To discover the Customer Experience Gap think Laterally

Babette Ten Haken

Consequently, the quest to achieve good-better-best customer experience survey scores becomes the focal point of activities. Particularly around the time those CX surveys are distributed to client decision-makers. Regardless of whether, or not, organizations actively survey for it.

Surprised when Loyal Customers become Former Customers?

Babette Ten Haken

And just what factors are you overlooking when you rely on – and react to – survey data? I offer two scenarios reflecting what I see the majority of the time when speaking about and giving workshops on retaining customers. First, surveying customers is not an end in itself.

How Qualifying Customer Experience helps Us Quantify CX

Babette Ten Haken

Just survey a bunch of people and draw conclusions based on either rock-solid (or fairly dubious) analytics. How often have we been quick to the social media trigger, without taking the time to qualify how customer experience impacted those survey results?

Sales Tips: Best Practices for Collecting B2B Research Data

Customer Centric Selling

While no survey taker likes long surveys, B2B respondents are generally more willing than B2C respondents to answer a longer set of questions, due in large part to the longer timeframes, higher purchase prices and greater energy they’ve invested during the evaluation process.

Sales Tips: Qualitative or Quantitative Data – Which is Better?

Customer Centric Selling

Take a look at the sales training workshops available to get started and improve sales performance. Sales Tips: Qualitative or Quantitative Data – Which is Better? By Carolyn Galvin, Primary Intelligence - CCS® Strategic Partner.

Data 103

Sales Tips: Enabling Excellence

Customer Centric Selling

A survey by Sales Benchmark Index found that having a sales process can allow organizations to: Increase win rates from 19% to 33%. Sales Tips: Achieving Excellence through Process. By John Holland, Chief Content Officer, CustomerCentric Selling®.

Sales Tips: Handling Inbound Opportunities

Customer Centric Selling

In our annual survey this year, gaining access to higher levels is still one of the top challenges for salespeople. In our workshops we try to have sellers understand the concept of qualifying champions. Sales Tips: Best Practices for Handling Inbound Opportunities.

Sales Tips: Different Differentiators, Different Buyers

Customer Centric Selling

Despite this, in nearly all buyer surveys you see in large B2B transactions price seldom makes the top five. Take a look at the sales training workshops available to get started and improve sales performance. Sales Tips: Got -to-Have vs. Nice-to-Have.

Buyer 55

Measuring ROI / TCO Sales Tool Success

The ROI Guy

Here, its important to have the Tool integrated with your Salesforce, to tie key account metrics directly to Tool usage without having to guess at usage or survey sales reps as to the impact in key opportunities. Adoption Alinean business value selling customer success workshops Pisello ROI tools Sales Enablement Salesforce TCO Tools Value SellingYou’ve launched your interactive ROI / TCO Tool to your sales team.

ROI 43

The Big Weekend Shout Out

Jonathan Farrington

The morning session is “Go Global, Go Prepared” This is an interactive workshop, highlighting four elements: Alignment, Inclusion, Sustainability and Integration, and it will be led by David Yesford, Senior Vice President, Global Marketing and Support for Wilson Learning Worldwide.

Confusing Customer Service Delivery with Customer Experience Delivery?

Babette Ten Haken

Or when periodic customer experience surveys return less-than-remarkable results. Especially if customer experience surveys measure the wrong stuff. Not just because they receive a survey from us. Then take a look at my latest speaking programs and workshops. .

5 Questions to create a Collaborative Customer Experience Strategy

Babette Ten Haken

A collaborative customer experience strategy requires more than having clients to survey. This strategy encompasses understanding the non-surveyed factors impacting the customer, pre-sale, during the sale and the entire post-sale continuum. quarterly) distribution of surveys?

Artificial Customer Conversations beget Artificial Customer Experiences

Babette Ten Haken

Or, do you rely on digitally-administered, quantitative survey methodology to create artificial customer conversations? Rather than listening to the actual voice of the actual, not surveyed, customer.

Why Exit Interviews provide a Customer Experience Reality Check

Babette Ten Haken

However, conducting them is one of the best ways to gauge the validity of customer experience (CX) survey results. However, what happens when customer experience survey results indicate positive results. customer experience survey was a sufficient barometer of customer sentiment.

3 Ways to improve Your Customer Retention Scorecard

Babette Ten Haken

And the first notification of these gaps are – yup you guessed it – “uncovered” during periodic customer satisfaction, experience and loyalty surveys. Engage me to speak or conduct an interactive workshop at your next corporate or association event.

5 Ways to Deliver a Truly Impactful Sales Kickoff

Sales and Marketing Management

The three-day agenda combined information sharing, skills development, team workshops and fun, which I’m sure sounds pretty familiar. Author: Joe Andrews We just wrapped up sales kickoff (SKO) season.

Leveraging Collaborative Client Relationships retains Customers

Babette Ten Haken

Sure, we send out quarterly customer experience surveys and determine how many green smiley faces we receive. However, completing a survey is not collaboration. First, the majority of Professionals of Worth do not obsess over aggregated smiley faces on CX surveys.

What Type of Professional Legacy are You creating?

Babette Ten Haken

I survey the STEM professionals and left brain thinkers I speak to and conduct workshops for. Survey results indicate that nearly two-thirds or more of these professionals participate on cross-functional teams. Ever consider the type of professional legacy you create?

SME 99

Is Customer Bombardment Your Customer Experience Strategy?

Babette Ten Haken

And, let’s not forget invitations to participate in customer experience (CX) surveys. Looking for a speaker or workshop on customer experience and customer retention for your next association or organizational meeting or event?

Bestselling author Robyn Benincasa to keynote Miller Heiman Group Elevate 2019 in Arizona

Miller Heiman Group

The first chance to hear the results of the 2019 World Class Sales Survey from Chief Research Officer Seleste Lunsford— before they’ve been published. Optional workshops on Scout, Miller Heiman Group’s predictive analytics platform , and product-focused updates for client facilitators. A half-day workshop on how your business can use Scout to drive stronger results and win more deals.

3 Facts About B2B Buyer Experience You’re Probably Ignoring

Sales Hacker

This article outlines the results of a B2B Buyer Experience survey by TimeTrade. B2B Buyer Experience Survey Outline. For this specific survey we spoke to more than 300 B2B buyers, representing a cross-section of goods and services, company sizes and vertical markets.

Buyer 91

Leadership Development in the New Millennium

Steven Rosen

The 2015 STAR Sales Manager Survey set out to gauge the development priorities of sales organizations. The survey found that 50% of organizations are providing ongoing support for their front line sales managers.

Survey 281

How to Get Referrals and Finally Conquer Your Fear

No More Cold Calling

In fact, 83 percent of satisfied customers are willing to refer products and services, according to a marketing survey conducted by Texas Tech. Asking for referrals feels riskier than cold calling. “I’m I’m not sure of the reason, but I have never been comfortable asking for referrals.”

One Millimeter Mindset™ 2018 Collaborative Storytelling Blog Review

Babette Ten Haken

Why You must connect those Voices behind those CX Survey Scores. I will be honored to customize my keynotes and workshops to your next event. Hire me to speak or conduct a workshop at your next corporate or association event.

SME 87

Reviving the Value of Association Chapter Member Experience

Babette Ten Haken

And not just by administering a passive 5-point post-presentation survey. Engage me to deliver one of my speaking programs or workshops for a refreshing change from the same-old stuff. A valuable association chapter member experience is the lifeblood of an association chapter.

Top 7 Sales Lessons from BISA's 2013 Annual Convention

Anthony Cole Training

I would not have included anything from my workshop, but I found the results of my survey to be valuable information so I wanted to share it with you. BISA is the Bank Insurance and Securities Association.

Sales Tips: Bad Assumption #3 - "I Just Compete with Vendors"

Customer Centric Selling

Upon hearing about this concept years ago in one of my workshops, a student approached me at a break and realized in trying to sell software to a heating oil distributor, he had lost a software sale to a delivery truck! Sales Tips: Bad Assumption #3 - "I Just Compete with Vendors".

5 Tips for Mastering the Art of Sales Knowledge Management


A Hubspot survey also shows that salespeople value their peers and managers as an essential source of knowledge. Let’s say a very knowledgeable rep is leaving your company, and you ask him to conduct an in-person training workshop for your team.

Sales Training for Women: How the Best Sales Managers Provide Gender-Centric Coaching

Sales Hacker

In a recent survey by D2L , an online survey company, 64% of men said that they received access to training resources, while only 48% of women said they did.

Sales Habits, Sales Managers and Changing Habits

Anthony Cole Training

Ike sent me a link to a survey that was done regarding the hunt for sales managers/directors. Here is the link to the survey findings: Sales Director Job Listings. The report shows that 29% of the companies surveyed require “technical expertise”.

The Lasting Impact of Smart Service Delivery Experience

Babette Ten Haken

Which is why surveys which only measure post-service delivery quality often miss out on all the fun. Engage me to speak or conduct an interactive workshop at your next corporate or association event. Service delivery experience is something we take for granted.

SME 70

Sales Tips: How to Document Value and Avoid "No Decision"

Customer Centric Selling

A Sales Benchmark Index survey found sellers win 24% of proposals issued and lose 24% to other vendors. A student selling accounting software to heating oil distributors realized during a workshop he lost a recent sale because the business owner decided to buy a delivery truck instead.

Sales Tips: 4 Misconceptions of "A" Players

Customer Centric Selling

Based upon a Sales Benchmark Index (SBI) survey, we say about 13% of salespeople are “A Players.” A recent Miller Heiman survey concluded 8.5% Next public workshop is coming to Boston, August 3-6. Sales Tips: 4 Misconceptions of "A Players".

Why Customer Micro Experience Specialists impact Customer Retention

Babette Ten Haken

And while customer experience survey results are used to drive marketing and sales campaigns, how often do you dig deep to identify the people behind the numbers? Engage me to speak or conduct an interactive workshop at your next corporate or association event.

"American Icon" Has It Right for Sales Managers

Anthony Cole Training

Additional resources: Workshop / Keynote - 5 Keys to a More Productive Sales Team Sales Managed Environment Video Survey - Do We Have What It Takes To Grow? Alan Mulally was an unlikely hero in American Industry when he took over Ford in 2006.

3 Ways to pivot Customer Retention Pain into Business Success

Babette Ten Haken

After all, clients are not anxiously waiting for the latest CX survey to show up on their mobile device. CX surveys do not stick close to the customer, you do. Anyone out there experiencing customer retention pain?

How to Reduce Churn, Drive Customer Trust and Loyalty, and Maximize Revenue – Interview with @strikedeck

Smart Selling Tools

Strikedeck takes a fresh approach to increasing customer engagement with workflow automation, machine learning, predictive analytics, usage tracking, surveys, and swift personalization. In addition to the workshops, Strikedeck delivers training sessions to the end users.

Churn 104

10 Ways to be an Agile HR Business Partner for Sales

Sales Benchmark Index

Example: The annual employment engagement survey was formatted for smartphone response. Then he led a workshop to help enhance their profiles. This post answers the most persistent question facing HR leaders who support Sales organizations. “ How can HR help Sales Make the Number? ”.

Sales Tips: How to Step Up Your Prospecting for 2016

Customer Centric Selling

Results from a survey of senior executives in the high technology industry identified cold calling as the least probable reason they would agree to speak with a salesperson (Selling to Senior Executives). It aligns perfectly with what we teach in our CustomerCentric Selling® (CCS®) workshops.

Sales Tips: The Advantage of Being Delegated DOWN

Customer Centric Selling

84% of executives surveyed indicated they would accept a meeting/call when the referral comes from someone within their company. Take a look at the sales training workshops available to get started and improve sales performance. Sales Tips: The Advantage of Being Delegated DOWN.