Do customers need more empathy
Blog post by Jodie Monger on April 17, 2014
Do customers need more empathy? How do you know? The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Do you include the customers’ rating of agents’ empathy to their situation as part of your current quality process?”
Twitter loses its crown as most preferred B2B social media platform
Blog post by Bob Apollo on April 17, 2014
B2B Marketing have just published a comprehensive 60+ page survey of business social media – and one of their key conclusions is that LinkedIn (94%) has replaced Twitter (89%) as the B2B marketer’s favourite business social media …
3 Keys to Success with CRM (No Matter Who You Are)
Blog post by Jason Jordan on April 17, 2014
CRM has been with us for decades, yet most sales forces still struggle to get the most out of it. And this struggle is not relegated to smaller, less sophisticated organizations – We see the same issues …
Consider the Roles Your Content is Playing Before Determining Its Success
Blog post by Steve Radick on April 17, 2014
Image Credit: Matt Becker “Can’t see the forest for the trees” –> An expression used of someone who is too involved in the details of a problem to look at the situation as a whole. Remember this scene …
Mobile CRM Drives Retailer ‘Clienteling’ Makeover
Blog post by Adam Honig on April 17, 2014
Remember the old-time shopkeeper who knew his customers so well that he practically had their orders ready when they walked through the door?In practice, few of us have probably known this type of retail experience. But it’s …
5 Things NOT to Do When You Respond to Members in Your Online Community
Blog post by Joshua Paul on April 17, 2014
So far, you’ve done everything right. You launched an online customer or member community and—even better—your community members have become active and engaged participants. Your company or organization is producing insightful, high-quality content and your discussion boards …
An Opportunity to Walk in the Customer Support Center’s Shoes
Blog post by Shep Hyken on April 17, 2014
The Customer Experience No doubt that customer service is a great differentiator. This is especially true in a world where a customer, depending on what they need, has many choices of businesses to choose from, all selling …
What’s Your Culture Code?
Blog post by Jeannie Walters on April 17, 2014
We got inspired this month to share a bit about our culture. Slideshare has asked members to share their #CultureCode presentations with the community, and we jumped at the chance. Our culture has a direct impact on …
Sales leaders — 5 tips for achieving your best from McKinsey & Co
Blog post by Janet Spirer on April 17, 2014
Centered Leadership, a new book from Joanna Barsh and Johanne Lavoie at McKinsey & Co, introduces the importance of mind-sets to effective leadership. They note that unfortunately leaders often attack a challenge without addressing the underlying attitudes …
A sales leadership red flag – sales turnover matters
Blog post by Richard Ruff on April 17, 2014
Sales leaders spend a fair amount of time and effort reviewing issues related to the cost of sale. The issues can vary from travel policies and territory designs to compensation structures and bonuses. An issue that is …