Mindtouch

FEBRUARY 16, 2017

Companies placed their hopes of success in the hands of sales reports, not in customer satisfaction. People emerges as both customer experience and employee engagement. Adjacency became a driver of sales. Notice it’s referred to as the producer-oriented model, not the customer-oriented model. That’s all changing.

Real estate 48

Real estate Big data Upselling Self service 48

Fonolo

MARCH 4, 2020

There, he served as a regional sales manager before progressing to become Head of Outbound Contact Centres, a role he served in for five years before moving onto multiple leadership roles in that company. This white paper explores key areas that are sure to shake up the industry. Making your contact center omnichannel ready.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Beyond Philosophy

OCTOBER 11, 2019

They increased their Net Promoter Score® (NPS) by 34 points over 30 months and enjoyed a ten percent increase in sales. It all started because printer sales were declining as an industry about 12 or 13 years ago. Part of the reason that Laverty had such success with his program is RICOH Canada already had a sales mindset.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

Beyond Philosophy

NOVEMBER 28, 2016

Through targeted research, and resultant training, communication, process, and reward and recognition programs, what we define as ambassadorship formalizes the direction in which employee engagement has been trending toward for years. Further, there is no specific connection to the emotional drivers of employee experience.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. But, there is little that is really new or trailblazing in this idea.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Comm100

JANUARY 14, 2020

According to McKinsey, companies that invest in their customer experience also see an improvement in employee engagement by 20% on average. Being able to segment your customers your way—by geography, historical sales, industry, and more—will further help you offer a more specialized and effective customer service program.

Average Handle Time 40

Average Handle Time Multichannel Chatbots CRM 40

Comm100

JANUARY 14, 2020

According to McKinsey, companies that invest in their customer experience also see an improvement in employee engagement. Being able to segment your customers your way—by geography, historical sales, industry, and more—will further help you offer a more specialized and effective customer service program. by 20% on average.

Average Handle Time 52

Average Handle Time Multichannel CRM Analytics 52