ShepHyken

NOVEMBER 2, 2023

This week, we feature an article by Jessica Collier, VP of Growth Marketing at Assembly Software. She writes about how you can align customer service and sales in your organization. Therefore, it only makes sense to ensure that your sales operations are as harmonized with your customer service as possible.

Sales 144

Sales Customer Service CRM Marketing 144

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: For those in the customer support world, this article is for you. As you read this article, keep that in mind.

Customer Service 162

Customer Service Average Handle Time Contact Center Metrics 162

ShepHyken

SEPTEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This comprehensive article covers the advantages of the survey and how to calculate the score correctly. How do they do it?

Customer Service 174

Customer Service Morale Surveys Consulting 174

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: About a month ago I included an article about Sweetwater as part of the Top Five Roundup. This company is on my radar.

Customer Service 273

Customer Service Entertainment Banking Marketing 273

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? This signifies that fostering an exceptional partnership between CS and sales teams — vital for long-term revenue growth, begins with understanding which customers can derive the highest value from your products and services over time. to really understand the customers that renew.

Sales 106

Sales Outbound sales Revenue potential Accountability 106

ShepHyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. A Nation on Hold Wants to Speak With a Manager by Sarah Lyall. My Comment: This article hits two areas.

Customer Service 188

Customer Service Upselling Sales Customer retention 188

ShepHyken

OCTOBER 23, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This short article has several tips on how to get reviews, why you want reviews, and more. Here are my top five picks from last week.

Customer Service 158

Customer Service Construction Contact Center Scripts 158

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. In this article, there are four of them, and two of them are worth paying close attention to. Here are my top five picks from last week.

Customer Service 162

Customer Service Customer Experience Sales Management 162

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: I love a great list, and there will be a few of them on this weekly roundup of excellent customer service and CX articles.

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. And more importantly, how can you ensure that it’s not costing you sales? If Not, It Could Be Costing You Sales appeared first on Shep Hyken.

Sales 308

Sales CRM Contact Center Customer retention 308

ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter.

Customer Service 162

Customer Service Airlines Metrics Journey mapping 162

ShepHyken

JUNE 13, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. It was originally established in London as a way to expand newspaper sales. This article has the answer. Sign Me Up! Not anymore!

Customer Service 168

Customer Service Government Customer Experience Sales 168

ShepHyken

FEBRUARY 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Enjoy this article that focuses on creating positive memories for your customers. Manage and measure the progress. Make a plan.

Customer Service 350

Customer Service Customer centricity Construction Customer Experience 350

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The idea is that putting the customer before the sale is a good strategy. This article reminds of this strategy. by Mary Drumond.

Customer Service 295

Customer Service Chatbots Contact Center Metrics 295

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: About a month ago I included an article about Sweetwater as part of the Top Five Roundup. This company is on my radar.

Customer Service 156

Customer Service Entertainment Banking Marketing 156

ShepHyken

DECEMBER 5, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit.

Customer Service 308

Customer Service Customer retention Personalization Customer Experience 308

ShepHyken

NOVEMBER 28, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This article is essential reading for anyone in leadership and management. Here are my top five picks from last week.

Customer Service 279

Customer Service Sales Customer Experience Personalization 279

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 89

Sales Enterprise Best practices Metrics 89

ShepHyken

JULY 6, 2018

This week we feature an article by Natasha Postolovski who shares the idea of using sales contests to help motivate a higher level of customer experience at your organization. – Shep Hyken. The aim to provide perfect customer experiences must be present not just at the organizational level, but at the level of every sales associate.

Sales 179

Sales Customer Experience Upselling Management 179

ChurnZero

MARCH 20, 2023

said account management; 17.7% said sales; 8.9% Account management teams claimed the difference. Even so, most SaaS companies clearly rely on their Customer Success managers as revenue drivers. Larger companies tend to have these functions owned by sales, account management, or a dedicated renewals team.”

Accountability 52

Accountability Sales Management SaaS 52

ChurnZero

MARCH 20, 2023

said account management; 17.7% said sales; 8.9% Account management teams claimed the difference. Even so, most SaaS companies clearly rely on their Customer Success managers as revenue drivers. Larger companies tend to have these functions owned by sales, account management, or a dedicated renewals team.”

Accountability 52

Accountability Sales Management SaaS 52

NobelBiz

OCTOBER 12, 2021

The solution: intraday management, reducing the unexpected and element of surprise in order to deliver good customer service. The post VIDEO & ARTICLE: How Do You Get Out of a Sales Slump? Having your resources aligned in a seamless manner, in order to maximize efficiency for scheduling and planning your agents time.

Sales 52

Sales Management Customer Service 52

ShepHyken

SEPTEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. It’s more important than ever to manage all of these channels with a consistent CX. Here are my top five picks from last week. Take Starbucks as an example.

Journey mapping 303

Journey mapping Customer Service Contact Center Airlines 303

Beyond Philosophy

APRIL 18, 2017

But according to a recent article by global management consulting firm McKinsey&Company, (D) may actually be a better answer. Traditional sales advice says that it’s easier to keep a past customer than to get a new one, and so there’s been a proliferation of customer loyalty programs over the past few years.

Sales 311

Sales Consulting Consulting Customer emotions 311

ShepHyken

MARCH 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. ASBN) Building customer loyalty takes time and effort, but the reward is guaranteed sales. Here are my top five picks from last week.

Customer Service 227

Customer Service B2B Engineering Self service 227

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. Check out three highlights from the conversation, and listen to the full podcast to gain more insights and tips on how your teams can create a mutually beneficial relationship between CS and sales.

Sales 71

Sales Enterprise Accountability Metrics 71

ShepHyken

OCTOBER 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. He has a library of customer service books, and in this article shares some of the quotes and ideas he underlined. Top Five Bonus.

Customer Service 214

Customer Service Customer retention Call Center Metrics 214

ShepHyken

JUNE 25, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article shares five ways to do so. Read the article to find out! Here are my top five picks from last week. Well, it’s true.

Customer Service 213

Customer Service B2B Personalization Enterprise 213

Integrity Solutions

NOVEMBER 13, 2020

The important skills that contribute to sales success are constant, regardless of disruptive external events, but they’ll need to be sharpened and tailored to the changing healthcare environment. Healthcare sales has gone through a number of rocky transitions and disruptions over the past decade. Sales managers are key to that.

Healthcare 112

Healthcare Sales Coaching Customer centricity 112

aircall

OCTOBER 6, 2021

One of the best strategies for increasing engagement and retention is to refine your sales onboarding process. In this article, we’ll look at effective sales onboarding and how it can fundamentally improve the new hire experience for your sales professionals. Defining Effective Sales Onboarding.

Sales 117

Sales Scripts Best practices Feedback 117

ShepHyken

JANUARY 1, 2018

Each week I read a number of customer service and experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Moneyish) Companies are advertising for tech, sales and customer service jobs with quirky sounding job titles. We have a “Manager of Many Things.”

Customer Service 0

Customer Service Advertising Customer Support Marketing 0

Integrity Solutions

DECEMBER 15, 2020

Effective sales coaching yields results, and sales leaders intuitively seem to understand this. You don’t have to look far to find another article or blog post talking about the importance of coaching in the workplace. The Sales Coaching Paradox. So where’s the disconnect?

Coaching 94

Coaching Sales Surveys CRM 94

Beyond Philosophy

FEBRUARY 24, 2016

Inc.com has an excellent article by Shawn Murphy listing 10 common mistakes that you should avoid when building your culture. If your company has always been sales oriented, most of your compensation packages build on metrics centered around sales performance. I agree with them all. Consider also the Employee Experience.

Management 283

Management Metrics Customer centricity Consulting 283

Vistio

FEBRUARY 20, 2024

With the rapid advancement of artificial intelligence and its integration into various industries, one area gaining significant attention is outbound sales call training. One of the most crucial aspects of sales is effectively connecting with potential buyers, understanding their needs, and addressing their concerns.

Outbound sales 52

Outbound sales Sales Best practices Feedback 52

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: The author of this article poses this question: In what ways are elite brands going the extra mile to keep customers satisfied?

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

CSM Magazine

MARCH 13, 2024

But you know what’s even better than making a sale? Turning that sale into a loyal, lifelong customer. That’s where customer success management (CSM) comes in. In this article, we’re going to explore how you can supercharge your branding efforts by leveraging the power of customer success management.

Management 52

Management Upselling Marketing Sales 52

ShepHyken

JANUARY 21, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This is an excellent article that lays out some of the facts, and as the title implies, some things to consider. boost in sales.”

Customer Service 174

Customer Service Customer centricity Customer Experience Marketing 174