InMoment XI

JUNE 5, 2024

We also support extended use cases such as: Employee Experience (EX) Analytics Our tools help businesses understand and improve employee engagement, onboarding processes, and workplace satisfaction. Extended Use Cases InMoment’s platform is not limited to traditional CX analytics.

Analytics 260

Analytics Effort Score Social Media Innovation 260

Integrity Solutions

FEBRUARY 27, 2023

Great sales managers are required to become great coaches. Great sales managers know that everyone in their organization takes a cue from them. It’s more true than ever that the best sales reps may not make the best sales leaders. World-class sales leadership is about embracing both of these roles.

Sales 62

Sales Management Culture Leadership 62

Integrity Solutions

JUNE 23, 2020

With sales booming, several top salespeople were promoted to manager roles, and the expectations were high. In their new roles as sales managers, these individuals’ success would now depend on how well they could rally their teams. Beyond Management 101, Sales Coaching Builds Company Culture. By Mike Esterday.

Sales 82

Sales Company Management Employee Engagement 82

Integrity Solutions

JULY 13, 2020

No matter how rapidly and dramatically external events may change, the top sales challenges seem to stay the same, year after year. Why aren’t salespeople and sales organizations able to make much headway in overcoming these common struggles? But the sales challenges persist. Sales Quota Achievement. Why do people leave?

Sales 103

Sales How To Competitive Advantage Training 103

Integrity Solutions

SEPTEMBER 2, 2022

Whether they’re sending the message via quiet quitting or actually giving two weeks’ notice, more and more employees are making it clear that burnout has taken a toll, they want to find more meaning and purpose in their work, and their companies haven’t done enough to address the problems. How do they do it?

Management 115

Management Employee Engagement Culture Leadership 115

CX Journey

MARCH 7, 2018

There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them. These employees willingly go the extra mile, work with passion, and feel a profound connection to their company. So, each is party to employee engagement.

Engagement 130

Engagement Employee Engagement Feedback Innovation 130

Integrity Solutions

NOVEMBER 22, 2019

Culture and engagement issues have always been a priority, but today they are more essential to business health going forward than ever before. Employee engagement is now widely viewed by most companies as an important driver of productivity, retention and results. The Power of Purpose and Engagement.

Culture 87

Culture Engagement Employee Engagement Study 87

Integrity Solutions

JULY 16, 2021

Effective team leadership requires a blend of people focus and goal focus. While it’s rare that someone will have a perfect balance of the two, getting a clear understanding of your natural leadership style will allow you to adjust when necessary to be more flexible to the needs of your team members.

Leadership 107

Leadership Tips System Measurement 107

COPC

MARCH 11, 2024

The essence of effective leadership is the ability to ask discerning questions and act to cultivate an environment of growth and satisfaction. Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle. See here for more information on how to do this.

Call Center 97

Call Center Gamification Contact Center Training 97

Kate Nasser

JANUARY 16, 2022

Important in leadership, teamwork, sales, employee engagement, leading morale, and yes in your personal life too! Use this people skills technique from Kate Nasser, The People Skills Coach™, Author, Leading Morale, to use less bluntness & still be honest.

Employee Engagement 111

Employee Engagement Leadership Sales Engagement 111

Experience Matters

OCTOBER 14, 2014

Change takes focused leadership. Cannon pointed out that historically; CX resided in too many siloes (sales, marketing, presales, etc) across MBUSA. Related: WL Gore Succeeds Without Employees ). It all starts with employee engagement. Cannon said that Employee Engagement is a precursor to CX.

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

Integrity Solutions

APRIL 20, 2023

How Fear Of Rejection Leads To Failure In Sales Today’s business environment tends to emphasize a culture of more, one that sets a high standard of get it done yesterday. How Fear of Failure in Sales Impacts Success Particularly over the past few years, the sales role hasn’t been an easy one.

Sales 71

Sales Training Culture Engagement 71

Experience Investigators by 360Connext

FEBRUARY 5, 2015

Customer engagement. Finding and keeping employees. I find the operational “challenge” of customer engagement particularly telling. Companies worry that employees don’t engage with customers, or don’t engage properly and effectively. …both challenges related to people.

Customer Engagement 110

Customer Engagement Engagement Strategy Retail 110

Michel Falcon Experience

JULY 18, 2016

Does the thought of aligning your entire company, improving your customer experience and increasing employee engagement interest you? If so, this post is for you – I want to introduce you to peer cross-training as a way to improve alignment, customer experience and employee engagement in the next 30 days.

Employee Engagement 60

Employee Engagement Training Engagement Customer Experience 60

Beyond Philosophy

JULY 12, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

Integrity Solutions

JANUARY 23, 2023

The past several years have certainly tested the mettle of even the most experienced salespeople and sales managers. Here’s a round-up of some of the key ideas that have stood out to them as well as their advice on new year’s resolutions for sales leaders and team members that will deliver the biggest impact this year.

Sales 78

Sales Culture Training Metrics 78

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 85

Training Sales Strategy Study 85

Education Services Group

AUGUST 31, 2022

CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. With his wealth of knowledge and experience, Chris answered some engaging questions from the audience that I have recapped below.

Sales 52

Sales Effort Score Chief Customer Officer NPS 52

Michel Falcon Experience

JANUARY 10, 2016

Sales, marketing, and business development teams are provided with the internal resources needed to succeed. Instead, I respectfully challenge the company to build a stronger relationship with their employees before trying to influence something that is external to their business. Efficiently survey your employees.

Employee Engagement 60

Employee Engagement Engagement Company eBook 60

Strativity

AUGUST 19, 2014

Attendees will learn: Strategies to get first-line managers on board with cultural transformation; Common pitfalls companies may encounter while implementing engagement programs; The financial and cultural benefits of investing in your employees. His work has impacted 220 million customers and 375,000 employees in 21 countries.

Employee Engagement 40

Employee Engagement Sales Engagement Automotive 40

BlueOcean

JULY 20, 2023

In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process. Establish the Rules of Engagement: parameters around communication, expectation on timelines and what slippage/remediation might look like.

Contact Center 294

Contact Center Travel Culture Meeting 294

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. Yet if employees, partners, and others only hear about customer experience as a one-time or even once-per-year thing, how are they supposed to really understand and see its possibilities? Dive into dashboard details.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Integrity Solutions

MAY 26, 2022

One of those concerns is “psychological safety,” creating psychologically safe environments for employees to speak their minds. This is a critical component of what we have always believed strong coaching and sales leadership cultures must include. Ethical Sales Practices and Your Brand Promise.

Sales 52

Sales Culture Leadership Brands 52

Think Customers

SEPTEMBER 21, 2021

Marketing and sales teams have traditionally had two separate objectives in most organizations: the marketing team works to get leads and fill the top of the funnel, while the sales team focuses on the bottom of the funnel and closing those leads. It all begins with leadership. The right people matter.

Sales 52

Sales Marketing Contact Center CRM 52

CX University

APRIL 2, 2024

Employee experience is receiving increasing attention in our experience ecosystem. Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. And when they are so engaged, they experience “Flow.” The Dollar General Rebellion!

Strategy 52

Strategy Financial Leadership Apparel 52

Experience Matters

NOVEMBER 14, 2014

Last week I attended the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. The implementation at Amazon.com is that any phone agent can pull the Andon cord (not a real cord), which will remove the buy button from all of its sites, immediately stopping the sale of a product.

Customer Connectedness 307

Customer Connectedness Effort Score Brand Values Leadership 307

Integrity Solutions

SEPTEMBER 22, 2022

Growing a sales team isn’t hard. Growing a sales team that’s confident, comfortable and successful in their role… now that’s a challenge. The effectiveness of any sales team starts with the sales leaders. The question is, how well do your sales leadership skills measure up where it really counts?

Leadership 23

Leadership Sales Culture Exercises 23

Horizon CX

MAY 19, 2023

Ineffective Leadership: Leadership plays a crucial role in driving and sustaining organizational transformation. Leadership alignment and competence are vital for setting the direction, creating a sense of urgency, and inspiring and engaging employees throughout the transformation journey.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. You might take some ideas from what they did: All leaders attended Situational Leadership II training.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Experience Investigators by 360Connext

APRIL 23, 2024

Then consider how to intentionally design and execute on customer journey improvements, internal process design, and employee engagement efforts to move the organization closer to those goals. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Experience Matters

NOVEMBER 24, 2015

However, to improve their CX, B2Bs must master Temkin Group’s four customer experience core competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

B2B 120

B2B Customer Connectedness Report Customer Experience 120

Maz Iqbal

FEBRUARY 9, 2015

Let’s imagine that you want to play the sales effectiveness game. At a minimum it takes folks in marketing and the folks in sales to play well together – as one team. What does it take to play this game well – effectively? Take a broader look, play with the time horizon, and you are […].

Leadership 48

Leadership Employee Engagement Culture Sales 48

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. The book was the first and one of its kind, at the time, to address the role of a customer leadership executive. Jeannie Walters.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs. Jane Treadwell-Hoye, CCXP and Managing Director at epifani “The future of CX is at a cross road.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Customer Bliss

JUNE 14, 2019

Keep Employees Engaged and Informed. To keep the salespeople engaged, Chester and his team have instituted quarterly meetings for updates on the business, priorities, and strategies. Chester also shares that J&J has a designated social media site called Yammer , where employees can post updates and engage with each other.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

Integrity Solutions

APRIL 28, 2021

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? The Relationship Between Customer Loyalty and Employee Engagement. Fundamentally, this is an issue of employee engagement.

Customer Retention 86

Customer Retention Strategy Net Promoter Score Employee Engagement 86

Integrity Solutions

JUNE 13, 2023

They are the key to employee engagement, satisfaction and retention. Employee engagement is very much emotional, and it’s managers and the coaching culture they create that can make or break those emotional ties. They forge stronger bonds and greater trust between employees and their managers.

Employee Engagement 86

Employee Engagement Culture Engagement Management 86