Thu.Apr 29, 2021

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How to Build a Strong Customer Service Culture

Help Scout

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. For proof, compare this 2014 customer promise from Comcast — “We are committed to providing Comcast customers with a consistently superior customer experience” — to this recording from the same year. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to

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Why the Logistics of Customer Service Are Crucial for Your Business Strategy

Customer Think

When a company tells a customer they’ll deliver product X by a certain date and fail to do so, it can cause their reputation, or brand, to suffer. Businesses rely on logistical management, or logistics, to avoid these problems and meet their customer’s expectations. Logistics is an essential part of any business strategy. It’s about […].

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How to Succeed at Getting Tough [PODCAST]

Sandler Training

Mike Montague interviews Michael Coles on How to Succeed at Getting Tough. The post How to Succeed at Getting Tough [PODCAST] appeared first on Sandler Training.

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8 Warning Signs That Your Software Project Might Fail

Customer Think

If you’ve ever tried to build any kind of custom software or been involved in a software development project, you’ve likely run into problems where projects get off-track. They don’t stick to the three principal constraints of time, cost, or quality. The top 6 Dialpad alternatives for small businesses have all experienced such hiccups during […].

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2024, The Year of the Customer

2023's struggles fueled a shift: companies are ditching wasteful strategies in favor of data and AI-powered growth. Enter 2024, the year GTC takes center stage. Discover 5 ways a customer-centric approach unlocks new revenue and delivers lasting success.

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5 Things Every Great Sales Manager Should Do to Turn Talented Salespeople into Performers

The Center for Sales Strategy

“Get the right people on your bus and get the right people in the right seat on your bus.”. Jim Collins, leadership guru and author of the best-seller Good to Great. If you have the right people on your bus, how well do they fit into the role you have them in? Even if you hired the right talent onto your bus, reports show that less than 20% of employees feel they get to use their talent and strengths each day at work which means adjustments are needed.

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Four Ways a Digital Workforce can Augment your Contact Center

Customer Think

Artificial Intelligence and automation are being increasingly adopted in contact centers to deliver self-service options for consumers and to assist human agents. Intelligent Virtual Agents (IVAs) with advanced conversational AI capabilities are now helping customers resolve routine requests during self-service interactions while providing a smooth escalation path to the live agent, who is fully prepared […].

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How Emotions Analytics Will Change the Way You Engage With Your Customers

Customer Think

Customer data gives you a clearer picture of your audience. Just knowing the basic demographics of your customers helps you identify the right channels to target and refine your messaging. While information like age and income levels are useful, they don’t exactly tell you how customers feel about your products or services. Nor do they […].

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Apptivo’s Solution To The Leaks In Your Conversion Funnels

Apptivo

Let’s imagine a bucket full of water fetched from a well, but it has some holes in it. On your way home, it is likely to get empty. But still, if you have some water left, it wouldn’t be anywhere near what you had fetched from the well. This scenario is very well relatable to your sales funnel where the bucket is the funnel itself and the water is the visitors on your website.

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10 Steps to Get Started with Email Marketing without Undermining CX

Customer Think

Email marketing is one of the most cost-effective ways to promote your brand, connect with customers, and generate leads. Despite its many benefits, many businesses—small and large—are either unfamiliar with email marketing or are afraid of it. In this guide, we’ll cover everything you need to know about email marketing, including best practices, tips, statistics, […].

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3 Ways to Unite Sales and Product Teams to Drive Revenue Growth

SBI Growth

Sales and Product are in constant tension with each other. Ideally, this friction is a catalyst for the two groups to rally together and drive top-line growth. However, this pressure can also lead to disengaged employee groups that resent each.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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2021 Needs to be the Year of the Customer

Customer Think

In an earlier blog, I talked about the opportunity that CX leaders have to redefine their teams in a way that works for customers and the bottom line by embracing automation. While making predictions in the wake of 2020 seems risky at best, there are some lessons learned from our pandemic year that can be […].

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Our Latest Podcasts: Improve Win Rates

Force Management

Our April episodes cover sales fundamentals that reps can implement right now to improve win rates and margins. From influencing decision criteria to attaching to big business problems that demand urgency — each episode shares proven best practices and actionable tactics salespeople can use to beat the competition and close at a premium price. Review each episode below, and encourage your sales reps and managers to listen in.

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Buyers Ignoring You Is Not The Only Change Going On

Customer Think

A significant shift in how buyers choose to interact with selling organizations has been underway for the past year. The global pandemic altering seller and buyer interactions in ways unimagined just a few short years ago. A recent McKinsey.

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LIVE: How to Adapt & Plan for a Post-Pandemic Recovery w/Dr. Gleb Tsipursky

Strategic Planning and Management Insights

With vaccines being rolled out, there is an end of the global pandemic coming into sight (at least for some of us). But make no mistake, the time beyond the pandemic will be anything but 'normal'. Some aspects of life will drift back towards the time as they were before, while others will stay cemented in place. Some parts of your life will have completely changed forever.

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1st, 2nd, and 3rd Party Intent Data: Which Is Right for You?

How do 1st, 2nd, and 3rd party intent data compare? 1st, 2nd, and 3rd party data each have specific advantages and disadvantages. It comes down to four factors: accuracy, cost, control and quantity. This infographic explains the pros and cons of each and helps you understand which one is best for meeting your business objectives. Intent data can be a great way to fill your pipeline and close more deals.

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Thinking About “Rev-Ops”

Customer Think

There’s a lot of discussion about creating a role/function in the organization responsible for “Revenue Operations.” Depending on who is making the argument, there is talk about combining Sales and Marketing for a more cohesive strategy to drive revenue generation and revenue growth. Some will add in Customer Experience/Service/Support.

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#016 The ‘Next’ Normal, a KAM Industry reflection with Warwick Brown

KAMCast

IN THIS EPISODE Are you 'ready' for getting back to normal? And…what is normal? For many of us, the effects of the pandemic have been going on for so long that we can’t quite remember what normal is anymore. So, as we start to 'unlock' society, here in the UK, and begin thinking about how we will reengage with our key accounts, many of whom we won’t have seen for over a year, how ready do you feel to hit the ground running'?

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Supercharging our sales conversations

Customer Think

This article first appeared in the April 2021 "Supercharging Sales" issue of the International Journal of Sales Transformation.Given the overall theme of the magazine, I thought it might be appropriate to focus on a topic that has long been a focus of.

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6 Questions To Ask Yourself When Deciding To Outsource

Aepiphanni

Building or scaling a business is a task that often requires lots of work, and lots of time. Part of building a business is finding ways to grow. Whether it be the personnel you employ, the contractors you have, or the infrastructure you’ve built, growing a business encompasses all of these things. Part of scaling a business is deciding when to outsource and when to delegate work to others.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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3 Strategies to Enhance Your Veterinary Marketing for Modern Consumers

Customer Think

Pets are people, too. Well, not technically — but they are full-fledged family members to 72% of folks in the United States. As birth rates plummet among younger generations, “fur babies” have taken the place of human kiddos. And they’re pampered just as much as any toddler. Case in point: It’s hardly unusual to see […].

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How To Create Account Plans That Actually Work | 10 Best Practice Tips

Gary Smith Partners

The post How To Create Account Plans That Actually Work | 10 Best Practice Tips appeared first on The Gary Smith Partnership.

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Offshore Software Development: When You Should Do It?

Customer Think

Thanks to technological advancement there is no doubt that the software industry has grown quite a lot and is now saturated too. Since the tech start-ups are growing like never the industry experts advise that in the coming future there will be more than millions of software companies across the globe in the next 10 […].

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The Beginner’s Guide to AI Virtual Assistants

SmartKarrot

Recent advancements in the world of Artificial Intelligence have rocked the whole world, in a positive light. It has certainly paved the way to a new avenue of organizational excellence and productivity enhancement in all niches, including customer success. On that note, AI virtual assistants have become an integral part of the AI ecosystem. Companies are approaching digital assistants that can seamlessly bridge the gap between personal customer data.

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How to Leverage Intent Data for Better Outcomes

Speaker: Susan Spencer, Principal of Spencer Communications

Intent signal data can go a long way toward shortening sales cycles and closing more deals. The challenge is deciding which is the best type of intent data to help your company meet its sales and marketing goals. In this webinar, Susan Spencer, fractional CMO and principal of Spencer Communications, will unpack the differences between contact-level and company-level intent signals.

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Alida Focuses On Complete View of the Customer for Spring 2021 Product Release

Customer Think

The Alida CXM & Insights Platform has been enhanced to action total customer feedback in near real-time.

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Integrated Solution: Apptivo HelpDesk and Field Services

Apptivo

“ Good customer service costs less than bad customer service ” – This quote by Sally Gronow is certainly an essential factor that should be taken into account while boosting your business value. Be it the emotional quotient or the financial quotient, service and retention rates play a significant role in both sectors. Investing money to improve customer service will thereby increase the customer success rate.

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Stratifyd Launches New Solutions to Remove Costly Data Blind Spots and Automate the Discovery of Hidden Insights Across the Customer Experience

Customer Think

Stratifyd Solutions powered by Smart AI ™, includes five solutions to gain faster time to insights and drive greater organizational impact.

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Top 10 Performance Management Solutions

ClearPoint Strategy

When an organization is doing well, it’s usually because employees are engaged in their work and have a clear sense of direction as to where the company is headed. That only happens when organizations make a concerted effort to manage performance, both for the business as a whole and individual employees. That’s where performance management solutions come in.

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ABM Success Recipe: Mastering the Crawl, Walk, Run Approach

Shifting to an account-based marketing (ABM) strategy can be both exciting and challenging. Well-implemented ABM motions build engagement with high-value accounts and drive impactful campaigns that resonate with your audience. But where do you begin, and how do you progress from crawling to running? Watch now as Demand Gen experts delve into the essentials of each stage of the ABM process.

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Why customer service matters for fintech startups

Zendesk

Personal finance is so important to consumers that more than a third of Americans review their checking account balance daily. Meanwhile, the rise in popularity of financial technology solutions, (fintech), means that more people than ever can make life-changing money moves with a tiny computer in their pockets. In fact, In the midst of an online shopping boom due to COVID-19, the online payment processor Stripe has become a Silicon Valley favorite.

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April 29 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success (Nonprofit) Location: San Francisco Bay Area, US Organization: Windfall As a Director of Customer Success, you will train, develop, and mentor a team of Customer Success Managers. Own 50+ strategic accounts including large universities, health systems, and national nonprofit organizations. Proactively reach out to customers with ideas and solutions on how to leverage the product to improve their internal processes and workflows.

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Democratizing Research: User Testing Creates a More Customer-Centric Experience

Customer Think

The most effective digital customer experiences, no matter the product or service they offer, likely have something in common — they were created by UX/CX teams that were empowered to be bold, and to try something new. For the most resourceful among them, that confidence is bolstered by user research that has already confirmed that […].