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Category Archives: Customer Service

Sales Trend 6: Moving CX & HX – really it’s all about people now

BarrettSalesTrends2018-logo-Sales-Trend-6-moving-CX-and-HX-really-its-all-about-people-now

Sales Trend 6 of Barrett’s 12 Sales Trends for 2018 is about the ‘human experience’ in businesses and sales. The terms Customer Experience and Customer Centric have been around for some time. These terms are now referred to in shorthand as CX. Now a new term is emerging – HX, the Human Experience. What does […]

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Is your organisation your worst ‘Sales Blocker’?

Many articles have been written about the many, many excuses salespeople come up with as to why they haven’t hit their sales targets, why they find it hard to sell, and so on. The accusatory finger always seems to be pointing at the salespeople. And sometimes this is fair, however, there are many reasons why […]

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Sales Trend 4: Buyer Behaviours, AI & the Future of Sales Roles

BarrettSalesTrends2018-logo-Sales-Trend-4-buyer-behaviours-ai-and-the-future-of-sales-roles

Sales Trend 4 from the Barrett 12 Sales Trends Report for 2018 is about buyer behaviours and the future of sales roles. According to Gartner Research, by 2020 85% of interactions between businesses will be executed without human interaction. [i] Automation has already diminished the number of people required for blue collar manufacturing roles; however, […]

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What does Selling Better mean to sales team’s retention rates?

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What do you make of this statistic? The average tenure of a sales representative across Europe and USA is currently 15 months. Ouch! There are other stats that also show the average staff turnover can be anything around 25-50% per annum, or more in some cases.  Some call centres experience turnover rates of over 70% […]

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Sales Trend 3: Human Centred Selling – designing Empathetic Customer Centric Cultures

BarrettSalesTrends2018-logo-Sales-Trend-3-Human-Centred-Selling-designing-Empathetic-Customer-Centric-Cultures

Sales Trend 3 from the Barrett 12 Sales Trends Report for 2018 is about Human Centred Selling. Bestselling author and business icon Stephen Covey once said: “When you show deep empathy toward others … That’s when you can get more creative in solving problems”. In this hyper connected world it’s easy to gain access to […]

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Forget NPS, it’s about NES (net easy score)

NPS-vs-NES

Making ‘my life’ easy in this complex world is customer experience gold. However, everybody obsesses about their NPS – net promoter score. If you haven’t heard about NPS before, it’s a metric for assessing customer loyalty for a company’s brand, products or services. Many companies use NPS as part of their customer relationship management (CRM) […]

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Why you shouldn’t let rudeness lead to the ruination of business and sales

Rudeness-Is-the-Weak-Persons-Imitation-of-Strength

In the midst of the trend and hype of ‘customer centricity’, ‘the customer experience (CX)’, ‘customer excellence’ and other such terms it appears there is something amiss – the rise and rise of rudeness, incivility, disrespectful behaviour, and the trend of behaving badly at work. This is not a new phenomenon; however, it is reaching […]

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Four tips to spot business opportunities.

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How many people in your business are in contact with customers on a daily basis? How many of them would be presented with new business opportunities but wouldn’t know what they look like or what to do with them? Lately, we are hearing a common theme coming from CEOs, sales leaders, and partners at professional […]

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Selling Better Case Study: How to do it properly

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A Barrett Selling Better Case Study Here is a brief snap shot of the current results of a major Selling Better project we started with one of our clients in 2015: 60 salespeople plus managers in a mid-tier speciality banking and finance company, Australia. 130% of sales budget year to date Sales pipeline confirmed business […]

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Are customer surveys useless?

are customer surveys useless

There is no doubt that automation saves time and money. It improves efficiencies and very often eliminates human error. But what happens to companies when they try to automate all of their customer interactions in an attempt to cut costs and yet still give the appearance of caring? In other words, what bad business decision-making […]

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