Poor Customer Service? UK Customers Quit Quicker, US Customers Shout More!
Blog post by Andy Hanselman on April 24, 2014
UK customers are more likely to quit a supplier because of poor customer service than Americans, but the Americans are more likely to tell others about their bad experience! That’s according to a recent report from NewVoiceMedia that reveals that …
The 90-day Marketing Plan: Building a Marketing Dashboard
Blog post by John D. Leavy on April 24, 2014
Let’s build our marketing dashboard in EXCEL just like last time when we constructed a marketing schedule that way we can share information between the workbooks if the situation arises. We’ll build the spreadsheet with the marketing …
Does Your Company Pass the $20 Trust Test?
Blog post by Xand Griffin on April 24, 2014
Cowritten with Kate Feather Customer trust is a topic that we are seeing in more and more of our clients’ customer feedback data. We have learned that customers define trust in two ways: 1) The firm conviction …
Cost Management: Busting The Top 5 Myths
Blog post by Mike Hutchison on April 24, 2014
Myth 1: Cost to serve is the call center’s responsibility. Truth: There are often problems that manifest in the contact center but have originated upstream – for example changes to policies or information that was sent to …
8 traps successful women avoid in b2b sales
Blog post by Janet Spirer on April 24, 2014
A few weeks ago we posted a blog: 6 traps successful women avoid in b2b sales. The 6 traps we identified were: Copying male salespeople versus leveraging your unique differences. Questioning that you belong. Seeking praise from …
Bring Your Own Success: The Impact of BYOD on Sales
Blog post by Rick Delgado on April 24, 2014
Businesses are hopping on board the Bring Your Own Device (BYOD) bandwagon at a rapid rate. BYOD is where workers are allowed to bring in their own mobile devices to conduct business. If it seems like almost …
Choosing Between A Good And A Better Customer Experience
Blog post by Jeremy Watkin on April 24, 2014
Last week I chronicled my recent purchase of a 2003 Subaru Forrester. There was only one problem with the car. The stereo was eleven years old and lacked any ability to connect my phone. How did we …
I Was Sitting On The Airplane And The Guy Next To Me Said, “What Do You Do?”
Posted on April 24, 2014
Typically, when someone approaches me on an airplane, I put on my Bose headset and smile. However, on this particular flight when the gentleman next to me said, “Hi! What do you do?” I said, “Hi. My …
Salesperson As Entrepreneur
Blog post by Dave Brock on April 24, 2014
When you think about it, sales people have an awesome amount of freedom–but also a huge amount of personal responsibility. In many senses, we really are entrepreneurs. Entrepreneurs run their own businesses. They have goals, translated both …
How courtesy can undermine agent performance
Blog post by Jodie Monger on April 24, 2014
[embedded content] How can courtesy undermine agent performance? How does that happen? The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Do your customers rate your agents’ level of courtesy as part of …