Artificial Intelligence: Replacing Sales and Customer Service?

Pipeliner

Today we are seeing an increasing amount of news and commentary about the necessity for artificial intelligence (AI) to intervene in or perhaps even replace live human interaction in areas such as sales and customer service.

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.

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5 Easy Ways to Ignite Your Customer Service

Vertical Response

What new things are you doing to make your customers happy? Take some time now to drive value for your customers, and benefit from it all year long. Know your customers. Identify customers who haven’t purchased in six months, and send them an email with a great deal.

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.

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.

S.A.S.S (Stupid Ass Selling Systems)

Sell More and Work Less

The … Read More » Observations from the real World 3D Sales Training System client attraction client relationships Client Success closing closing sales Colleen Francis customer loyalty Customer Service Engage Selling Engage Selling Solutions Goal Setting Lead Up!

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.

A Recipe for Targeted Customer Service

The 1to1 Media Blog

For companies aiming to engage intelligently with their customers, knowledge is the appetizer, main course, and dessert. Without knowledge about their customers, companies can''t understand their needs, preferences, or buying histories and therefore are unable to deliver the most optimal service strategies as a result of that deficit. Siloed information, multiple customer channels, and legacy systems continue to threaten knowledge''s stronghold in organizations.

Guest Article: Recovery: The Conflict Resolution System, by Dr. Tony Alessandra

Sales and Management Blog

Recovery: The Conflict Resolution System. Consequently there should be a system in place to make it easy for customers to tell you when they have a problem as early as possible. The earlier you find out about a Moment of Misery (when you fall short of the customer’s expectations), the easier, faster, and less expensive it is to solve. Once you are aware of the problem, you should have techniques, systems, and procedures in place to resolve it. .

The Best B2B Customer Service I’ve Ever Seen

Dave Stein's Blog

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. It is calculated by taking the number of customers who rate (on a scale of zero to 10) their likelihood to recommend the business 9 or 10 and subtracting the customers who rate their likelihood to recommend 0-6.

The Best B2B Customer Service I’ve Ever Seen

Dave Stein's Blog

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. It is calculated by taking the number of customers who rate (on a scale of zero to 10) their likelihood to recommend the business 9 or 10 and subtracting the customers who rate their likelihood to recommend 0-6.

Customer Service Is Overrated!

Partners in Excellence

I was reading an interesting discussion on customer loyalty at Focus.com. The responses focused on great customer service. It’s what most customers cite when questions about how they make buying decisions. Sometimes, I wonder if all of us, customers included are missing the point. Don’t get me wrong, customer service is critical, but I wonder if there is something that’s really more important.

Are You Prepared for Customer Service/Social Convergence.

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. 5 Essentials for Voice of the Customer Success. Tesco Looks to Actual People to Improve the Customer Experience. Church of the Customer.

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.

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.

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.

How Apple Wins at Customer Service With One Word

Strategic Sales Growth

Usually it’s some “Big Strategy” that gets customers to talk about how much they like about quality and level of support offered by a tech vendor. But without a doubt the absolute killer use for Apple is using this reservation system for phone-in support. Tweet.

Enterprise Software Chronicles: A synthesis of the rapidly evolving customer technology landscape

Brian Vellmure

The ExactTarget install base also likely leads to more new business opportunities as their customer mix is more diversified from a CRM perspective than Marketo is. A disproportionally large percentage of Marketo customers are also Salesforce 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.

Taking CRM to the Next Level

The 1to1 Media Blog

Customer relationship management (CRM) has come a long way since ACT! Companies continue to invest heavily in CRM systems to deepen their understanding of customers and to better engage with them. burst onto the business scene with contact management software in 1986.

The Path to Customer Experience Maturity

The 1to1 Media Blog

When it comes to customer experience, companies across industries are at different stages in their levels of maturity. While some companies are just beginning to explore ways to improve their customer experience efforts, other organizations that have progressed to becoming customer experience leaders have developed formalized processes and systems for delivering experiences to customers.

Keynote Recap: How technology is reshaping human behavior (and what you should be doing about it)

Brian Vellmure

Below are some brief accompanying thoughts: Customers have unprecedented speed and access to anything and anyone from anywhere. This is dramatically shifting customer expectations, and continues to do so as new innovations continue to be absorbed into the mobile landscape.

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Proactive Customer Retention Strategy captures Voice of the Customer

Babette Ten Haken

Is your organization leveraging a proactive customer retention strategy or reacting to customer “surprises?”. 5) Make your customers more successful. ~ Babette Ten Haken. What does your current customer retention strategy “look” like, from a boots on the ground perspective?

4 Strategies for Dealing with Negative Comments

Vertical Response

Since dealing with difficult comments can both drain energy and consume, it’s important to differentiate between disgruntled customers and anonymous haters, and to respond to each appropriately. Create an open, but respectful, forum for customer feedback and your fans will back you up.

M&A Due Diligence: Evaluating the Customer Fit

The 1to1 Media Blog

Going forward, leaders from acquisition-minded companies may want to examine not just the physical and technology assets under consideration but also how well and whether customers from target companies represent a good fit.

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.

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.

Botched Delivery: A Lesson in Customer Service - 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. 5 Essentials for Voice of the Customer Success. Tesco Looks to Actual People to Improve the Customer Experience. Church of the Customer.

3 Ways American Airlines Can Win Customers

The 1to1 Media Blog

And after a million hours of training and more than 9,000 tests of kiosks, the airline is facing the last remaining hurdle where mergers are concerned: going live with their combined reservations system. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy airlinepassengerexperience americanairlinesusairwaysmerger winningovernewcustomers

Are You Paying Attention to Your Acres of Diamonds?

Igniting Sales Transformation

Your customers are the acres of diamonds waiting to be mined and developed into the goldmine they truly are. In my view, there are 3 ways to increase your revenue: Increase the number of customers you serve. Persuade customers to buy more of what you sell in initial orders.

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.

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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.

Sales Quota Attainment- Panel Discussion

Pipeliner

Ken Thoreson “operationalizes” sales management systems and processes that pull revenue out of the doldrums into the fresh zone. He provides keynotes, consulting services, and products designed to improve business performance.

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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.”

5 Tips for Removing Friction in Your SaaS Selling

Software Business Blog

There are several key points in the customer experience where friction can occur. You could encounter resistance from potential or existing customers in these areas: Initial trust or confidence in your brand. Apathy about or active dissatisfaction with your product or service.

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?

Two Kinds of Loyalty Programs

Mukesh Gupta

This is the reason, that you find customers of these organizations complain about the service provided but at the same time continue to use their services. All they are doing is dangling the carrot in front of the customer and thereby encouraging repeat behavior.

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.

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Hard Questions For Client-Facing. How to Champion Over Them.

Pipeliner

Information is one of the most helpful tools your customer-facing elements can offer. So you should make sure your client-facing elements have it, understand it, and can impart it out to your customers well. And that has a big impact on your customer service abilities.