TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Follow on LinkedIn John R.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CCNG

MAY 10, 2023

In the latest “National Customer Rage Survey” conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. No consultants. Bad customer service is our new normal? Nope, not on my watch. So, there it is.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

ShepHyken

MARCH 12, 2021

He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. Increasing online prospects, lead generation and sales. Aligning marketing and sales.

B2B 362

B2B Journey mapping B2C Telecommunications 362

CCNG

NOVEMBER 9, 2021

There are many incredible case studies of AI positively transforming the contact center. So for those looking to embrace AI, you don’t need to go buy servers, but you should consult some experts in the space, and take some time to tailor your strategy and integration before setting it live in the wild.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

JustCall

DECEMBER 7, 2022

Well, by developing a sales strategy that’s dynamic. A robust sales strategy is a guiding light for acquiring new customers who can contribute to the revenue pipeline. All businesses must develop a sales strategy regardless of their size, nature, or industry. It will help you find better ways of closing sales deals.

Sales 52

Sales Inbound sales Self service Outbound sales 52

Connecting the Dots

JUNE 30, 2021

CCMC recently completed an independent, scientific, large-scale longitudinal study measuring the market impact of employing fifteen unique strategies to delight customers. Read more about the study here. Work with Sales and Marketing to assure that the offering is truly a good value. Find a survey guide here.

Airlines 62

Airlines Scripts Surveys Consulting 62

Customer Guru

APRIL 10, 2018

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. A book that would convey my belief ‘SALES HEAPS BUT SERVICE REAPS’ … but in a fun way.

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

Beyond Philosophy

MARCH 19, 2020

Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). You All Want Growth.

Consulting 480

Consulting Consulting Marketing Customer Experience 480

TechSee

AUGUST 7, 2018

Yet, all this progress has created a new set of sales challenges. Understanding and addressing these e-commerce obstacles is the key towards improving sales processes, driving a better customer journey, delivering more consumer conversions, and ultimately garnering a greater level of success for your business. Technical barriers.

Sales 95

Sales Automotive B2B Entertainment 95

Beyond Philosophy

OCTOBER 4, 2019

Case Study: RICOH Printers (Canada). In our global Customer Experience consultancy, we have the honor of working with fantastic organizations that are committed to doing the difficult work of improving their Customer Experience from the inside out. Furthermore, in a declining market, they enjoyed a ten percent increase in sales.

Consulting 54

Consulting Consulting Customer retention Customer Experience 54

Beyond Philosophy

AUGUST 22, 2020

For example, if your sales team emphasizes miles per gallon fuel efficiency for a car, then the customer might also. A study in the 1970s showed that student participants who justified why they chose a poster for their dorm room didn’t keep it hanging as long as those students who chose the one they liked best without justification.

Consulting 338

Consulting Consulting Customer Experience Sales 338

Beyond Philosophy

APRIL 2, 2021

This underexploited area is why I was so keen to get Simon Faure-Field , CEO of Equal Strategy , an experience design consultancy, on a recent podcast. A study from the Journal of Marketing in 1982 explains the relationship between background music and customer behavior. It is also about getting attention.

Consulting 294

Consulting Consulting Customer Experience Call Center 294

aircall

OCTOBER 13, 2022

Certain micro inefficiencies that add up—like admin between sales prospects and customer interactions—can go undetected or unchallenged year after year. According to a recent commissioned Forrester Consulting study, The Total Economic Impact™ of Aircall, a composite Aircall customer recovered $31.7K But don’t fret. That’s a lot!

Management 118

Management Sales Consulting Consulting 118

Beyond Philosophy

SEPTEMBER 15, 2015

In their 15th annual Net Promoter Benchmark Study, he gave a great presentation of some really interesting stats on NPS. According to Rocks, the following brands do simple to success: Boost Mobile: They have the highest NPS in the mobile service study, performing 33 points higher than Sprint, who own Boost and provides their infrastructure.

Banking 383

Banking Telecommunications Consulting Consulting 383

ClearAction

DECEMBER 13, 2017

Customer Centric Sales & Service Policies Lynn Hunsaker. For example, think of Zappos and LL Bean: for their customer-centric sales and service policies, they’ve earned widespread admiration among customers, as well as among executives across a variety of industries who’ve sought to learn from them.

Customer centricity 54

Customer centricity Sales Entertainment Government 54

Beyond Philosophy

FEBRUARY 22, 2016

At least, that’s the finding of a new study. The study divided participants into two groups, one with internet access and one without, and then asked them a series of 100 questions, like “What is the capital of France?” It was on sale, so I ordered it on the spot. The internet puts a world of knowledge at our fingertips.

Consulting 260

Consulting Consulting Sales Customer Experience 260

aircall

FEBRUARY 13, 2017

Sales calls are a necessity for every business. Yet, over the past 20 years the sales process has evolved a great deal and sales people were forced to adapt. Every type of organization has suffered the impact from SMBs to large companies or sales consultants. How sales has changed in the past years.

Sales 83

Sales Customer centricity Coaching CRM 83

DMG Consulting

FEBRUARY 19, 2024

Many recent employee job satisfaction studies reflect a growing level of unhappiness among the U.S. The Conference Board’s 2023 job satisfaction study of U.S. The difference between results is due to the research’s details and orientation (or “bias,” as it’s almost impossible to eliminate it from these types of studies).

Contact Center 48

Contact Center Consulting Consulting Analytics 48

CSM Magazine

APRIL 4, 2024

Central to the success of any affiliate marketing initiative are the best affiliate programs, which provide a platform for brands to collaborate with affiliates and harness their marketing prowess to drive sales and brand awareness. Effective communication is another cornerstone of the best affiliate programs.

Marketing 52

Marketing Education Consulting Consulting 52

Beyond Philosophy

MARCH 10, 2020

The commission on the sale was considerable. . In our business growth consultancy, we worked with a health insurer’s call center and listened in on some calls. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Consulting 448

Consulting Consulting Call Center Personalization 448

Beyond Philosophy

JANUARY 19, 2023

For example, some consultants say that during a sales call, when the prospect switches from talking about what you do to what they do, it indicates that they are making a mental switch to the purchasing process. We had a sales training about getting through Death Valley in my corporate days. For some, it was. Click here.

Consulting 195

Consulting Consulting Finance Sales 195

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.” Parenthetically, his study found that 10% spend too much on retention; another 10%, Profit Maximizers, seem to get the mix right.

Consulting 186

Consulting Consulting Customer advocacy Sales 186

aircall

NOVEMBER 9, 2022

But just because you’ve switched your sales and support teams to using business VoIP phones , doesn’t mean those cost savings come automatically. To gain deeper insight into the potential cost savings of switching to Aircall, we commissioned Forrester Consulting to conduct a Total Economic Impact™ study.

voip 62

voip Consulting Consulting Sales 62

Beyond Philosophy

DECEMBER 22, 2015

As they are gathering information to help in day-to-day brand decision-making, consumers want, crave, desire, seek, and value content from marketers – as long as it is reasonably altruistic, informative and objective, and minimizes the ‘look of sponsorship’ and the three most readily identifiable sales ‘P’s’: push, pitch, and puff.

Marketing 231

Marketing Engineering Consulting Consulting 231

Beyond Philosophy

JANUARY 2, 2019

As a global Customer Experience consultant since 1998, before Customer Experience was a glint in its father’s eye, here’s what I say you need to do. Also, consider hiring outside consultants to talk to them about Customer Experience. Hire consultants to run a workshop. But we can change it. Those are the problems.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

ClearAction

JULY 20, 2023

On the consultant side, fast-paced change in tech makes fascinating studies to sell. Overwhelm, frustration, or expansion among tech buyers creates consulting gigs. Buyers prefer to have minimal interactions with sales teams. You’ll know how in just 3 hours, in self-paced or live e-consulting.

Technology 62

Technology Consulting Consulting B2B 62

Beyond Philosophy

JUNE 28, 2019

Researchers conducted a study on this concept at the University of Texas. It was an excellent school for this study. Self-perception reveals itself in some sales situations. In the late 1970s, a study looked at how easy it was to redeem a coupon as revealing customer preferences. Then, I think, “Hey!

Sales 262

Sales Customer Experience Personalization Consulting 262

Connecting the Dots

NOVEMBER 6, 2017

The study – the eighth Customer Rage Survey since the White House first conducted it in 1976 – found that businesses have put $313 billion in future sales at risk due to ineffective customer-service programs that leave a majority of consumers unsatisfied.

Surveys 48

Surveys Sales Consulting Consulting 48

Connecting the Dots

NOVEMBER 6, 2017

The study – the eighth Customer Rage Survey since the White House first conducted it in 1976 – found that businesses have put $313 billion in future sales at risk due to ineffective customer-service programs that leave a majority of consumers unsatisfied.

Surveys 48

Surveys Sales Consulting Consulting 48

Beyond Philosophy

DECEMBER 12, 2016

billion in sales, representing 12% growth for Cyber Monday sales in 2015. The principles of behavioral economics, which is the study of how psychology affects human behavior concerning buying decisions, provide this knowledge. Chances are if you are shopping for the holidays, you are buying at least in part online.

Consulting 392

Consulting Consulting Sales Customer Experience 392

Beyond Philosophy

FEBRUARY 17, 2016

Studies have shown that people sound out syllables when they read a price tag. But that seems to contradict those other studies that say a precise price appears to offer a better value. But that seems to contradict those other studies that say a precise price appears to offer a better value.

Consulting 275

Consulting Consulting Customer Experience Personalization 275

Taylor Reach Group

MAY 14, 2020

If you had a way to increase sales by 20%, be 21% more profitable and increase your customer satisfaction scores by 10%, would you do it? In their studies of employee engagement since 2000, Gallup found the highest level of employee engagement in 2018: a paltry 34%. Just CLICK HERE to schedule a free consultation.

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

aircall

NOVEMBER 22, 2022

With this in mind, we commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study to examine the ROI that enterprises experienced by implementing Aircall. the study found that the composite organizations experienced a 373% ROI and $31.7K This is especially noteworthy for ops professionals, as ??the

Consulting 62

Consulting Consulting Management Metrics 62

Beyond Philosophy

SEPTEMBER 11, 2019

For example, a wine shop that played French music in the background reported that their sales of French wine went up by a ratio of 5 to 1. When I was studying other brands and models, that was my rational system at work. Because of this, you can influence customer behavior using a theory known as choice architecture.

Customer Experience 371

Customer Experience Consulting Consulting Sales 371

Fonolo

OCTOBER 22, 2020

In a report by Morning Consult , only 20% explicitly expressed worry regarding finances during this period, and 67% say they plan to reduce their general spending for their holiday shopping. Following suit, Salesforce predicts that “up to 30% of global retail sales will be made through digital channels this upcoming holiday season.”

Consulting 133

Consulting Consulting Finance Surveys 133

Beyond Philosophy

MAY 15, 2017

We have to look beyond the marketing and sales automation processes that we have been focusing on in the past years and connect with our customers. When it comes to digital marketing, empathy will lead to sales. Study and change – Like any other times, research and development play a significant role in prosperity.

Omni-channel support 334

Omni-channel support Marketing Sales Technology 334

Beyond Philosophy

NOVEMBER 10, 2014

Here are some of the most comprehensive facts and figures that I’ve come across: A recent study of the Value of Customer Experience amongst two $1 billion+ businesses published in Harvard Business Review (HBR) managed to quantify the effects of good customer experience. I have a whole post that looks into this relationship in more detail.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411