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SEPTEMBER 6, 2011 Messengers of Trust: Part II
The Why Companies will empower their employees to develop real-time relationships with customers on the Web because, despite the marvels of digital data organization and presentation capabilities, customers (humans) are organic beings, not machines, and still long for human contact in many buying situations. In Part II it is my intention explain the why. In Part III I will discuss the how. Though customers may use the Internet as an extension of their real world, they are no less human because they use it. In the offline world humans are the messengers of trust. Trust is perception.
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JANUARY 3, 2012 Web 4.0: The Era of Online Customer Engagement
customer is by presenting sales and service staff to customers at their website. In the prophetic words of Bob Dylan, “for the times they are a changin’” Right on Bob, right on! The one constant is change. And nowhere is this more the case than the way buyers are using the Internet. 2012 is ushering a new era where companies who don’t get customer engagement will be left to compete for the scraps. I’m not talking about luddites holding your company back. After all, you have a web presence. You’ve been dabbling with social media for a few years now.
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AUGUST 2, 2012 You've Heard of CRM, But Do You Know VRM?
In summary, VRM presents both opportunities and challenges for consumers and business alike. In 2006 Mike Vizard coined the term Vendor Relationship Management (VRM) as the counterpart to Customer Relationship Management (CRM). Though it has taken time for the idea of VRM to take hold, it will be growing in prevalence in the not-too-distant future. Who can blame them? ProjectVRM Wiki.
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JANUARY 5, 2012 How Weird are We?
Do you tailor your sales presentation to address those needs? By: Harvey Mackay. For years I have been promoting the concept that you must "humanize your selling strategy." The short explanation for this plan is that you must match your sales approach to the individual or company who will buy your product. How will it benefit them? Let's use envelopes as an example. What sets your very ordinary product apart from all the other envelopes that your customers can choose from? Your selling strategy. How you sell. The relationships you have built with the buyers. You are selling a person.
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JULY 30, 2012 Human Availability & Website Visitors = Great Investment
If you simply want to be present at the customer's moment of interest, call center type text chat should work just fine. The Internet has made buyers much more sophisticated. According to a 2011 WebVisible/Nielsen study, 80 percent of consumers say they have researched a product online before buying. Many consumers will investigate multiple sources in the process, from websites that feature product reviews to social media such as Facebook and Twitter. For, the window of reaction time to the customer opportunity does close quickly and today that reaction time needs to be immediate.
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DECEMBER 1, 2011 Conversion Rates: Interventions with Ghosts Visiting your Website
One of the most powerful methods is to enable your sales/service team to be digitally present during the prospect's visit. By giving visitors an entirely new choice – a live, trusted human being – it presents an on-demand and real-time option. In the last month you had 5,000 visitors to your website. You've learned from the sales department and CRM log files that 8 of those people picked up the phone and called you from your website. Another 17 people filled out the "contact us" form at your website. Well, let's talk about these ghosts in the system.
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WORKFACE Authenticity in a Shifting World… It’s Madness!
| TUESDAY, FEBRUARY 28, 2012
Just today I had the opportunity to sit in on a presentation
by Ken Rutsky, a veteran strategic product marketing expert with KJR Associates. More than ever before, customers are experiencing data overload. don’t just mean the volumes of informational and marketing messages confronting them, but the gross volume of data vying for their attention, both direct and subliminal. Have you acted like you’re listening to your spouse or significant other while the television is blaring in the background and you’re reading work emails on your mobile phone or tablet? MORE >>
WORKFACE Going Social in Search Engines
| WEDNESDAY, MAY 25, 2011
The social stream is good at presenting
topics and answers that we're not currently asking (but that our network presents
anyway). The way both search and social can live in a shared space is by thoughtfully presenting
a wider range of multimedia results that incorporate both the search engine filter AND my network filter. How can search engines become more social? By Lief Larson. Make no mistake about it, social media websites will start to operate more like search engines, and search engines will start to operate more like social networks. 42.34%. 28.47%. 15.33%. 13.87. MORE >>
WORKFACE Giving Your Website Visitors a New Choice: Human
| SUNDAY, MAY 8, 2011
your sales team to customers at the point of interest, you both help the customer to self-select and engage the right person on your team AND introduce the selling skills of your sales team to the customer at the earliest possible point in the research/decision process. by Lief Larson. If you could give visitors to your website a handshake, what would it look like? If you're like most businesses, you've invested a substantial amount of time designing your website to inform and educate visitors. Over 78% of commercial websites use "contact us" pages with form fields. MORE >>
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