One of the key lessons every sales professional has to learn and accept (and the earlier in their career the better), is that perception is reality, and the only perception that counts is the buyer’s. Once you learn this lesson you can begin to focus on communicating and delivering value, the right experience and the [...]
I am a big believer in technology, especially in improving efficiencies, even more so when that efficiency is aimed at improved communications with customers and prospects. However, as we have all experienced many companies confuse “messaging” with “communication” and automation with efficiency. I for one do not consider a generic auto responses as communication or [...]
Part II: The Ugly
Tuesday, in Part I we discussed The Good side of Customer Care, using Godaddy as an example of the Good, and a couple of Canadian wireless carriers exemplifying the Bad. Today we talk UGLY.
The Ugly category is characterized by Apple and the folks at the Apple Store in suburban Toronto. I have [...]
Part I: The Good and The Bad
While I usually focus on B2B occasionally I need to unload as a consumer, especially when I encounter three very different experiences I faced as customers. One good, the other truly bad, and the third, well, that was down right ugly.
There seems to be two trends in customer service [...]
If you are a regular reader of this blog (and thank you), you know that I am a big believer in recycling leads and lead management in general, some would call it lead nurturing. While there is an ongoing debate as to where marketing ends and sales begins, what aspect of lead qualification development should [...]
