Centriam Customer Experience Lab

JANUARY 5, 2018

Make Shopping Enjoyable to Encourage Sales. On a previous blog , my colleague Jason shared a finding from Centriam’s 2017 Retail Study : customers who had an enjoyable shopping experience were more likely to be promoters. This finding is especially robust among millennials, the largest generation in the US.

Sales 231

Sales Retail Study Customer Experience 231

InMoment XI

APRIL 6, 2022

Instead, there could be a problem with the customer journey. Your customers’ journey can drastically affect how your customers experience your company—and whether or not they eventually become loyal to your brand. And it’s because of this fact that improving your customer journey is vital to overall business success.

Customer Journeys 517

Customer Journeys Touchpoint Loyalty Customers 517

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. Positive perceptions lead to increased sales and customer loyalty, while negative perceptions can harm sales and brand value.

Automotive 260

Automotive Management Social Media Feedback 260

Integrity Solutions

APRIL 8, 2024

Sales has always meant navigating highs and lows, dealing with rejection and remaining focused in the face of new business demands and pressures. Exacerbating this issue is the fact that sales training and coaching doesn’t always help salespeople with these internal motivation issues. That’s just the simple truth.

Sales 64

Sales Training Financial Travel 64

GetFeedback

JUNE 11, 2019

Every company wants a slew of loyal customers who are excited about new products, features, and offerings. Customers will drop everything to attend a sale, try out a new feature, or write a positive review. But this does not need to be done on an individual level with each customer.

Study 170

Study Loyalty Connections Loyalty Programs 170

C3Centricity

MARCH 12, 2024

The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. This guide is for all executives who recognize the critical role that strategic, data-driven customer engagement plays in their company’s success.

Customer Engagement 226

Customer Engagement Engagement Competitive Advantage Entertainment 226

ChurnZero

NOVEMBER 11, 2022

Customer Success is gaining ground, influence, and budget within organizations. These are just some of the findings in this year’s Customer Success Leadership Study, ChurnZero’s third annual report on the top trends and opportunities in Customer Success, presented in partnership with ESG and sponsored by Higher Logic Vanilla and involve.ai.

Study 98

Study Leadership Trends Customer Success 98

Integrity Solutions

MARCH 18, 2021

Effective sales recruiting strategies start with a well-defined Sales Success Profile based on objective performance criteria. As a sales manager, it’s pretty frustrating when you spend a significant amount of time and energy coaching and developing someone only to discover in the end that, well, it’s not you, it’s them.

Sales 130

Sales Strategy Effort Score Tips 130

Kayako

SEPTEMBER 20, 2018

In the current climate, customer experience is one of the main battlegrounds for sales organisations, often out-ranking factors like product and price. It is, therefore, no real surprise that many sales companies are increasing investment in customer experience training and coaching efforts. Provide Tailored Services .

B2B 203

B2B Sales Customer Experience Customer Journeys 203

Storyminers

SEPTEMBER 11, 2020

Mike Wittenstein is the founder of StoryMiners, one of the world’s first customer experience design consultancies. It was obvious something was not working in tandem with the company’s ambition to cultivate meaningful business relationships at a scale which resulted in new sales, despite their best efforts.

Case Study 147

Case Study CRM Study Customer Experience 147

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 423

Customer Experience Social Media Customers Video 423

GetFeedback

AUGUST 3, 2018

The point of sale is an incredibly important time for retailers to engage their customers. However, most are stuck using outdated feedback methods (think receipt questionnaires and kiosk surveys) designed to collect mass feedback rather than reveal key customer experience issues. Why point-of-sale surveys don’t always work.

Survey 199

Survey Sales Retail Social Media 199

InMoment XI

FEBRUARY 13, 2024

Stratified sampling provides businesses with a nuanced understanding of customer preferences and behaviors within each segment, allowing for the development of personalized marketing strategies. To achieve this, they decide to conduct a market research study using stratified sampling. What is Stratified Sampling?

Customer Experience 260

Customer Experience Groups Resources Customers 260

BlueOcean

DECEMBER 5, 2017

This multinational communications, electronics and IT corporation has a health solutions arm delivering connected devices for which Blue Ocean provides both sales support and customer service support. The custom integration between the client’s ticketing system and IVR was immediately successful. The Challenge. The Results.

Case Study 149

Case Study Study Communication Average Handle Time 149

Kayako

JULY 31, 2019

The past few years have seen live chat completely change the way online businesses carry out marketing and sales. Gone are the days prospects would email and wait several hours to receive a response to a sales-related query, or call an 800 number and be stuck in a cyclical loop of annoying prompts and call trees.

Sales 161

Sales Marketing Net Promoter Score Consumers 161

BlueOcean

MARCH 2, 2016

The Situation: Ramping Up Outbound Sales Support for Peak Season. It represents the largest potential for sales, with a significantly increased number of people interested in buying than any other time of year. This is an important statistic because when credit reports are run, chances are high that the lead will become a customer.

Case Study 120

Case Study Study Sales Automotive 120

Integrity Solutions

JANUARY 28, 2021

It’s important to understand what it’s really going to cost you when you lose a sales rep — and what steps you can take to minimize your turnover rates. Every sales leader can relate to that pit-in-the-stomach feeling when a star sales rep says they’re moving on. In some industries, average sales rep tenure is just two years.

Sales 119

Sales Comparison Training Culture 119

Kayako

SEPTEMBER 14, 2018

If you take a look at Kayako’s website and blog, it’s obvious that we know live chat customer support is a big difference-maker for businesses large and small. Our study of 500 consumers and businesses proves it. Customers Buy from Companies That Offer Live Chat. That’s big, right?

Loyalty 180

Loyalty Sales Competitive Advantage Ecommerce 180

ChurnZero

MARCH 20, 2023

If you want to keep the peace at the dinner table, three things should never be discussed: religion, politics and who owns customer renewals and expansions. We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. Who owns customer renewals? said other.

Sales 52

Sales Customer Success Management Study 52

ChurnZero

MARCH 20, 2023

If you want to keep the peace at the dinner table, three things should never be discussed: religion, politics and who owns customer renewals and expansions. We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. Who owns customer renewals? said other.

Sales 52

Sales Customer Success Management Study 52

C3Centricity

APRIL 9, 2024

It involves understanding the needs, desires, and behaviours of your customers/consumers/clients (C³ – now you know where our company name comes from!) A study by Gartner highlighted that 77% of B2B buyers stated their latest purchase was very complex or difficult. and then composing messages that resonate with them.

B2C 226

B2C B2B Strategy Marketing 226

Integrity Solutions

AUGUST 24, 2022

If you’ve implemented sales training this year, you’re not alone. Studies have shown that upwards of $15 billion is spent annually on sales training in the United States alone. And are there specific sales training strategies behind that critical investment to help ensure its success and strong ROI?

Training 88

Training Sales Strategy Study 88

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Jay Nathan , Chief Customer Officer, Higher Logic.

Study 87

Study Customer Success Chief Customer Officer Leadership 87

Daniel Group

NOVEMBER 2, 2023

Why the Customer Experience After the Sale is Crucial for Your Business Success Customer Experience after the sale will make or break the customer’s loyalty. Once a product is sold and delivered, most companies need to give adequate thought to how customers use and interact with their products.

Sales 52

Sales Customer Experience Feedback Consulting 52

Customer Bliss

OCTOBER 30, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Especially, the newest breed of customer is flexing their spending muscle by choosing to interact with companies that provide caring people, relevance, choice, and speed. It is a condition for earning that sale.

Case Study 256

Case Study Study Hotels Chief Customer Officer 256

CSM Magazine

DECEMBER 22, 2023

The friendly greetings from the sales staff? When dealerships battle for sales, first glimpses matter. So professional cleaning service Naperville has become their stealth tactic to wow customers fast. Cleanliness isn’t just about looks – it’s about building trust with customers. Sure, those things help.

Sales 52

Sales Case Study Study Industry 52

ijgolding

AUGUST 3, 2018

It is therefore no surprise that the more we hear about failure, the more we see and hear companies amplifying the rhetoric around their desire to do more for their customers. I and my family have been ‘customers’ of FatFace for several years. Their products have always been of high quality and reasonably priced.

Case Study 191

Case Study Retail Study Policies 191

Integrity Solutions

AUGUST 9, 2023

And Improve Deal Velocity & Win Rates Along the Way… Sales cycles are already longer than we want. Customers’ buying processes have slowed. What can you do as a seller to create greater urgency in sales? View the situation through your customer’s point of view. Deal complexity has grown. Their fear?

Sales 73

Sales Case Study Exercises ROI 73

Integrity Solutions

MAY 12, 2020

With leaner sales organizations, your sales enablement strategy has to step up and be a valuable contributor to the organization. In many organizations, revenue has “fallen off a cliff,” as one sales leader put it, and companies are looking at where they can make cuts and recapture lost momentum.

Sales 126

Sales Strategy Tools Metrics 126

Integrity Solutions

MAY 24, 2023

What Is Sales Training? Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Selling is about helping customers make buying decisions that are in their best interests. Why are you doing the training?

Training 52

Training Sales Culture Management 52

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success.

Customer Journeys 122

Customer Journeys Brands Sales Contact Center 122

Experience Investigators by 360Connext

NOVEMBER 5, 2019

We all want to deliver for our customers, starting with a sales experience that builds trust between our organization and our buyers. After all, sales sets the stage for the entire customer journey. Sales is where current challenges are discussed and in turn, promises are made. Start Sales with Learning.

Sales 110

Sales Customer Journeys CRM Case Study 110

BirdEye

JUNE 15, 2023

As a local business looking to improve sales, your marketing strategy has to include a refer-a-friend program. It’s a valuable and cost-effective method for attracting new customers by leveraging existing client relationships. A refer-a-friend program encourages your customers to refer their friends or family.

Sales 98

Sales Social Media Gamification Brands 98

Experience Investigators by 360Connext

OCTOBER 15, 2019

Customer experience, in all is complexity, really is about one thing to your customers: Expectations. Think about your own journeys as a customer. Jerry explains the job isn’t about taking the reservation for customers, it’s about holding the reservation. According to a study by Training Industry, Inc.

Training 110

Training Sales Customer Experience Self Service 110

Education Services Group

JULY 27, 2021

You’ve done incredible, meaningful work with your customer, and they clearly love you, your product, and your company. Getting customers to that stage is really the ultimate goal of Customer Success, so this is a moment to be celebrated (cheers!) The part Customer Success plays in the story. and documented.

Case Study 52

Case Study Study Social Media Customer Success 52