Priceless, The First Customer Service Experience

Increase Sales

Once again I realized how truly priceless the first customer service experience really is. The frontline person who opened the account and scheduled the service call was incredibly friendly and competent. So a $75 service call turned into an over $2,000 sale.

Listen, Excellent Customer Service is Going to Become THE Differentiator

Jonathan Farrington

Customer care is set to become one of the most important issues facing businesses in every market – fact! Customer care programs come under a number of titles – customer services; customer satisfaction; customer focus; customer orientated etc. Their common theme is meeting the customer’s requirements and ensuring that all aspects of the business contribute to customer satisfaction. Inconsistent Customer Care.

Trending Sources

The Continue Cry to Blame Customer Service

Increase Sales

Yes by all accounts the cry to blame customer service is increasing. Also, there are exceptions to this blame customer service mentality. Those exceptional companies recognize customer service is what propels business growth from just surviving to thriving.

Excellent Customer Service Will Be THE Differentiator

Jonathan Farrington

Their common theme is meeting the customer’s requirements and ensuring that all aspects of the business contribute to customer satisfaction. Inconsistent Customer Care. Inconsistent customer care performance can have a negative effect on customer perceptions.

Listen, Excellent Customer Service is going to become THE Differentiator

Jonathan Farrington

Customer care is set to become one of the most important issues facing businesses in every market – fact! Customer care programs come under a number of titles – customer services; customer satisfaction; customer focus; customer orientated etc.

Stop Using Your Brain as Your CRM

The Sales Hunter

I would be a rich person if I was paid a dollar each time a salesperson told me they don’t enter most information into their CRM system because they have a good memory and can remember. Recording information in your CRM system must be part of your regular routine.

CRM 88

Customer Retention, Customer Service, Customer Experience The Rant Goes On

Partners in Excellence

I’ve spent hours on the phone with customer service representatives. One is software and overall system, one is hardware, one is parts, one is warranty replacement parts. Each time, I have to go through the same story, give them the same customer numbers, email addresses, problem ID’s. Brock, we are dedicated to customer service and solving your problem. Things are so much simpler, if we always start with the customer point of view.

How to Increase Customer Retention, Lifetime Value and Reduce Your Cost Per Sale

Keith Rosen

If delivering exemplary customer service is a cornerstone to building your business, revenue, referrals and client retention, then why do most companies invest more time on customer acquisition instead of retention, fail at meeting customer expectations and ultimately lose business to competitors?

United Could Have Avoided Dragging Passenger Off Plane

A Sales Guy

They felt it was a better decision to drag a PAYING customer out of his seat and force him to miss his pre-confirmed flight because they didn’t want to spend more than a few hundred bucks to get him or anyone else to volunteer. It’s never OK to mistreat a paying customer.

Fitbit or Sellbit?

Sell More and Work Less

If more sellers embraced their sales day with the same vigour that they embraced their 10,000 step Fitbit challenges there would be a heck of a lot more companies accelerating revenue this year.

Sales 16

What I Learned from Oprah about Customer Service ? Score More.

Score More Sales

What I Learned From Oprah About Customer Service. Need to hone your customer service skills and build more brand loyalty? All told, it was a most fantastic weekend where it was reinforced to me: Don’t forget who your customers are.

How Your Small Business Brand Affects Your Customers’ Behaviors

Increase Sales

Your small business brand is all about the expectations held by your loyal customers and not so loyal ones. If these expectations are not met, then your customers’ behaviors may potentially change and they may no longer be your loyal customers.

Sales Training System: Do You Have One? | Sales Motivation and.

The Sales Hunter

Sales Training System: Do You Have One? Do you have a sales training system you believe in? It never ceases to amaze me how few salespeople have a personal sales training system. Having a personal sales training system is as important as taking the time to exercise. Look to learn something new each day from one of your customers. The best teachers are our customers. Sales Training Tip #393: Your Body Language and the Customer’s Objection.

Do You Have The Pieces-Parts Or A Working System?

Partners in Excellence

Having all the pieces/parts does not give you a working system or a high performing organization. Marketing works on demand generation, developing content, nurturing customers, but aren’t producing sales qualified leads.

What Have You Learned Lately About Your Customers?

The Sales Hunter

There is always something new you can learn about your customers. And this is true whether they are new customers or long-term accounts. If you pay close attention, you will see that there are often dramatic changes in customers’ industries or companies. As for asking the right questions, what I mean is regularly touch base with your customers and ask them open-ended questions that get them talking.

CRM 21

Sales Leadership Friday: Two Deadly Words in Sales… “If” and “Then”

The Sales Hunter

Here’s another one: If we had a decent CRM system, then I know I could track leads better. I can’t tell you the number of times I’ve heard salespeople and sales managers use what I refer to as the two deadly words in sales: “if” and “then.”

CRM 35

Would You Buy From Yourself?

The Sales Hunter

Now step back and begin to think for a moment about what prospects and customers are seeing? If a salesperson doesn’t have enough confidence that they would buy what they are selling, then why would a customer be expected to do anything different?

What is Your Customer’s Preferred Method of Communication?

The Sales Hunter

News flash: Your customers don’t always use the same verbiage and lingo as you. That means what you say may not be getting through to the customer at all, let alone getting through in a way they understand.

CRM 25

Have You Been Following the Olympics?

The Sales Hunter

It may not matter if you care about the Olympics, but they likely matter to your customers. If you’re wondering how I know what to talk about, it goes back to my CRM system and the notes I keep on people I talk to. Blog Customer Service Networking Sales Motivation

It Must Be Somebody’s Fault – Surely?

Jonathan Farrington

It is still the case – sadly - that for every ten thousand blog posts and articles I read about winning new business, I read one about customer retention - why? Negative thinking In this environment, it is likely that customer complaints will increase.

Social Selling and Brand Building Dogs and Winners from a Cross.

Score More Sales

How could selling, customer service, cold calling, brand-building, and sales strategies have anything to do with our recent drive across the U.S.? Starbucks – We loved the wi-fi in every store and consistent brand and great product/service.

Securing Repeat Sales from Existing Customers with 2/2/2

The Sales Hunter

Each contact you make is designed to help you move from thanking the customer for their business to securing more business. The objective of this call is to not only have the customer appreciating you more, but also to begin understanding better their needs. Does this system work?

Why CEOs Are Failing Account Based Sales Reps

No More Cold Calling

Belief Systems: You believe salespeople are born, not developed. Because of this belief, CEOs invest more money in beer Fridays and office supplies than training their salespeople, sales managers, or any other department that interfaces with the customer. .

The Customer is King? Actually No, Not Always …

Jonathan Farrington

I am really big on “customer care” and I have been for a very long time, as regular visitors here will know. Customers are the lifeblood of our business, and without them we have no business. I am really sorry you are yet again unhappy with our service.

Putting the Social into CRM Predictions for 2012 ? Score More Sales

Score More Sales

Having a sure-fire repository, or “catch-all” place to help support your business growth was the original purpose of a CRM system quite a few years ago. A social CRM strategy should benefit marketing, customer service, sales and e-commerce.

CRM 48

How Speech Analytics Can Improve the Contact Center Experience

Pointclear

If you’ve ever called a customer service department for help, you’ve probably heard the message: “Your call may be recorded for quality assurance.” Blue Cross of Northeastern Pennsylvania wanted to learn why its customers were calling.

Incremental Sales and the Art of Following Up

The Sales Hunter

How much business do you get from customers after they’ve placed their initial order with you? You’re a salesperson and you sell software systems. Too many salespeople wait too long before reaching back out to the customer.

Breaking Down Silos and Building Bridges

Sales and Marketing

Teaser: Sales, marketing, customer service and onboarding/operations functions are often running as disparate business systems that are not conducive to creating the holistic experiences that today’s customers expect. Sales, marketing, customer service and onboarding/operations functions are often running as disparate business systems that are not conducive to creating the holistic experiences that today’s customers expect.

Top 3 Lessons in Selling from the Post Office ? Score More Sales

Score More Sales

Postal Service’s system has gotten. Postal Service must reduce its operating costs by $20 billion by 2015 in order to return to profitability,” said David Williams, vice president of network operations at the US Postal Service, in a prepared statement.

Why Your Business Needs Great CRM

SugarCRM

With more powerful and advanced technology continuously emerging, standing out in the eye of the customer has become a unique challenge these days. Customers have gotten used to this type of AI-driven technology , and have become used to high-convenience service technology – regardless of whether you’re selling books, enterprise software, or farm equipment. Customers today also expect seamless transactions across devices, and 24/7 access on-the-go to products and services.

CRM 18

Change Your Sales Teams Bad Habits Before 2013

Sales Benchmark Index

42% is the average amount of time a sales person spends engaging with a customer. And what is the value I should receive by actually improving a sales person’s selling time in front of a customer? The study told us this customer needed to reprioritize time in several different areas: Internal Email. Customer Issue Resolution. 2 - Shift and Lift Non Customer Related Activities. Communicated to all customers calling customer service would speed up service.

Marketing Automation is Not Marketing Strategy

Pointclear

Or, “Once this automation system is installed, it will take our marketing to the next level.” Marketers thought that the new CRM software would solve their customer service and customer retention problems.

3 Important Ways Account-Based Sales Teams Can Stay Relevant

No More Cold Calling

Political systems around the world are in a state of upheaval, and we’re not sure where we stand. There are only two ways to increase sales: do more business with existing customers or find new customers.

Top 5 Sales Rep Behaviors to Change in 2013 – with HR’s Help

Sales Benchmark Index

Centricity (as in Customer-centricity): “We have the best product, so everyone needs to know about its features.” Customers need to learn something new about their own business and industry. Let Customer Service/Customer Experience into your world of contacts and accounts to improve on all aspects of dealing with the customer: product needs, buyer wants, customer behaviors. Delegation: “I will take care of that issue for you, Mrs. Customer.”.

Why Telemarketing Remains the Unsung Hero of Lead Generation

The Sales Association

She is the former Vice President of Telesales & Customer Service at Lotus Development, a subsidiary of IBM. In this position, her organization delivered $151 million in sales from corporate customers in addition to managing one million plus Customer Service inquiries.

OFunnel Alerts – Never Miss A New Relationship In Your LinkedIn Network

Fill the Funnel

There are 5 System Engineers. There are 30 people in customer roles including Payroll, Invoicing, Customer Service, Technical Support, Delivery, Maintenance and more. Possibly a System Engineer has a connection that they used to work with that begins working at your target company. Set-up your three most important prospects and/or customers as company alerts. OFunnel works like Google Alerts within your LinkedIn network.

[Message to Management]: The Plea of a Struggling Sales Rep

No More Cold Calling

It’s not complicated to teach people how things work—a software system, a sales training program, a consulting process, a social media platform. Your customers get annoyed because they have to “train” a new rep.

Churn 106

Sign Of A Healthy Sales Team Is An Empty Conference Room

Fill the Funnel

What and who were shaking things up with our customers and prospects? You should have in-depth reporting on every stage in your sales cycle, for every prospect and customer, in multiple formats and on multiple devices.

Sales Hacker’s Top Sales Trends & Predictions You MUST Be Aware Of In 2018

Sales Hacker

The evolution of Sales & Marketing into Revenue Ops & Customer Ops. The role of text messaging and other unconventional communication channels in sales prospecting and customer success. Increased Importance of Customer Experience, Personalization & Innovation.

10 Sales Prospecting Quotes to Boost Your Sales Motivation

The Sales Hunter

Anyone can fulfill orders from customers who call. Yes, we love business like that, but our focus as a salesperson needs to be on generating sales and profit from customers who would not have found us otherwise. I call that customer service.