Kerry Bodine

JUNE 23, 2015

Is there a common workshop format? In the workshops I facilitate, I like to split everyone into 3 to 5 small groups, each of which can focus on a different persona or journey. Who should be involved in customer journey mapping workshops? Marketing and customer experience folks are the obvious choices for workshop participants.

Customer Journeys 120

Customer Journeys Ecommerce Customers Groups 120

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. When I ask workshop participants what they think the issue might be, the most popular response is: fear of failure.

Sales 71

Sales Training Culture Engagement 71

Beyond Philosophy

NOVEMBER 16, 2023

Before we get into that, let’s remember a foundational element of success in marketing and sales tactics: before you plan and execute, think about what you want to get out of it. Colin has conducted numerous educational workshops to inspire and motivate your team. I would then get a cut of all the pens sold via that link.

Sales 78

Sales Strategy Social Media Advertising 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 91

Training Sales Strategy Study 91

Optimove

DECEMBER 27, 2018

Among the great feedback we received rose the repeat question – when are you going to upload the videos from your workshops to your site? The post Summarizing Optimove Connect’s 2018 Workshops appeared first on Optimove. Click here for the full conference recap. Now you can enjoy these six lectures as well.

Conference 74

Conference CRM Consulting Tips 74

Integrity Solutions

OCTOBER 6, 2020

Do they have some special sales skills that others don’t? If your sales force is somewhat normal, just 20% are high performers. After all, you have all these loyal, honest, conscientious, good people on your sales team. They watch all the videos on the latest sales techniques. Why Sales Skills Aren’t the Whole Story.

Sales 87

Sales Training eBook Video 87

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

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.

Training 52

Training Sales Culture Management 52

Lithium

JUNE 11, 2019

We are excited to announce that we will again be offering three workshops at our CX Live Pre-Conference day on October 3 rd in Austin, Texas. To sign up for these workshops, please visit the CX Live Registration Site to secure your spot. Please see below for the full course descriptions and other important details. ROI Connection.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

We are excited to announce that we will again be offering three workshops at our CX Live Pre-Conference day on October 3 rd in Austin, Texas. To sign up for these workshops, please visit the CX Live Registration Site to secure your spot. Please see below for the full course descriptions and other important details. ROI Connection.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

We are excited to announce that we will again be offering three workshops at our CX Live Pre-Conference day on October 3 rd in Austin, Texas. To sign up for these workshops, please visit the CX Live Registration Site to secure your spot. Please see below for the full course descriptions and other important details. ROI Connection.

Social Media 40

Social Media Case Study ROI Course 40

BlueOcean

FEBRUARY 22, 2024

They want to workshop risk-reward models with you. Responsive and Engaged Senior Executives In the late-stage sales cycle, with millions of dollars and a multi-year contract on the line, your potential partner should show up with their heavy hitters at the table.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

One Millimeter Mindset

SEPTEMBER 16, 2019

Especially when these omitted details surface, often inconveniently, both pre- and post-sale. Most of the time, these professionals are involved in the post-sale care and feeding of customers, once a sale is consummated. At “that” final meeting, when the sale is assumed, but not yet closed. Something different?

Sales 72

Sales Return on Investment Meeting Customer Retention 72

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

Kerry Bodine

JULY 11, 2017

Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing. When I heard one customer describe a helpful email he had received about an upcoming sale, I hastily scrawled down the details on a sticky note. Instead, I hear email about an upcoming sale and I say “Great!

Customer Insights 199

Customer Insights Customer Journeys Exercises Touchpoint 199

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

ShepHyken

FEBRUARY 20, 2024

I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to. Connect with Shep on LinkedIn.

Metrics 150

Metrics Customer Service Measurement NPS 150

Oracle

JANUARY 12, 2021

If it seems like there are no longer any boundaries for how and when sales meetings happen, that’s because there aren’t. In a recent research report , 90% of sellers reported that they’ve taken sales calls in unusual places. Marketing and sales teams need a shared set of metrics to define the sales/marketing pipeline.

Sales 52

Sales Conference Video CRM 52

ShepHyken

AUGUST 29, 2023

And guess what happens when they practice helpful behavior versus typical sales behavior? They make the sale. In these examples, the salespeople cared as much – maybe more – about me than the sale. And by the way, selling with service is a great sales strategy! Trust was created. Connect with Shep on LinkedIn.

Customer Service Training 123

Customer Service Training Sales Examples Customers 123

ShepHyken

DECEMBER 6, 2023

The best people in customer service, sales, or any frontline customer-facing job avoid escalating a confrontation to the level of a dispute. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Customer Service Training 147

Customer Service Training Customers Interaction Customer Service 147

ShepHyken

JANUARY 16, 2024

They should be looking for the experiences their customers receive during peak hours or in the middle of the night, what a sales call is like compared to a customer service call, and more. Finally, leaders should spend time on the front line, either shadowing (listening in) on customer support calls or taking the calls themselves.

Customer Service 141

Customer Service Customer Centricity Customer Service Training Survey 141

ShepHyken

JANUARY 30, 2024

Traditionally, that is marketing and sales. Typically, companies spend a lot of money training salespeople, which often falls under the sales budget, not the training budget. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service Training 95

Customer Service Training Training Customer Service Marketing 95

ShepHyken

MAY 16, 2023

The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. This can include follow-up from the salesperson, dealing with customer service for a problem, or any interaction you have with the company or brand after the sale is made.

Customer Service 120

Customer Service Advertising Sales Customer Service Training 120

BirdEye

AUGUST 7, 2023

And include information about common car issues, images, and videos showing how your workshop solves these issues. Auto repair marketing combines digital and real-world marketing strategies to generate leads, increase sales, and spread brand awareness. Invest in a professionally designed website that’s easy to navigate.

Strategy 52

Strategy Sales Marketing Social Media 52

ShepHyken

OCTOBER 10, 2023

The title of this article may sound like a lesson in sales, but it’s much bigger than that. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. It’s about the entire customer experience. Connect with Shep on LinkedIn.

Culture 147

Culture Customer Service Training Employee Experience Course 147

One Millimeter Mindset

SEPTEMBER 6, 2018

That critical time-period, the post-sale handoff of the contract for execution, involves more than a digital document passing through a CRM. Listen in on my latest video about post sale customer abandonment, and how it negatively impacts customer retention. Everyone who takes care of the customer, post-sale. Think about it.

Customer Retention 48

Customer Retention Sales CRM Customers 48

ImprintCX Articles

MARCH 5, 2024

The traditional salesperson role is to navigate the sales process from the manufacturer’s perspective, leveraging knowledge and pricing arbitrage. This power play turned sales into a craft of trickery and deception. The sales funnel, once managed predominantly by salespeople, has become automated and smarter through technology.

Self Service 52

Self Service Sales Social Media Travel 52

ShepHyken

MARCH 31, 2024

A celebrity or recognized expert who uses, talks about, and promotes a product or brand is a combination of marketing, sales, and experience. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Customer Service 81

Customer Service Government B2B Fashion 81

One Millimeter Mindset

AUGUST 23, 2018

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. They continue to do business with you and your organization based on the value of post-sales support. Close deals. Crush quotas and the competition.

Customer Retention 133

Customer Retention Sales Measurement Loyalty 133

Talkdesk

APRIL 14, 2016

Every sales organizations is looking for the secret to improving their effectiveness and their revenue along with it. The Sales Effectiveness track at TOPO Sales Summit 2016 explored the plays and tactics that contribute to the effectiveness of the world’s top sales teams. About TOPO Sales Summit.

Sales 40

Sales Multi-Channel eBook Call Center 40

ShepHyken

APRIL 14, 2024

Acquiring new customers can be difficult, and so gaining a loyal customer who happily returns to purchase your product or service again and again not only saves the company time and resources but ensures they have steady sales for a long time to come. Connect with Shep on LinkedIn.

Net Promoter Score 72

Net Promoter Score Loyalty Programs Customer Service Ecommerce 72

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

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. The C orporate Fairytale The CEO smiled at Montañez and said, “Put the mop away.

Insurance 102

Insurance Customer Service Training Meeting Leadership 102

ShepHyken

APRIL 1, 2024

A celebrity or recognized expert who uses, talks about, and promotes a product or brand is a combination of marketing, sales, and experience. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Customer Service 76

Customer Service Government B2B Fashion 76

One Millimeter Mindset

JUNE 23, 2020

Similarly, do you spiel the sales blah-blah-blah long enough to close a contract? Without any real intention of walking your story to create post-sale continuity to retain clients? Engage me to present one of my One Millimeter Mindset speaking programs, workshops, coaching and mastermind groups. The never-ending story.

Sales 110

Sales Resources Communication Groups 110

BirdEye

MARCH 6, 2023

Enter Birdeye — a platform that makes it easy for local businesses of any size to deliver top-notch digital experiences to engage customers and grow sales. Marque clients include David’s Bridal, Smile Workshop, Vibra Healthcare, RE/MAX, Blaze Pizza, V, and Strickland Brothers 10 Minute Oil Change.

Healthcare 98

Healthcare Automotive Hospitality Social Media 98

Storyminers

SEPTEMBER 11, 2020

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. His prospects were decreasing in size. We ditched our CRM and replaced it with something different and way better. Nimble is a game-changer for us.

Case Study 147

Case Study CRM Study Customer Experience 147