by Christa Heibel | Aug 28, 2019 | Culture, Customer Experience, Sales & Marketing
In a business environment, a service culture focuses on providing an exceptional customer experience, while a sales culture concentrates on efficiency and sales for the business. These two areas need to be balanced in an organization, since one particular area, such...
by Christa Heibel | Jul 31, 2019 | Sales & Marketing
From the outside looking in, the customer service and marketing verticals of a contact center operation couldn’t appear more different. One focuses on driving profit, while the other seemingly supports it. For the longest time, companies have separated the two...
by Danica Abcede | Mar 20, 2018 | Sage Johnson, Sales & Marketing
We talk a lot about customer experience at CH Consulting Group, from how to design CX strategy and measure CX improvements, to integrating CX into business culture and more. At its core, the goal of customer experience is cultivating loyal customers (did you know it...
by Danica Abcede | Nov 1, 2017 | Sales & Marketing, Strategy
You already know that, rather than “pitching” products or services, content marketing provides valuable information to prospects and customers (for a refresher, see It’s Not Your Father’s Marketing), who in turn reward brands with their business and loyalty. As one of...
by Christa Heibel | Jul 18, 2017 | Business Practices, Customer Experience, Sales & Marketing, Trends
Several weeks ago, I wrote about how the phone is as important as ever when it comes to offering first-class customer experience in the contact center space. Part of the reason for that is the growth of click-to-call (also called click-to-talk or click-to-text), a web...
by Christa Heibel | Jun 14, 2017 | Christa Heibel, Sales & Marketing
I’ve been beating the marketing drum pretty hard lately because I see a lot of great companies that could be even greater if they out more resources into basic marketing practices (read more about Marketing 101 here). At the heart of any marketing effort is knowing...
