Editor's Note

Now, some of these have been trending for much longer than a year, such as our customers are becoming smarter than ever. Then there are cutting edge trends, such as cognitive analytics, where computers are thinking, not just computing, some continuing trends, and some new trends.

The Year Of The Customer: 16 customer service and experience trends for 2016

Before we can predict the future, we must understand a little about the past and a lot about the present. To see where we’re going, at least in the next year or two, just look at what’s been trending in the last twelve months. Now, some of these have been trending for much longer than a year. Our first item on the list is a perfect example. I said the same thing about customers being smarter than ever last year, and even the year before. Then there are cutting edge trends, such as cognitive analytics, where computers are thinking, not just computing.

Sales and Service Excellence December 2015 Advertisers

Following Up On Quotes?: Q&A for sales people

Realize that without a radical change in the way you do business, you are always going to have some people fall into the category of “not responding” to your follow ups. So, if you can change your results to something like five out of the ten people getting back to you, and three actually buying, you will have made a significant impact on your results. You’re still going to be frustrated with the five that don’t respond, but you will have dramatically improved your performance.

4 Secrets To The One-Call Meeting: Your powerful referral program

The #1 challenge sales reps face is getting to decision-makers quickly. Seven to 12 touches doesn't cut it. But when sales organizations put referral programs in place, reps don’t need to jump through hoops to get meetings. Because they have referral introductions from their prospects’ trusted colleagues, they always receive a call back.

Customer Service-Initial Training: The dos and don’ts

The first days and weeks on a new job in a new company can be overwhelming for a customer-service employee. There is so much to absorb, and there are so many details and systems to keep straight. Without a carefully constructed onboarding plan that takes place over weeks (if not months, depending on your company), a new employee can have a difficult time.

Do You Want to Sell? Or Have Someone Buy? - Part II: Understanding a buyer’s needs

You do some of the same things during your buying decision process. We all do. Our prospects and clients do also. No one begins at the end – the point of choosing a solution. No one (especially the more complex B2B sales) begins by knowing their full landscape of considerations. Usually others are involved with defining the full range of unique criteria.

5 Resolutions For Effective Sales Makers: A new year, a new you

With 2016 now upon us, the opportunity for success has never been greater! Wow…that sounds straight out of an opening line at one of your favorite motivational sales seminars, but nonetheless, it is true. This is absolutely one of my favorite weeks of the year because not only do I take the time to plan the entire upcoming year, but I also try to take a close look at some of the valuable lessons I learned from the previous one. The start of every year gives us all the opportunity to reflect and make the necessary adjustments to put us on the path to personal and professional improvement.

May The Force Be With You: A few tips from Star Wars for customer service managers

Customer Service and Call Center teams have a high turnover rate – some of the highest of any job type. From a conversation I hosted today on Twitter with ICMI (the weekly #ICMIchat Tuesdays at 1pm EST), the group commented on how low morale contributes to the quick turnover with CX or Call Center agents. Low morale can come from dealing with angry customers on a frequent basis; it can come from low pay or low to zero incentives to perform well; it can also come from lack of trust. Al Hopper, Director of Operations at SocialPath Solutions, said that turnover can be a result of “ever changing metrics, inconsistent policies; empowerment, loss of focus on the people behind the brand.” These reasons all rest in the hands of the CX managers or coaches.

Positioned To Sell: It is essential to create a position in the prospect's mind

Our society is changing more rapidly than our ability to respond to the changes, much less understand them. Positioning can help you to maintain a secure spot in the minds of those you wish to sell to. The concept of positioning was popularized decades ago by Al Ries and Jack Trout. They observed: “In our over-communicated society, very little communication actually takes place.” A salesperson, like a company must create a position in the prospect's mind.