Red Star Kim

OCTOBER 19, 2023

Accountants, lawyers, paralegals, patent attorneys and financial advisers (both professional advisors and dedicated business development professionals) joined me at an MBL workshop on telephone skills for client service and selling. We explored the fundamentals of relationships, managing inbound calls and planning outbound calls.

Emotional Intelligence 130

Emotional Intelligence Value Proposition Decision-making Digitalization 130

Insightly

SEPTEMBER 24, 2021

This is part 1 of a customer service blog series based on conversations with members of Insightly’s client services and customer success teams. Successfully guiding customers through stressful circumstances is the mark of a talented customer service representative. Showing empathy.

Customer Success 98

Customer Success Communication Meetings Customer Experience 98

Planview

MARCH 8, 2024

I learned about her frequent interstate transfers, exposure to customers and colleagues from diverse social backgrounds, the many ways in which gender bias manifested in her surroundings, and how they could never hold her back. So, let’s prioritize understanding, equality, and empathy. Sophia Grace Sr. Ridhima Rajpurohit Sr.

Banking 105

Banking Government Innovation Leadership 105

Brooks Group

FEBRUARY 16, 2024

EI is also the foundation of sales, and the gateway to all of that is empathy. These “bottom” sales professionals do one of two things: They either give the customer everything they want (cave and concede) or they do the opposite—they don’t bend enough. For example, does Nordstrom market to the Walmart customer, and vice versa?

Emotional Intelligence 83

Emotional Intelligence Sales Sales Training Decision-making 83

Freshworks

JANUARY 25, 2021

A great customer experience is in the eye of the beholder and if last year taught us anything it is that customers will carry on using well designed digital channels for the simplicity and speed of service they provide. So, how do you create a great customer experience in 2021 that is both empathetic and simple?

Customer Experience 98

Customer Experience Digital Transformation Digitalization Publishing 98

Zendesk

NOVEMBER 3, 2021

That’s the case with overused customer service expressions like “happy to help.”. Overused customer service phrases become meaningless. A person is never supposed to be made aware the customer service support agent has already had 28 similar conversations that day and has another 22 to go.

Communication 98

Communication Media 98

Arpedio

JANUARY 5, 2024

This concept has evolved from mere customer service to an intricate process of building and nurturing long-term partnerships. Today, effective relationship management is about understanding and aligning with customer goals, creating experiences that foster loyalty, and leveraging relationships to drive business growth.

Management 52

Management Emotional Intelligence Client Relationships Sales 52

Mike Kunkle

MARCH 31, 2023

It should be aligned to the customer lifecycle and buying process, where possible. Here are two examples of customer lifecycles and the corresponding sales processes, for a consultative process with an implemented solution, and a transactional process with a flow of purchase, stock, use or resell, and restock.

Sales 217

Sales Interpersonal Skills Account Management Sales Training 217

Sales Gravy

AUGUST 18, 2023

ConnectAndSell is a software service that helps salespeople initiate conversations with prospects. Calibrated callers are comfortable using a psychological framework, playful curiosity, and confidence to create a clean read from potential customers and insist on a meeting. We call it tactical empathy.

B2B 79

B2B Decision-making Software Software 79

Brooks Group

APRIL 18, 2024

In a selling situation, a well-timed and well-delivered story can help the prospect visualize how your product or service will solve their challenge or make their life easier. When prospects remember the stories shared by the sales professional, they are more likely to recall the key points about the product or service being offered.

Sales 96

Sales Decision-making Sales Training Communication 96

Flevy

JUNE 15, 2023

Providing effective customer service necessitates comprehending how the customer’s mind works and what drives their choices or actions. Measuring and improving service quality is crucial for enhancing Customer Satisfaction, Customer Loyalty , and overall business success.

Digital Transformation 91

Digital Transformation e-Learning Customer Knowledge Customer Experience 91

Red Star Kim

FEBRUARY 1, 2024

In its 12 th year – it obtains the opinions of around 100 CMOs from professional service firms. And efforts to increase differentiation – perhaps through brand initiatives and service/client experience improvement (to counteract fee pressures and margin erosion) – should also increase in response.

Marketing 130

Marketing Leadership Profitability Digitalization 130

Apptivo

JULY 25, 2023

“A complaining customer can be your best opportunity to show how good you are …. And help create a customer evangelist.” — Shep Hyken 1. Unforgettable Customer Service: Real-Life case studies of Effective Complaint Handling 3. Scenarios’ on How to handle customer complaints effectively 4. Proven Tips 2.

Retail 52

Retail Customer Experience Decision-making Profitability 52

AchieveIt

MARCH 6, 2024

Often, these negative sales experiences are a result of a lack of enthusiasm and empathy on the salesperson’s behalf which leads to a lack of brand trust on the consumer side. In such a situation, one can only fake necessary passion and empathy for so long. says DeVardo.

Negotiation 52

Negotiation Decision-making Meetings Sales 52

Hubspot Sales

AUGUST 31, 2022

When these team members walk into a meeting or join a call, they immediately put customers at ease with their conversational tone and genuine demeanor. They have positive and negative empathy. EQ is an essential characteristic for those who work directly with customers. Emotional intelligence (EQ). They are vulnerable.

Emotional Intelligence 145

Emotional Intelligence Publishing Communication Management 145

Red Star Kim

NOVEMBER 24, 2023

Francis argued for empathy, credibility and trust – to hone personal brands and always be on the front foot in external relationships. I smiled as she pointed out that tech companies call their customers “users”. To future-proof client relationships using clarity, empathy, commitment and flair.

Digitalization 130

Digitalization Leadership Marketing Brainstorming 130

Arpedio

FEBRUARY 22, 2024

This methodology transcends the traditional transactional model, focusing instead on building relationships , understanding customer needs, and delivering tailored solutions. Consultative selling is more than just a sales technique; it’s a philosophy centered around empathy, collaboration, and problem-solving.

Value Proposition 52

Value Proposition Prioritization Decision-making Communication 52

Red Star Kim

SEPTEMBER 22, 2022

Client service and sales opportunities for professionals in the digital age” some key issues emerged: Telephone skills: Anxiety, voice, etiquette and the client experience. consistency with the agreed style and tone of voice) and the quality of the customer experience. Customer Service Phone Tips | SkillsYouNeed.

Emotional Intelligence 130

Emotional Intelligence Communication e-Learning Digitalization 130

Arpedio

APRIL 30, 2024

Unlike traditional methods, value selling focuses on delivering unique value to customers and aligning their needs with your product or service. Simply put, it puts your customers at the center of the sales process. Value selling places your customers at the center of the sales process. So, why does value selling matter?

Value Selling 52

Value Selling Value Proposition Negotiation Decision-making 52

Zendesk

MAY 26, 2021

Customer service can make or break a business. In this guide, we’ll share how to set your business up for customer service success. The definition of customer service. It’s also the processes that support the teams making good customer service happen. How has customer service changed?

Interpersonal Skills 105

Interpersonal Skills Customer Experience Media e-Learning 105

Zendesk

MAY 8, 2023

Zendesk research indicates that AI will affect every customer touchpoint, and businesses that want to remain competitive must have a thorough understanding of what consumers want and expect from the technology. The post Consumers expect AI to radically transform service appeared first on Zendesk.

Artificial Intelligence 59

Artificial Intelligence 59

Hubspot Sales

MARCH 25, 2024

In my experience, these prospects ask for the moon — customized solutions, deep discounts, unlimited revisions — often before establishing any relationship or value provided.” For instance, the customer may avoid answering your questions directly or giving concrete timelines. How to Handle Them: Address them diplomatically.

Decision-making 105

Decision-making Sales Finance Prioritization 105

Customer Think

AUGUST 9, 2023

Every customer service specialist has a story of a nightmare customer. But behind every Karen and Kevin is a situation that could probably use some care and empathy. Many customers need to make a purchase under the worst possible circumstances, and it’s on the customer service […]

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Brooks Group

APRIL 10, 2024

But it’s more important to show what you know about your industry, product, customers, and market. When you have established yourself as a credible expert, you become a resource and trusted advisor for potential customers who are curious to learn more. You’ve heard of “building your brand,” and this is part of the goal.

Sales 88

Sales Media B2B Publishing 88

Peter Simoons

APRIL 23, 2023

It’s kind of like having a virtual assistant that can assist you with various tasks or just chat with you.” Simply said, you can see it as a chatbot, unlike the annoying versions you find on websites and through customer service tools, but it is a rather more intelligent one that can provide useful answers.

Artificial Intelligence 98

Artificial Intelligence Management Emotional Intelligence Strategic Thinking 98

Insightly

FEBRUARY 2, 2022

It’s important to monitor the level of engagement customers have with your product, service, or brand. Engagement is a predictor of whether or not that customer will stay with you, and possibly even refer you, so it can be a leading metric for future revenue and growth. What is customer engagement?

Onboarding 105

Onboarding Customer Experience eCommerce Prioritization 105

Zendesk

MAY 3, 2023

No two customers are alike. Just as no interaction with any one customer is always the same. Various factors, both within and outside your control, can influence a customer’s emotions and require a different approach. With artificial empathy, you can now tailor experiences for how a customer is feeling at any given moment.

Customer Experience 52

Customer Experience Digitalization Communication 52

Planview

MARCH 1, 2024

As a leader of a shared services or center of excellence team, you might wonder how to showcase your team’s business value as tangibly as sales figures do. How much does the software or other services you manage or provide cost? Understand who your customers are and their objectives Yes, you have customers.

Value Proposition 59

Value Proposition Software Software Finance 59

Zendesk

AUGUST 17, 2021

“The customer is always right.”. If you’ve ever worked a day in the service industry, you’ve seen this slogan plastered on a break room wall. The idea was coined by a turn-of-the-century retailer, and it’s so common that many businesses make it a mandate for their customer service teams. Here’s why. No returns allowed.

Retail 98

Retail Customer Experience Advertising Management 98

PandaDoc

OCTOBER 14, 2020

It’s great to present your customers with facts and figures for your brand’s success. These days, a customer can find out almost everything about your company with a Google search. It’s not enough to regurgitate dry facts when a customer makes contact. Always consider the needs of your brand and customers.

Decision-making 111

Decision-making Sales Suppliers Advertising 111

Insightly

SEPTEMBER 24, 2021

This is part 1 of a customer service blog series based on conversations with members of Insightly’s client services and customer success teams. Successfully guiding customers through stressful circumstances is the mark of a talented customer service representative. Showing empathy.

Customer Success 52

Customer Success Communication Meetings Customer Experience 52

Zendesk

FEBRUARY 13, 2024

Whether you had an off day and delivered a subpar customer experience (CX) , the product didn’t ship on time, or a billing error occurred, a sincere apology can be the olive branch that jump-starts customer loyalty. Each situation is unique, so it’s important to tailor your apology to the specific circumstances and customer needs.

Communication 52

Communication Logistics Meetings Customer Experience 52

Zendesk

JANUARY 19, 2021

But anyone in customer service can tell you conflict is an inevitable part of working with people. When done well, conflict resolution can rescue business relationships and build trust with customers. Failing to resolve conflicts with customers can have a negative impact on retention, loyalty, and brand awareness.

Negotiation 96

Negotiation Emotional Intelligence Communication Management 96

Insightly

FEBRUARY 2, 2022

It’s important to monitor the level of engagement customers have with your product, service, or brand. Engagement is a predictor of whether or not that customer will stay with you, and possibly even refer you, so it can be a leading metric for future revenue and growth. What is customer engagement?

Onboarding 96

Onboarding Customer Experience eCommerce Prioritization 96

Freshworks

FEBRUARY 18, 2021

Customer service automation technology is commonplace in every sector, from artificial intelligence (AI) engines used to front-end a customer interaction and problem diagnosis, to ‘chatbots’ and robotic process automation (RPA) of transactions. . Bots vs People’ – the balance for public services.

Artificial Intelligence 89

Artificial Intelligence Suppliers Digitalization Customer Experience 89

PandaDoc

MAY 13, 2024

You already know who your customers are — but do you know what makes them tick and drives their decision-making? There’s no doubt about it: understanding customer behaviors and the reasons behind them can not only help you close deals but is a surefire way to keep buyers happy and fulfill the dreams of every sales lead.

Emotional Intelligence 52

Emotional Intelligence Decision-making Sales e-Learning 52

Zendesk

OCTOBER 9, 2023

According to the Zendesk Customer Experience Trends Report 2023 , 73 percent of consumers expect more interactions with AI in their daily lives and believe it will improve customer service quality. Like Spider-Man uses his spidey senses for good, businesses can use AI to improve their customer experience.

Computers and Electronics 52

Computers and Electronics Artificial Intelligence Prioritization Customer Experience 52