FAB ANALYTICS’ Post

**Big announcement! Huge!!** 📣📢📣🗣️ It’s been a long time in the making but FAB Solutions is proud to be collaborating with MOJO-CX© by The Modular Analytics Company to bring to life FAB ANALYTICS - Powered by MOJO-CX The team at Mojo align very neatly with the FAB Group, Mission and vision: “𝙏𝙤 𝙘𝙝𝙖𝙣𝙜𝙚 𝙩𝙝𝙚 𝙬𝙖𝙮 𝙘𝙪𝙨𝙩𝙤𝙢𝙚𝙧𝙨 𝙥𝙚𝙧𝙘𝙚𝙞𝙫𝙚 𝙘𝙤𝙣𝙩𝙖𝙘𝙩 𝙘𝙚𝙣𝙩𝙧𝙚𝙨 𝙗𝙮 𝙙𝙚𝙡𝙞𝙫𝙚𝙧𝙞𝙣𝙜 𝙖𝙬𝙚𝙨𝙤𝙢𝙚 𝙘𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙖𝙣𝙙 𝙀𝙢𝙥𝙡𝙤𝙮𝙚𝙚 𝙚𝙭𝙥𝙚𝙧𝙞𝙚𝙣𝙘𝙚𝙨!” The tools that Mojo have not only help develop agent capabilities but they help contact centres truly listen to customer conversations and take meaningful action with data and insights. I’m delighted to be an extended part of the Mojo Family to help them grow and to help FAB Solutions clients develop more meaningful data and insight to drive growth and business improvement! Getting access to data and insight on customer demand, customer vulnerability and complaints can be challenging, often team leaders will be sat listening to calls or analysing disposition codes which are often inaccurate. We see Team leaders spending valuable time searching for calls to coach or quality assess, time that could be spent actually coaching agents to drive improvements in call handling, call control, and building interpersonal skills. Using Mojo-CX platform tools we can help you eliminate this! We have a designed some One off insight packages to help you develop and analyse your customer and agent conversations and create quick win actions using data led decision making. Understand your demand and take action. We can also share with you next best action tools, coaching tools, Auto QA and Auto-Summarisation of call notes, that will benefit your teams, drive efficiency and help save your team leaders valuable time when coaching. To support this venture we’ve got a new Sales develop rep joining more to hear about that soon!! And we are also in the process of hiring a new digital marketing exec which will support this and the broader FAB proposition!! We are so excited to be building this into the proposition and it will hugely help FAb consultancy clients and any training and development needs too, so drop us a message to find out more!

Over the past 20+ years, I’ve led countless transformations across my teams. As revenue leaders, we invest so much time, energy, and resources into our strategic initiatives only to be left in the dark about whether they’re truly moving the needle. With the help of Gong’s AI, leaders can now track the adoption and adherence of these changes, reinforce best practices through coaching, and ultimately measure their impact. Today we’re launching three game-changing capabilities to give our customers unprecedented visibility into their teams’ execution: ✨ AI Methodology Playbooks  Methodologies like MEDDICC, SPICED, or Challenger give our sellers a roadmap for success but can often be hard to measure. That’s why, starting in July, you can add AI Methodology Playbooks to Gong Deal Boards. You can define your sales methodology of choice right in Gong, then rely on AI to detect whether or not important topics – like identifying a champion or economic buyer – were discussed and see how much your team is applying your methodology overall. ✨ AI Scorecard Suggestions Scorecards enable managers to measure performance and provide feedback in a consistent, clear way. But in all honesty, they are time-consuming and therefore hard to keep up with, leaving reps with sub-par coaching and managers scrambling for workarounds. Now with AI Scorecard Suggestions, managers can save the time traditionally spent on full call reviews and provide efficient, accurate feedback for reps to act on, raising performance in the process. ✨ Assessment Tools for AI Smart Trackers  Confidently track any large initiative or concept throughout every customer interaction. These new assessment tools help you quickly build accurate, reliable Smart Trackers, boost hit rate accuracy by 10%, and improve precision and recall. If you’re a revenue or ops leader looking to learn more, check out our latest release here: https://lnkd.in/gKaKfnSU

Many agents don't feel supported enough in their jobs. In fact, a Salesforce report found that 56% of workers experienced burnout while 65% of agents said their cases are more complex than ever. On the other hand, 69% of service decision-makers say that agent attrition is a challenge. These facts speak to a larger issue at hand. Agents don’t have the resources to do their job well. Yet there’s mounting pressure to perform despite things getting harder. As a manager, you might lack the time to give agents constructive feedback. In some organizations, this means they’re judged only at the time of performance reviews — which could happen once a quarter or even less frequently. So, how does an agent improve and stay up-to-date? Through regular practice and feedback, of course — with a dash of AI. 👨🍳 This is use case #5 on how CSM teams can use AI tools to their benefit: Get objective feedback on your customer service skills. Example ⬇️ Bigtincan’s CoachingAI lets your agents use a “Practice mode” to test their skills and get in-depth feedback. All they have to do is record themselves, and the AI analyzes the recording. Using the feedback, CSMs can help them create a roadmap for improvement or you can role-play interactions yourself. Now, agents don’t have to worry about “bugging their manager” and can access on-demand coaching if needed. The value AI provides to customer success teams is substantial. Continue reading about all the different AI use cases by scrolling through our LinkedIn page. #burnout #jobs #csms #management

𝐎𝐥𝐝 𝐉𝐨𝐞 𝐢𝐧 2023:⁣ ·       Struggling with inconsistent lead generation ·       Missing out on potential appointments due to slow booking processes ·       Bogged down by recruiting and training staff ·       Lost sales opportunities from lack of a streamlined system ·       Relying on outdated methods for customer interaction ⁣ 𝐍𝐞𝐰 𝐉𝐨𝐞 𝐢𝐧 2024:⁣ ·       Has a steady and reliable lead generation system ·       Captures and books appointments instantly ·       No longer needs to recruit and train staff for booking ·       Maximizes sales opportunities with an efficient system ·       Utilizes cutting-edge AI technology for best-in-class customer interaction ⁣ Want a change in your business life? ⁣ ⁣ 1.    Take full responsibility for your lead generation and customer engagement – don't just hope for improvement, make it happen.⁣ ⁣ 2.    Embrace technology and innovation, leave the manual processes behind, and watch your business grow. Get a mentor who knows the ins and outs of AI integration.⁣ ⁣ Expand your vision for what's possible in your business. With the right tools and mindset, your potential is limitless.⁣ ⁣ Hope this inspired someone today ⁣

In today’s business environment, trust and transparency are more than just buzzwords—they are foundational elements of successful partnerships and customer relationships. To delve deeper into how businesses can effectively cultivate these crucial qualities, we sat down with industry leaders who have excelled in building transparent practices into their operations. 🔍 Key Insights from the Discussion: 1. The Importance of Being Open: Leaders emphasized the significance of openness in communications with both clients and team members. By sharing both successes and challenges openly, companies can foster a culture of trust that transcends the usual transactional relationships. 2. Implementing Transparent Processes: Many businesses have started documenting and sharing their processes publicly, which not only demystifies their operations but also builds confidence among clients about what to expect. 3. Addressing Mistakes Head-On: A common theme was the proactive approach to mistakes. Leaders shared that addressing errors transparently and promptly helps maintain trust and demonstrates a commitment to accountability and continuous improvement. 4. The Role of Technology in Enhancing Transparency: Technology plays a pivotal role, with tools that provide clients real-time access to project statuses, financials, and other critical data, ensuring that all stakeholders are aligned and informed. 🌟 Why Focus on Transparency? Transparency is directly linked to customer loyalty and employee satisfaction. Customers today expect honesty and clear communication, and employees thrive in environments where they feel informed and valued. Interested in integrating AI into your strategic framework? Head over to our website and sign up for our free 5-day email course on AI-Powered Business Strategies for Efficiency and Growth. Link in bio

WHY CLIENT FEEDBACK IS YOUR BUSINESS'S OXYGEN Let's talk data first: • 92% of customers read online reviews before purchase • 88% trust reviews as much as personal recommendations • Companies that act on feedback show 4x higher retention rates (Source: Harvard Business Review, 2023) But here's the REAL reason feedback matters 1. Early Warning System  → Catches issues before they become problems → Identifies friction points in real-time → Reveals blind spots you can't see internally 2. Innovation Catalyst  • 71% of product innovations come from customer suggestions • Reduces R&D costs by up to 50% • Shortens development cycles significantly 3. Trust Builder 🤝 → Creates emotional connection → Shows you value the customer's voice → Builds long-term loyalty 4. Competitive Edge 📈 • Understanding what customers love • Knowing what they hate • Spotting market gaps before competitors 5. Decision Compass 🧭 → Guides resource allocation → Informs strategic planning → Validate business decisions The ROI of Feedback: • 5x higher customer retention • 3x faster problem resolution • 2x higher employee satisfaction CRITICAL INSIGHT: It's not just about collecting feedback. It's about creating a feedback SYSTEM. Here's our proven framework: 1. Collect → Regular surveys → Direct interviews → Social Listening → Analytics tracking 2. Analyze → Pattern recognition → Sentiment tracking → Priority mapping → Impact assessment 3. Act → Quick wins first → Strategic changes second → Communication always 4. Follow Up → Close the loop → Share improvements → Thank contributors Your Take: Every complaint is a gift. Every compliment is a compass. Every suggestion is an opportunity. Pro Tip: The best time to ask for feedback isn't after success. It's after failure. That's when you get the most honest, valuable insights.

You think you're too successful to listen? That's exactly why you'll fail. Let's cut through the noise. Customer feedback isn't a suggestion box. It isn't a quarterly review point. It isn't your optional to-do list. It's your wake-up call. That 2 AM DM about your product? Gold. That quick chat with your intern about comfort? Pure insight. Your customers aren't just talking. They're giving you the cheat codes to win. At D'chica , our biggest innovations came from the most unexpected feedback channels. Not market research. Not focus groups. Just real people, sharing real thoughts. Here's what most brands do: -Schedule feedback sessions -Create complex surveys -Run focus groups -Write strategy documents Here's what they miss: -The casual conversation in product trials -The honest feedback from team members -The direct messages at midnight -The comments section gold Think you're growing too fast to listen? That growth will stop. Think you're too successful to take notes? That success has an expiry date. Want to stay ahead? Shut up and listen. Every DM. Every comment. Every suggestion. Every voice. Because tomorrow's game-changers are today's customer conversations. And success? It's just a result of listening when others were too busy talking. P.S. What customer feedback changed the game for you?

Generating Real Value: Defining Product Attributes for Market Fit In today’s competitive landscape, generating real value hinges on a clear and obligatory definition of desired product attributes for achieving market fit. Without this clarity, driving effective responses through projects and operations becomes challenging, hindering business potential. Understanding Market Fit Market fit is the alignment of your product with strong market demand. It means your product meets customer needs so effectively that it drives acquisition, retention, and loyalty. Achieving this requires a strategic approach to defining product attributes. Defining Product Attributes 1. Customer-Centric Research: Understand what the market wants. Does it seek better prices or superior quality? Define the necessary tools for value mapping. Identify what pains your customers and how your product can alleviate those pains. 2. Competitive Analysis: Identify gaps and opportunities by studying competitors. Position your product to fill these gaps effectively. 3. Value Proposition Clarity: Clearly articulate your product’s unique benefits and how it solves customer problems. 4. Attribute Prioritization: Focus on attributes that align most with customer needs and business goals. 5. Continuous Validation: Regularly update and refine product attributes based on market changes and customer feedback. Impact on Business Operations A well-defined set of product attributes provides a clear roadmap for development and operational alignment: • Focused Development: Prioritize features that align with market desires for price and quality. • Resource Allocation: Allocate resources to areas that drive the most value. • Enhanced Collaboration: Foster better inter-departmental collaboration with a unified approach. • Measurable Outcomes: Measure success with clear, defined attributes, enabling data-driven decisions. Conclusion Generating real value through your products requires a strategic approach to defining what the market wants, whether it’s better prices or higher quality. Embedding this practice in your organization enhances operational efficiency and business growth, ensuring your product remains relevant and valuable.

Give the Client What They Need, Not What They Want: A Guide to Understanding True Client Needs; In the realm of business and product management, the mantra "Give the client what they need, not what they want" is crucial for delivering true value and building lasting partnerships. 1. Understanding the Difference: What Clients Want: Specific features or solutions based on immediate pain points (e.g., “We need a new dashboard”). What Clients Need: The underlying goal or issue that must be addressed for long-term success (e.g., better decision-making). 2. How to Identify True Needs: Conduct thorough discovery sessions and ask open-ended questions. Map out their business goals to align your solutions with their strategic objectives. Analyze current systems to identify gaps. Build strong relationships through trust and empathy. 3. Key Tactics for Uncovering Needs: Use prototyping and iterative testing to validate ideas. Organize workshops to gather insights from various stakeholders. Leverage data to back up your recommendations. 4. Navigating Pushback: Educate clients with empathy, connecting your solution to their goals. Show tangible benefits with examples. Offer compromises that address their wants while providing effective solutions. 5. The Benefits of Delivering What Clients Need: Client Success and Retention: Trust leads to repeat business. Reduced Rework: Fewer changes mean greater efficiency. Innovation Opportunities: Position yourself as a thought leader. Ultimately, distinguishing between what clients want and need enhances your impact and fosters trust. Strive to be a strategic partner rather than just a service provider, and you'll set the stage for long-term success for both parties. read more here https://lnkd.in/gWUBCafW

Are your clients losing confidence in your ability to adapt to shifting market dynamics? Address client concerns by proactively assessing trends, creating adaptable strategies, and offering tailored solutions that mitigate risks while capitalizing on opportunities. Conduct market trend analysis regularly to stay informed. Avoid dismissing early signs of significant shifts in the market. Collaborate with clients to align adaptation strategies with their goals. Avoid imposing generic solutions that lack customization. Use data-driven forecasting tools to predict emerging trends. Avoid relying on outdated models that fail to capture recent dynamics. Offer phased implementation plans for adapting to changes. Avoid overwhelming clients with abrupt, large-scale transformations. Assess the potential risks of not adapting to market trends. Avoid underestimating the long-term impact of stagnation. Leverage competitive intelligence to provide context for your recommendations. Avoid presenting trend data without actionable insights. Train teams to adapt client offerings in line with new market expectations. Avoid resistance to change within your organization. Demonstrate flexibility by revisiting strategies as trends evolve. Avoid rigidly sticking to a single approach. Communicate potential ROI from trend adaptation clearly to clients. Avoid vague explanations that don’t address client concerns. Offer clients pilot programs to test new approaches risk-free. Avoid pushing full adoption without validating initial results. Ensure clear, transparent communication throughout the adaptation process. Avoid neglecting client feedback during strategy execution.