Most Active Articles 2013-05-19T10:56:16.475-04:00 Business Exchange Business_Exchange@businessweek.com urn:com:businessweek:bx:topic:most-active:customer-experience Michael Satterwhite msatterwhite763 urn:com:businessweek:bx:article:2884022998643706650-95556246c4a31285885c8edec3e37334 2012-11-17T08:11:15.482-05:00

While the death of PowerPoint is greatly exaggerated, it’s clear that your prospects don't want to face the Hell that is your massive slide deck with no engagement.

While the death of PowerPoint is greatly exaggerated, it’s clear that your prospects don't want to face the Hell that is your massive slide deck with no engagement. http://thesalesblog.com/blog/2012/11/08/if-you-turn-on-powerpoint-im-throwing-you-out/ Roz Bennetts rbennetts305 2 0 0 2 urn:com:businessweek:bx:article:1217486421453634367-d6ebdbde630296bdb1404c9accf48f7e 2013-05-18T12:52:37.545-04:00

Your job is to create the maximum value for your client in every deal. That sometimes means upselling.

Your job is to create the maximum value for your client in every deal. That sometimes means upselling. http://thesalesblog.com/blog/2013/05/17/on-upselling/ Roz Bennetts rbennetts305 1 0 0 1 urn:com:businessweek:bx:article:16289794801407635218-de02b3bfff8f9cc61ff2be1f7367bd63 2013-05-14T17:21:19.993-04:00

Remove the obstacles to a sale. Make it easy to order. Make it easy to pay. Everything matters. Everything counts.

Remove the obstacles to a sale. Make it easy to order. Make it easy to pay. Everything matters. Everything counts. http://thesalesblog.com/blog/2013/05/13/make-it-easy-to-buy/ Roz Bennetts rbennetts305 1 0 0 1 urn:com:businessweek:bx:article:11568724642359065036-b0a6e75f51e9355a1e8b7315b6cc2145 2013-04-22T19:36:02.620-04:00

The metaphor works. In sales, as in warfare, there is friction.

The metaphor works. In sales, as in warfare, there is friction. http://thesalesblog.com/blog/2013/04/21/on-friction/ Roz Bennetts rbennetts305 1 0 0 1 urn:com:businessweek:bx:article:8115346427403631447-e7494708367ac0108cf467625d5fe6d9 2013-03-11T19:45:13.086-04:00

Let’s take the word sales back. The next time someone asks you what you do, proudly look them in the eye and say, “I’m a salesperson.”

Let’s take the word sales back. The next time someone asks you what you do, proudly look them in the eye and say, “I’m a salesperson.” http://thesalesblog.com/blog/2013/03/10/taking-back-the-word-sales/ Roz Bennetts rbennetts305 1 0 0 1 urn:com:businessweek:bx:article:17413303945344119356-5259a413a65e1cce1fa8106e9d714c78 2013-04-11T12:13:30.568-04:00

Is there any question that you need to get better? Or is there any question that you need to act with urgency?

Is there any question that you need to get better? Or is there any question that you need to act with urgency? http://thesalesblog.com/blog/2013/04/10/10-things-that-have-dramatically-changed-sales/ Roz Bennetts rbennetts305 1 0 0 1 urn:com:businessweek:bx:article:7964382036399244199-8d057dc2986120e7c8dccf6509fe2264 2013-04-29T16:38:13.130-04:00

Here are ten things that I wish I'd have known before I started speaking.

Here are ten things that I wish I'd have known before I started speaking. http://thesalesblog.com/blog/2013/04/28/ten-things-i-wish-id-have-known-when-i-started-speaking/ Roz Bennetts rbennetts305 1 0 0 1 urn:com:businessweek:bx:article:10473423745486432635-83543d19e994c80b0d361eb8ecb3c8df 2013-03-31T09:31:41.113-04:00

Connecting Brands, Leaders, Employees, and Customers (by Bruce Temkin)

Connecting Brands, Leaders, Employees, and Customers (by Bruce Temkin) http://experiencematters.wordpress.com/2013/03/27/2013-temkin-experience-ratings-industry-results/ Bruce Temkin btemkin340 0 0 0 0 urn:com:businessweek:bx:article:8339112113127316296-34d53fe8860304c02f9c3ec15c72bc02 2012-11-20T08:41:29.435-05:00

We’re entering into the busiest season for retail sales in the U.S.with Black Friday this week and Cyber Monday next week. One of the key categories during the holiday season is TVs. Retailers plan to sell a lot of them between now and Christmas. So I decided to look into our consumer benchmark data to see…

We’re entering into the busiest season for retail sales in the U.S.with Black Friday this week and Cyber Monday next week. One of the key categories during the holiday season is TVs. Retailers plan to sell a lot of them between now and Christmas. So I decided to look into our consumer benchmark data to see… http://experiencematters.wordpress.com/2012/11/20/best-buy-delivers-highest-tv-satisfaction/ Bruce Temkin btemkin340 0 0 0 0 urn:com:businessweek:bx:article:6475367897896590661-83cfd1aaa226227c2bfc15aee5e21fd5 2013-04-23T10:14:04.767-04:00

The Invisible Sale shows you how to leverage digital tools to attract more qualified leads, shorten your sales cycle, and increase your conversion rates.

The Invisible Sale shows you how to leverage digital tools to attract more qualified leads, shorten your sales cycle, and increase your conversion rates. http://www.conversedigital.com/sales-prospecting/the-invisible-sale-book-tom-martin?utm_source=BusinessExchange&utm_medium=social_media&utm_campaign=BookLaunchPost Tom Martin tmartin858 0 0 0 0 urn:com:businessweek:bx:article:15120215044373341361-3a3863384a2e924c03b72ba76e9d4d77 2013-01-31T15:25:16.397-05:00

For companies interested in learning more about their customers, the ability to dig deep to gain new insights is a godsend. The companies that are most successful at leveraging Big Data to drive value share two key traits:

For companies interested in learning more about their customers, the ability to dig deep to gain new insights is a godsend. The companies that are most successful at leveraging Big Data to drive value share two key traits: http://insights.mcorpconsulting.com/blog/bid/81989/Is-That-Big-Data-In-Your-Pocket-Or-Are-You-Just-Happy-To-Have-New-Customer-Insights Michael Hinshaw mhinshaw100 0 0 0 0 urn:com:businessweek:bx:article:8817762918996934198-cc1294ff5d38b81a42bbcffa4d7f1522 2012-11-18T10:26:16.810-05:00

If you don’t have experience, deal with it directly and ask what you need to do to prove you can succeed without it—and the opportunity to gain that experience.

If you don’t have experience, deal with it directly and ask what you need to do to prove you can succeed without it—and the opportunity to gain that experience. http://thesalesblog.com/blog/2012/11/13/but-what-i-really-want-to-know-is-are-you-experienced/ Roz Bennetts rbennetts305 0 0 0 0 urn:com:businessweek:bx:article:15179684587441553059-bf021627cb853a3d7903b48467bc625b 2013-03-20T08:53:07.369-04:00

Connecting Brands, Leaders, Employees, and Customers (by Bruce Temkin)

Connecting Brands, Leaders, Employees, and Customers (by Bruce Temkin) http://experiencematters.wordpress.com/2013/03/19/sams-club-and-amazon-com-lead-retail-industry-in-2013-temkin-experience-ratings/ Bruce Temkin btemkin340 0 0 0 0 urn:com:businessweek:bx:article:3316938093528032946-2a647e10d79035d4d5d14d75bb8485db 2013-04-04T10:40:19.265-04:00

This is the third in a series of posts dedicated to creating more effective destination marketing strategies and tactics. Tom Martin, works with DMOs and CVBs.

This is the third in a series of posts dedicated to creating more effective destination marketing strategies and tactics. Tom Martin, works with DMOs and CVBs. http://www.conversedigital.com/digital-strategy/destination-marketing-strategies?utm_source=BusinessExchange&utm_medium=social_media&utm_campaign=KLpost Tom Martin tmartin858 0 0 0 0 urn:com:businessweek:bx:article:17342295126384537620-7ab3005db68c1ea84ef15f07deaeaf62 2012-12-10T10:01:22.304-05:00

When competing against a larger and established competitor, do what the other guy can't or won't, and figure out a way to create value there.

When competing against a larger and established competitor, do what the other guy can't or won't, and figure out a way to create value there. http://www.game-changer.net/2012/12/10/what-argument-can-you-win/#.UMX4Z3fNl8F Jorge Barba jbarba682 0 0 0 0 urn:com:businessweek:bx:article:7336235114082121410-cd691af87afabdb0967fa01d712ccd24 2013-01-12T11:46:55.230-05:00

If there is no way the person with whom you are negotiating is allowed to walk away with a win, then you are a poor negotiator.

If there is no way the person with whom you are negotiating is allowed to walk away with a win, then you are a poor negotiator. http://thesalesblog.com/blog/2012/12/30/some-thoughts-on-negotiation-and-fiscal-cliffs/ Roz Bennetts rbennetts305 0 0 0 0 urn:com:businessweek:bx:article:17569623011191156266-a780bd3b55fa4b4457d1eea9f93df77a 2013-03-07T16:24:28.844-05:00

Connecting Brands, Leaders, Employees, and Customers (by Bruce Temkin)

Connecting Brands, Leaders, Employees, and Customers (by Bruce Temkin) http://experiencematters.wordpress.com/2013/03/05/female-sports-enthusiasts-are-the-happiest/ Bruce Temkin btemkin340 0 0 0 0 urn:com:businessweek:bx:article:13914502753485710379-a1c12643922b20f1304239399e2ddb70 2012-11-13T20:26:32.052-05:00

Faced with the challenge of boosting its lunch-time sales, Korea's supermarket Emart came up with an innovative response: 'The Sunny Sale'€™.

Faced with the challenge of boosting its lunch-time sales, Korea's supermarket Emart came up with an innovative response: 'The Sunny Sale'€™. http://www.innovationexcellence.com/blog/2012/10/29/koreas-emart-revives-sundial-in-the-age-of-qr-codes/ Dru Sturgess dsturgess259 0 0 0 0 urn:com:businessweek:bx:article:8895749893448211684-53e7d8d28c24817c4b9a352c1c1869a4 2012-12-02T15:23:05.875-05:00

Thought leaders in the design community are raising the bar and sharing their unfiltered views and behind-the scene stories around problems, opportunities and challenges that businesses face today as they stretch and grow their brands. These elite perspectives are now available through a new Designer Showcase to connect innovators and brand leaders to the best design thinking around the world.

Thought leaders in the design community are raising the bar and sharing their unfiltered views and behind-the scene stories around problems, opportunities and challenges that businesses face today as they stretch and grow their brands. These elite perspectives are now available through a new Designer Showcase to connect innovators and brand leaders to the best design thinking around the world. http://www.innovationexcellence.com/blog/2012/12/02/elite-access-design-insight-foresight/ Dru Sturgess dsturgess259 0 0 0 0 urn:com:businessweek:bx:article:12518971926178513631-8cad8b791e9ae9b062b29b274b0b5dac 2013-02-14T13:43:32.158-05:00

“I’m satisfied” is how customers say “I’m open to something better.” The more satisfied customers you have, the bigger your cause for concern.

“I’m satisfied” is how customers say “I’m open to something better.” The more satisfied customers you have, the bigger your cause for concern. http://insights.mcorpconsulting.com/blog/bid/82380/You-Say-Your-Customers-Are-Satisfied-Uh-Oh Michael Hinshaw mhinshaw100 0 0 0 0 urn:com:businessweek:bx:article:10173139477895417109-1348721a6d30602fd8b7e0546de07cf9 2013-04-23T10:12:46.956-04:00

People who want to accomplish more (who doesn’t?) would be well-served to remember one thing above all others – do less!  AT&T’s humorous

People who want to accomplish more (who doesn’t?) would be well-served to remember one thing above all others – do less!  AT&T’s humorous http://pivotpointsolutions.net/2013/04/23/uni-tasking-your-way-to-excellence/ Andrew McFarland amcfarland051 0 0 0 0 urn:com:businessweek:bx:article:3497000285668468086-821903b8a48c3488c8a8c301343a7aae 2012-12-11T11:45:46.441-05:00

Download report for $195 We just published a Temkin Group report, The State of CX Metrics, 2012. This study of 200+ large companies shows limited improvement since last year. Here’s the executive summary: Companies with stronger CX metrics programs are more likely to be customer experience leaders and to outperform the business results of their…

Download report for $195 We just published a Temkin Group report, The State of CX Metrics, 2012. This study of 200+ large companies shows limited improvement since last year. Here’s the executive summary: Companies with stronger CX metrics programs are more likely to be customer experience leaders and to outperform the business results of their… http://experiencematters.wordpress.com/2012/12/11/report-the-state-of-cx-metrics-2012/ Bruce Temkin btemkin340 0 0 0 0 urn:com:businessweek:bx:article:8966011107920231643-835cb9b51c39c7dcd37c0a6c1b8dc6a1 2012-11-20T08:43:39.517-05:00

I often speak with Karl Sharicz, Manager of Customer Experience at SimplexGrinnell (a Tyco Company), because he’s a very active board member of the Customer Experience Professionals Association. During one of our recent conversations he gave me an update on the company’s NICE workshops, interactive sessions where local offices review customer verbatims and develop action plans. It’s a…

I often speak with Karl Sharicz, Manager of Customer Experience at SimplexGrinnell (a Tyco Company), because he’s a very active board member of the Customer Experience Professionals Association. During one of our recent conversations he gave me an update on the company’s NICE workshops, interactive sessions where local offices review customer verbatims and develop action plans. It’s a… http://experiencematters.wordpress.com/2012/11/15/simplexgrinnells-nice-workshops-engage-employees-in-voc/ Bruce Temkin btemkin340 0 0 0 0 urn:com:businessweek:bx:article:12804090779873903234-1c894b2ba9a029d5b04fa09076a5bf4f 2013-03-26T13:15:21.995-04:00

Connecting Brands, Leaders, Employees, and Customers (by Bruce Temkin)

Connecting Brands, Leaders, Employees, and Customers (by Bruce Temkin) http://experiencematters.wordpress.com/2013/03/26/fedex-leads-parcel-delivery-services-in-2013-temkin-experience-ratings-2/ Bruce Temkin btemkin340 0 0 0 0 urn:com:businessweek:bx:article:7713343960954277849-edbc6e0f390155f67ee16d4a981362f9 2013-03-20T08:47:50.468-04:00

Connecting Brands, Leaders, Employees, and Customers (by Bruce Temkin)

Connecting Brands, Leaders, Employees, and Customers (by Bruce Temkin) http://experiencematters.wordpress.com/2013/03/14/19401/ Bruce Temkin btemkin340 0 0 0 0