Candace Sauve

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6 Keys of Customer Success

like salespeople, customer success is an investment that should make money, not a cost to be put off as long as possible.Do you retain 95% of your …

Customers

Leadership Skills: How to Provide Corrective Direction

When discussing the “How to’s” of building an engaged culture, we hear lots of talk about “reinforcing the positive” and “catching people doing …

Leadership

Why Some Achieve Success That Eludes Others

It is no great secret why some people produce better results than others.• <b>Their will is greater</b>. People who are successful “will” their success into …

Motivation

Creating Reason Codes for your NPS® Program

<i>Contributed to the MindTouch Blog by Keri Keeling, VP of Customer Success and Operations at Bluenose Analytics</i>I recently participated in a fantastic …

Codes

Marketing & Sales

May 2018 – It takes focus to transform public-sector agencies to serve a diverse set of customers better. A ready reference—based on...<p>April 2018 – …

CEOs are increasingly taking charge of digital strategies

This shift towards a more hands-on approach by CEOs means that companies are looking to invest in technology that impacts all of their business lines. The survey found that 31% of respondents said their companies are steering more than 15% of their revenues into technology investments that cut …

CEOs

What Happens When The Customer Experience Is The Brand And Vice Versa?

Customer Experience, or CX, is all the rage right now and rightly so. Multiple consumer studies and marketing surveys have substantiated the vital role that CX is now taking in the marketing space across all types of industries. While most marketers are in the know, not everyone may understand the …

Customer Experience

All Archives

A Critical Shift is Happening in Technology Markets - Hank Barnes

It’s almost a given. The primary focus of the majority of companies in technology markets is innovation. Technology innovation. And its been that way …

How To Create A Brand-Defining Customer Experience

Customer experience is the next battlefield for brands. Those that get it right, will not only create long-lasting customer relationships but will also earn a significant competitive advantage over those that solely compete on product, price or promotion. On the other hand, companies that do not …

Customer Experience

Value Realization – A Customer Success Mantra | Strikedeck | Customer Success Platform

The Premise<p>For SaaS businesses in general and Customer Success practitioners in particular, it is critically important to understand how customers …

Going Beyond Customer-Centric Marketing

The debate about how much the customer controls their relationship with a brand relationship. Every company, large and small, agrees, willingly or not, that the customer owns and defines that relationship.<p>Where the disagreement continues, from a brand’s perspective, is what to do about it. The …

Customer Experience

Customer Experience Is A Culture Problem

Customer experience has undergone a dramatic transformation over the past four years. Beginning as a new software category promising to help companies delight, convert and retain customers to where it is today, a business discipline, focused on aligning culture, strategy and processes to audiences’ …

Customer Experience

A Look Inside Our Automated Onboarding Emails

Automated emails are among our hardest-working tools. Here’s why.<p>Four years ago, we wrote an email.<p>That email, without us having to do anything, has …

How to (Nicely) Push Back on Buyers Who Don't Tell You the Full Truth

81 One-Sentence Sales Tips Every Rep Should Know

Sales Tips• Generate more leads by keeping track of less-obvious trigger events: Shifts in hiring, leadership change, etc.<br>• Make sure you’re …

Work-life Balance

The 10 Laws of Sales Success

A recent Gallup poll on the honesty and ethical conduct of business professionals found that insurance salespeople and car salespeople ranked at the bottom of the list. Bet you're not surprised to hear this. But did you know that it's not just car salespeople who have a bad reputation? Bill Brooks …

B2B Buyer Journey Mapping Basics

<b>Who?</b> B2B buyers purchase in teams. A senior executive might kick off a buying process but delegate the exploration to an individual contributor on …

How to Increase Sales in 8 Seconds

Let me ask you a question: What's the one thing you can do in the next 12 months that will dramatically impact sales?

7 Steps to Deliver Better Customer Experiences

A surprising thing happened during a recent brainstorming session I led for a retail client. We were supposed to be coming up with ideas for improving the company’s customer experiences, but the head of operations could not think of a single new customer service idea to explore. And the development …

SEO

Search engines have two major functions: crawling and building an index, and providing search users with a ranked list of the websites they've …

SEO Archives

I moved to Miami from New York and considered my multi- city PR strategy immediately. My team needed access to media locally, nationally, and …

10 SEO Statistics Every Marketer Should Know About

Search Engine Optimization (SEO) is an ever-changing industry. What's hot and relevant one month might not be the next. Business owners and marketers …

Marketing

“Get them to say no”: Expert lessons in influence from the most persuasive professions on earth

“You must trust and believe in people or life becomes impossible.” Russian playwright Anton Chekov might have been right that we can’t go it alone, but we’re also right to be skeptical of others.<p>The great skills required of a con artist, politician, or salesperson are also the skills of great …

Body Language

The Evolution Of Customer Service

For consumers the future of customer service cannot come soon enough. The customer experience landscape is ripe for disruption. Companies are slowly making progress toward more seamless and simpler customer experiences.<p>Today only a select few companies leverage all the technology at their …

Customer Experience

Empathy is a very powerful selling skill. A salesperson lacking empathy can’t influence others and won’t understand their prospects needs and motivations.

Sales organizations invest thousands of dollars in sales training every year. They offer such programs as lead generation, asking effective …

“Send me information.” How do we deal with this? Usually we fall right into their trap and say, “Ok, I’ll send it right over,” without getting any firm commitment on a follow-up or next steps. Here are a few tips I’ve learned over the years on how to deal with “Send me information."

“Send me information.”<p>The prospect might as well say, “Instead of being upfront and saving us both a lot of time by telling you I’m not interested, I …

Stop Doing Stupid Sh*t: 18 Outdated Sales Tactics to Abandon in 2018

I’ve been selling for over 30 years, and it’s been a blast. I’ve seen some incredible changes, and I can say without a doubt that right now is the …

Selling

Be Genuinely Confident: 8 Traits the Most Self-Assured People Share | Inc.com

Most of us aren't born feeling extremely confident. For us, confidence is often situational. In some situations we feel self assured -- in others, not so much.<p>Luckily, confidence is something that can be not only built but learned. Actions inform attitudes; the way we behave can, over time, change …

Self-improvement

20 Things the Most Respected Bosses Do Every Day | Inc.com

<i>(Check out the related article: 20 Phrases the Most Respected Bosses Never Say)</i><p>Think about the best boss you've ever had.<p>Maybe you're fortunate, and we're talking about the person you call your boss today. Maybe it's someone you recall fondly from years ago. (Maybe you don't have a boss--good for …

Leadership