Here are some of the blog posts for marketers and contact center executives that we’ve recently found interesting. Hopefully you’ll get something out of them too!
In an era of hyper-connectivity, our biggest failure as B2B marketers very well could be our ignorance of how connected the world has become.
Dixon and Toman write, “Put differently, the average rep fills orders by reacting to existing demand; stars sell where customers learn (not just where they buy), shaping demand and teaching customers into the sales funnel. The best sales reps, it turns out, are just as good at marketing as they are at selling.”
If the cycle takes 9 months, that’s a lot of gray area for each stage. And all stages are not created equally in length of time or objectives that must be met for the continuation of forward motion. Plus, it occurs to me that the construct above is for us more than it is representative of our buyers.
Relevance Marketing and Selling point to the fact that any sales or marketing message must be expressed so prospects see themselves solving their problems, reaching their goals and objectives, and enjoying the success that comes from doing so.
Do you really understand the how and the why behind what your outbound lead generation team should be doing on daily, weekly, monthly, quarterly, and annual basis?
For Contact Center Managers
There are three steps to identifying performance gaps in call center agents:
- Create a bullet-proof monitoring form
- Develop a companion Call Quality Guide
- Hold frequent calibration sessions.
Loyalty comes with a number of perks, therefore pleasing everyone we can with a “wow” experience attracts more and more business.
Does a customer owe a tip for “good” service at a full-service restaurant in the United States? Yes. Should a supermarket customer always have to return her shopping cart to a designated cart corral? No. Perhaps she has a crying baby in the backseat or it’s starting to rain. Her only obligation is to pay for her groceries.
The following principles sound like they would apply to telemarketing. But in reality, you will need to apply them to all channels if you want your agents to provide quality service and maintain (if not improve) retention.