Apptivo

JUNE 28, 2021

Businesses must stay current with the newest customer self-service strategy, which is developing at a rapid pace. These conditions have, as a Study reveals, resulted in around 91% of the customers and respondents prefer using self-service options to cater to their needs.

CRM 59

CRM B2B Customer Experience Software 59

Customer Think

JULY 11, 2023

When it comes to customer service, self-service support is a must. It’s the best way to ensure that customers can quickly and easily find answers to their questions without having to wait for help from agents or representatives.

40

40

Strategic Communications

AUGUST 30, 2022

A business contact of mine asked me recently about my thoughts on the value of blogs for generating revenue and the opportunity that may exist for writers to generate content for blogs. Personally, I think the whole field of blogging is still a work-in-progress for many. Blogging Best Practices.

e-Learning 52

e-Learning Advertising Digitalization Publishing 52

Strategic Account Management Association

AUGUST 24, 2021

This blog post is based on a keynote presentation from the 2021 SAMA Annual Conference. Panelists’ remarks have been paraphrased for this blog post. . Customer-centric Program Design : Dynamic times mean agility in program design for optimal customer experience. Offer broader interactions with customers.

Stakeholders 520

Stakeholders Supply Chain Digitalization Shareholders 520

Customer Think

AUGUST 23, 2021

I love reaching out to customer support when I have a problem, which is not a common sentiment, as far as I know. Let me explain myself. First of all, I enjoy the fact that I can connect with almost any company in the world and ask for help. Second, I love the feeling of […].

73

73

Strategic Account Management Association

AUGUST 6, 2021

Aramex services include international and domestic express delivery, freight forwarding, integrated logistics and supply chain management, and e-commerce solutions. The company has grown into a global brand and a market-leading express delivery and logistics services provider to the Middle East and other emerging economies.

Supply Chain 520

Supply Chain Logistics Co-Creation e-Learning 520

Customer Think

AUGUST 12, 2021

Happy customers are good customers. They return to buy more, they write nice reviews, and they recommend you to their friends. If you’re one of the lucky online stores that have experienced a surge in sales over the last year, you probably have more of them than you’ve ever had before, which is great. But […].

Sales 73

Sales 73

Strategic Account Management Association

FEBRUARY 2, 2021

Just when customer account teams and salespeople were beginning to grow accustomed to virtual-only sales and account management, a return to (some) face-to-face interactions is on the horizon. Customer-facing teams need to continue to up their virtual game, even as they learn how to optimize a balance of virtual and in-person engagement.

Virtual Selling 520

Virtual Selling Suppliers Account Management e-Learning 520

Zendesk

AUGUST 9, 2023

To meet this growing need to nurture and support employees, businesses have been turning to services such as VirginPulse , a company that has seen incredible rates of growth every year: upwards of 15–20 percent. He directed his team to refresh the articles and revamp the site navigation, and now self-service articles number around 2,000. “We

Artificial Intelligence 97

Artificial Intelligence Customer Experience Organization Meetings 97

SBI

MARCH 6, 2019

Strikedeck Announces the Industry’s First Self-Service Customer Success Platform. New Edition of the Award-Winning Strikedeck Customer Success Solution Delivers Best-in-Class Practices and Management with Rapid Time-to-Value. Strikedeck Blitz is the only 100% self-service Customer Success solution available today.

Customer Success 25

Customer Success e-Learning Account Planning Customer Experience 25

Mike Kunkle

MAY 30, 2023

Stop the negative self-talk. Remain somewhat pessimistic during the planning, if it helps maintain realism and avoid rose-colored glasses or what I call “Hope Goggles” (see this post from Effectiviology on a pessimism bias and when it can be helpful), but get out of self-pity mode quickly, to decide your course of action. Let’s dig in.

Decision-making 295

Decision-making Sales Training Sales Stakeholders 295

Zendesk

APRIL 28, 2021

To offer superior support, customer service teams need their systems, tools, processes—and most of all—people to work in harmony. But in lieu of personalized service, self-service support is your stand-in, and it needs to be just as good as your agents. When customers prefer self customer service.

Customer Experience 98

Customer Experience Communication 98

SBI Growth

AUGUST 26, 2012

When I ask about inbound marketing and what they are doing about content marketing, things like publishing a blog , their eyes glaze over. In other words, content marketing is communicating with your customers and prospects without selling. Let’s take a closer look at blogs and why they are so effective in producing leads.

Advertising 122

Advertising Media B2B Decision-making 122

Zendesk

MAY 17, 2023

For CX leaders, the current moment can feel a bit like whiplash: on the one hand, rising customer expectations and tighter budgets pose significant challenges to their businesses, yet rapid developments in artificial intelligence promise to radically elevate customer experiences.

Customer Experience 52

Customer Experience Artificial Intelligence 52

Zendesk

MAY 31, 2023

In Conversation with Zendesk’s debut episode , host Nicole Saunders spoke with Jared Loman , vice president of customer experience at Kajabi , and Zendesk’s Caitlin Keohane , senior vice president, global customer advocacy, about how AI will help businesses control costs in an era of tightening budgets.

Management 52

Management Customer Experience Communication 52

Showpad

NOVEMBER 16, 2021

In this interview, Matt shares his perspective on how to get a business to digital faster using methods and tools that reduce print and increase customer insights in a non-traditional sales environment. . We use a lot of agents and dealers, so there is almost always a two-step distribution to the customer.

Digital Transformation 98

Digital Transformation Digitalization Marketing Sales Environment 98

Customer Think

NOVEMBER 3, 2023

Customer journeys are evolving fast, and technology is at the forefront of this transformation, especially in the past couple of years, thanks to AI. This post explores how businesses can embrace omnichannel experiences, self-service solutions, and data-driven personalisation to create amazingly seamless and unforgettable customer journeys.

Customer Experience 78

Customer Experience 78

Customer Think

DECEMBER 8, 2022

Not All Customers Want to Help Themselves Self-service is an increasingly sought-after offering, as digital-native consumers now expect to troubleshoot issues on their own before reaching out to a representative.

Digitalization 119

Digitalization Customer Experience 119

Red Star Kim

MAY 2, 2023

Following my past research (some of which was published in my 2020 book Essential soft skills for lawyers (kimtasso.com) ) I keep an eye out for the latest information relating to the soft skills (particularly leadership skills) most in demand and how these relate to the professional services sector. And why are they so important?

Emotional Intelligence 130

Emotional Intelligence Leadership Decision-making Publishing 130

Customer Think

APRIL 29, 2021

Artificial Intelligence and automation are being increasingly adopted in contact centers to deliver self-service options for consumers and to assist human agents.

Artificial Intelligence 120

Artificial Intelligence Digitalization 120

Customer Think

SEPTEMBER 13, 2021

Granted, customer engagement has gone through massive changes in recent years. The digital age has propelled brands’ omnichannel presence across phone, chat, self-service, SMS, and so on. But still, one thing remains, customers prefer the phone above all other channels. If we’re in the […].

Digitalization 138

Digitalization 138

Customer Think

NOVEMBER 3, 2023

Macroeconomic pressures are forcing organizations to improve operational efficiency and, at the same time, boost customer loyalty and retention.

Organization 92

Organization 92

Zendesk

JULY 26, 2023

Known for its stellar customer service and arresting location in the United Kingdom’s capital, Liberty London might at first glance seem to be immune to change—but when the Covid epidemic struck, the business shifted to a “phygital” model. The [customer] recollection will be that the business did what it said it would do.

Retail 52

Retail Digitalization Communication 52

Apptivo

JANUARY 23, 2023

Allow customers and agents to give feedback 5. Summary “Can you please hold… while I check up on that information?” – Dreaded words to hear as a customer when contacting support. Consumer behaviorists have looked at this problem and have defined it as, “You are the Expert” expectation that customers have when approaching support.

Management 102

Management Decision-making Organization Innovation 102

Brooks Group

MARCH 28, 2024

Their main concern: “How will we put your product or service into place?” Their main concern: “How much more work will your product or service require?” Low Self-Image Their self-image makes them feel inferior to key decision makers and they aren’t comfortable “rubbing elbows” with people at the top of the organizational chart.

Decision-making 70

Decision-making Logistics Supply Chain Suppliers 70

Red Star Kim

NOVEMBER 2, 2023

As an fan of Challenger sales (and the variant Insight Selling Insight selling – building on consultative selling models (kimtasso.com) I was delighted to see that one of the originators – Matthew Dixon – turned his focus to selling in professional services. Rainmaking best practice in professional services firms (Selling behaviours).

Client Relationships 130

Client Relationships CRM Financial Services Decision-making 130

Red Star Kim

FEBRUARY 8, 2024

Here is a summary of the sales targeting toolbox for professional services firms. Sector marketing – We know that sector marketing and developing niches is a successful strategy in professional services. This can then form the basis of targeting exercises based on those clients in the most desirable segments.

Value Proposition 130

Value Proposition Key Account Management Digitalization Sales 130

Jeffrey Gitomer

MAY 27, 2011

Encouragement is THE key to high self-esteem, high self-image, high attitude, higher productivity, and highest achievement. Get Sales Blog Updates. Customer Loyalty. Customer Satisfaction is Worthless, Customer Loyalty is Priceless. The lost secret of leadership is found in one word: Encouragement.

Leadership 126

Leadership Sales Media Sales Training 126

Brooks Group

AUGUST 8, 2023

Encourage Self-Awareness Emphasize the importance of self-awareness among your sales team members. Encourage them to reflect on their DISC profiles and understand how their natural tendencies influence their interactions with customers and colleagues.

Sales Management 72

Sales Management Management Sales Sales Training 72

Groove HQ

OCTOBER 23, 2019

Warning: This is not a customer-service tool round-up packed with links and (self-serving) reviews. Most customer service tools have similar features; knowing the channels your customers and support agents rely on is essential. Because that’s not what you need.

Software 60

Software Software 60

Strategic Communications

NOVEMBER 24, 2022

In fact, used appropriately and efficiently, PR can be a great way for businesses of all sizes and types to gain exposure for their companies, their products and services, and their thought leaders. There are four ways that we are influenced as consumers when buying a product or service. The Everything Guide to Customer Engagement.

Marketing 52

Marketing Publishing Digitalization Advertising 52

Jeffrey Gitomer

APRIL 13, 2011

Discuss your concerns with others WHO CAN HELP – avoid those who are grumbling or wallowing in self-pity. Get Sales Blog Updates. Customer Loyalty. Customer Satisfaction is Worthless, Customer Loyalty is Priceless. Share this Post. xmlns:dc="[link] xmlns:trackback="[link]. -->. Speak Your Mind Cancel reply.

Leadership 129

Leadership Media Sales Sales Management 129

Customer Think

MARCH 3, 2023

Online shopping has isolated customers during the shopping experience, leaving self-serve content to fill the communication gap. B2B service provider Visual Objects reports that even when visiting a brick-and-mortar storefront, 76% of visitors search for related online content […]

B2B 62

B2B Communication Digitalization Marketing 62

Apptivo

FEBRUARY 16, 2023

Industries are implementing automation in various forms, ranging from the mechanization of business operations to the digitalization of commercial activity to the dream of self-driving cars. These emails provide a unique engagement to provide better customer experience and data shows that these communications have a better response rate.

Marketing 94

Marketing Artificial Intelligence Manufacturing Digitalization 94

Apptivo

MAY 14, 2021

In this Apptivo blog, you’ll be getting to know how to plan a proper post-pandemic channel strategy with the best CRM system & CRM tools in a cloud business management software suite. With Apptivo CRM apps, you get a centralized customer relationship management system that allows for better collaboration between your employees.

CRM 71

CRM Digital Transformation Digitalization eCommerce 71

Red Star Kim

APRIL 12, 2023

Culture shock and the never-ending “to do” list Some of the delegates described the “culture shock” they experienced as they entered a M&BD role in the professional services sector. This is a common theme when M&BD people move from another sector into professional services.

Media 130

Media Marketing B2C Stakeholders 130

Zendesk

MARCH 15, 2021

Project N95 stepped in to facilitate smaller purchases of PPE, everything from N95 face masks to gloves to hand sanitizers, buying in bulk from trusted suppliers, then working with partners to package orders and send them to customers across the U.S. And then you had to go into our database to see the customer information.

Supply Chain 98

Supply Chain Healthcare Suppliers Procurement 98