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.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

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?

Sales 86

Sales Workshop Culture Leadership 86

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?

Sales 52

Sales Culture Management Leadership 52

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 Workshop Culture Management 71

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 2015 Workshop Communication 71

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 Customer Experience Customer Journey Mapping Net Promoter Score 304

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 Seminar Leadership Workshop 107

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.

Article 73

Article 2024 Customer Service Loyalty Programs 73

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?

2011 105

2011 Workshop Insurance Customer Service Training 105

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 Workshop Customer Confidence Touchpoint 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 Workshop Measurement Sales 133

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

ClearAction

NOVEMBER 3, 2023

Your CX team doesn’t have access to all the data for this issue, but this past month, this issue caused these costs: $30K returns, $12K credits, $8K discounts, $6K loyalty incentives, $4K technologies to address it, and $80K lost sales. Every work group got their own workshop, and they each made 2 action plans.

ROI 62

ROI Workshop Loyalty Sales 62

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.

Article 61

Article Customer Service 2023 Loyalty Programs 61

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.

2024 73

2024 Net Promoter Score Article Loyalty Programs 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.

Workshop 96

Workshop Sales Leadership Innovation 96

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 Workshop Events Feedback 40

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

ShepHyken

SEPTEMBER 7, 2023

Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Emphasize the importance of collecting and acting on feedback , as well as sharing results with product, sales, and marketing teams. Partnering with your sales team here can help.

Customer Success 135

Customer Success Return on Investment Customer Centricity B2C 135

ClearAction

NOVEMBER 16, 2023

Evidently, senior leadership teams and boards of directors are unaccustomed to using VoC to navigate shifting market needs. While the data was very fresh, we went on a global road trip to conduct cross-functional action planning workshops. Unfortunately, some senior leadership teams decide to disband all the CX staff.

Voice of Customer 62

Voice of Customer B2B Leadership Workshop 62

ijgolding

MARCH 14, 2017

If you have ever worked in a company that is looking to improve its sales, often Customer Experience(CX) is defined as the solution. Normally a CX expert is drafted in and a workshop created for the key stakeholders. The post So you attended the Customer Experience workshop, what now??? Therefore, the company own the plan.

Workshop 59

Workshop Customer Experience Travel Culture 59

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 Workshop Innovation 81

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 Workshop 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

Michel Falcon Experience

APRIL 3, 2019

Not only that, I’m going to teach you how to host a customer journey mapping workshop for your company. Listen to what Steve Mascarin, a local dentist here in Toronto had to say after we hosted a customer journey mapping workshop for his company. Prior to the workshop, this is how we prepared. Well, there’s a lot.

Customer Journey Mapping 94

Customer Journey Mapping Customer Journey Workshop Customer Experience 94

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.

B2C 213

B2C Workshop Customer Retention B2B 213

Experience Investigators by 360Connext

MAY 20, 2015

Keynotes, Coaching and Executive Workshops. Their leadership team is made up of people who are working together and leaving egos at the door. Kicking off the year or the quarter or the sales meeting with a workshop on how to better focus on customers is a great way to move the needle quickly.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

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?

Workshop 63

Workshop Leadership 2019 Books 63

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.

Workshop 117

Workshop Entertainment Leadership Communication 117

One Millimeter Mindset

AUGUST 9, 2018

When company leadership engages in external customer experience score-chasing, they can become complacent. Engage me to speak or conduct an interactive workshop at your next corporate or association event. As long as that CX score is solid, why rock the boat? Why do the work? And discover what is possible, productive and profitable?

Workshop 126

Workshop Innovation Culture Leadership 126

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 Workshop Social Media Innovation 118

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.

Workshop 110

Workshop Sales Presentation Communication 110

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. This often gets translated into the following business text: SALES! MORE SALES! There is a basic understanding that investing in sales means earning business results. Absurd, right?

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Experience Investigators by 360Connext

MARCH 24, 2015

It’s vital to get rid of acronyms and business speak so it doesn’t sneak into customer service conversations, sales calls, or customer conversations, because it inevitably will! Gina Bhalwalkar , User Experience & Accessibility at Scottrade, led a workshop on Future State Customer Journey Mapping. Kevin Gibson, Humana #ngce.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

One Millimeter Mindset

AUGUST 29, 2018

Perhaps experience conflicts are more important when detected prior to acquiring customers than they are when they occur during post-sale execution? Now, the last thing sales people want to hear about is that there is a last thing they have to remain vigilant about. Not the last thing in a sales close “To Do” list.

Customer Retention 60

Customer Retention Workshop Sales Innovation 60

Michel Falcon Experience

JANUARY 16, 2020

And/or you can host a sales contest within your sales team to increase top-line revenue. This company’s leadership team has made a conscious decision that is negatively impacting their customer experience. Do you have plans to host a customer journey mapping workshop this year? Customer Journey Mapping. 2020 and Beyond.

2020 88

2020 Customer Journey Mapping Customer Experience Hospitality 88

One Millimeter Mindset

FEBRUARY 27, 2019

At least, that is what your sales team tells you. With a stable and loyal customer base full of repeat projects, sales assets gradually lose the capabilities needed to win new deals with new customers. Then, management and leadership are focused on the “appearance” of steady business growth. Or, are they?

Workshop 70

Workshop Download Sales Blog 70