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3 Ways Customer Service Will Enhance Your Bottom Line

Some customer service departments may still operate under the assumption that the number of customer complaints they’re receiving is an accurate reflection of the number of actual customer problems. If complaints are down, satisfaction levels must certainly be up, right?<p>John Goodman, Vice Chairman …

10 Secrets To A Successful Sales Meeting

Are your sales meetings productive? Too many sales meetings are nothing more than a series of updates designed to help the sales manager do his or her job.<p>Ultimately, the salespeople in those meetings dread taking time out of their schedule to attend. Worse yet, they leave such meetings less …

Emotional Discipline: How To Control Your Impulse In Stressful Situations

<i>It’s nearly impossible to avoid stressful situations at your job, but the more you’re able to curb your negative impulses under pressure, the more successful you’ll be at work and in life. This article outlines different methods that help control impulses before they cause damage.</i><p>We all have things …

Sales Mastery: 10 Keys To Building Trust And Credibility With Your Customers

If you want to build trust and credibility with your customers, and hold on to them for life, follow these 10 important tips:<p><b>1. Avoid selling a solution that isn’t in the customer’s best interest.</b><p>Sometimes you just don’t have the right solution at the right price. If that is the case, it is always …

More Is Not Better: When It Comes To Leads, Quality Trumps Quantity Every Time

A sales exec recently told me he would “rather have 10 percent of my current lead flow with 80 percent of the leads being high quality, than the current state of affairs where only 5 percent of leads are qualified, at best.” In my experience, all sales professionals agree.<p>With a quantity rather …

Workplace Competitions: The Secret To Employee Collaboration?

A lot of companies rely on competition to motivate their sales and marketing teams around important initiatives. But here’s something that they might not even realize: With an added dose of friendly competition comes increased employee collaboration. In fact, a properly executed strategy has the …

The 6 Worst Decisions Sales VPs Make

Sales leaders have one task above all others: make the number. This task is accomplished as a result of dozens of big decisions throughout the year. The trick when making those decisions is avoiding the bad ones because when the bad decision is made at the top, the damage is multiplied.<p>We have …

Getting Past Gatekeepers to Reach Decision-Makers

At one time or another, all salespeople have been confronted with the dreaded gatekeeper—that office assistant or administrator who intercepts sales calls, blocking you from talking to the high-level prospect you want to reach. The conversation typically goes something like this:<p>You: “Hello, is …

Hello? Is Anybody There? The Need For More Personal Connection In Sales

The digital world opens up many new business opportunities, but it also threatens our personal connections—which, for salespeople, are our most valuable asset. Even with whisper-light computing power and immediate, 140-character Twitter posts, people still buy from people.<p>Social media and …

5 Low-Cost Marketing Tips For High Visibility

Ready to adopt these powerfully simple social media-supported methods to attract more customers and media coverage while spending less? Take a look at these five solutions below and notice how each method can build on the success of the previous one.<p><b>1. Be the Most Highly Recommended Business in</b> …

The Rise Of The Chief Customer Officer

The C-suite is suddenly getting more crowded. According to a recent study by the CCO Council, “the chief customer officer is becoming a staple of modern business.” The annual study reveals that more established brands are hiring C-level professionals who will lead the charge to resolve customer …

Waiting For Technology To Do Your Job?

Experts have been quick to tell us that technology changes everything—that Sales 2.0 is an entirely new way of working. And I was one of the first to scream: “No, no, no!”<p>Social media, marketing automation, the cloud, and other technological innovations have transformed the way we work, but not how …

Are We In An Era Of Eroding Customer Service?

I can’t help it—I still like to roll down my window when I’m driving and ask someone for directions. I also like to ask the server to recommend something when I’m ordering in a new restaurant. And I always ask the salesperson if the nearest register is open so I can pay for my things.<p>But lately, …

How To Align Customer Service With Other Business Units

Improve interactions between customer service and other business units with maps and indicators<p>In a traditional business model, customer service, sales, marketing, development and other business units work separately. Sometimes those who work with the clients directly have no actual interaction …

8 Confessions Of How I Made The Wrong Sales Moves

Customers will always want to challenge price and, for that matter, anything and everything for the sake of trying to get a better deal. But there’s a right way and a wrong way to go about getting the sale. Here are eight confessions of how I made the wrong sales moves. Learn from them and know …

Sales Pipeline Management: How To Unclog Your Sales Pipe

The sales pipeline is a way for you to envision the abstract concept of the sales process; basically, your prospective sale flows through the steps from new contact, to prospect, to lead, and so on until it emerges as a completed sale on the other end (like water through a pipe).<p>Of course, things …

Template For Success: 5 Keys to Creating A Winning Social Media Plan

With social networks becoming more and more ingrained in everyday business communication and gaining widespread acceptance as a marketing channel, your company needs to know how to connect with your consumer base.<p>So, do you have a plan around social media?<p>With dozens of social networks that each …

The First Rule To Productivity

If there is one thing that you can do right now to improve your productivity, it is to stop being productive long enough to plan your week.<p>You have a choice as to how you engage with the world. You can choose to be reactive, waiting for people and events to act on you and stimulate you to respond. …

Engage, Educate, Excite, Evangelize: 4 Keys To Social Media

There’s an old saying in business: “The customer is always right.” We all know that isn’t necessarily true all the time, but one thing is: The customers may not always be right, but they are always engaged.<p>Social media has given customers all around the world the opportunity to share their voice, …

5 Things You Can Do To Solve Tough Sales Performance Problems

When poor sales performance persists, and everything you’ve tried hasn’t worked, it’s tempting to sit back and say, “That’s just the way it is.” It’s probably the number one reason sales performance problems DO persist. Skepticism.<p>The Power of Positive Deviance is a generalized look at how unlikely …

10 Lessons From The 10 Most Influential Content Marketing Brands

Content marketing is a tough nut to crack. According to a report by the Content Marketing Institute, 93% of B2B marketers use it—but only 36% consider themselves effective content marketers.<p>Salesforce.com was recently named one of the 10 Most Influential Global Brands by LinkedIn—along with top …

SMB Lead Generation: 8 Ways To Better Generate Leads As A Small Business

<i>Just because your business is small, it doesn’t mean that your customer base has to be small as well. You can expand the size of your pool to include some pretty big fish; you just need to have a plan. Here are helpful tips that should have your small business generating more leads.</i><p>Customers are …

How Wearable Technology Can -- And Will -- Change Your Business

In recent years, wearable technology has become a hot topic in the tech industry. With its tight relationship with the Internet of Things, many insiders have designated wearables for business as the next big thing. But while the most talked-about new wearable technologies—such as theApple iWatch …

The Customer Code Of Ethics: The 7 Beliefs Of A Great Service Attitude

My father is a retired Colonel in the U.S. Air Force. He has a PhD in philosophy and taught at the Air Force Academy most of my childhood. He taught morality and ethics and spent his free time teaching it to me and my two brothers. A Code of Ethics is branch of philosophy that addresses questions …

The Cardinal Sins Of Customer Service -- And How To Fix Them

A recent projectable national study confirms much of what you probably suspect—that even though many companies claim they are emphasizing service, service is actually getting worse. Why? Companies often spend money on technology and staff that in effect pour gasoline on the fire, further inflaming …

How To Communicate Your Value On Your LinkedIn Profile

According to a recent Forrester study, business buyers define a valuable sales meeting as:<p>A meeting where the firm’s managing director, sales manager or one of their executives demonstrates that they understand their buyer’s specific business issues and they clearly articulate how to solve them.<br>• A …

The Art Of The Sale: 3 Steps To More Successful Selling

There is something almost legendary about the American salesperson. It might be America’s particular brand of capitalism that helps elevate the ideal of sales. Certainly the portrayal of the American salesperson in books, plays, and movies has done a lot to create romance around salespeople.<p>Even …

What Is Good Customer Service?

Unless your company has a stranglehold on your industry or was a first-mover, everyone agrees that in order to have a truly successful business, you need to have more than just a great product or service. Good customer service is the better half of a real successful business.<p>When we talk about a …

4 Vital Lessons Sales Teams Should Learn From Customer Service

Companies that want to achieve a high Net Promoter Score should ask themselves one key question: are your sales reps truly trying to help prospects, or are they only trying to help themselves? Customers form their first and most lasting impression of your company during the very first sales …