How to Set Up a Winning Customer Success Program

SlideModel

In 2019, 83% of Customer Success teams increased in size. In short, it’s the way you ensure that your customers are getting the most value they can out of your products and services. They have an in-depth understanding of all your product features, take the most out of the different service models available to them and, in general, feel positive about their experience with your brand. And as we all know, word-of-mouth and voice of customer data go a long way.

Body language on BBC Radio 4's 'Word of Mouth' (17 August, 2010)

Max Atkinson

If you missed my appearance on BBC Radio 4's Word of Mouth programme on body language earlier this week, you can listen to it again on the BBC website for a few more days - after which you'll still be able to hear it below. With social psychologists like that on the loose, is it any wonder that so many false and misleading claims about non-verbal behavior have become embedded in the mythology of management training

2010 63

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Trending Sources

In Sale, Total The Times-Picayune Staff Axed (will journalists at my hometown Jersey Journal be next?)

Jane Genova: Speechwriter - Ghostwriter

That kind of notice of a reduction in force has to be given in businesses with a certain number of employees. No irony these days of massive cuts in newspaper employment, a Times-Picayune reporter Haley Crorrell was in New York City to receive The Dart Award for excellence in her field. Since May 2, 1867, the Jersey Journal has been the voice of the little people.

2019 43

Super Bowl Commercials Preview

TJ Walker Interactive

Honda is winning the battle of the pre-Super Bowl commercial buzz by releasing its new commercial starring Matthew Broderick as Ferris Bueller. By releasing this commercial early, and by having released a 10 second teaser before, Honda is cornering the market on word of mouth buzz. The danger of doing this, if there is any, [.].

Marketing - No, LinkedIn Isn't Always THE Must

Jane Genova: Speechwriter - Ghostwriter

What you notice is plenty of indirect and direct marketing by law firms.  Word-of-mouth recommendations by those in the loop. For that reason even in the tradition-bound world of law firm culture, the in-house marketers should be continually experimenting. Look at LinkedIn. However, a new survey by Greentarget, reports Patrick Smith in Law.com , found that's not very effective in new business development.

Why Customer Centricity Will Win You More Business (in 2020)

SlideModel

Customer centricity definition is pretty simple: create the best possible customer experience (CX) you can by placing the customer in the heart of your company’s marketing, product development, and operations. As the definition points out, CX is only one aspect of a customer-centric culture. Or, in other words, “sprays and prays” that more people will buy from them instead of cultivating, long-term profitable relationships with the existing customers.

2020 61

10 ways to grow your business

Craig Strachan - Keep Talking!

Word of mouth – tell all your friends. Be outrageous – do something so out of the ordinary that you get free publicity. In the Company of Leaders – free ebooks On the the keynote sessions at the recent Toastmasters Convention. Advertise on company and community notice boards. Free announcements in local/community newspapers. Barter your services in exchange for free advertising. Business cards – never leave home without them.

2009 116

Dollar Store Branding - Excommunicado

Jane Genova: Speechwriter - Ghostwriter

Soon enough, through word of mouth as well as media coverage, there could be an unofficial excommunicado against all dollar stores, as there had been in film "John Wick 3." " When the dollar store first entered neighborhoods, both affluent and low-income, its branding was on the side of the angels. Yes, dollar stores sell food but not much in the way of fresh vegetables and fruits.

2019 43

Read a book -- you'll be a better speaker

Speak Schmeak

There are plenty of egregiously misquoted expressions in writing, but I'm specifically referring to spoken words here, the kinds of things you hear people say out loud and that cause you to cringe at their ignorance. There's a correct way to say all of those phrases, and if you're misquoting them onstage, your audience will cringe as well. How do you ensure that your grammar, pronunciation, and expression of the English language don't end up causing you embarrassment?

2013 183

Millennials No "Easy Rider" Generation - Harley-Davidson's Sales Continue Downward

Jane Genova: Speechwriter - Ghostwriter

Harley-Davidson can't regain its cultural hold as a symbol of freedom. Enthusiastic word of mouth can follow.  The "Easy Rider" mindset isn't catching on with Millennials.    For 2017, reports MarketWatch , the company's motorcycle revenue dropped 6.8% to $4.92 billion. Global sales were down 6.7%, with the largest drop in the U.S. , at 8.5%.

Rider 40

Books Sold Online: Testimonials don't help

Jane Genova: Speechwriter - Ghostwriter

  It takes plenty more than that static measure in this era of folks orbiting on the web and mobile at such high speed.   Give that talk at the Chamber of Commerce and issue periodic press releases.    Word of mouth will surge. Hustling colleagues, family, and friends to pen a testimonial about your book for Amazon.com isn't panning out as an effective tactic for sales. 

Local Businesses: Forget promoting through social media

Jane Genova: Speechwriter - Ghostwriter

We choose our local restaurants, clubs and bars through word of mouth, right?    And the word of mouth we increasingly depend on for that is through social networking sites, right?    That's among the findings of the Pew Internet and American Life Project.    The study  discovered that 51% of adults do go on the Internet to find out information about local dining and partying. 

Second-Hand Cool - How the Game Gets Played

Jane Genova: Speechwriter - Ghostwriter

That was back in the time when those hit hard by The Great Recession woke to the option of buying gently used whatever. In 2016, when I relocated from the 122-degree temperatures of the southwest to the midwest freeze I purchased coats, sweaters, gloves, and wool hats at the Austintown, Ohio Goodwill. While shopping I also found about 60% of what I needed to furnish the large-sized apartment which is typical of the midwest but not the southwest. 

2019 43

Getting "Yelped" - VA Supreme Court Looking At This

Jane Genova: Speechwriter - Ghostwriter

" Internet leaders like Google, Facebook and Twitter submitted amicus (friend of the court) briefs contending that forcing the identity issue conflicts with freedom of speech. Another option is to set in play a gigantic word-of-mouth advocacy brigade. Both Big Business and Small Business are getting "yelped." " Without providing their identity consumers can post negative reviews on that online site.

2014 53

The Secret Formula for Writing a Bestseller

Succeed Speaking

Good news: there are lots of formulas! If you’ve been following Succeed Speaking for long, you’ve probably read my outline of Brendon Burchard’s strategies for making The Millionaire Messenger a #1 New York Times Bestseller, and perhaps you picked up some tips from my interview with Gretchen Rubin , author of The Happiness Project (also a #1 New York Times Bestseller). leveraged the power of bundling (a la Tim Ferriss).

2011 126

Upselling, Cross-Selling - That's The Way Direct-TV Lost My Sale

Jane Genova: Speechwriter - Ghostwriter

What blew it was the aggressiveness of the sales rep. The brand took a hit, at least in the word-of-mouth and word-of-mouse that I will be passing along.   Standard in sales, even at call centers, is to train in upselling and cross-selling. Usually attached is an increased commission, so the practice seems attractive to newbies.

High Profile = High Risk

Jane Genova: Speechwriter - Ghostwriter

I found out about them through word of mouth. Among Arianna Huffington's success strategies had been creating, maintaining, and increasing a high profile. That seemed to serve her well. She came into a financial windfall when AOL purchased her liberal media website Huffington Post. However, as a prominent brandname out there, she has been a media target since she left managing that.

2016 50

Toys R Us: Kid anchors cluing in adults what to give this holiday season

Jane Genova: Speechwriter - Ghostwriter

As Ragan.com reports, Toy R Us "launched a series of ads and online videos in which kids serve as 'anchors' of a toy-centric news network aimed at cluing parents in to the big kid trends."  In our child-centric society, it's a crime against humanity to give Johnny or Madison the wrong toy for Christmas.    Therefore, this promotion, devised by ad agency Escape Pod, is bound to be a homerun for Toys R Us.

Frantic Isn't a Disease of Youth

Jane Genova: Speechwriter - Ghostwriter

And, too bad for him he was unable to exit that vortex of frantic.    He, of course, couldn't listen to the diagnosis I was making of his marketing communications. At the top of the list was the Google was the new homepage. The odds are that his business, which had been successful for most of his career, will collapse. By time demand bounced back, he would be out of time. He has lots of company among older business owners.

2020 40

Media - Trust Down to 32% (Source: Gallup)

Jane Genova: Speechwriter - Ghostwriter

Many of the pontificators proved wrong wrong wrong. No surprise, Gallup found that trust in them is down to a new low of 32%. In addition, we are no longer naïve about coverage shaped by political points of view. Also, there is the growing issue of fake news. For that reason, word of mouth is becoming more powerful as a way to be informed. Also, we are going to the horse's mouth, that is multiple versions.

2016 43

Flash Sales and Branding - Can the 2 co-exist

Jane Genova: Speechwriter - Ghostwriter

Once a model works, at least for a brief time, there will be those who will leverage parts of it for quick results. Back in 2007, as the world was on the brink of The Great Recession, flash sales provided a raw tactic to unload inventory and bring some cash flow. Now, many businesses have become aware of the importance of branding. Increasingly, I receive requests to create copy on MailChimp for variations of flash sales.

2016 43

Out of Things To Sort Out with Your Career Coach? - Start on What-Ifs of a Recession

Jane Genova: Speechwriter - Ghostwriter

So many who have gained from career coaching simply run out of things to sort out.    If you are one of those, you can start on the infinite what-ifs associated with a global economic downturn. What the recession following 9/11 and The Great Recession of 2008 taught us was not to hope for the best. Instead, we must strategically plan and implement prematurely coping mechanisms in case of the worst-case scenarios. Success can leave one speechless.

2018 43

Pet-Insurance Employee Benefit: Can help improve employer branding

Jane Genova: Speechwriter - Ghostwriter

 By word of mouth millions upon millions will hear how Company X's pet insurance made it possible to feline Muffin to beat cancer.   Of course, that raises the question: Are employers not offering pet insurance at a branding disadvantage? Science is helping our animal companions live longer.  But such extended care can run big vet bills.

2013 47

Residential Cleaning - Blurring of Collars

Jane Genova: Speechwriter - Ghostwriter

Cleaning houses is a niche in the labor market that is growing at about 6% (Source: Bureau of Labor Statistics).  Any entrepreneurial person can pick up assignments through word of mouth or can purchase a franchise.   The compensation can be better than that of retail.   Where she is based - the Youngstown, Ohio Metro area - much of retail pays a little over $8.

2018 40

Goodwill Retail - Best Value Brand

Jane Genova: Speechwriter - Ghostwriter

And, that's what I have already set up through movers I have found through word of mouth. You might be wondering: Okay for a laundry basket, but don't I fear "bugs" in other kinds of merchandise? In Austintown, Ohio, the Goodwill Store at 6000 Mahoning Avenue is packed with shoppers. That's when other discount retailers such as the dollar stores are empty. 

2016 53

Not Leaving Las Vegas - Recalling the Saga of Stuart Shorter

Jane Genova: Speechwriter - Ghostwriter

  There is growing homeless created by: Landlord Nation, that is, high rents with no caps for the percentage of increase at lease-renewal time. Attend any 12-step meeting and there is plenty of speaker presentations about winding up on the street because of booze. Mental illness, much of which science doesn't yet understand.   That's no new story, of course. For Las Vegas one of those businesses is tourism. There is a fine of $1,000.

Saving Staples: More than small-business' nostalgia

Jane Genova: Speechwriter - Ghostwriter

Millennial startups don't remember the rightsizing of Corporate America.  Many of us hung out shingles.  Soon enough we found out through word of mouth that our new best friend was Staples.    Earnest clerks at Staples guided us through the agony of what business stationary to purchase and did we really need official office furniture, at least right then.

2014 50

Dying Alone - Fearing The Bad PR, Not Lack Of Audience

Jane Genova: Speechwriter - Ghostwriter

Hospice nurses tell us all the time: Patients will wait until the relative, friend of caretaker leaves the room to die. What does bother me is this: The media and word of mouth will spin the solo flight as "sad." Had I made wiser choices, I would have a cast of thousands to cheer me on as I headed for that great Word Program in the sky. Yet, many members of happy families die alone daily.

2015 52

An Executive’s Guide to Pricing Strategy Models

SlideModel

After all, as Utpal Dholakia, author of How to Price Effectively: A Guide for Managers and Entrepreneurs writes: . The good news is that much of the legwork has already been done before you. Today, you have at least three major data-backed product pricing strategies to lean on when you are trying to put a dollar figure on something: Cost-based pricing — prices are based on COGS (cost of goods sold), plus an appropriate profit margin for the industry. Pros of price skimming:

Drudge Report - 'Twas the Day After Christmas And All Through the Malls.

Jane Genova: Speechwriter - Ghostwriter

The Drudge Report didn't headline with the death of actor/comic Ricky Harris at age 54. It had done that for both the death of George Michael and the massive heart attack of Princess Leia, that is Carrie Fisher. The Drudge Report headline today was the strange and scary phenomenon of fights in malls across America. Some speculate that the outbreak of petty violence might have been coordinated by social media.

2016 43

Those Student, Customer, Client Evaluations - High Angst Among Workforce

Jane Genova: Speechwriter - Ghostwriter

Remember when our jobs and professional mobility primarily depended on what our superiors were thinking and the word of mouth of the powers that be? Even if you are a competent professional or operator in a call center, you could be terminated because of those negative surveys. On A professor of language has a sense that her contract will be renewed for at least one more year. However, negative student evaluations could knock her out of the box.

2015 50

PowerPoint program on BBC Radio 4

Max Atkinson

There was an excellent Word of Mouth programme about PowerPoint on BBC Radio 4 this afternoon (excellent because so many of the criticisms were the same as those in my books on speaking and presentation!). The discussion also made me wonder why the producers of BBC Television News, who have become increasingly obsessed with PowerPoint style news reports (see HERE and HERE ), don’t bother to listen to and take notice of the good advice coming from BBC Radio 4

Radio 50

Labor Force Participation Plunges To 62.2% - Has America Become Phobic About Looking For A Job?

Jane Genova: Speechwriter - Ghostwriter

Six months ago a neighbor got off the bus, walked the 20 foot to the package store, bought a six-pack of Bud Light, went into his apartment, and hasn't applied for a job since.  After that, when I had brought up, a few time, the subject of "looking for a job" he turned sheet-white, his body stiffened. Of course, I dropped even mentioning that. My neighbor is among the growing number of Americans who have given up on finding work.

2015 50

Yes, It's Come to This: Wanting to Quit All Social Media But Can't, Not Professionally, Not Socially

Jane Genova: Speechwriter - Ghostwriter

The communications assignments will have to come from responding to help wanted, referrals from those who already know me, and word of mouth in the new location. And most of my friends have veered away from voice except for business. It turns out that I am not alone is wishful thinking about bolting out of all social media. You bet, that lack constitutes the new form of professional shaming.    My version of that takes place in the desert. 

2019 40

Product-Led Growth (PLG): The Ultimate SaaS Business Growth Strategy To Pursue

SlideModel

Or in the words of late Steve Jobs: People don’t buy from you for you. They buy from you for a better version of themselves. This is why it makes sense that 84% of executives now believe that experience-driven businesses are now outperforming their competitors. In essence, rather than betting heavily on aggressive outbound marketing and sales enablement, such SaaS companies poured most of their resources in building the best product imaginable in their category.

2020 40

U of Minnesota Law School - Template for Academic Crisis Communications

Jane Genova: Speechwriter - Ghostwriter

The changing world of academia has become the setting for ongoing crisis. The flashpoints range from the cost of tuition to career preparation and actual job placement. In the law school niche, the crisis has taken the shape of keeping seats filled without engaging in unethical or even illegal actions. As Elizabeth Olson reports in The New York Times , the University of Minnesota has taken a multi-dimensional approach for crisis communications.

Facebook: No "Dislike" Category in the Happy Valley

Jane Genova: Speechwriter - Ghostwriter

There were so many of them for our college buddy Tom Cordaro that the official memorial his wife Karen held seemed downright redundant. But, in essence, it's the kind of good-values setting we Baby Boomers experienced through the then-new medium of television. However, the downside of the happy value could be that our clients won't be reaching youth. On Facebook, we like all the time. We share.  We freely comment. We post photos. We view videos.

2014 40

Verbal Self-Defense Made Easy (and it's your perfect right)

Jane Genova: Speechwriter - Ghostwriter

  None of this is rocket science. The reality is that you've been around for 30 years and 98% of new assignments come in through word of mouth.   As you build up your confidence in your ability to defend yourself verbally, your presence will reinforce those words. For decades, psychologists and communications experts have been telling you that you have a perfect right to verbally push back. The trick is doing that in an effective manner.

2018 43

Book plugging news

Max Atkinson

It's 10 days since I posted some comments about the impact of BBC 'plug-a-book' shows on sales, following a mention of Speech-making and Presentation Made Easy (see above) on the BBC website. As expected, it soon slipped back from its all-time high of 1,841st in the Amazon bestsellers chart, but it's still been averaging about 220,000 places higher than it was before the plug on the BBC website.

Plug 43

Suicide: Don't tell a story without it

Jane Genova: Speechwriter - Ghostwriter

Would "A First-Rate Madness" be selling so well had the author Nassir Ghaemi not thrown in some juicy tales of suicide?    Part of that popularity might be due to the word of mouth coming from people who are shocked when they read that those profiled in the book were not only emotional messes but had tried suicide, sometimes more than once. For example, Martin Luther King jumped out of a window twice. 

2011 40

End Town v Gown: Start with interns

Jane Genova: Speechwriter - Ghostwriter

  The distance between seems infinite to those wanting to reach in and turn members of the academic community into consumers.    They can provide the insider knowledge about campus life as well as become a source of contacts.    Word of mouth and mouse is powerful in academic life. Businesses surrounding the campus are here and the students as well as the faculty are there. 

How to find ‘corporate’ freelance writing gigs

Six-Figure Freelancer Blog

But when it comes to landing ‘corporate’ (business or non-profit) writing gigs, it’s a whole other matter… Why is it that many of us find sales and marketing difficult to do? While I do not have the marketing budget of a major corporation, I can use my marketing tools in a planned and systematic manner to generate new and repeat business. Out of site is out of mind, so make generating repeat business one of your marketing strategies.

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America's Public Libraries Go Proactive on Funding Pre-Recession - Model of Toledo Lucas County Library's Smart Public Relations

Jane Genova: Speechwriter - Ghostwriter

Groups book the community room for activities such as presenting the secular-humanists point of view. That's why smart public relations is a must-do to keep the flow of funding going. One of the best examples of a public library which knows how to tell its story is the Toledo, Ohio Lucas County Public Library.    Not long ago I treated myself to one of those specialized bikes from Wersell's Bike Shop , located on W.

2019 40