Share to Twitter Share to Linkedin Most people think that customer service is a department that handles complaints and problems. There may be a department or contact center that does, but customer service is more than that. It’s a philosophy that must be embraced by everyone in an organization, and that includes sales. I had a chance to interview Frank Cespedes for an episode of Amazing Business Radio . Cespedes is a Harvard Business School professor and author of six books, including his latest, Sales Management That Works: How to Sell in a World That Never Stops Changing . One of his books, Aligning Strategy and Sales , was hailed by Forbes as “… perhaps the best sales book ever.” Here are five lessons he shared, with my commentary following, that should convince you that selling with service is today’s best sales strategy. 1. Sales and customer service merge together. Selling with service is all about what we do to enhance the sales … [Read more...] about Selling With Service: Five Sales Lessons From A Harvard Business School Professor
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Share to Twitter Share to Linkedin In a recent review of Patreon , a leading digital talent marketplace for creatives, the good news was very good. It noted, “Thousands of artists, vloggers, musicians, podcasters, and other creators make their living. The six-year-old startup currently supports more than 100,000 creators, who receive recurring donations from over 3 million supporters, and it has become the center of a growing ecosystem for supporting creators online.” The success stories on the Patreon site are encouraging; for example, Chapo Trap House, a podcast with 19,837 patrons at the time of writing, was paying over $80,000 a month. But, The Outline conclusion was less salutary: despite the success stories, few Patreon members produce enough income to break through the minimum wage barrier. As the article concludes, “Only 1,393 — 2% — make the equivalent of federal minimum wage ...” To be clear, many freelancers are using platforms as side … [Read more...] about The Best Digital Talent Marketplaces Are Accelerators: Is Yours?
Share to Twitter Share to Linkedin When most professionals think of leadership skills, they tend to think of topics like conflict resolution, emotional intelligence, people management, problem solving, strategic thinking, project management, etc. Most of us don’t readily think of facilitation skills, but maybe we should. As a corporate trainer who has taught many traditional leadership topics for nearly two decades, I’ve consistently marveled at how facilitation skills tend to be the superpower that flies under the radar…unfortunately. Early in my career when I worked as a certified business strategy consultant with a Fortune 10 company, I was fortunate enough to attend an intensive three-day facilitation skills training workshop. Hands down, it was the best training of my career. I learned not just the mechanics of how to run an efficient and effective meeting but more importantly how to address dysfunctional behavior within a group, how to help guide a group … [Read more...] about Facilitation Skills Just Might Be The Best Kept Leadership Secret
Share to Twitter Share to Linkedin In their excellent annual survey, Freelancing in America , Upwork points out that freelancers are more committed to the work needed to update and improve their skills, and more proactive learners, than traditional employees. Why? It shouldn’t be a surprise. Freelancers must keep their skills competitive and up to date. Whether a project manager or a software developer, your expertise is your golden ticket. Freelancers generally have less access to continuing education and certainly have less access to the cost (and time) free education that full-time staff are given. And, in turn, few online talent marketplaces have invested in education and skills building within their platform community. But, that’s beginning to change as thoughtful platform executives begin to actively and financially support the continuing competence of their freelancers, either as a free service or as a product offered for cost. For example, the … [Read more...] about The Best Digital Talent Marketplaces Are Educators
Share to Twitter Share to Linkedin Last month two audience measurement/ad tech companies, iSpot and 605 both competitors to Nielsen NLSN , announced a partnership with Conviva. Conviva is a global streaming analytics company that provides data in real time to subscribers. iSpot, which has a number of industry partnerships including. most notably. NBCU has been using Conviva data since last January. With the new agreement , iSpot will be embedding Conviva streaming data into their cross-platform audience measurement for ads and programming that will be available on the following day. In a statement, Emily Wood, VP of Business Development at iSpot.tv noted, “This collaboration makes it easy for all our network partners to authorize their first-party streaming data for use in our currency products and beyond.” Shortly thereafter, 605, which provides to their clients, television and cross-platform measurement, analytics and attribution also announced a … [Read more...] about Ad Tech Companies Are Partnering To Better Measure Cross-Platform Video Audiences
Share to Twitter Share to Linkedin While virtual meetings were viewed a nice alternative for most teams just a few weeks ago, they’re now a necessity in our new coronavirus induced remote work environment. For many this means days filled with back to back virtual meetings and conference calls. Unfortunately, when these sessions are poorly run, they don’t just waste a lot of precious time, the inefficiencies can also impact bottom line results. As a facilitation expert, I’ve not only led more meetings than I care to count, but I’ve also taught facilitation skills for nearly two decades and along the way I’ve learned the really common problems teams encounter when meeting virtually. Here are my top five along with recommendations on how you can minimize them. Problem #1 – Rambling Discussion Everyone knows the price we all pay when someone starts rambling during the conference call or virtual meeting. They’re going on and on – maybe they’re venting about … [Read more...] about How To Combat Rambling Discussion, Distracted Participants And Other Virtual Meeting Landmines
More experienced workers are better suited for some roles, but older workers, too, should not worry much about who they report to. (Representational image: LinkedIn Sales Solutions via Unsplash) I have been observing of late that hiring younger folks in most workplaces, and for most roles, is becoming the norm. As a 30-something-year-old, I have started to feel like a geriatric (except when I remind myself there is much of life ahead of me). Thinking deeper, I know why I feel this way; my interactions are mostly with youngsters and not so much with older people at work. While I bring in the experience, they bring in the ‘hustle’ and we live happily together. But my case is the exception. Workplaces today are missing out on a vast amount of competence and thought innovation by not hiring seasoned professionals above 45 or 50 years of age. While this is the norm at most startups (in the early stages, to be more specific), it also holds true for many other industries. The only … [Read more...] about Why workplaces need experience capital
Share to Twitter Share to Linkedin Although my sons have grown up in L.A., their first visit to Disneyland was just last year. There were two reasons for the delay: (1) scared as a mouse of massive crowds and hour-long lines; (2) I convinced myself Disneyland was too fancy – Leo, Hal, and Zev should grow up with more modest theme park experiences. Both orders were amply filled by nearby Knott’s Berry Farm. Knott’s is Southern California’s original theme park, built around a popular Depression-era chicken dinner restaurant. Walter Knott was a farmer with a penchant for innovation – he invented the boysenberry (named after his buddy Rudolph Boysen) – and assembled an Old West-themed amusement park around the restaurant so visitors would have something to do while they waited in line for Mrs. Knott’s fried chicken. When Walter invited his friend Walt Disney DIS to visit, Walt was impressed with how guests interacted with a mannequin in a ghost town … [Read more...] about Don’t Stack New Credentials, Staple Them
Share to Twitter Share to Linkedin Will Biometrics Be the Future of Payments? Tech companies Apple and Google, major influencers of consumer behavior, have done the heavy-lifting when it comes to biometrics acceptance . Their tech tools and ubiquitous smartphones have primed consumers to use their fingerprints or faces to access their devices. In addition, user IDs, PINs and passwords have become a friction-filled headache for many. Consumers who’ve grown weary of the need for unique passwords may increasingly view biometrics as a welcome change. As the pandemic prompted a shift toward contactless, payments players want to make transactions as frictionless and quick as possible, both to increase volumes and please customers. Tapping biometrics takes that a step further, proponents say, with ease of use and security both necessities in the digital age. [ Payments Dive ] Organized Credit Card Fraud Groups Create Fake Sites to Run Charges on Stolen … [Read more...] about This Week In Credit Card News: Biometric Payments Are In Our Future; How Thieves Use Stolen Cards
Share to Twitter Share to Linkedin Getty Getty Why isn’t HR leading the freelance revolution? It’s a topic of some importance to me as a former HR executive, author and consultant. And, I confess some disappointment. Speaking recently at a large HR leadership conference in Europe, fewer than 30% described their organizations as far along in defining their workforce in future. Fewer still saw their organization ready to benefit from the freelance revolution. In workshops I’ve delivered to HR executive audiences in New York, San Francisco, Washington, D.C., London and elsewhere, it’s the same: HR leaders are well aware of what’s happening globally as the freelance revolution gains traction, but aren’t applying that insight to their own company’s freelance use in a meaningful and strategic way. Too often, HR delegated management of freelancers to Procurement or the discretion of individual managers. For a great many HR departments the default … [Read more...] about Why Isn’t HR Leading The Freelance Revolution?