Trending Sources

The Disconnect in Healthcare Customer Service

Increase Sales

” How many of us have experienced similar healthcare customer service?  Later that same day I had a conversation with a colleague who was sharing her frustration with some healthcare customer service from a local provider. This is not great healthcare customer service. little professional healthcare  customer service not to mention compassion would have been nice. Why is there this disconnect in healthcare customer service? Ed is his own common sense way stated “I know and a lot of that was in your waiting room.”

The Best B2B Customer Service I’ve Ever Seen

Dave Stein's Blog

The Client Relationship Department at Minnesota Life includes 24 associates who manage group life insurance relationships nationwide. Their commitment, quality of service, and performance is the best I have ever seen.  First, some dazzling statistics: The average Client Relationship Advisor’s service tenure is 17 years; They retained 96% of their business in 2011. These are, without a doubt, the highest customer satisfaction scores across the board that I have seen for any company in my entire career.”. Their clients do as well—nearly every one of them.

The Best B2B Customer Service I’ve Ever Seen

Dave Stein's Blog

The Client Relationship Department at Minnesota Life includes 24 associates who manage group life insurance relationships nationwide. Their commitment, quality of service, and performance is the best I have ever seen.  First, some dazzling statistics: The average Client Relationship Advisor’s service tenure is 17 years; They retained 96% of their business in 2011. These are, without a doubt, the highest customer satisfaction scores across the board that I have seen for any company in my entire career.”. Their clients do as well—nearly every one of them.

How PURE Insurance Built a Customer-Obsessed Business

The 1to1 Media Blog

PURE insurance is using its customer-obsessed business model to stand out in the insurance industry. Customer Engagement Customer Loyalty Customer Service Customer Strategy customerobsessedbusiness forrester pure Since its start in 2006, PURE has grown more than 40 percent each year, and has one of the highest Net Promoter Scores in any industry. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Sales CRM for Small Businesses with BIG Ambition

Leads360

But small businesses have an advantage too; they are known for their personalized customer service, generating repeat and referral business and for their relentless pursuit of the American dream. With Leads360 Express, sales managers will gain more control, visibility and peace of mind. It is this entrepreneurial, opportunistic spirit that America was founded on.

Delivering a Customer-Centric Mobile Experience

The 1to1 Media Blog

Meanwhile, mobile customer experience challenges aren't restricted to retail. According to The 2015 TeleTech Mobile Customer Study of 400+ U.S. adults, just 32 percent of bank customers rate their mobile experiences as "good" or "awesome" while satisfactions rates are even lower for health insurance and cable service customers. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Emerging Trends Mobile Marketing customerexperienceimprovement mobilecustomerstrategy mobileengagement

Strengthening the Pulse of Customer Centricity in Healthcare

The 1to1 Media Blog

The healthcare industry is undergoing dramatic changes, not the least of which is an increased focus among payers (healthcare insurers) and providers (physicians, hospitals, clinics, etc.) on customer centricity. Payers who historically had customers funneled to them by employers are now beginning to market to individual customers. But payers aren't the only healthcare industry participants that are blazing new trails in customer centricity. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

New endangered species – salesmen

Mukesh Gupta

One obvious answer is that they will need to re-skill themselves to take up other roles, most obvious could be in customer service or call centers which will still have to do some selling when there is a customer calling them. Customer Satisfaction customer service Ideas sales Uncategorized endangered species future of sales “What can be digitised, will be digitised” – unknown. The continuous growth of e-commerce and cloud solutions is creating a new problem of sorts – dwindling breed of salesman! You get the point right!

A technology case study: implementing what the customer wants

Sharon Drew Morgan

All Decisions Involve Change Management: an insurance case study. Customer Service – Improving the Quality of Customer Experience (bizniche). technology case study: implementing what the customer wants is a post from: SharonDrewMorgen.com. Often our focus is on getting the end-result we think we want. FIRST SIGNS OF TROUBLE. ” Julian smirked.

Team or Family? | Jeffrey Gitomer | Best Sales Trainer | Best.

Jeffrey Gitomer's Sales Blog

Health and dental insurance is provided. Life insurance is provided. And not just for our family – also for the family of people that service us. Customer Loyalty. Customer Satisfaction is Worthless, Customer Loyalty is Priceless. Store. Online Training. See Jeffrey Live! Hire Jeffrey. Who is Jeffrey? Contact. Team or Family? Here are 4.5 Name *.

The Square Peg in the Round Hold Sales Training Dilemma

Increase Sales

Sure you can dial for dollars as the insurance companies advocate or knock on doors (cold calling) and secure some SMB sales success.  No longer can businesses afford to keep a customer service department just focused only customer relationships. Gone are the days when the big guys drove the local to regional to national business. Source: US Census Bureau). 

The New Services Economy – Remaking Industries As Value Shifts From Products To Services

Software Business Blog

You see the signs around you every day … whether it is listening to your Internet radio, virtually hailing your Uber limo ride, finding and paying a flat-fee for legal document creation instead of by the hour… we are surrounded by Services. Services are being productized and are now more accessible and easy to consume. recent consumer survey that Avangate conducted revealed some interesting new data around online services. Welcome to the New Services Economy. I’m not the first to write about this. An infographic of the complete results can be found here.

Deceptive Marketing (Why the Computer World has a Terrible Reputation for Honesty) by Anthony Bondi

Increase Sales

”  My CO looked at me in a very cross way and stated “As long as I am the CO and you are the Seaman, the Navy will see this assignment as a beneficial one to its service.  Or you could go chip paint on board a steam powered rust bucket.”  Many of them disable necessary windows services to give people the illusions that they are running quicker.  Now Performing Scan.” 

Time to Get Serious on Consumer Privacy

The 1to1 Media Blog

1to1 Media Editor-in-Chief Mila D''Antonio recently wrote about how 80 million customer records at health insurer Anthem were exposed. Clearly, there''s still a lot of work that needs to be done to protect customer data. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Data Analytics Emerging Trends Extreme Trust consumerdata privacy Consumer data breaches seem to have become a regular occurrence among enterprise companies.

Why You Hate Tech Support And Love Chocolate Bon Bons.

Dan Waldschmidt

Recently, I was blown away by the stark contrast between two different customer service experiences I had recently. Their initial service package cost $69, plus we opted for the additional insurance (I know, we’re suckers). Since when is customer service something I have to pay for? —– It was the best of times. It was the worst of times.

Think Referrals Don’t Scale?

No More Cold Calling

Who does the CEO know, the mail clerk, the customer service representative? This harkens back to old insurance tactics, when an agent would deliver a policy and then ask the client to send a letter to 10 or 20 of his best friends. Who are the people on your sales, implementation, and customer service teams who touch your clients? Think again. Limited? Unqualified?

B2B Sales? They Could Be Called B2P Sales! | Sales Motivation.

The Sales Hunter

refer to these relationships as an insurance policy, because they can help you have in place what you need to fight off a remote influencer should they appear. customer. customers. customer service. About. FREE Resources. Hire Mark. Client List. Testimonials. Client Login. Mark Hunter. Client List. Testimonials. Speaking. Mark’s Insights on SALES MOTIVATION. Mark’s Insights on PRICING. Mark’s Insights on PROSPECTING. Training. Mark’s Insights on PRICING. Mark’s Insights on PROSPECTING. FREE Resources. Sales Articles. Negotiation.

The One Conversation That Could Solve Your Worst Business Nightmare.

Dan Waldschmidt

After months of painstaking work selecting this provider and spending considerable money on custom services, we were being kicked to the curb. Because we were sharing secrets with them and they were sharing their secrets with us, we worked out a comprehensive exclusivity agreement insuring that none of our competitors would ever have a chance to use the software that we were building together. It all started with an email. Around 7 p.m. As I begin to read the email chain, I could feel my annoyance turn into rage. It was worse than that though. We are voiding the agreement.

Are Your Emails Getting Deleted By Your Prospects and Customers? Five Things You Can Do to Increase the Success of Your Email Campaigns. Prospecting Email Strategies – Part Two

Keith Rosen

You can check to see if the solution provider or list management company is, in fact, blacklisted via some online resources, such as spamcop.net (a Cisco service). • Insurance. Developing an email template compelling enough to elicit a response from a prospect is hard enough. Unfortunately, this is only part of the challenge. However, that’s the point. • Marketing.

Customer Experience Excellence Is Exceedingly Rare - Think.

The 1to1 Media Blog

Customer Champions. Customer Experience. Customer Loyalty. Customer Service. Customer Strategy. Voice Of The Customer. Speaking Services. Customer Experience. Customer Loyalty. Customer Service. Customer Strategy. Voice of the Customer. Essentials for Voice of the Customer Success. Tesco Looks to Actual People to Improve the Customer Experience. When Does the "Customer" Experience Begin? Church of the Customer. Customer Experience Matters. Customers Rock!

7 Steps to Get Started With Customer Experience - Think customers.

The 1to1 Media Blog

Customer Champions. Customer Experience. Customer Loyalty. Customer Service. Customer Strategy. Voice Of The Customer. Speaking Services. Customer Experience. Customer Loyalty. Customer Service. Customer Strategy. Voice of the Customer. Essentials for Voice of the Customer Success. Tesco Looks to Actual People to Improve the Customer Experience. When Does the "Customer" Experience Begin? Church of the Customer. Customer Experience Matters. Customers Rock!

Brent's Social CRM Blog: Smarter Commerce for the Mid-Market: An.

Social CRM

Transforming Your Business for the Smarter Customer | Main. | It’s Time to Put the ISH back in CRM…OK I Definitely Need to Explain This… ». In conjunction with IBM's  Smarter Commerce initiative , the SMB Group and CRM Essentials are working on a series of posts discussing how technology is empowering today's customer, and why companies have to change their approach in order to build strong relationships with them. Then you can tailor your offerings to what a customer is interested in.  And customer service has to span all of the touch points.

Unica 10

Deciding for the Customer

Sharon Drew Morgan

My friend Chip Bell has just published a new book ( Wired and Dangerous:  How Your Customers Have Changed and what to do about it) with his co author John R. Customers expect around the clock, turn-on-a-dime responsiveness.  One grave byproduct of a culture of timidity is the ease with which it creates sluggishness that lowers customer retention.  Patterson. What’s At Risk?

Customer Retention: A Critical Selling Capability

Dave Stein's Blog

Matthew is an expert in customer retention, a critical, but often under-appreciated selling capability.  Their superior client service capabilities and the resulting astoundingly high retention rate is a clear and present competitive advantage for them.  (You can read about the details here.). What’s different about sales in a customer retention context? Unfulfilled? Surpassed?

Top 10 Resolutions to Become a Beloved and Financially.

The 1to1 Media Blog

Customer Champions. Customer Experience. Customer Loyalty. Customer Service. Customer Strategy. Voice Of The Customer. Speaking Services. Customer Experience. Customer Loyalty. Customer Service. Customer Strategy. Voice of the Customer. Essentials for Voice of the Customer Success. Tesco Looks to Actual People to Improve the Customer Experience. When Does the "Customer" Experience Begin? Church of the Customer. Customer Experience Matters. Customers Rock!

Customer Success

Sell More and Work Less

Here’s the big fact: 98% of all dissatisfied customers were not dissatisfied because of a quality problem with the product or service purchased. Note that I said the customers “perception of how they were treated” – not how they were treated. It means that in some, maybe many of those cases, the employees involved actually treated the customers fairly, courteously and tried to do the best they could. It’s how the customer perceived what they did that counts. Customer success is about controlling the customer’s perception.

Manage Your Churn or Pay the Consequences – Why Churn is Part of Your Sales Engine

A Sales Guy

These businesses rely on being sticky and keeping their customers. When customers leave it’s painful and expensive. I saw this post on churn by Kissmetrics the other day and was considering responding to it, but as I read it again, there is NOTHING I could add. But a less talked about (and arguably more important) goal is ensuring your customers remain customers.

The "No Time to Prospect" Myth - Why People Don't Succeed in Selling

Anthony Cole Training

Read Tonys article.recently published in Bank Insurance & Securities Marketing Magazine! In almost every case when we first start to work with a sales team, one of the issues we hear from sales people is this: "The company has us doing too many other things like meetings, paper work, reporting, committees, servicing our own accounts and customer service. Alltop.com.

Design Self-Service Experiences With Customers in Mind - Think.

The 1to1 Media Blog

Customer Champions. Customer Experience. Customer Loyalty. Customer Service. Customer Strategy. Voice Of The Customer. Speaking Services. Customer Experience. Customer Loyalty. Customer Service. Customer Strategy. Voice of the Customer. Essentials for Voice of the Customer Success. Tesco Looks to Actual People to Improve the Customer Experience. When Does the "Customer" Experience Begin? Church of the Customer. Customer Experience Matters. Customers Rock!

Top Ten Sales Tips

Sales Overdrive Blog

The Core Imperatives are as follows: 1.    Create a Culture of Sales Excellence. 2.    Understand Your Customers. 3.    Know Your Competitive Posture. 4.    Align Your Strategy and Messaging. 5.    Achieve Relationship Superiority. 6.    Employ a Winning Sales Process. 7.    Leverage Technology. 8.    Attract & Team Top Talent. 9.    Bring Discipline to Pipeline and Targeting Activities. So CEOs must speak the language and be personally involved in sales pursuits with key prospects and other aspects of the growth agenda including product development and customer service initiatives.

Customer Success

Sell More and Work Less

Here’s the big fact: 98% of all dissatisfied customers were not dissatisfied because of a quality problem with the product or service purchased. Note that I said the customers “perception of how they were treated” – not how they were treated. It means that in some, maybe many of those cases, the employees involved actually treated the customers fairly, courteously and tried to do the best they could. It’s how the customer perceived what they did that counts. Customer success is about controlling the customer’s perception.