12 Questions to Empower Employees and Accelerate Sales

12 Questions to Empower Employees and Accelerate Sales

The Gallup Management Journal published an article entitled, "Involving Employees in Change." In it they discuss the positive correlation between engaged employees and the likelihood the employees will act in the best interest of their employers, as well as the productivity of the organization. They share the employee engagement hierarchy and the 1...

Tom Smith

Tom Smith

Answer These 12 Questions to Accelerate Sales

Engaged employees = engaged customers = more sales. Ensuring your brand is aligned with your customer experience is critical if you want your consumers to be engaged with your brand. Every interaction your customer has with every element of your brand (phone call into your company, use, seeing it in the community -- actual and online) has an impact...

Tom Smith

Tom Smith

Nice Companies Accelerate Sales

Thanks to Peter Shankman, Stacey Acevero and Vocus for a great webinar today on "Nice Brands Finish First." I urge you to watch the webinar when you have 45 minutes, Peter is a GREAT speaker and storyteller. Peter would probably be happier if you bought his new book Nice Companies Finish First. Peter shares some wonderful examples of companies that...

Tom Smith

Tom Smith

12 Ways to Adopt a "Customers For Life" Philosophy

Regardless of what kind of business you are in, you're in the service business. We're all experts in customer service because we're all customers. We buy cars, haircuts, groceries, dinners and hire plumbers. We know the difference between companies that treat us right and companies that don't. We tend to do business with those we know, like and t...

Tom Smith

Tom Smith

7 Steps to Improve Customer Service to Accelerate Sales

Thanks to Kate Leggett, principal analyst at Forrester Research, for her recent article in the June 2013 edition of Customer Relationship Magazine (unable to find article online for link). Here are my thoughts on her seven steps. There’s plenty of research showing that companies that provide outstanding customer service perform better financiall...

Tom Smith

Tom Smith

Improve Your Company’s Vision to Accelerate Sales

This is the second of several posts on the elements of a brand platform with "Vision" being the first thing to tackle. Does your company have a vision statement? Do you and your employees know what it is and what it means? About half of the companies with whom I've worked have had a vision statement -- 90% of those were vacuous. As a result, there ...

Tom Smith

Tom Smith

9 Ideas about Innovation that will Accelerate Sales

I just read a fascinating article about Marissa Mayer in Business Insider. I don't normally recommend articles of this length, in fact I'd typically label it Tl;dr (too long; don't read); however, this article provides tremendous insights into Google, Yahoo and Ms. Mayer. If you're interested in any of these topics, I highly recommend the articl...

Tom Smith

Tom Smith

Improve Customer Experience to Accelerate Sales

A lot more money continues to be spent on demand creation and lead generation than on improving the customer experience or customer satisfaction. Yet a satisfied customer will spend more with you, more frequently and have a higher total lifetime value to the company -- B2B or B2C. So why don't more companies spend more time, and money, trying to pr...

Tom Smith

Tom Smith

Consumer Insights and Aligned, Empowered Employees

In a recent edition of Communication World, Steve Crescenzo writes about corporate communications for employees and their disinterest relative to other distractions like Facebook, You Tube, et al. While this is a challenge, there is a bigger challenge. One of the biggest problems I see in companies I work with today is the lack of adoption of the m...

Tom Smith

Tom Smith

6 Benefits of Being Transparent

Great article by Roger D'Aprix entitled "Cultivating a Culture of Open Communication" in a recent edition of Communication World magazine. The point of the article is that, "Without the conviction than an open communication culture is beneficial and necessary to business success, the effort will likely fail." As with everything else in business, o...

Tom Smith

Tom Smith