Increase Employee Alignment for Sales Performance Acceleration

Increase Employee Alignment for Sales Performance Acceleration

Nice article by the Gallup Journal entitled Your Employees Don't "Get" Your Brand. Having worked with more than 100 companies over the course of my career, I wholeheartedly agree. From my perspective, there are three reasons why: Companies fail to identify their vision, mission, values and strategic positioning. A lot of senior executives think v...

Tom Smith

Tom Smith

10 Ways to Use Social Media to Accelerate Sales

Thanks to Eloqua and their "Grande Guide to the Social CMO" for the following to which I've added my thoughts. Do's: 1. Listen. Social media offers a unique window into the lives of colleagues, customers and influencers, but only if you don't "talk over" the opportunity. Adhering to a "listen first" philosophy will help you gain valuable insights ...

Tom Smith

Tom Smith

7 Ways to Leverage Your Best Customers to Accelerate Sales

Do you know who your best customers are? Not the ones who spend the most. Not the ones who visit you most often. The ones that tell others about your products and services. The ones that rave about you on Facebook. You have prospects, customers, satisfied customers and "raving fans" or advocates. Your raving fans are your most valuable customers. T...

Tom Smith

Tom Smith

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

Be Customer Centric to Accelerate Sales

Excellent webinar entitled "Unleash the Power of Marketing to Drive Innovation and Profit" presented by Ranjay Gulati, professor of business administration at the Harvard Business School and author of Reorganize for Resilience: Putting Customers at the Center of Your Business. Mr. Gulati shared the results of his research in which he studied the pe...

Tom Smith

Tom Smith

Empower Employees to Accelerate Sales

I just ran across notes I took from a webinar where David Leinconi was talking about his new book 5 Elements of a Dysfuntional Team. Given all I read about the percentage of engaged employees (29%), not fully engaged (45%) and actively disengaged (26%), I believe we as business owners, leaders and managers need to address this discrepancy to improv...

Tom Smith

Tom Smith

Say "Thank You" to Customer Complaints

The Corporate Executive Board Financial Services Practice Operations Council released a study which found that 90% of financial services customers do not complain when they have an unsatisfactory experience. Perhaps this is why four banks and two insurance companies account for six of the top 10 providers of poor customer service (http://wp.me/pYHt...

Tom Smith

Tom Smith

Customer-Facing Employees are Your Brand

I'm not a frequent flyer. I might take six to eight flights a year. When I have a choice, I fly American because I've had consistently good experiences with them over the past 30 years and my dad used to fly 100,000 miles a year with them. I've been surprised to see them ranked so low in customer satisfaction ratings. However, as I said, I'm no...

Tom Smith

Tom Smith

Are You Providing an Outstanding Customer Experience?

Over the course of my career, I've worked with more than 80 clients and companies in 18 different vertical industries. My goal in working with each was to identify their strategic positioning -- the long-term positive differentiation of their product service or brand. I also attempted to identify the vision, mission and values of the firm; however,...

Tom Smith

Tom Smith

11 Rules for Customer Retention

Thanks to The Wise Marketer for the list. Don't just collect data -- use it. Let your customers know that you hear what they're saying and here's what you're going to do based on their feedback. Treat customers the way you'd like to be treated. I suggest treating your employees the same, since that's how they will treat your customers. Your ...

Tom Smith

Tom Smith