likely, it’s because you wanted your friends to know about something great. ” Continue to earn it.

Loyalty 291

Loyalty Hotels Hospitality Loyalty Programs 291

Customer Bliss

AUGUST 31, 2016

Customer support software can not only create a centralized location for you that integrates directly with the software but also enables a customer to view documentation (knowledge base articles, wiki, etc.) and check on the status of a ticket in real-time. Make sure your customer experience is mobile friendly.

Omnichannel 268

Omnichannel B2B Customer Engagement Engagement 268

Experience Investigators by 360Connext

APRIL 15, 2015

You know, our relationship with Sharon (Sales Manager/Account Manager/All-Around-Dynamo) was awesome. It’s imperative that you invest the time and resources to document and train your new staff to deliver the customer experience as you would. I miss them! We were pals.”. It’s hard to continue without her.”. “I

Social Media 277

Social Media Consulting Banking Blog 277

Experience Investigators by 360Connext

OCTOBER 15, 2019

In your own organization, I can take a guess at where your sales team is asked to focus their learning. Of course, there are a lot of responsibilities in the role of a sales person. It’s full of both relationship management and documentation in ways few roles are. When sales don’t set the right expectations. It happens.

Sales 110

Sales Customer Experience Customer Journey Document 110

GetFeedback

OCTOBER 14, 2019

Similarly, instead of just focusing on the customer’s interactions with support, CX covers how they interact with marketing, sales, and any other customer-facing aspects of your company. Outdated documentation. Unfortunately, though, the challenges associated with searching for or through documentation actually account for 21.3%

Customer Experience 220

Customer Experience 2008 Document Metrics 220

Experience Investigators by 360Connext

FEBRUARY 26, 2015

A lot happened between then and now, and the documentation doesn’t do much to help tell a story or improve the actual experience. If Susie in accounts has one idea about what it means and Johnny in sales has another, the organization will deliver inconsistent experiences at best.

Customer Centricity 250

Customer Centricity Customer Journey Mapping Social Media Consulting 250

Experience Investigators by 360Connext

AUGUST 23, 2018

Don’t be afraid to get real when documenting customer emotions. Help everyone have empathy for the customer by documenting those emotions on your journey map. What if the customer doesn’t receive the sale price as promised? We show customers empathy when we really appreciate what they are experiencing.

Touchpoint 151

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 151

Experience Investigators by 360Connext

SEPTEMBER 18, 2014

Multi-channel customer support fails are well-documented. Treating social media channels as nothing more than sales promotions will fail every time. Help the customer feel welcome and knowledgeable, instead of feeling like he or she is sneaking around, trying to gain knowledge on the sly. 5 Keys to Multi-channel Customer Support.

Multi-Channel 268

Multi-Channel Social Media Call Center Retail 268

InMoment XI

JUNE 13, 2024

In today’s data-driven world, businesses generate and accumulate vast amounts of text data from various sources, including customer feedback , social media, emails, and internal documents. This can include customer feedback, social media posts, emails, online reviews, internal documents, and more.

Social Media 195

Social Media Document Contact Center Insights 195

InMoment XI

OCTOBER 7, 2024

Google Post Publishing Drive sales with easy publishing from Local Listings Promote your business updates, sales, and events directly on Google through streamlined post publishing. Conversational Insights on Particular Areas of a Document: Speaker-specific insights for targeted agent training and customer understanding 4.

Events 243

Events Competitive Advantage Innovation 2024 243

Integrity Solutions

MARCH 19, 2024

As a sales leader have you looked at your forecast and asked questions like these: “Do we have enough opportunities in our forecast to confidently make our goal this quarter/year?” ” Sales forecasting accuracy is one of the most important processes for running a successful sales organization.

Sales 106

Sales Roadmap Culture Management 106

Experience Investigators by 360Connext

FEBRUARY 18, 2025

You may see many people say the implementation is too complicated, so you can create new onboarding guides, how-to documents, and instructional videos to guide customers through the process. If customers often cancel within two weeks of subscribing to your business software, review their onboarding feedback and cancellation surveys.

Customer Experience 143

Customer Experience Competitive Advantage Metrics Customer Journey 143

InMoment XI

MAY 30, 2024

Forrester states, “The XI platform’s strengths include knowledge-based/symbolic AI; genAI-based processes, including pre-processing and post-processing of data; document-level text mining; DevOps and text analytics embedded in other business applications; natural language understanding; and support for all relevant use cases.”

Social Media 195

Social Media 2024 Document Insights 195

GetFeedback

JANUARY 19, 2020

Text from sales team interactions. . One caveat: don’t take this as a model for the only or the right way to document a journey map. Document the customer’s emotional reaction. Onboarding–Are documentation, training and other resources sufficient? Other sources could include, says Bill Price of Driva Solutions: .

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Experience Investigators by 360Connext

APRIL 27, 2021

As you address these items, even if it’s with a quick email to another leader, document what you’re finding and what you’re fixing. Maybe there is great brand marketing before the sale but lackluster customer communications following the purchase. Make that one item a priority and fix it, then find another. Did service calls decrease?

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

Experience Investigators by 360Connext

JULY 7, 2020

If you see a poster on a wall, an outline in a company handbook, or any other sort of static document that gets created and then spends its time collecting dust… then you might think journey maps are a waste of time. . But journey maps done right aren’t static documents intended to be created and then ignored.

Customer Journey Mapping 208

Customer Journey Mapping Customer Journey Document Workshop 208

BirdEye

DECEMBER 30, 2024

We launched bots to help with the appraisal process and document setup. Erica Goodwin, Senior Vice President – Marketing, First Heritage Mortgage Streamlined application and mortgage lending process Mortgage agents often face resistance from clients during application processing, document collection, and other administrative tasks.

Multi-Channel 52

Multi-Channel Document Social Media Financial 52

GetFeedback

MAY 13, 2019

Companies need to capture feedback at every opportunity—everything from a sigh during a training session, to a question during a sales demo or a ticket to your support team, should be noted. Teams such as Sales, Support, Success, Implementation, and Marketing all need to be able to submit this data into a common process.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

CSM Magazine

NOVEMBER 7, 2024

However, cross-department training fills these gaps by connecting support staff with vital knowledge from sales, product, and marketing teams that are better equipped with that requisite knowledge. They grasp pricing structure logic from working alongside sales teams. The effects ripple beyond customer interactions.

Customer Service 52

Customer Service Sales Connections Communication 52

ShepHyken

NOVEMBER 20, 2020

By coaching to handle every situation amazingly well, you can improve reputation and get more sales/. The vision document is critical to set the direction for your team, so you need to make it clear. Also, make it available at all times through your company’s document sharing service. Only by delivering amazing customer service.

Customer Service 148

Customer Service Net Promoter Score Workshop Document 148

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? Marketing and sales are the primary focus. They track sales, revenue, EBITDA, and profits, among other health measurements. So I asked, “What does that mean?” Short answer: It’s a marathon and not a sprint.

Customer Centricity 271

Customer Centricity Customer Journey Mapping Connections Feedback 271

TechSee

JANUARY 29, 2019

In recent years, a wide range of AI technologies have been successfully integrated into the CRM domain, from sales and marketing to customer support and retention. Computer vision is relevant across the entire customer journey, including sales and commerce, marketing and customer service. No – computer vision.

E Commerce 164

E Commerce E-support Sales Fashion 164

GetFeedback

JANUARY 12, 2020

Reviewing a journey map revealed that promises made by sales reps early in the process (based on incomplete info) set up the services project for failure. The fix: get services professional involved earlier, during the sales touchpoint. . There are lots of ways to document a journey map. Collecting data to support journey maps.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Personas are often used in marketing and sales efforts, and those names apply to those types of personas. It’s helpful to have a photo or an image that represents your customer in the persona documentation. A customer persona helps humanize the customer to the point you might refer to them by a fictional name.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

GetFeedback

JUNE 22, 2019

Your survey should speak to your customer just like a support rep or sales rep, not a robot. She’s a blogging sensei—you’ll often find her writing case studies, help documentation, and articles about customer support for Supported Content. It should feel like a natural part of their experience with your brand. About the guest author.

NPS 304

NPS Net Promoter Score Feedback Brands 304

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. Examples are advice on color matching, feature comparisons or style recommendations.

Contact Center 141

Contact Center Financial Document 2025 141

CSM Magazine

DECEMBER 3, 2024

Zendesk Sell: Align Support with Sales Customer support and sales often work in silos, but Zendesk Sell breaks those barriers. It integrates sales data directly into Zendesk, giving agents a 360-degree view of customer interactions. It allows them to create or update help articles directly from tickets.

2025 52

2025 Customer Experience Exceptional Customer Service Omnichannel 52

InMoment XI

SEPTEMBER 3, 2024

Whether it’s improving customer support, enhancing sales strategies, or driving product innovation, conversational analytics offers a wide range of applications and use cases that can significantly impact business outcomes.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

ShepHyken

NOVEMBER 2, 2023

She writes about how you can align customer service and sales in your organization. But what if we told you that, in fact, customer service and sales are much more interlinked than you may think? Keep reading our brief guide packed with excellent tips on aligning customer service and sales for top-notch results across the board.

Sales 61

Sales Customer Service Document Customer Satisfaction 61

Totango

AUGUST 14, 2020

Collect & document feedback . Which then got our account teams, sales team, product teams, and support teams all excited and asking how to leverage Totango. SC: First and foremost, I think one of the best ways to describe it is we really don’t view sales and post-sales. As part of that we: .

Customer Success 158

Customer Success Sales Feedback Customers 158

GetFeedback

AUGUST 29, 2018

This document could include: Pre-approved responses to questions/messages of any kind (just be sure these don’t sound cookie-cutter; make them human). PR, HR, sales, etc.). This is where a protocol sheet comes in handy. A list of the most common issues and steps on how to proceed.

Net Promoter Score 223

Net Promoter Score NPS Feedback Social Media 223