My playbook for crafting a customer experience strategy that actually works
I’ve seen it happen more times than I can count. A company launches a product with slick marketing and a dedicated support team. But behind the scenes, the departments barely talk to each other. The result is a disjointed customer experience, and it taught me a critical lesson early in my career: a great product
Sales email vs. cold call: When to use each, according to data
Sales is about getting the right message in front of the right prospect. It’s as simple as it sounds, but over my career I’ve seen a substantial and accelerating evolution in the methodologies salespeople employ to accomplish that goal. Despite that change, one thing has remained the same in my mind: Successful cold outreach is
AI meets customer experience: Mapping journeys with machine learning
As a customer experience professional, I’m hyper-focused on finding ways to improve the customer journey, and I’m always looking for tools to help me analyze customer insights. For me, AI tools are at the intersection of those two initiatives, especially when it comes to building out or improving the customer journey. I started looking into
Boost B2B Sales by Focusing on Win Rate First
Yesterday, we looked at the hidden cost of low win rates: lost revenue, higher customer acquisition cost (CAC), wasted sales effort, low morale, damaged reputation, longer time to goals, and missed commissions.
Why Win Rates Are Collapsing And How to Fix Yours
Research shows average sales win rates hover around 21%, meaning nearly four out of five opportunities are lost. In enterprise sales, win rates can fall to 5–10%, leaving 90% of the pipeline dead or dying before it ever produces revenue.
Why Your Win Rate is the Only Sales Metric That Matters in 2025
HubSpot’s data suggests that win rates average a weak 21%. If you do the math, you’ll find that 79% of a salesperson’s opportunities are lost — to indecision, competitors, task forces that fail to reach consensus, or buyers paralyzed by the fear of making a wrong decision that not only fails to deliver results but
Sales Growth Strategy: How to Accelerate Your B2B Sales Pipeline
In today’s competitive B2B landscape, companies are continuously looking for ways to drive growth, accelerate their sales pipeline, and close deals faster. A well-executed growth sales strategy is the key to unlocking success. But how do you ensure that your B2B sales pipeline isn’t just moving it’s racing?
The Personal Sales Strategy: How to Stand Out in a Competitive Market
In today’s crowded and hyper-competitive sales environment, standing out can seem like a daunting challenge. Every seller is vying for attention, each promising a better solution, a more efficient process, or a more lucrative deal. But the truth is, it’s not enough to be just another salesperson offering a product or service. To succeed, you
70+ customer service statistics to know in 2025 (+ State of Customer Service data)
Like many, I’m a big fan of buying products online, which means getting packages shipped to my house. When it’s time to check out, I avoid one shipping company in particular. This delivery service has left packages outside my door without my consent, forged my signature, and marked me as “absent” without even attempting delivery.
My favorite testimonial examples to inspire your customer testimonial program
If you’re an online shopper like me, chances are you’ve set out to read a customer testimonial before purchasing a product or service. As consumers, we want to know that other customers are satisfied with their purchase before we are ready to commit. But what sets a great customer testimonial apart from a not-so-great one?
