Customer complaints come from a slew of sources but more and more, social media is becoming a top way to unleash your fustrations. Adding social media to a multi-channel customer service approach requires careful planning, so here are four ways to set up an effective approach to solve those social... Read More»

I just finished reading Dan Pink’s latest book, “To Sell is Human: The Surprising Truth About Moving Others,” in preparation for his Sales Performance webcast. In the book, Dan slams old school sales tactics and reveals why knowing how to move others is crucial in today’s digital era. So I... Read More»

Email marketing has a large number of metrics that help judge the success of your campaigns. But how should you view these metrics in light of your overall marketing and business objectives? And if you use marketing automation software, how can this help? I sat down with Christopher S. Penn,... Read More»

We’ve all heard it before: time IS money. And, for small and midsize businesses especially, time is perhaps the single most valuable asset in your arsenal. With limited time and resources, what can you do to improve your sales productivity? Since we’re stuck with 24 hours to a day (thanks... Read More»

Connecting employees to each other and the corporate message is the holy grail for HR leaders. Traditionally they’ve turned to the IT team to roll out big heavy employee portals. Well, we all know how that played out- the world went mobile and social and the portals didn’t adapt. Now... Read More»

Let’s face it, most sales people dread making the cold call. Who wouldn’t? Essentially, you’re interrupting someone’s day to get something you need out of them: information, a meeting, a new sale, you name it. But at salesforce.com, picking up the phone is not only one of the best ways... Read More»

Social media is inherently human— after all, it is fundamentally about people and connections -- yet the reality is that communications on social channels can come off as less than personal even with the best of brands. The tendency to broadcast messages, one-way versus having a two-way dialogue, is caused... Read More»

Sales people are always looking to improve their ability to meet their goals, whether these are getting more leads, closing more business or maintaining a high customer retention rate. One way to improve these areas is to pay attention to successful local businesses you encounter. No matter this size of... Read More»

Influencer Programs have been the buzz for some time and when programs are done well, there can be great business success. The key however, is getting it right. Here are 5 myths that could be hurting your bottom line: Myth No. 1 – There's Only One Definition of an Influencer... Read More»

Culture and its relation to customer service was a hugely popular theme at this year’s Call Center Week in Las Vegas. Two top brands with well developed company cultures took to the stage at Caesars Palace to discuss the role of culture in helping to deliver world-class customer service; Google,... Read More»