Nutshell

OCTOBER 9, 2019

“National Customer Service Week.” It sounds like a made-up holiday that megacorps use to keep their frontline customer service representatives happy. In reality, National Customer Service Week has been recognized by U.S. Congress since 1992 (the irony is not lost on me). Now, Nutshell isn’t a huge company.

Customer Service 95

Customer Service Customer Hiring How To 95

The Sales Hunter

JULY 25, 2013

Uncover at least 3 needs the customer has. Now, here’s the kicker to what I saw in Starbucks: When the salesperson finished, she asked the customer to complete a quick survey as to the job she did on the presentation. She said her boss asked her to get feedback from customers. Secure a next step.

Cold Calling 217

Cold Calling Selling Skills Customer Service Consultative Selling 217

SBI Growth

NOVEMBER 8, 2012

Customer service does not touch prospects at all. A company’s information about existing customers is vast. Sales, marketing, and customer service talk to customers every day. Survey these prospects. Sales can get appointments but with only a fraction of the market. Information flow is rich.

Customer Service 288

Customer Service Account Survey ACT 288

No More Cold Calling

JANUARY 3, 2019

They work collaboratively with their sales team, customer service team, product team, marketing team—you name it. It’s also key for sales success. Top salespeople ask prospective clients lots of questions to get to the real problem. These top reps aren’t lone rangers.

Google 299

Google Face-to-face Cold Calling Survey 299

Zoominfo

MARCH 27, 2018

A quarter of Millennials are fully engaged customers, and their engagement is highly dependent on technology ( source ). Customer service interactions over Twitter have increased 250% in the last two years ( source ). On average 29% of B2B customers are fully engaged ( source ). Customer Engagement Challenges.

Customer 196

Customer Channels Consumer Customer Service 196

Sales and Marketing Management

AUGUST 8, 2017

This can be accomplished and, more importantly, scalable through live chat sales and customer care. A recent Oracle survey noted that only 40 percent of participants currently employ a live chat platform ( Source ). Not only are customers provided more convenience with a live chat platform, but company savings are significant.

Retail 206

Retail Oracle Social Media Consumer 206

Score More Sales

MAY 30, 2013

It is time to review how a customer experiences your brand says IBM. The annual “State of Marketing” Global Survey of Marketers has again been completed, and results were announced at the Smarter Commerce Global Summit last week. A shocking statistic of $83B lost each year in poor customer experiences.

Marketing 241

Marketing Lead Rank Lead Scoring Survey 241

Smooth Sale

JUNE 8, 2022

Attract the Right Job Or Clientele: Do You Ensure a Smooth Running Customer Service Department ? Our collaborative Blog provides insights on ‘How to ensure a smooth running customer service department.’. Sometimes the wait for customers is extraordinarily long, and on occasion, the line drops to begin again.

Customer Service 78

Customer Service Customer Hiring System 78

Zoominfo

OCTOBER 27, 2020

When you address a customer by their name, you make them feel good, and thus more likely to buy your product or service. Think about it: have you ever gone to a company’s website, or called their customer service line with the hopes of speaking with a real person. Yet were met with a host of automated messages?

B2B 246

B2B Marketing Segment Scale 246

SBI Growth

SEPTEMBER 15, 2013

A customer survey was launched and aggregated. Each of his 80 sales reps ‘listened’ to their customers through LinkedIn and Twitter. They changed their messaging to focus on customer care. They picked up 2 new clients in Q3 that were drawn to the customer service approach.

Tools 300

Tools Sales Tools Collateral Vendor 300

Sales and Marketing Management

MARCH 14, 2018

Thus, the key to profitability is to slow customer churn and nurture growth. Reinvent Customer Service. It’s an attitude that many customer service departments adopt. If customers call in, reps spring into action. Here are three tips to get you on your way. If not, they assume all is well.

Retention 223

Retention Customer Loyalty Remedy 223

Sales and Marketing Management

MARCH 16, 2018

With longer sales cycles, fewer qualified opportunities, and more stakeholders, the basic work of enticing customers – and getting them to stick around – becomes markedly more complicated. Overall, 61% of those businesses surveyed consider automation and smart factories to be a boon to the industry – compared to 5% who see it as a threat.

B2B 195

B2B Company Hiring Discount 195

Zoominfo

SEPTEMBER 24, 2019

Here are a few ways to collect customer feedback in a constructive way: Automated satisfaction surveys. Develop a system to automatically offer a customer satisfaction survey to collect the information you need to fix the problem at hand. Customer service follow up.

Cancellation 171

Cancellation Remedy Lead Rank Lead Scoring 171

Pointclear

FEBRUARY 21, 2013

Bob shared his perspective on how inside sales strategies have grown in popularity as companies strive to improve customer service and boost sales as efficiently as possible. My guest today is Bob Perkins, Founder of AA-ISP and Vice President of Inside Sales at Merrill Datasite.

Inside Sales 240

Inside Sales Skype Face-to-face Field Sales 240

SBI Growth

OCTOBER 20, 2012

Software Firm: The annual Employee survey is overflowing with negative comments about the incentive plan. Reps were engaged in customer service and billing issues that distracted them from selling. Technology Company: More than 60% of the sales force are on a trajectory to miss their number. Is the compensation model to blame?

Compensation 267

Compensation Incentive Incentives Lead Rank 267

The Sales Hunter

DECEMBER 2, 2011

Have you taken our quick sales survey yet?! Sales Motivation: Leverage Your Best Customers. customer service. Sure, you may have the feeling you’re busy, but you won’t accomplish anything. What would you add to either list? Please comment. It’s super easy. Your opinion matters ! ” Sales Motivation Blog.

Motivation 275

Motivation Training Hiring Ideal Customer Profile 275

Zoominfo

AUGUST 31, 2020

According to HubSpot research, 93% of consumers will be repeat buyers at companies with excellent customer service. With stakes that high, it is perhaps ironic that the early steps of building customer loyalty start with the figurative eyes and ears of a company. Build Loyalty.

Ideal Customer Profile 264

Ideal Customer Profile Lead Rank Marketing Loyalty 264

Understanding the Sales Force

SEPTEMBER 17, 2014

Although it''s an easy survey to take, it''s a crucial that we produce this unbiased study. Salesforce.com''s Blog posted an article of mine that asks whether or not you can turn customer service reps into salespeople. The study must be inclusive and not just for huge companies and that''s why I need your help.

Inside Sales 217

Inside Sales Outside Sales Study Distribution 217

Zoominfo

FEBRUARY 12, 2021

Customers do their research, ask questions, and even address customer service issues on social channels. Organizations understand that prospects are conducting more research in potential vendors, including Ziff Davis who recently did a survey on B2B social selling. But that doesn’t mean B2B has to miss out on all the fun.

Social Selling 263

Social Selling B2B Social Media Top of Funnel 263

Pipeliner

FEBRUARY 23, 2024

The concept of customer service has evolved from a post-sale afterthought to a key driver of business success. Today, it’s not just about solving customer problems but creating an experience that resonates with them at every touchpoint. This brings us to the core concept of holistic customer service.

Customer Service 59

Customer Service Customer Company Lead Rank 59

Membrain

FEBRUARY 19, 2020

Every year, businesses lose billions of dollars in sales due to bad customer service. In 2016, a survey from NewVoiceMedia quantified the amount of money lost that year by US businesses at roughly $62 billion.

Churn 125

Churn Customer Survey Customer Service 125

Sales and Marketing Management

JULY 7, 2019

Author: Alfred Baumbusch Over the past four decades, manufacturing, distribution and some service companies have invested management time and attention, consulting dollars and technology expense to properly balance supply commitments and realized demand. The results have been spotty at best.

Sales Operations 212

Sales Operations Lead Rank Fashion Distribution 212

Zoominfo

APRIL 17, 2019

Delight: Your ultimate goals are to increase customer retention (bolstering the “size” of your flywheel) and boost the positive word-of-mouth around your company. Use Net Promoter Score surveys, monitor review sites, and track other metrics related to customer satisfaction.

Top of Funnel 228

Top of Funnel Funnel Lead Rank Sales Qualified Lead 228

Zoominfo

AUGUST 29, 2018

One of the easiest methods to gauge customer sentiment is to survey or poll your customers. Ask your customers or a segment of your audience about their feelings towards your brand. Or, conduct a product survey that focuses less on specific product features and more on their emotional response to them.

Analysis 176

Analysis B2B Airlines Marketing 176

Zoominfo

MARCH 4, 2018

Surveys : The quickest way to understand what your prospects and customers want is to ask them. Ask a segment of your users or website visitors to take a survey regarding their experience with your brand, their buying preferences, or product suggestions. Then, use their responses to tailor the customer experience.

Marketing 194

Marketing Scale Segment Channels 194

Allego

JANUARY 13, 2022

In doing so, the company garnered the attention of several organizations during 2021, winning awards and accolades for its technology, customer service, and workplace culture. The Boston Globe once again named Allego one of its Top Places to Work in Massachusetts , its employee-based survey project.

Lead Rank 157

Lead Rank Lead Scoring Journal Software 157

Bernadette McClelland

MARCH 11, 2018

It can’t just be up to the girls in customer service. We can never underestimate the power of those conversations and the gold that they deliver, when approached with the right intention. When we talk about playing ‘the long game’, that means that the way we think about selling, per se, must change.

Lead Rank 294

Lead Rank Loyalty Lead Scoring Face-to-face 294

Sales and Marketing Management

NOVEMBER 8, 2017

And those more engaged employees always are a welcome boost to your customer service arsenal. Listening to Employees Like Customers. Companies routinely use smart information to create opportunities for personalized engagement, and they can evaluate employee engagement the same way they evaluate customers.

Data 218

Data Customer Scale Trends 218

Miller Heiman Group

APRIL 28, 2020

Organizations strive for a branded, differentiating experience that revolves around customer experience best practices. When sellers encounter an upset customer, they jump through hoops to appease them and scour social media for opportunities to mitigate negative word of mouth. Here’s what we learned. Here are some examples.

Loyalty 103

Loyalty Customer Survey Customer Service 103

Zoominfo

SEPTEMBER 25, 2020

According to Gallup, the analytics company well known for its polls, if companies can connect with B2B customers by acting as trusted advisers, those businesses enjoy 50% higher revenue and 63% lower customer churn.

Loyalty 190

Loyalty Scale Customer Marketing 190

Zoominfo

JUNE 24, 2018

It’s just as important to show customer appreciation as it is to acknowledge customer complaints. Use surveys to get honest feedback: Surveys help build trust with clients by demonstrating a company’s active engagement in the satisfaction of their customers.

Customer 133

Customer Social Media Discount Knowledge Base 133

Sales and Marketing Management

NOVEMBER 1, 2018

The technology acts as a virtual assistant that helps sales and customer service teams access important customer data with a simple voice command. This technology is crucial in the fast-paced and time-sensitive sales world, where a timely response to a customer inquiry can make or break a sale.

CRM 209

CRM Small Business Small Business Analytics 209

Zoominfo

JANUARY 11, 2021

So let’s get down to creating a customer profile with these five steps: 1. Identify your best customers. Customers stay in contracts because they’re satisfied with what you offer in product and in customer service. Survey your best customers.

Ideal Customer Profile 162

Ideal Customer Profile B2B Buyer Persona Top of Funnel 162

Sales and Marketing Management

JANUARY 23, 2018

Regardless of how much a company might try to step away from email in favor of project-based communication or real-time customer service platforms, email continues to be the most reliable option given its widespread use. Make your words count. Be clear and concise.

Decision Maker 180

Decision Maker How To Cold Calling Transportation 180

Tenbound

MAY 9, 2024

Components of the Voice of the Customer The VoC can be visualized through various models that highlight its different components. Common elements found in these models include: – Surveys and Focus Groups: These are traditional methods of collecting data where direct questions are posed to gather quantitative and qualitative data.

Customer 102

Customer Social Media Lead Rank Survey 102

Zoominfo

SEPTEMBER 19, 2018

This gives you a number between -100 and +100, with a score above 0 indicating a positive customer experience. Example: An NPS survey shows 40% of your customers are promoters and 10% are detractors. Think about it, each department within your company is responsible for a different aspect of the customer journey.

Promotion 150

Promotion Scale Referrals How To 150