Michael Murphy, Virgin's Brand Manager for Customer Service, discusses the secret sauce for the global brand that is Virgin. 200 companies across 29 countries.
Michael Murphy, Virgin's Brand Manager for Customer Service, discusses the secret sauce for the global brand that is Virgin. 200 companies across 29 countries.
As we entered the age of the (connected) customers it has become strategic to deliver a great customer experience. Emotion is the key to create a unique experience and engage your customers.
Delighting your customers. By empowering your employees and cultivating happy customers, you'll be in a much stronger position to retain, to upsell and to drive success among your customers. You'll pave the way for word-of-mouth referrals and stay ahead of your competition by battling the attitude of indifference that so often drives customers away.
This presentation is part of HubSpot's complimentary Inbound Certification. Get started at: http://academy.hubspot.com/certification
Why Good Service isn’t Good Enough: Shift Your Mindset- Before They Shift The...Integrity Solutions
Practical strategies for financial services organizations to shift to a customer-focused mindset. Five critical dimensions of sales success that are often overlooked. Tips for escalating attitudes towards selling.
World Class Service 2.0: Going Beyond the Basics of Customer ServiceRasmussen College
World class customer service is a critical element of any successful business no matter how small or how large your company is. Competition is fierce and one negative customer experience can affect your bottom line and spread across social media channels—affecting your image and your brand. This showcase will explore how your company can go beyond the basics of customer service to create a consistent and positive customer and employee experience. Our subject matter expert, Patty Sagert, teaches us how to set your business apart from your competitors by creating engaging, unique, and memorable customer experiences.
Watch the presentation: https://www.youtube.com/watch?feature=player_embedded&v=LorRx1ui3PI
Featured Speaker:
Patty Sagert
Campus Director
Blaine Campus
Rasmussen College
Inbound Certification Class 12: The Pillars of DelightHubSpot Academy
Customer delight is a competitive advantage that most organizations do not fully embrace or execute well! The Pillars of Delight class will teach you why customer delight is so important to creating an effective inbound strategy. You will learn the pillars of delight, the customer delight checklist and the seven customer delight guidelines that will help your business build trust with customers.
The potential to push a sales organization off course, but together they can create a perfect storm, requiring organizations to rethink their sales talent development practices. To stay on course and navigate the future, organizations need to adopt a multifaceted strategy to attract, select, engage, assess, retain, and continuously develop competent multigenerational global sales teams
Customer retention is on the mind of every salon or spa owner and manager. With the rising cost of acquiring clients, businesses must be innovative and proactive by engaging in effective client retention tactics! Join Ruth Gonzalez to learn 5 simple ways to increase your new client retention.
Email marketing is a great way to increase appointments, promote deals, and drive referrals & sales for your business. Join Jenna Shaffer, Constant Contact's National Product Trainer, and Ruth Gonzalez, Learning Specialist for Millennium Systems International, to learn how you can grow your business with email marketing.
In this hour, you’ll learn:
-The importance of email marketing and how it helps you grow your business
-Best practices for designing an email marketing message that grabs your audience's attention, including subject lines, email design and call to actions
-How quick and easy it is to create a professional-looking email to your clients with Constant Contact’s next generation editor
-How to sync your contacts from Millennium into your Constant Contact account for targeted messages
You'll leave the webinar with the confidence and skills to create and send successful marketing campaign.
Are you filling up those empty time slots in your appointment book? In other words, are you reaching maximum capacity? Do you know the industry ideal for productivity? Join Ruth Gonzalez to learn how to maximize productivity across all departments while increasing your overall revenue.
Creating successful partnerships with vendors and start upsBrian Pichman
Managing a partnership with vendors is a more effective strategy than building the typical client vendor relationship. A partnership is working together while a typical relationship is more just exchanging cash with product. Join Brian Pichman from the Evolve Project has he coaches you through building a strategic partnership with vendors, aligning yourself with start-ups, and working towards building a more focused approach in your day to day purchases. Brian will talk about the importance of win-win negotiation, networking, and how to work with your community to find extra funding, resources, or new programming ideas.
Customer Delight Training PPT for a service industry. This PPT helps in covering 6 key things customer wants and kindly also read trainer notes that helps in understanding the activities and facilitation. For any activity based content you can connect with me on melwani.jharna@gmail.com
Buyers have so much information available to them that they typically have already made 60% of their purchase decision before even talking to a sales rep. We need to change our sales process in order to support the buying process. Learn how to make this transformation by providing a relevant, personal, and delightful experience for each of your prospects from start to finish!
This presentation is part of HubSpot's complimentary Inbound Certification. Get started at: http://academy.hubspot.com/certification
As we entered the age of the (connected) customers it has become strategic to deliver a great customer experience. Emotion is the key to create a unique experience and engage your customers.
Delighting your customers. By empowering your employees and cultivating happy customers, you'll be in a much stronger position to retain, to upsell and to drive success among your customers. You'll pave the way for word-of-mouth referrals and stay ahead of your competition by battling the attitude of indifference that so often drives customers away.
This presentation is part of HubSpot's complimentary Inbound Certification. Get started at: http://academy.hubspot.com/certification
Why Good Service isn’t Good Enough: Shift Your Mindset- Before They Shift The...Integrity Solutions
Practical strategies for financial services organizations to shift to a customer-focused mindset. Five critical dimensions of sales success that are often overlooked. Tips for escalating attitudes towards selling.
World Class Service 2.0: Going Beyond the Basics of Customer ServiceRasmussen College
World class customer service is a critical element of any successful business no matter how small or how large your company is. Competition is fierce and one negative customer experience can affect your bottom line and spread across social media channels—affecting your image and your brand. This showcase will explore how your company can go beyond the basics of customer service to create a consistent and positive customer and employee experience. Our subject matter expert, Patty Sagert, teaches us how to set your business apart from your competitors by creating engaging, unique, and memorable customer experiences.
Watch the presentation: https://www.youtube.com/watch?feature=player_embedded&v=LorRx1ui3PI
Featured Speaker:
Patty Sagert
Campus Director
Blaine Campus
Rasmussen College
Inbound Certification Class 12: The Pillars of DelightHubSpot Academy
Customer delight is a competitive advantage that most organizations do not fully embrace or execute well! The Pillars of Delight class will teach you why customer delight is so important to creating an effective inbound strategy. You will learn the pillars of delight, the customer delight checklist and the seven customer delight guidelines that will help your business build trust with customers.
The potential to push a sales organization off course, but together they can create a perfect storm, requiring organizations to rethink their sales talent development practices. To stay on course and navigate the future, organizations need to adopt a multifaceted strategy to attract, select, engage, assess, retain, and continuously develop competent multigenerational global sales teams
Customer retention is on the mind of every salon or spa owner and manager. With the rising cost of acquiring clients, businesses must be innovative and proactive by engaging in effective client retention tactics! Join Ruth Gonzalez to learn 5 simple ways to increase your new client retention.
Email marketing is a great way to increase appointments, promote deals, and drive referrals & sales for your business. Join Jenna Shaffer, Constant Contact's National Product Trainer, and Ruth Gonzalez, Learning Specialist for Millennium Systems International, to learn how you can grow your business with email marketing.
In this hour, you’ll learn:
-The importance of email marketing and how it helps you grow your business
-Best practices for designing an email marketing message that grabs your audience's attention, including subject lines, email design and call to actions
-How quick and easy it is to create a professional-looking email to your clients with Constant Contact’s next generation editor
-How to sync your contacts from Millennium into your Constant Contact account for targeted messages
You'll leave the webinar with the confidence and skills to create and send successful marketing campaign.
Are you filling up those empty time slots in your appointment book? In other words, are you reaching maximum capacity? Do you know the industry ideal for productivity? Join Ruth Gonzalez to learn how to maximize productivity across all departments while increasing your overall revenue.
Creating successful partnerships with vendors and start upsBrian Pichman
Managing a partnership with vendors is a more effective strategy than building the typical client vendor relationship. A partnership is working together while a typical relationship is more just exchanging cash with product. Join Brian Pichman from the Evolve Project has he coaches you through building a strategic partnership with vendors, aligning yourself with start-ups, and working towards building a more focused approach in your day to day purchases. Brian will talk about the importance of win-win negotiation, networking, and how to work with your community to find extra funding, resources, or new programming ideas.
Customer Delight Training PPT for a service industry. This PPT helps in covering 6 key things customer wants and kindly also read trainer notes that helps in understanding the activities and facilitation. For any activity based content you can connect with me on melwani.jharna@gmail.com
Buyers have so much information available to them that they typically have already made 60% of their purchase decision before even talking to a sales rep. We need to change our sales process in order to support the buying process. Learn how to make this transformation by providing a relevant, personal, and delightful experience for each of your prospects from start to finish!
This presentation is part of HubSpot's complimentary Inbound Certification. Get started at: http://academy.hubspot.com/certification
Opportunity Management: The Key to Winning OpportunitiesAltify
There Are Only Two Reasons Why You Lose A Deal
Yes, just two! Either you should not have been competing in the deal in the first place (i.e. you did not qualify it properly) or you were outsold (either by a competitor or no decision).
Winning starts with four key questions:
Is there an opportunity?
Can we compete?
Can we win?
Is it worth winning?
Knowing which deals to resource and which to qualify out – is challenging. We agree.
Here’s what we’ve found:
Opportunity Management Matters! When you don't consistently follow a solid opportunity management process and methodology, you’ll miss important signs that often end up stalling or losing deals.
If there’s a chance that your team might be missing the real issues in your opportunities, watch and learn what you should be doing every single time, to maximize your opportunity to win.
While qualifying a lead might be relatively simple, opportunity management is a bit more complex. Selling today requires flexibility, judgment, and a focus on results—not process. There comes a point when the salesperson knows best when to take a particular action. In other times, flexible, intuitive CRM solution is the backbone of your opportunity management.
This is not an end-all-be-all primer for Territory Management - it was developed for a very specific situation to fix a very specific business problem.
Business owners generally go into business because they are passionate about what they do, not because they are passionate about running a business. Yet in today’s economic climate, it is even more important to understand how to effectively manage the business in order to survive.
The Business Growth Masterclass series is designed for smaller businesses. Its cost effective masterclasses give you the chance to understand how a business works and how to grow your business by working smarter, not harder. It’s like getting the practical bits from an MBA at a fraction of the cost.
Slide share Strategic Customer Relationship Management & The 7 Sins - compl...Dr. Ted Marra
The attached document goes into more detail regarding Strategic Customer Relationship Management. It represents the beginnings of a new book I plan to write during 2015 based upon my 40 years experience in this field. Let me know if it is helpful so that I can keep it in my plans for 2015. There will be more uploads shortly also on Strategic Customer Relationship Management containing journal articles I have written on the subject over the years.
This presentation takes you through a marketing process to attract ideal customers to your small business and gives you tips and resources to help you along the way
2. Too Many Executive Officers, and Far Too Many of Their Department Managers, TODAY , to Understand and Recognize the Importance of Sound Accountability Management
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5. Any Business Modeling Exercise Begins with Knowing Where We Are Today! That Means We Must Start by “Measuring What We Intend to Manage”! And That Means That We First Must Define and Understand the Important “ Metrics”
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17. “ If your management team would spend more time implementing the structure and disciplines to address these 24 points, you could cut your advertising dramatically within a year and never miss a beat. You would also have the higher profit margins and elevated customer satisfaction scores that come with selling more repeat and referral customers.”
18. “ If you're shaking your head “no way” to these claims, you have been brainwashed and need to shake yourself out of denial. You are an addict: an advertising addict, surrendering to the short term solution of throwing dollars at your problems, rather than the long term discipline it takes to improve your people and, thus, guarantee more profitable growth year after year.”
19. “ You don't need more opportunities. You need the discipline, focus and leadership to execute and sell the over abundance of prospects pouring through the cracks of your business day in and day out.” Copyright 1999 – 2004 The Dave Anderson Corporation. All Rights Reserved.
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22. First, We Must Understand the “Metrics” For Opportunities To Do Business (“OTDB’s”)
23. Now Let’s Focus On The “More Advanced” and “More Important” OTDB Metrics!
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Editor's Notes
How Many of You Have Experience in the “Operations” Side of the Car Business….As Well As The “Financial” Side? OK, This Should Be Interesting….Most of You Folks Are Probably All Accustomed To (and Comfortable With) Concentrating on Steps 1, 2, and 3! In the Training and Consulting Arena, We Need To Focus on All Five Steps, but We Try to Really Involve the “Operations Folks” (through a “Guided Discovery” Process) in Steps 4 and 5 (Assuming, Of Course, That You Folks Have Already Effectively Handled the First 3 Steps.) What Do You Think We Find To Generally Be the “Primary” Causes (Step 4)? Here’s an Example! Assume That We’ve Jointly Determined That Dealership Free Service & Policy Expense (All Departments) Is Too High (Which Happens to Be One of the Many Profitability Elements We At NCM Categorize as “Low Hanging Fruit” ( Describe !) ….What Do YOU Think That The “Primary” Causes Would Be?….. GET AUDIENCE INVOLVED !