Content about Marketing

March 15, 2012
Inspiring Brilliance in Customer Experience

Communications company Everything Everywhere initiated the “Brilliance Program,” which aimed to make it the best-loved communications brand in the industry. How would to achieve this goal? By narrowing the score variations on performance between agents, and ensuring that customers consistently walked away from every transaction feeling loved.

By Nick Lane, Director, Strategy and Planning, Everything Everywhere

March 1, 2012
Case Study: The UPS Store/Cal Poly Training

Tapping the resources and expertise of California Polytechnic State University (Cal Poly), The UPS Store created a hands-on training program to help its nationwide franchise network say, “We can print that.”

By Marianne Hamilton,Training and Development Manager, The UPS Store network

When the franchisor of The UPS Store decided to grow its business printing services, it knew it needed a training curriculum for its franchisees that was consistent, scalable… and convincing.

March 1, 2012
Case Study: The UPS Store/Cal Poly Training

Tapping the resources and expertise of California Polytechnic State University (Cal Poly), The UPS Store created a hands-on training program to help its nationwide franchise network say, “We can print that.”

 

By Marianne Hamilton,Training and Development Manager, The UPS Store network

When the franchisor of The UPS Store decided to grow its business printing services, it knew it needed a training curriculum for its franchisees that was consistent, scalable… and convincing.

January 30, 2012
Conference Highlight: Market and Monetize Your Training Programs

Training, marketing, monetizing and social media can synergize, resulting in a high-quality, high-impact, high-return experience.

This industry insight is provided by Training 2012 Conference & Expo partner Citrix, providing e-learning platforms for development professionals.

January 30, 2012
Want Higher Performance from Sales Teams?

More than one of every three HR managers (37.9 percent) named Sales as the department most in need of training, based on a global talent management survey by NorthgateArinso.Training correlates to several key outcomes, based on AchieveGlobal research. Moderate to substantial coaching and training tends be related to higher deal sizes, greater increases in personal sales revenue, and generally more overall success compared with those receiving minimal coaching and training.

By Sharon Daniels, CEO, AchieveGlobal

Ultimately, all companies are in the business of sales. While goods and services vary from brand to brand, a company’s lifeblood is in the revenue generated from sales. That’s why it’s critical to consider what comprises an organization’s sales DNA—ranging from the talent of individual salespeople, to strength within the leadership ranks, to organizational structure.

December 6, 2011
When Did Robots Take Over Customer Service?

I recently checked into a hotel and found instead of a front-desk agent a self-service kiosk. This made me wonder if one-on-one training eventually will be a thing of the past. Will a computer actually fully take the place of both the personal training experience and the customer service experience?

By Scott T. Merrick Training Account Manager Signature Worldwide

On a recent trip to a well-known big-box retailer, I noticed with much pleasure a small child goading his mom into letting him scan their purchases through the self-service checkout. All I could think of was as a child I would have loved this, and now as an adult I was equally intrigued, so I went to one of the available self-serve kiosk and followed the instructions.

November 16, 2011
Use Telemarketing to Generate Qualified Sales Leads

Many accounting, consulting, law, technology, and other professional service businesses are turning to business telemarketing to generate new immediate, short- and long-term sales opportunities. For a sales lead generation program to succeed, though, the telemarketing team and the sales team need to share a unified definition of a qualified sales lead.

By Jim Graziano, President, Onset Marketing LLC

Business telemarketing is a reliable method to generate qualified sales leads. Many accounting, consulting, law, technology, and other professional service businesses are turning to business telemarketing to generate new immediate, short- and long-term sales opportunities.

November 14, 2011
Siemens USA Revamps Its Recognition Program

Siemens USA is a decentralized organization comprising autonomous business units—many of which have had their own employee reward and recognition programs in place for years. A successful transition to a company-wide program required skillful consensus building, as well as a flexible design approach. The resulting program is called “You Answered.”

By Mike Ryan, Senior Vice President, Marketing & Strategy, Madison Performance Group

Creating and implementing a successful large-scale employee recognition program in the workplace can be a challenge in any environment. Inherently, obstacles can be more complex within a self-governing business structure. Siemens USA—with 60,000 employees in all 50 states and Puerto Rico—recognized the need for a company-wide program that balanced its business autonomy with enhanced corporate-level visibility, oversight, and control requirements.

October 26, 2011
Equipping Contact Center Agents to Deliver Personal Service

Intelligent workflow technology that integrates with call routing systems to identify agent idle time and push training and coaching activities to the agent’s desktop is one way contact centers are improving the customer experience.

By Matt McConnell, President and CEO,  Knowlagent

“Wow! That automated attendant really delivered great service!” In an age of automation, how often do you hear a customer enthusiastically share a positive experience with a self-service or instant-service communication channel?

August 22, 2011
Job Transition: Tips for Succeeding in a Buyers’ Market

“Know thyself.” For professionals in job transition, blending this ancient Greek aphorism with a well-known marketing concept—the “Four P’s” of product, positioning, price and place—yields essential self-examination lessons. The key involves identifying, and then applying, these critical elements of the marketing mix.

By Tammy A. Beil, Executive Vice President and Chief Marketing Officer, Kelleher Associates

“Know thyself.” For professionals in job transition, blending this ancient Greek aphorism with a well-known marketing concept—the “Four P’s” of product, positioning, price and place—yields essential self-examination lessons. The key involves identifying, and then applying, these critical elements of the marketing mix.

August 19, 2011
Tell Me Where It Hurts… Prescription for an Effective Incentive

Achieving goals and producing results is possible through incentives, and it doesn’t have to hurt. In fact, it’s a proven remedy. Companies that invest in an effective incentive program use it as a business tool to achieve uncommon goals—good preventive medicine.

By Debbie Szafran, Business Development Manager, Sutton & Associates

“Tell me where it hurts.” Sound familiar? This is usually the first question we hear from the doctor when we are not feeling well. In order for the doctor to determine the cause, we must answer some questions so the best treatment can be prescribed.

July 28, 2011
Learning and Development at Sprint

Sprint sees the marriage between traditional and leading-edge learning methods as an ongoing opportunity that continues to evolve, and that is reflected in an evolving performance-system approach. Sprint University collaborates with business units such as Sales and Customer Management to develop performer support tools that drive improved efficiency and effectiveness.

By Dave Fogleman, Vice President, Sprint University

Results from the 2011 American Customer Satisfaction Index include this noteworthy outcome: “Sprint was unbeaten among major wireless carriers for customer satisfaction. In addition to tying for first place among wireless carriers, Sprint was also the No. 1 most improved company in customer satisfaction, across all industries, over the last three years.” This recognition highlights the great strides Sprint has made in recent years to improve customer service and customer turnover.

July 25, 2011
Why Doesn’t Cash Motivate...

If money is the root of all evil, is it also the root of all motivation? When talking about workplace performance and training, the experts’ consensus is a resounding “No.”

By Lorri Freifeld

If money is the root of all evil, is it also the root of all motivation? When talking about workplace performance and training, the experts’ consensus is a resounding “No.”

First, a look at some research:

July 1, 2011
Refocus Your Training on the Basics

Retooling your sales and service processes ensures your people a comprehensive selection of “how should I react in this situation” tools so they can focus on the customer, not on the product. Next, combine this new culture with an ongoing reinforcement and coaching plan that continues to give your staff additional tools they will need to be successful from the “Hello” at the beginning of a relationship to the ending, “Thank you, is there anything else I can do for you?”

By Dave Hamilton, senior vice president for Signature Worldwide

There has been an accelerated increase in consumer expectations the last few years. Yes, today’s economic climate has been a driving factor, but certainly not the only reason our customers now are focused on perceived value. The waste-not, want-not mentality, so visible and practiced by the traditionalist generation that was discarded by following generations, now seems to be the new status quo. It’s been said all things run in cycles.

June 23, 2011
The Emerging Field of Enterprise Engagement: Implications for Training

While it is has always been possible to implement the principles of engagement at the tactical levels of human resources and marketing, what is changing is the increasing number of CEOs committed to implementing engagement at the strategic level. That means engagement has the potential to drive considerable demand for training at multiple levels, starting at the top.

By Bruce Bolger, Managing Director, Enterprise Engagement Alliance       

June 2, 2011
Measuring Customer Service Training’s Impact

By investing in customer service training, employees will learn skills to provide better service up front and also uncover ways to reduce customer dissatisfaction. But the employee contribution is only part of the equation. A company must do its part by completing the pre-planning, goal setting, measurement, and readjustment phases.

By Kristen Meletio Kmetz, Regional Training Account Manager, Signature Worldwide

May 16, 2011
Motivated to Be Engaged

Since company culture is about providing a respectful workplace that encourages loyalty to the company, then providing great leadership, tools, training, and rewards also would be a part of that ideal culture, thus creating engaged employees. The objective is to design incentive programs that motivate the greatest number of employees, beyond the top performers alone. Models have been created to provide tiered incentives, so every employee has an opportunity, based on their level of engagement.

By Debbie Szafran, Business Development Manager, Sutton & Associates

Can people be motivated to become engaged at work? I recently was discussing with colleagues wording for incentive travel marketing pieces, and we became fully “engaged” in the matter of motivation versus engagement. After our discussion, I was “motivated” to write this article to stimulate more thought on the subject within your organization.

August 2, 2010
Want Engaged Customers? Then Engage Your Employees!

In today’s challenging economy, companies must deliver a compelling and differentiated customer experience if they are to survive and thrive. Indeed, most companies understand they need to actively engage their customers to build loyalty, deepen relationships, and gain access to insights that inspire future actions.

In today’s challenging economy, companies must deliver a compelling and differentiated customer experience if they are to survive and thrive. Indeed, most companies understand they need to actively engage their customers to build loyalty, deepen relationships, and gain access to insights that inspire future actions.

April 10, 2007
Grow Your Business One Customer at a Time

Customers make your business successful. Show them you appreciate their loyalty with these helpful tips.

Customers make your business successful. Show them you appreciate their loyalty with these helpful tips.

March 1, 2006
Plummeting Prices Create A Huge New Market For Digital Signage

As unlikely as it may seem, one of the more intriguing and glossy displays of digital signage just might reside in the lobby of the Denali Alaska Federal Credit Union in Anchorage

As unlikely as it may seem, one of the more intriguing and glossy displays of digital signage just might reside in the lobby of the Denali Alaska Federal Credit Union in Anchorage

August 1, 2005
Death by corporate overview and how to prevent it

As a sales and marketing consultant, I often hear the question, "How much of a company's corporate overview should we include in a presentation?" It's a good question, and the answer I always give is: as little as possible.

As a sales and marketing consultant, I often hear the question, "How much of a company's corporate overview should we include in a presentation?" It's a good question, and the answer I always give is: as little as possible.

May 1, 2005
The Race for Dealer Loyalty

David Weiss is used to awarding unique incentives to successful salespeople. But one reward requested by an office-product reseller's salesperson takes the cake. When asked what would further motivate this sales star, the rep's answer was, quite simply, a.⻼皺欸/

David Weiss is used to awarding unique incentives to successful salespeople. But one reward requested by an office-product reseller's salesperson takes the cake. When asked what would further motivate this sales star, the rep's answer was, quite simply, a.⻼皺欸/

January 10, 2004
Buying a good projector online is easy, but be sure to read the fine print

Buying projectors online is becoming easier and more convenient every day, and buying online can certainly save you time and money. But should you just grab the best price and be done with it?

Buying projectors online is becoming easier and more convenient every day, and buying online can certainly save you time and money. But should you just grab the best price and be done with it?

March 1, 2002
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Case study No. 2: Illustrating new ideas

Case study No. 2: Illustrating new ideas

February 10, 2002
case study

Behind the fat cheeks and cute grins of Keebler's beloved elves, selling crackers is serious business. Margins are low and competition is stiff. Market data, pricing strategies and buying trends are ever-changing and, to stay on top, a company must have t.⻼皺欸/ࠃ暼療.帉痾

Behind the fat cheeks and cute grins of Keebler's beloved elves, selling crackers is serious business. Margins are low and competition is stiff. Market data, pricing strategies and buying trends are ever-changing and, to stay on top, a company must have t.⻼皺欸/ࠃ暼療.帉痾