• 3 keys to become a customer-centric company

    Stop imagining and make it happen. “The problem often is none of us have the same shared vision of success with customers”. “You can reach customer-centricity when everybody understands and works toward the long-term goals.” How do you get there? When you help everyone attain the mindset, skill ...
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  • 4 things ‘lucky’ salespeople do right

    If you know a lucky salesperson, we’ll let you in on a secret: He’s not as lucky as you think. He’s a better opportunist. You might think the best salespeople are in the right place at the right time. But when it comes down to it, they do things that allow them to take advantage of what happens ...
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  • Happy customers spread the word: Here’s how to help them do it

    Almost 70% of customers who’ve had a positive customer experience would recommend you to others. They’re ready and willing to give you a shout out in social media, talk about you at dinner with friends, text their co-workers or even call their mother to say you’re great. Problem is, most organiz...
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  • Customers upset? Guess what they’ll do next

      When customers are upset, are you ready for their next move? This is how to prepare. Have your best people ready to answer the phone. Despite the attention social media gets, 55% of customers who are really frustrated or upset prefer to call a company. Just 5% turn to social media to vent...
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  • 6 ways to reconnect with customers

    Many customers are out of the habit of doing business. They haven’t interacted with companies – and their employees – for some time. Now it’s time to reconnect.  Front-line employees who work with customers have the best opportunity to rebuild relationships that were put on hold while people hu...
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  • Creating an effective online experience for B2B customers

    Most B2B companies aren’t giving customers the digital credit they deserve — and the customer experience could be hurting for it. Customers are savvy whether they’re B2B or B2C. They all research online before they buy. They all look for answers online before they ask. They all try to fix proble...
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  • How to persuade customers without pushing them

    While there are various short-term tactics to get customers to do what you want, the path to “real influence” has no shortcuts.  Pitfalls to avoid Urging customers to adopt a different way of thinking to sell to them, speaking more than listening, and becoming defensive, argumentative and stubbo...
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  • 3 proven factors that boost email response rates

    The first challenge is getting prospects to open your email messages. The next is ensuring that they read your copy and, eventually, click through.  The two biggest challenges facing web marketers in 2011 were generating relevant email copy, and delivering it at a time that maximizes response ra...
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  • Can you build loyalty when customers are only buying online

    It’s pretty easy for customers to “cheat” on you when you have a mostly anonymous online relationship. So is it possible to build true loyalty when you don’t personally interact? Yes, according to new research. Positive personal interaction will always be a key in building loyalty, but nearly 40...
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  • 5 core principles that form outstanding customer relationships

    Business success today is dependent upon developing mutually beneficial relationships that create shared value, solve mutual problems, and get both salespeople and customers to a place of “we” rather than the usual “us vs. them” tug of war. Here are five core principles that form the basis of a ...
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  • High-risk sales models that get results

    Determining which sales model makes the most sense for your business is a little like trying to balance a scale – every change you make on one side is bound to have an impact on the other. Case in point: A recent study highlighted a popular sales model that resulted in more than 85% of reps nati...
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  • Here’s proof customer service is most critical part of your company

    Without great customer service, your company could sink! Scary, but research-proven true. Here’s what you need to know (and do). Customers care about your products, technology and social responsibility. But they put their money on customer service and the overall experience. Service seriously co...
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