Flevy

FEBRUARY 28, 2023

The process involves empathy, experimentation, and iteration. Design Thinking Mindsets Design thinking requires a specific mindset that is characterized by the following: Empathy: Understanding the needs and wants of the user. Some of these include: Empathy Mapping: Understanding the user’s needs and wants.

Innovation 111

Innovation Brainstorming Healthcare Banking 111

Groove HQ

MARCH 28, 2024

While you will of course have your own special style, in this post, we will cover tips that you should keep in mind for your Expressing Gratitude and Empathy In customer service, your words can shape […] The post 13 Customer Service Email Tips (and Example) appeared first on Groove Blog.

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Hubspot Sales

APRIL 15, 2024

This increases the likelihood of not just making that first sale — but also turning the individual into a long-term customer who is loyal to your product or service because they trust that you are genuinely interested in what they need. "If They communicate with empathy.

Sales 113

Sales Prioritization CRM Communication 113

Red Star Kim

AUGUST 14, 2023

And reviewed the copy of professional services firms. 22 tips on being a persuasive writer in professional services. Audience focus Empathy ensures we write for the audience rather than ourselves. An introduction to emotional intelligence (EQ) and empathy (Video) (kimtasso.com). They engaged in writing exercises.

Artificial Intelligence 130

Artificial Intelligence Value Proposition Media Emotional Intelligence 130

Red Star Kim

FEBRUARY 12, 2024

Delegates from legal, financial service and industry, joined me last week for a full day workshop on persuasive writing. Develop empathy. Whilst it is usual to have business development professionals and experienced partners on this session, it was great to welcome a number of trainee solicitors too. Some found personas helpful.

Media 130

Media Financial Services Advertising Decision-making 130

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

MAY 16, 2023

Article originally published on ECXO If Continual Service Improvement were the Mind than surely Closing The Loop would be the Heart. Whereas Continual Service Improvement can be considered a numbers driven logical exercise, Closing the Loop is rooted in empathy, emotions and experience.

Publishing 93

Publishing 93

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. Director Client Services at Insightly.

Customer Success 98

Customer Success Communication Meetings Customer Experience 98

Planview

MARCH 8, 2024

So, let’s prioritize understanding, equality, and empathy. Manager, Managed Services, based in India To genuinely promote inclusion and break down barriers for women, men and women must actively engage as allies and supporters. Let’s steer clear of stereotypes and preconceived notions. Ridhima Rajpurohit Sr.

Banking 105

Banking Government Innovation Leadership 105

Red Star Kim

NOVEMBER 8, 2022

This lack of listening caused a plethora of problems for those trying to build empathy and trust in order to create client relationships and sell legal services. Her words echo the sentiments of the University of Houston’s research Professor Brene Brown on topics like courage, vulnerability, empathy and shame.

Leadership 100

Leadership Emotional Intelligence Remote Working Digitalization 100

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

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? Focusing on your customers.

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. I’m glad to be of service.”.

Communication 98

Communication Media 98

Red Star Kim

SEPTEMBER 26, 2022

Despite most being relatively new in their roles – and professional services marketing – most were curious about career progression. Considering these delegates are in relatively junior roles at the start of the careers in professional services marketing, they are ambitious. A feature of the newest generations.

Digitalization 147

Digitalization Media Marketing Communication 147

Brooks Group

FEBRUARY 16, 2024

EI is also the foundation of sales, and the gateway to all of that is empathy. This means understanding where your product or service fits into the marketplace, aggressively prospecting those types of opportunities, and realizing what you are and what you’re not.

Emotional Intelligence 82

Emotional Intelligence Sales Sales Training Decision-making 82

Arpedio

JANUARY 5, 2024

This concept has evolved from mere customer service to an intricate process of building and nurturing long-term partnerships. It’s a nuanced art that balances empathy, strategy, and business acumen. Active listening allows sales professionals to build rapport, trust, and empathy with clients.

Management 52

Management Emotional Intelligence Client Relationships Sales 52

Red Star Kim

AUGUST 1, 2023

In professional services we need the engagement, buy-in and time of fee-earners because they are fundamental to preparing content, interacting with prospects and converting leads into clients. It’s rare to have a sales team in professional services as they do in other sectors. And that they feel is their own.

Decision-making 130

Decision-making Marketing Business Planning Management 130

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 95

Sales Decision-making Sales Training Communication 95

Sales Gravy

AUGUST 18, 2023

ConnectAndSell is a software service that helps salespeople initiate conversations with prospects. The seven-second rule is a technique for building trust in a cold call by demonstrating tactical empathy and competence to solve the problem of the caller being an interruption. We call it tactical empathy.

B2B 79

B2B Decision-making Software Software 79

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. Negotiations don’t always have to be that way — and they shouldn’t be.

Negotiation 52

Negotiation Decision-making Meetings Sales 52

Apptivo

JULY 25, 2023

Unforgettable Customer Service: Real-Life case studies of Effective Complaint Handling 3. One critical aspect of customer service is the skillful handling of complaints. Power of Active Listening When faced with a customer complaint, it is crucial to actively listen, giving undivided attention and showing empathy.

Retail 52

Retail Customer Experience Decision-making Profitability 52

Mike Kunkle

MARCH 31, 2023

Competencies also include traits like curiosity, empathy, drive, and resilience, as well as skills like communication skills (especially questioning skills), relationship building, problem-solving ability, which is not illustrated in the example in the above chart.

Sales 217

Sales Interpersonal Skills Account Management Sales Training 217

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

Red Star Kim

OCTOBER 24, 2022

This varies across the size and nature of clients, the number of buyers and type of service. Book review: Managing key clients (professional service firms) (kimtasso.com). Client perspective – empathy and emotional intelligence (kimtasso.com). selling legal services with storytelling (kimtasso.com).

Meetings 100

Meetings Value Proposition Key Account Management Account Management 100

Hubspot Sales

MARCH 25, 2024

It can be tricky to tell when these folks are truly considering your solution, and when they are giving lip service out of a need to appear nice or avoid uncomfortable reactions. How to Handle Them: Implement cancellation policies with empathy. However, no matter how agreeable your prospect might be, there are still warning signs.

Decision-making 104

Decision-making Sales Finance Prioritization 104

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

Hubspot Sales

AUGUST 31, 2022

They have positive and negative empathy. Positive and negative empathy is the ability to put yourself in someone else’s shoes and genuinely feel what they are feeling — either good or bad. People who possess positive empathy don’t get jealous, they get excited. Negative empathy is the ability to comfort others when they’re down.

Emotional Intelligence 145

Emotional Intelligence Publishing Communication Management 145

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. Customer Service Phone Tips | SkillsYouNeed. Remember too about the telephone preference service when making outbound calls. kimtasso.com).

Emotional Intelligence 130

Emotional Intelligence Communication e-Learning Digitalization 130

Zendesk

MAY 8, 2023

Download our free white paper to learn how AI will transform customer service and how your company can embrace and leverage the technology. The post Consumers expect AI to radically transform service appeared first on Zendesk.

Artificial Intelligence 59

Artificial Intelligence 59

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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Arpedio

FEBRUARY 22, 2024

Consultative selling is more than just a sales technique; it’s a philosophy centered around empathy, collaboration, and problem-solving. Rather than simply pushing products or services, consultative sellers act as trusted advisors, guiding prospects through a personalized journey to find the best-fit solutions.

Value Proposition 52

Value Proposition Prioritization Decision-making Communication 52

Hubspot Sales

APRIL 28, 2020

That's why many reps have developed tactics for optimizing their email open rates with the help of tools and software — but, another impactful and effective tactic for improving sales email response rate is the use empathy. How to Boost Email Response Rates With Empathy. Start Using Empathy in Your Sales Emails.

Sales 104

Sales Publishing Decision-making Communication 104

Red Star Kim

MARCH 4, 2024

Professional services firms can be unforgiving. Develop empathy. Consider how you might reassure them that you understand their requirements and will behave in a way that they find acceptable. They are trying to protect you Your line manager may be trying to protect you. See things from their perspective. Adapt your style.

Management 147

Management Communication Leadership Digitalization 147

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. Customer service is the act of supporting and advocating for customers in their discovery, use, optimization, and troubleshooting of a product or service.

Interpersonal Skills 105

Interpersonal Skills Customer Experience Media e-Learning 105

MDI Training

MARCH 22, 2022

Empathy and understanding for your employees. Whether they have screaming children in the background or their partner is playing Playstation loudly on the side – it’s your job as a leader to treat your employees with empathy. Successful collaboration through mentoring, attentiveness and empathy. Fast and targeted.

Leadership 98

Leadership e-Learning Digitalization Digital Transformation 98

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. Instead of pushing products or services, value selling focuses on understanding your customer’s needs and demonstrating how your offering provides the solutions they are seeking.

Value Selling 52

Value Selling Value Proposition Negotiation Decision-making 52

Red Star Kim

NOVEMBER 1, 2023

At the recent PM Forum workshop on “Selling processes and sales skills for marketing and business development professionals” we focused on sales and selling challenges in professional services. Selling challenges in professional services: Sales processes and skills. Their fee-earners are often in the same boat. Summary – Images.

Key Account Management 130

Key Account Management Account Management Value Proposition Client Relationships 130