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The Emerging Strategy of Innovative Service

Strategy Driven

The proliferation of self-service (while a blessing when it works) has made customers more frustrated when they feel trapped in a process with no live person to help. And the Internet, with its social media reach, has empowered customers with strong influence over other customers and the reputation of companies.

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The Twitter you may not know. But should.

Strategy Driven

Twitter is intended for you to inform with value, influence, brand, and (on occasion) to converse or respond, not chit-chat. In less than two hours I had 9 new followers, and 43 re-tweets or favorites that reached (influenced) MORE than 75,000 people. Copyright 2007-2013 by StrategyDriven Enterprises, LLC. Here are 3.5

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To bid or not to bid? That is the question.

Strategy Driven

The only people likely to influence change of modification are C-level executives. Jeffrey Gitomer is the author of The Sales Bible , Customer Satisfaction is Worthless Customer Loyalty is Priceless , The Little Red Book of Selling , The Little Red Book of Sales Answers , The Little Black Book of Connections , The Little Gold Book of YES!

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The difference between presentation and communication

Strategy Driven

All of them are based around the 75-year-old business book classic, How To Win Friends and Influence People. Copyright 2007-2013 by StrategyDriven Enterprises, LLC. If you’re really interested in better communication skills, take a course in it. Dale Carnegie ( www.dalecarnegie.com ) offers the best programs. Gitomer and Buy Gitomer.

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Help! My main contact left, and I’m panicked!

Strategy Driven

Who else is influenced by or involved with your product? Jeffrey Gitomer is the author of The Sales Bible , Customer Satisfaction is Worthless Customer Loyalty is Priceless , The Little Red Book of Selling , The Little Red Book of Sales Answers , The Little Black Book of Connections , The Little Gold Book of YES!

CRM 58
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Salespeople have questions. Jeffrey has answers.

Strategy Driven

UNLESS somebody in your family, somebody in your circle of friends, or somebody in your circle of influence knows someone up high at those big companies. Copyright 2007-2013 by StrategyDriven Enterprises, LLC. If they do, and you can be introduced, you can get in the door. Reprinted with permission from Jeffrey H. About the Author.

CRM 58
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How Much Does Customer Social Media Angst Really Matter?

Harvard Business Review

And for customers, the notion that any of us can talk back to big companies and have our claims addressed feels like a dream. Most brands are playing catch-up : in 2013 only 30% of brands had a dedicated customer service handle on Twitter, and only 10% of those brands with customer service handles reply to more than 70% of their mentions.

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