Integrity Solutions

JUNE 18, 2021

Being a coach for sales teams has never been more important. Here are 10 sales coaching articles that can inspire new thinking, motivate your sales leaders and ultimately move the needle on your sales team’s performance. When your sales leaders hear the word “coach”, what comes to mind for them?

Sales 96

Sales Leadership Infographics Culture 96

Vonage

MAY 8, 2017

To grow and adapt, everyone needs to understand the business inside-out, and the only way to do this is through consistent, measurable training methods and strong ongoing leadership. Customer service agents can work from home and sales representatives can work on-the-go. Is it sales or stalking? Is it sales or stalking?

Sales 159

Sales Tips Training Travel 159

Vonage

SEPTEMBER 16, 2016

Their hiring and training is focused on customer service, and they truly deliver it. Here are some areas that differ between customer-focused companies and operations-focused companies: Empowerment: Employees in a customer-focused company are given the freedom to make decisions for the benefit of the customer.

Customer Focused 120

Customer Focused Company Infographics Poor Customer Service 120

ECXO

SEPTEMBER 30, 2024

Harmonizing Success: How Sales Teams Can Collaborate with Internal Teams to Enhance Customer Experience The ongoing conflict between sales teams and internal departments can really mess up the customer experience, leading to mixed-up interactions and disappointed expectations.

Sales 156

Sales Customer Experience Innovation Culture 156

Experience Investigators by 360Connext

JANUARY 28, 2020

Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019. Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. It’s time to build some bridges. What a gift!

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Customer Bliss

MARCH 16, 2016

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions). Proving it with actions.

Leadership 100

Leadership Chief Customer Officer Culture Metrics 100

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

Leadership 100

Leadership Chief Customer Officer Customer Journeys Metrics 100

Customer Bliss

FEBRUARY 22, 2016

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. This is important in any leader, but especially in a customer-focused CEO.

Customer Focused 100

Customer Focused Leadership Social Media Customers 100

ECXO

JUNE 23, 2024

Customer success is not just the responsibility of one team. Sales, Marketing, Product Development, and other departments should work together with the Customer Success team to ensure a consistent and delightful customer experience. Recognition is a powerful motivator, and it can help keep your team motivated and engaged.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

ECXO

OCTOBER 7, 2024

Whether it’s harnessing the power of data analytics for deeper insights or implementing cutting-edge technologies to elevate interactions, your role is to redefine what exceptional customer service means. Empowerment lies at the core of your leadership. Employees are the frontline ambassadors of customer experience.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

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.

Sales 102

Sales How To Competitive Advantage Training 102

Help.com

OCTOBER 13, 2014

With a team that’s totally wedded to the Apple culture, Cupertino doesn’t need to sweat the imitation Apple Stores now popping up with identical furniture and Apple gear for sale. Look around and you’ll see businesses focused obsessively on the short term: this month’s sales target or this quarter’s analyst projections.

Culture 100

Culture Customer Focused Company Competitive Advantage 100

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. They have many great CX applications, and it’s always exciting to work on cutting edge solutions!

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. What if standards for every role could be defined by customer expectations rather than industry norms? After all, low hanging fruit and quick wins are great confidence boosters.

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

ECXO

MARCH 21, 2023

This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer. The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. It includes focusing the organization on one-company experiences. Unite your business’ leadership.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

Blake Morgan

NOVEMBER 5, 2024

Here’s a breakdown of Edelman’s approach: Empower the Customer : AI should enable customers to accomplish tasks effortlessly, acting on their behalf to streamline experiences. Think of Uber, which uses data to connect customers to rides instantly. Reach the Customer at the Right Time : Timing matters. 8CXLaws.com.

Strategy 59

Strategy Leadership Connections Brands 59

SurveyGizmo

JULY 14, 2020

By Vanessa Bagnato, Director of Enterprise Solutions, with Jenny Lewis, Director of Sales for Enterprise Account Management, and Nolan Frazier, Director of Sales for New Business. When the customer drives the sales process, everyone wins. It also helps businesses reduce churn and nurture customer relationships.

Sales 98

Sales CRM Feedback Leadership 98

Blake Morgan

APRIL 1, 2025

On this episode of The Modern Customer Podcast , we unpack the emotional mechanics behind buying behavior with Jeff Shore author, keynote speaker, and founder of Shore Consulting , known for helping sales teams connect more meaningfully with customers. Blake Morgan was called The Queen of CX by Meta. 8CXLaws.com.

Ecommerce 59

Ecommerce Leadership Consulting Customers 59

Customer Bliss

JUNE 6, 2019

“I am a bridge builder and I really like that aspect of my role,” says Yamini Rangan , chief customer officer at Dropbox , a SaaS company that offers file storage and collaboration solutions to both individuals and companies. Her love for being customer-focused was what helped drive her success at Dropbox, .

Chief Customer Officer 152

Chief Customer Officer Feedback Customer Journeys Leadership 152

Customer Bliss

SEPTEMBER 12, 2017

This was a recent product launch within Cisco focused on opportunity targeting and understanding the specific buyers Cisco has. It was actually the first-ever time Cisco rolled out a program that really focused on where the sales team — a power core there — needs to “point and shoot.”

B2B 0

B2B Leadership Data Technology 0

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. What if standards for every role could be defined by customer expectations rather than industry norms? Leadership #CustomerExperience #CXDesign. CX champions).

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. What if standards for every role could be defined by customer expectations rather than industry norms? Leadership #CustomerExperience #CXDesign. CX champions).

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

Customer Bliss

SEPTEMBER 26, 2017

In short: the success of prior projects, especially if your organization is already customer-focused. Sandy had other titles, such as Customer Care Manager and a VP of Customer Success role. sales) and stakeholders (i.e. But still be vocal and share the needs back to the leadership level.” ”

Chief Customer Officer 0

Chief Customer Officer Customer Journeys How To Leadership 0

C3Centricity

MAY 11, 2020

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? As mentioned above, everyone has a role to play in satisfying and delighting the customer. Reach Outside The Organization.

Strategy 246

Strategy Customer Centricity Chief Customer Officer CRM 246

GetFeedback

JULY 23, 2018

Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. A customer journey map is a tool that tells the story of a customer’s experience of interacting with your brand. What’s key?

Omni-Channel 218

Omni-Channel Customer Journeys Retail e-support 218

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. MORE SALES! Customer Value X 2.72 Absurd, right?

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. Customer Centric Quotes The first set of quotes about customer experience highlights the importance of focusing on the customer.

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

ShepHyken

MARCH 31, 2021

If you’re not working directly with customers, one of the best ways to learn what’s really happening on the front line is to spend a shift with a customer support agent or go out for some sales calls. There you have it, three ways you can get to know your customers even better. Follow on Twitter: @Hyken.

Customer Service Training 158

Customer Service Training Feedback Customers Groups 158

CX Accelerator

JULY 1, 2020

A plan could be bulletproof, but without leadership buy-in and an OCM and communication plan to support it, it will struggle to thrive once rolled out. Nick’s background in sales, marketing and contact center solutions serves as the framework for his advanced expertise in the field of customer experience.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

Kristina Evey

MARCH 8, 2018

Long lumped in with Customer Service, the entire Customer Experience concept is finally being acknowledged as a weighty differential in the quest to build customer loyalty and increase sales. But to be sure, focused analysis needs to be done. Then do the same with customers. So, what to do?

Customer Experience 149

Customer Experience Leadership Exercises Groups 149

Beyond Philosophy

JANUARY 23, 2020

However, if you want to be one of the 75 percent that is still working at making your organization more customer-focused, and you want to show that your programs well, work, here’s what you have to do: You need to engage in research on what drives value for customers in reality.

Return on Investment 177

Return on Investment Customer Experience Professionals Leadership Consulting 177

Integrity Solutions

MARCH 4, 2020

As they weigh purchase options and evaluate vendors, B2B buyers expect sales teams and their companies to behave in ethical ways. . Harvard Business Review reported on research conducted by Bain, which has taken the 40 distinct kinds of value that B2B offerings provide customers and organized them into a pyramid with five levels.

Sales 66

Sales How To Culture B2B 66

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

Lumoa

MARCH 21, 2023

Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” Customer service is not a department. It’s a philosophy to be embraced by everyone, from the leadership to the most recently hired. “ ”Who should read the book?

Customer Experience 221

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 221

Beyond Philosophy

NOVEMBER 27, 2017

There are nine orientation areas that we use to determine a company’s customer centricity level. Customer Strategy. Culture & Leadership. From senior management to “back office” staff, Natural companies believe everyone should interact with customers and have channels for this interaction to occur. Measurement.

Company 160

Company Customer Centricity Leadership Consulting 160

Experience Investigators by 360Connext

JULY 28, 2020

A customer-centric mindset often flies in the face of traditional business education and legacies. Business plans include sections on Products and Services, Sales, Marketing, Management and Finances. They rarely include the word customer beyond discussing how to acquire them. What do we need to get there?

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225