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    Employment Notebook - Value of Strategic, World-Class Customer Service
by Anne MacKeigan and Tim Muma - Sep, 2015
With the push to virtual connections and technology-based services, there's a case to be made that customer care needs a greater strategic focus than ever before. Anne MacKeigan, customer care program specialist for Sandler Training, brings us her perspectives and examples on how customer service creates a highly-desired, repeat customer base. She explains parts of her book, "CUSTOMER SERVICE THE SANDLER WAY: 48 Rules For Str...
 
    Moving Up the Ladder - Myth vs. Reality: Business Beliefs, Part 2
by Ron Baker and Tim Muma - Mar, 2015
Ron Baker, radio host of The Soul of Enterprise, joins Tim Muma in another installment of Myth vs. Reality. Ron is the founder of VeraSage Institute and brings with him a wealth of knowledge in a wide variety of topics related to business, management and the knowledge economy. Once again, Ron tackles some phrases and ideas that you'll often hear in business, giving us the reasons we should believe them or look elsewhere for qu...
 
    Moving Up the Ladder - The Value of a Defined System in Sales
by Dave Mattson and Tim Muma - Mar, 2015
The sales profession has plenty of stereotypes and myths that have followed it through the years. While you often hear of the "art of selling," Dave Mattson prescribes to a different theory, based on having an effective system and a "science" to the sales. Dave Mattson is the CEO of Sandler Training, and wrote the foreword to the second edition of "You Can't Teach a Kid to Ride a Bike at a Seminar," written by David Sandler. T...
 
    Moving Up the Ladder - Myth vs. Reality: Business Beliefs
by Ron Baker and Tim Muma - Mar, 2015
Ron Baker, radio host of The Soul of Enterprise, joins Tim Muma for the latest edition of Myth vs. Reality. Ron is the founder of VeraSage Institute and brings with him a wealth of knowledge in a wide variety of topics related to business, management and the knowledge economy. He goes after some common business beliefs and phrases people utter across industries, telling the LJNRadio listeners which to believe and which to igno...
 
  Why Customer Experience Is Literally Everything
by Alexandra Levit - Mar, 2016
To business futurist Brian Solis, capturing an audience’s heart, mind, and spirit is mandatory. I had the pleasure of speaking with Brian Solis, principal analyst at the Altimeter Group, who has written a book that’s not really a book. X: Where Business Meets Design looks more like a sexy app than a business how-do, but it still does a great job explaining why customer experience, more than any other business priority, defi...
 
  Winning at Working: Grow Thick Skin
by Nan S. Russell - Mar, 2016
There’s a line in the movie Gracie that I love. Gracie is a teenager in the 70s who is competing for a spot on the boy’s high school varsity soccer team. In one scene, dejected and on the verge of giving up, her mother, played by Elizabeth Shue, tells her, “If you want to limit yourself, that’s fine. But don’t let other people do it for you.” Most of us do an impressive job of impeding our own paths with our detrimental sel...
 
  5 Ways Your Body Language Gives You Away: A Famed Mentalist Shares His Secrets
by Kathy Caprino - Mar, 2016
Ever since I obtained my Master’s degree in marriage and family therapy and studied communication theory, I’ve been fascinated by how we communicate and, in particular, how much information we share through our body language that we don’t realize we’re revealing. So when my son and I saw Oz Pearlman working his mentalist magic on America’s Got Talent, we both were deeply intrigued. Dubbed as “The Wall Street Mentalist” by C...
 
  8 Requirements of the 21st Century Customer
by Alexandra Levit - Feb, 2016
When choosing companies with which to do business, today’s customers look for a blend of traditional service traits and newer ones that have arisen with technology advances. We are now closer to 2020 than 2010. Whether you are a business owner or one employee out of thousands, and whether your job title is IT director or call center specialist, everyone today is in customer service. Here are eight mandates of modern custome...
 
  Do You Know Your Sales Terms?
by Alexandra Levit - Feb, 2016
What does a funnel have to do with revenue? If you’ve ever wondered what your process teams were going on about, you’ve come to the right place. You know the feeling. You’re meeting with someone from sales or marketing and you’re listening attentively as they passionately describe their project. You want to understand what they’re talking about, but you don’t have an MBA and some of the vocabulary is just lost on you. Howev...
 
  We all have "customers." And customer service is a key part of your job.
by Beverly Jones - Jan, 2016
Because I spend long hours talking with clients on the phone, good quality, comfortable headsets are among my most valued tools. A few months ago I needed new ones, but I dreaded shopping because of past hassles, like being stuck with equipment that didn't work with our telephones. I searched on-line and elected to place a phone order with Headsets.com, whose website invited me to "Call our Headset Advisors." My call was pr...
 
  Building Business Within a Community
by Alexandra Levit - Nov, 2015
The seeds of community can be critical when it comes to choosing a location for a new brick-and-mortar business, and small-business owners are likely to rely on personal connections to develop and sustain a strong customer base. Local ownership and even word of mouth, however, only go so far. Physical businesses should continually remind the community of their existence and engage in community outreach to help ensure a pipe...
 
  5 Healthy Snacks to Take to Work
by Mary G. White - Sep, 2015
The food that you eat during the workday can have a significant impact on how you feel and how effectively you are able to perform. It’s definitely important to take a lunch break, and there are plenty of great ideas for healthy lunches you can take to work that can keep you from having to eat in restaurants too often. It’s also a good idea, though, to keep some healthy snacks on hand – either in your desk or in your office re...
 
  Closing The Sales Productivity Gap
by Barbara Giamanco - Aug, 2015
In my recent Razor’s Edge podcast, I talked with Robin Saitz, CMO at Brainshark. The focus of our conversation was sales productivity and specifically, we talked about what is behind the sales productivity gap and what companies can do about it. Though we’ve heard through the years from CSO Insights that roughly 52% of salespeople do not achieve quota each year (and that’s in a good economy!), Robin told me that the TAS Gro...
 
  10 Tips to Take The Stress Out of Business Travel
by Mary G. White - Aug, 2015
Business travel can be stressful. This is true whether your job requires travel frequently or if you only take occasional business trips. Try these simple tips to help reduce the stress associated with working on the road. 10 Tips to Reduce Business Travel Stress Looking to diminish the stress of traveling for work? Try these helpful tips: 1. Advance planning: Plan your travel as far ahead of time as possible. This wi...
 
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