InMoment XI

MARCH 27, 2024

Given these stats, it’s no surprise that sales-oriented corporations are taking a backseat to tech innovators, customer experience leaders, and automotive brands with a strong digital presence and great online reputation. Car Dealership Reputation Management The key is to make experience — not sales — the priority.

Automotive 260

Automotive Management Social Media Feedback 260

Experience Investigators by 360Connext

FEBRUARY 3, 2020

You may not work directly in customer service or sales, but you can provide this kind of happiness for your customers. . Improving employee happiness raises sales by 37%, productivity by 31%, and accuracy of task completion by 19%. The occasional company-wide training workshop. On-site CX Workshops.

Training 197

Training Course How To Healthcare 197

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. Successful sales people know is about doing something for the customer – not to the customer. Why are you doing the training?

Training 52

Training Sales Culture Management 52

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. ’s 9 Binge-Worthy Marketing Podcasts.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

One Millimeter Mindset

SEPTEMBER 13, 2018

These 3 Industry40 soft skills are mandatory skills for personal development and leadership success in Today’s and Tomorrow’s evolving, complex business ecosystem. Instead, isn’t it time to develop the leadership soft skills for Tomorrow and the Future? Beyond our current personal development and leadership comfort levels?

Leadership 71

Leadership Communication Industry Knowledge Base 71

Customer Bliss

MAY 31, 2018

Antonio has a lot of experience blending marketing and sales. Based off his experience in marketing and sales, and managing an Air Liquide branch, he realized that improving customers’ lives is meaningful and wanted to be a part of that. Why is it important? What are the benefits it will bring us?

B2B 107

B2B Industry Leadership Conference 107

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. An organization’s leadership must believe in the value of customer experience. Customer experience will happen whether or not you talk about. 15 Tips to Help You Communicate About Customer Experience 1.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

ShepHyken

AUGUST 25, 2024

Two of my favorites (out of the ten) are the first one, which recognizes that leadership must be 100% on board. I teamed up with Leslie Rae and Whiteney Horton to collaborate on an article about the combination of sales and customer service. That’s where it starts! Yes, they go together like peanut butter and chocolate!

Self Service 80

Self Service Customer Service Chatbots Customer Centricity 80

Optimove

JULY 29, 2024

Focus on Continuous Improvement: Regularly conduct workshops and review meetings to refine strategies and adapt to new technologies. It provides retail services through more than 47,000 global points of sale and serves over 1.8 Conducted local workshops and London-based meetings for consensus-building and information updates.

Marketing 52

Marketing Customer Experience Sports CRM 52

Qualtrics

MAY 2, 2019

In November, Qualtrics’ Women’s Leadership Development (WLD), the employee resource group that helps drive gender parity, announced that the group was going to be involved in the SheTech Explorer Day this April. When they’re not exploring the TechZone, they’re able to take part in various workshops. How Was Qualtrics Involved?

Leadership 40

Leadership Groups Industry Feedback 40

ShepHyken

APRIL 25, 2023

One day he asked a Frito-Lay salesperson if he could spend a day and learn about the sales process. Montanez became an executive and worked his way up to VP of multicultural sales for PepsiCo America, the holding company for Frito-Lay. So, are you an employee who’s willing to share your ideas with leadership?

Insurance 104

Insurance Customer Service Training Meeting Leadership 104

One Millimeter Mindset

MARCH 6, 2019

Post sale execution experience makes or breaks customer experiences. Then, the original sales professional is not part of these critical, post sale steps. When gaps in post sale execution persist in organizations and associations, why are internal stakeholders still so surprised? Or worse, something in-between.

Sales 68

Sales Customer Confidence Touchpoint Communication 68

One Millimeter Mindset

AUGUST 23, 2018

Do management and leadership address these factors with you? Once they consummate the sale, and the contract is signed, they hunt up their next deal. Then, post-sales customer support teams often find themselves in fire-fighting mode. Not how awesome the pre-sale activities and customer courtship are. Every now and then?

Customer Retention 133

Customer Retention Sales Measurement Loyalty 133

Lumoa

MAY 5, 2022

It can open up new opportunities, additional sales and long-term customer relationships. Developing CX leadership requires collaboration and communication with customers, employees, and partners. This means breaking the barriers around IT, CRM, digital marketing, branding, sales, customer service, and e-commerce.

Strategy 277

Strategy Customer Experience How To Analysis 277

ECXO

MAY 29, 2024

The Essence of Cross-Functional Teams Cross-functional teams consist of individuals with a wide range of skills and experiences from different parts of a company, including sales, marketing, product development, and customer service. Establish Strong Leadership: Every team needs a conductor.

Innovation 156

Innovation Culture e-support Feedback 156

CSM Magazine

AUGUST 23, 2024

Emphasizing Leadership and Team Development Building a strong, confident, and capable team is not just an aspiration—it’s essential. Whether it’s attending workshops, networking with industry professionals, or staying up-to-date with the latest trends, expanding your knowledge keeps you ahead in your field.

Customer Service 52

Customer Service Management How To CRM 52

ShepHyken

MAY 13, 2024

.” He wrote that Starbucks’ stores, beset by labor challenges and declining sales, need a “maniacal focus on the customer experience, through the eyes of a merchant.” Under his leadership (three different times), the company grew and flourished as a brand known for its excellent customer experience.

Customer Service 73

Customer Service Loyalty Programs Customer Retention Metrics 73

One Millimeter Mindset

JULY 9, 2020

Professionals involved in the post-sale care and feeding of newly-acquired customers. First, these post-sale people offer clients insight into what’s next and what’s new in your company’s product, service, and system offerings. But, because of the post-sale support continuum and new product innovation your company offers them.

Company 96

Company Sales Leadership Innovation 96

Experience Investigators by 360Connext

APRIL 23, 2024

Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales. This loyalty translates into substantial financial benefits, as loyal customers are not only more likely to make repeat purchases but also to advocate for the brand, thereby increasing referrals and sales.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Lumoa

MARCH 21, 2023

I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. It’s a philosophy to be embraced by everyone, from the leadership to the most recently hired. I hold nothing back. This is a book for everyone in any position in any organization.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Experience Investigators by 360Connext

JUNE 13, 2023

Yet traditional marketing goes up to the sale. Customer experience requires attention, discipline, and meaningful leadership. This center actively supports other departments by providing necessary tools and guidelines, organizing workshops, and sharing best practices for improving the customer experience.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

ChurnZero

APRIL 8, 2022

It’s the definitive Customer Success leadership summit. At other conferences, I have sometimes felt like I’m sitting through a sales pitch, and I didn’t feel like that in any of the sessions I attended at BIG RYG. It’s a sales-free safe space. Clear your calendar and register today ! What’s BIG RYG?

Customer Success 98

Customer Success Conference Leadership Omni-Channel 98

Experience Investigators by 360Connext

JANUARY 5, 2021

Here are six foundational practices we use when consulting and workshopping with our clients to get specific and create that organizational magic. In workshops , I start with a “recent customer profile” exercise to highlight how easy it is to get far away from actual customers. Many organizations started as a “sales” culture.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

ShepHyken

DECEMBER 3, 2023

Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. Often, this falls into the marketing and/or sales departments. At the heart of business growth is a marketing and sales strategy.

Customer Service 60

Customer Service Loyalty Programs Loyalty Customer Service Training 60

Talkdesk

APRIL 12, 2016

TOPO Sales Summit 2016 was a whirlwind of information, insights and debate. With two days of content, four tracks and 30+ sessions and workshops, TOPO Sales Summit 2016 really packed a punch. As a form of summary, we’ve compiled some of the most memorable quotes from TOPO Sales Summit 2016. Click to Tweet.

Sales 40

Sales eBook Conference Case Study 40

Customer Bliss

JANUARY 10, 2019

His sales team positively encourages customers, telling them that they have the power to make a choice that matters. the sales reps converse with customers by asking questions like, “Do you know you have a choice?”. CX #Leadership Click To Tweet. Make it Easy for Customers to Say Yes. About Michael Bair.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Leadership 155

Experience Investigators by 360Connext

APRIL 25, 2023

When leading workshops with leaders, I often start with a simple exercise. Lost sales, service costs, high return rates, and even employee turnover are all happening without real focus on these practices. And part of this is evaluating leadership, too. Tell me about your last interaction with a customer.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

ShepHyken

APRIL 14, 2024

17 Tips For Building Brand Loyalty With Thought Leadership Content by Forbes Expert Panel® (Forbes) For many companies, to achieve brand loyalty among their customers is the ultimate goal. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Net Promoter Score 73

Net Promoter Score Loyalty Programs Customer Service Ecommerce 73

One Millimeter Mindset

JANUARY 21, 2021

The object is to justify investment in the project (or sale) based on anticipated outcomes. When I work with individuals and teams to build their cross-functional leadership skills, we address everything of value which is overlooked in “doing” their jobs. Easy- peasy. Maybe not so much as we move forward together in 2021.

Leadership 81

Leadership Return on Investment Innovation Groups 81

Clarivate

MAY 12, 2022

INTA workshops and panels. Ronda Majure participated in The Women’s LeadershIP Initiative Workshop , lending her expertise on a panel titled Charting Your Own Course: Developing an Effective Leadership Style. How can smart contracts impact the first sale doctrine?

Meeting 52

Meeting Leadership Analysis Innovation 52

One Millimeter Mindset

OCTOBER 8, 2020

Taking the risk to identify, create and learn to tell your own stories is the key to professional success and cross functional leadership. Masterminds and workshops available for teams as well. Are you ready? Then take the next one millimeter step forward and contact me here for a complementary conversation about your needs.

Entertainment 117

Entertainment Leadership Communication Connections 117

One Millimeter Mindset

SEPTEMBER 24, 2018

When your sales CRM tells you what the next step to close the customer should be, do you ever ask yourself whether this step makes sense? Hire me to speak or conduct a workshop at your next corporate or association event. If not today, tomorrow? At this particular time? What are your next steps? Today and Tomorrow. Contact me.

Strategy 213

Strategy B2C Customer Retention B2B 213

ChurnZero

SEPTEMBER 8, 2021

SaaStr Annual is comprised of 100s of workshops, and 1000s of mentoring sessions – all to help you scale faster. BIG RYG Customer Success Leadership Summit is brought to you by ChurnZero and is the only in-person event for Customer Success leaders and their strategic teams that is taking place this year.

Conference 95

Conference Leadership Industry Customer Success 95

One Millimeter Mindset

FEBRUARY 13, 2019

How can chapters continuously attract the right pro-bono leadership committed to developing a relevant mix of programming and benefits to keep members excited about and committed to attending monthly chapter meetings? Is chapter leadership actively engaged in making each member welcome throughout each meeting?

Leadership 63

Leadership Guidelines Meeting Engagement 63

InteractionMetrics

AUGUST 14, 2024

Whether it’s tech support, consumer affairs, front desk personnel, or inside sales, ensuring that every interaction is exceptional is crucial. Why You Need a Customer Service Consulting Firm The quality of customer service impacts everything from how your customers perceive your brand to sales.

Consulting 52

Consulting Customer Service Company Call Recording 52

BirdEye

JUNE 4, 2021

Despite these changes, many businesses maintain the same leadership structure they have had for decades. We sat down with Brandon Dowdy-Ernst, CXO of Smile Workshop to understand what exactly a Chief Experience Officer does and whether every company should have one. Can you tell us a little bit about Smile Workshop? Try Birdeye.

Social Media 98

Social Media Touchpoint Customer Journeys Communication 98

One Millimeter Mindset

SEPTEMBER 12, 2018

Or, the biz card or professional profile on LinkedIn is full of marketing and sales spiel and lingo which appears light-hearted and almost self-deprecating, with pseudo-titles created for what they do. Did you know that my keynotes and workshops are tailor-made for the professional peacocks in your life?

Customer Experience 118

Customer Experience Social Media Sales Innovation 118