August 13th, 2010 Drew Stevens
In a competitive business environment the one advantage that a business will have is business intelligence. With our knowledge-based economy, knowledge is power. Business Intelligence empowers business users to make more informed decisions by providing timely, relevant, and accurate information wherever, however and whenever they need it.
Business intelligence is highly important for organizations that desire to be more strategic amongst industry and individual competitors. The use of information allows organizations that are malleable to make the immediate changes necessary to be innovative and competitive. In addition erratic changes in the marketplace enable organizations to meet the needs of increase customer demand such as labor, production or delivery.
With computers and mechanization now entering a sixth generation, the increase in large databases and mobile devices positively affects how organizations can react to market needs. Real time information immediately enables organizations to run analytical reports and scenarios to gain competitive advantages. So where then are these places to obtain some of this pertinent data?
- Company information – There is gold in them hills. Discover the gems that already exist in your corporate databases. It is ironic when those that need information forget to look at the light in front of them.
- Annual Report. There is a major concern that with the amount of work and effort involved, many do not read these treasure troves of data. The content from executives and directors is invaluable.
- Mystery Shopping and Consumer Feedback. Customers are the lynchpin to competitive data. Meet with them often to discern your organizations strengths and limitations.
- Daily and Weekly Periodicals. At one time a manual position but the convergence of technology has eliminated the public relations department. Public Relations epitomize the success of any organization. The use of RSS readers and other business intelligence software enables organizations to understand what stakeholders and publics say.
- Research Journals. Wall and Main Street constantly report on company information and the data is very helpful in understanding company position.
- Real Time Feeds. The prowess of Dow Jones, Reuters, Bloomberg and other feeds capture real time information to enable spontaneity to current events.
Knowledge is power and content is king. Business intelligence is the strategy to success, if your organization seeks to be more competitive. Do not allow the firm to be a pawn. Create the information necessary to trump your competitors and become an industry leader.
©2010. Drew Stevens PhD. All Rights Reserved.
Posted in Customer Relationship Management, Drew Stevens PhD, Sales Training, Uncategorized, business development, customer relationships, lead generation, marketing, marketing techniques, prospecting, qualifying, sales help, sales skills, sales strategy, sales techniques, selling skills, selling techniques, selling tips | 1 Comment »
August 10th, 2010 Drew Stevens
I recently reviewed a “Lead Generation Survey” by CSO Insights and found the following. “In 2007, customer acquisition ranked number two on the list, where 65% of the firms surveyed listed it as a key priority for marketing.” (CSO Insights 2010)
Perhaps I am mistaken but isn’t the reason to be in business customer acquisition and retention? Was I sleeping? If acquisition and retention of clients is not a priority what on earth can be first?
This statement conjures three very specific issues:
1. Firms that are avaricious and favor profits rather than customers.
2. Firms that lack a solid strategy with a core driving force.
3. Poor leadership.
The major goal for business is customer acquisition and retention. Customer to customer influences is stronger than ever. Simply put, customers become marketing avatars espousing the organizations’ value. In fact, nothing happens in a company without a customer! Therefore, there only priority is customer acquisition.
©2010. Drew Stevens PhD. All rights reserved.
Drew J. Stevens Ph.D. (Dr. Drew) is the author of Split Second Selling and the soon to be released Ultimate Business Bible and six other business books on sales, customer loyalty, self mastery and business development solutions. Drew helps organizations to dramatically accelerate revenue and outstrip the competition. He conducts over 40 international keynotes, seminars and workshops per year. Dr. Drew is the founder of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Acceleration. To discover how Dr. Drew can assist your organization visit his marketing and sales website or call 877-391-6821.
Posted in Business Development Solutions, Customer Relationship Management, Dr. Drew Stevens, Drew Stevens PhD, Sales Training, Uncategorized, account management, asking questions, business development, closing techniques, cold calling, customer loyalty, customer relationships, customer retention, customer service, lead generation, sales help, sales skills, sales strategy, sales techniques, selling skills, selling techniques, selling tips | 1 Comment »
August 5th, 2010 Drew Stevens
My family and I were having issues with our television service and called our provider for assistance. After being placed on hold and conducting numerous tests a technician was dispatched to our home 12 hours later. Considering, this is not bad,
The following morning a technician arrives and conducts a battery of tests to determine the source of the issue. We speak for a few moments and without hesitation he returns to his truck and begins to replace every cable box we have. No questions, no further tests, nothing. More importantly, there was more interest in moving from my home to the next and just getting through the day. The technician illustrated little passion, little interest and little customer connection. This was simply a job.
Service providers have an obligation to perform higher than those with products. With a myriad of competitors the only line of differentiation is customer service. Customers are the purpose of business not an interruption. Remain attentive to customer retention or risk facing a power outage.
2010. Drew J. Stevens PhD. All rights reserved.
Drew Stevens is one of the world’s leading authorities on Sales Marketing & Business Development Solutions . Drew is the author of the successful sales process book Split Second Selling. He is also the creator of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Acceleration. To discover how Dr. Drew can assist your organization visit his marketing and sales website.
Posted in Customer Relationship Management, Drew Stevens PhD, Sales Training, customer loyalty, customer relationships, customer retention, customer service, entrepreneur, legal marketing, marketing, marketing techniques, practice management, practice management for chiropractors, sales help, sales skills, sales strategy, sales techniques, selling skills, selling techniques, selling tips | 1 Comment »
June 17th, 2010 admin
The odds of your business surviving five years are 50-50 according to David Birch, former head of a research firm specializing in studying small business data. (Isen 2007) There are many reasons why a business will fail. Much research is available to denote which factors are the most important, however, it appears that most business fail because they lack focus on the organization’s most vital asset – customers.
Solo practitioners begin a business for two reasons; money and passion. Business professionals desire to take their passion and make money from it, and there is little harm in this. There is no better way to enjoy your time on earth than to do the thing that you enjoy.
However, with passion there is a need for focus. Presently with the cacophony of noise due to the Internet and social media resources, consumers are overwhelmed with messages. Consumers today require differentiation to denote whom to shop and whom to avoid. Unfortunately the Internet’s ubiquity hinders variety so that only option remaining the builds brand and business success is customer service.
Customer service is simply the organizational culture and processes that entrepreneurs create to ensure allure. Consumer decisions are driven by emotion. Service must be enculturated into the organizations so all staff become dependent on the client. This is an important construct; there is little difference from one retailer to the next or one restaurant to the next with one exception- customer service. When treated correctly, customers inform others of their experience helping to manifest the organizations brand and announce it to others. No marketing tactic in the IMC process is as cost effective as a word of mouth.
When customers believe and trust their vendor they tell others helping to create brand differentiation. Exemplars include Apple whose retail outlets are the busiest of any mall and Zappos.com whose unblemished customer service helps helped to brand to proliferate.
If there is little belief in customer service think again. According to both Dun and Bradstreet and the Small Business Administration, businesses with fewer than 20 employees have only a 37% chance of surviving four years. Customer service can provide the life raft of success if used correctly. In reviewing the success statistics, would you rather be a follower or a leader?
©2010. Drew Stevens PhD. All Rights Reserved.
Drew Stevens is one of the world’s leading authorities on business development and sales. Drew is the author of the successful sales process book Split Second Selling. He is also the creator of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Fitness. To discover how Dr. Drew can assist your organization to increase their business development skills visit him at www.stevensconsultinggroup.com
Posted in Customer Relationship Management, Dr. Drew, Dr. Drew Stevens, customer loyalty, customer relationships, customer retention, customer service | Comments Off
May 3rd, 2010 admin
Like many individuals that suffer from time and talent, my green thumb lacks color so I prefer to use the services of a lawn care company. It is one thing to use a lawn care firm to save time but another to waste time for poor service.
During the past two years, the organization delivers services I did not request. Within 72 hours of application the company hands off to a Call Center that repeatedly calls my home seeking payment! . Worse yet the firm has my private cell number and has contacted with me during business meetings to obtain payment for services I did not order.
Although I explain the concerns of fees- their sole purpose is to get the money. They are very aggressive.
For the third time in two years my wife and I terminated the service of TruGreen. In early April 2010, I returned from a business meeting to find a technician once again applying chemicals to my lawn even though services were cancelled. Once again I called to cancel. Suffice to say it is easier to catch a taxicab in New York City on a rainy day then get a manager to return a call.
With the inherent lack of customer service and leadership from my local office I wrote a brief note to the President and CEO of TruGreen to have my issues immediately corrected. He never called or wrote. He had a manager in the local office call me five days later to amend the issue.
The reason why service today in many firms like TruGreen is so poor is because leadership is poor. Leaders in many organizations do not serve as exemplars. Organizations exist for one reason- acquisition and retention of clients. When there is little or no service there are few customers.
Companies wonder why there is no loyalty and why brand suffers. Organizations do not create allure when poor management places a pall on culture.
More ironic is that ServiceMaster owns TruGreen. Ironic when the sister organization cannot extol the company name. Service Blaster is more suitable.
There are seven secrets for selling effectiveness. Click here For a Free Report 7 Secrets to Selling Success
Drew Stevens is one of the world’s leading authorities on business development and customer satisfaction. Drew is the author of the successful sales process book Split Second Selling. He is also the creator of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Fitness. To discover how Dr. Drew can assist your organization to increase their business development skills visit him at www.stevensconsultinggroup.com
Posted in Customer Relationship Management, Dr. Drew Stevens, Economic Volatility, account management, asking questions, business development, closing techniques, customer loyalty, customer relationships, customer retention, customer service, lead generation, leadership development, sales and marketing, sales as a career | Comments Off
April 12th, 2010 admin
In the last several weeks I have solicited over 20 vendors for a variety of reasons; restaurants to home improvement centers. There is a stark contrast in treatment from one establishment to the next. Most bewildering is the general lack of focus and respect for customer service. The simplest issue for any business is retaining clients by treating them well. Research over many years proves that it is less expensive to maintain your current client base rather than acquire new.
As a business development and customer service consultant I am more sensitive to the issues. However let me offer some free advice that will save organizations money, time, stress and most of all, customers.
• When a customer walks into an establishment or walks to a cashier please have your staff smile and say hello. The world’s icebreaker is an empathetic smile.
• Remember customer’s names. The sweetest sound customers hear is the name of their name, do not screw it up, repeat it the name if needed.
• Have nametags available for all employees. Nothing is more bothersome than to not know the name of staff.
• Eliminate the ready, fire, aim approach to service. Start having employees listen and question. Nothing can be heard when both sides are speaking.
• Check the baggage. Consumers do not care if employees received a ticket before work; have a toothache or the myriad of other excuses. It is about the customer not the worker. Bad attitudes are to be left at home.
• When possible have all employees wear ubiquitous uniforms especially in service establishments such as doctors, specialists, etc. It is helpful to know staff from vendors or perhaps other customers.
• Have staff address me formally unless told otherwise. Respect is the better part of valor no matter the generational differences.
• Inform staff that cell phones and the rude act of text messaging are off limits during work hours. Attention must be given to the customer not the evening date.
• Ensure background checks on delivery personnel. In the last several weeks I have noticed seven traffic infractions. The most notable – Stop sign avoidance!
• Stop the banter. When clients arrive undivided attention is to be given to them. Refrain from rumor mongering and speaking ill of the previous client.
• Offer frequent customers some type of VIP service. The most treasured become your greatest marketing avatars.
• Create a customer culture all hired need to be focused on your greatest asset- customers.
• People remember the first thing they hear and see and the last. Make a positive first impression and a memorable last.
©2010. Drew Stevens PhD. All Rights Reserved.
There are seven secrets for selling effectiveness. Click here For a Free Report 7 Secrets to Selling Success
Drew Stevens is one of the world’s leading authorities on business development and customer service. Drew is the author of the successful sales process book Split Second Selling. He is also the creator of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Fitness. To discover how Dr. Drew dramatically accelerate your business development and sales skills visit his sales and marketing website.
Posted in Customer Relationship Management, Drew Stevens PhD, Sales Training, customer loyalty, customer relationships, customer retention, customer service, sales help, sales skills, sales strategy, sales techniques, selling skills, selling techniques, selling tips | Comments Off
February 12th, 2010 admin
One of the most common trivialities amongst business professionals is the inane desire to conduct thousands of things but do nothing well. Traction is not gained by conducting a plethora of things without focus. Developing business requires focus on two things- customer acquisition and retention. Doing so requires focus on sales, marketing and customer service. Beyond that not much else is required. Look around you and review items that withhold you from business development. Your labor can be severely decreased by conducting a few things well.
Quote of the week – Every organization is on business for one reason- the customer. – Peter Drucker
©2010 Drew Stevens PhD. All rights reserved.
If you want to know how to obtain 7 ways to become more productive in less time, click here for a free report.
Drew Stevens PhD is one of the worlds leading experts in business development. Dr. Drew is the author of six books including Split Second Selling and the soon to be released Ultimate Business Bible. With over 25 years of sales experience and business leader, Dr. Drew has extensive experience in assisting both entrepreneurs and sales professionals to experience higher efficiency and effectiveness. He is also the creator of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Fitness offering tips and techniques that immediately improve selling performance.
Posted in Dr. Drew, Drew Stevens PhD, Leadership, Sales Training, account management, customer relationships, customer retention, customer service, exceeding customer expectations, marketing, sales help, sales skills, sales techniques, selling techniques | Comments Off
November 21st, 2009 admin
Quote of the Day
“By failing to prepare you are preparing to fail.” – Benjamin Franklin
Thought of the Day
I was in the middle of a meeting yesterday when my cell phone rang. I do not typically answer any calls during a meeting but I informed my client I was expecting a call. That said, it was not my call but a cold caller! The typical mundane salutation immediately perturbed me, “Hey are you”? I retorted with the issue my number was private she should not have access. She replied, “I got it from a list.
This is the reason why cold calling gets its knocks. It is the reason why selling professionals gain the stereotype. It is also the reason why many individuals are having issues opening doors. Einstein once stated, “Insanity is doing the same things repeatedly and expecting a new result.” Why follow the rules of the foolish when you can no results. Cold calling when done incorrectly only leads to a fools method of rejection.
Best Practice
Cold calling is still a method of obtaining new business if done appropriately, strategically and professionally. Here are some tips:
- Prepare for every call before you pick up the telephone. Research the company, the person and identify the possible objectives the client might desire.
- Prepare a list of questions for each call. Know what you are prepared to say before you say it.
- Do less talking and more questioning. More information is gained when the prospect does the speaking.
- Make notes and paraphrase when issues arise so they are understood.
- Listen for objections to address additional questions.
- Open the call with potential issues for the client not tiresome lines.
- Realize you are not selling product, merely building a relationship.
There are 12 techniques you can use daily to assist you sales efforts. If you seek a quick 12 step tip sheet for cold calling email me today. And ask about our Free 30 Minutes “Sales Acceleration Coaching Clinic”.
©2009. Drew J. Stevens Ph. D. All rights reserved.
Drew Stevens PhD works with organizations to dramatically accelerate revenue. Dr. Drew is the author of six books including Split Second Selling and the soon to be released Ultimate Business Bible. He is also the creator of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Fitness with Dr. Drew. To gain a free 30 Minute Coaching Session or to request Secrets of Ultimate Business Success contact Dr. Drew today get the proper prescription for your success.
Posted in Customer Relationship Management, Referrals, Sales Training, account management, asking questions, business development, closing techniques, cold calling, communication, customer loyalty, customer relationships, customer service, lead generation, leadership development, marketing, negotiating techniques, negotiation, networking, relationships, sales and marketing, sales as a career, sales coaching, sales effectiveness, sales help, sales management, sales manager, sales process, sales prospect, sales resources, sales skills, sales techniques, sales tips, sales trends, selling skills, selling techniques | Comments Off
November 19th, 2009 admin
It is the age of information and knowledge, but it is ironic how lazy many have become. Each day I am amazed over the emails, newsgroups and other electronic media requesting innovative methods to sell. Folks if you or others like you are not making your numbers and seek answers to your selling woes look within! If you seek The Secret, here it is… there isn’t any. There are four issues prevalent in today’s society:
- Selling is a relationship business. And, your relationships should be with buyers not gatekeepers. I suggest a quick review of your address book and CRM system. As they say in the database world; garbage in, garbage out. Further look around you and determine whom you speak with and whom you network. Filter your network to only include those that can make a purchase decision.
- Selling requires a process. If you have never been taught how to sell and your organization does not provide training- invest! There is nothing more sickening then the person that wanders in the woods without breadcrumbs. The process of selling is similar to a GPS system; it guides you toward your markets, your buyers and your eventual contracts. Research shows that failure to have a solid process negatively impacts your closure rates. I am amazed and those that desire results but refuse to invest in expertise. Do you join a gym yet never exercise?
- If you build it they will not come. I tire of stupid organizations that believe their product and service sells itself. Recently a young man approached me about coaching and he requested reimbursement from his structural engineering company. The President stated, there is no need to invest in training since engineers do not need to know how to sell. This pomposity ruins organizations and profits because they will not or ever will invest in their greatest asset- sales. If you work for such an organization or your present manager shares such beliefs- leave. Trust me the business will not be around long.
- So many even those reading this post feel victimized by customers, competition, the recession, etc. These are excuses not solutions. Stop hiding behind rocks, rugs and rooms and begin to invest in things that help you become innovative. While there is much uncertainty during a recession, there are assurances. 1) Growth and innovation spark during recessionary times. 2) Those that move are not captivated by fear. 3) Those that go against the tide thrive. Start learning, growing and educating not getting stuck in the malaise of Internet promises. Create your own original opportunities. By gosh do something!
There are 12 techniques you can use daily to assist you sales efforts. If you seek a quick 12 step tip sheet for selling efficiency email me today. And ask about our Free 30 Minutes “Sales Acceleration Coaching Clinic”.
©2009. Drew J. Stevens Ph. D. All rights reserved.
Drew Stevens PhD works with organizations to dramatically accelerate revenue. Dr. Drew is the author of six books including Split Second Selling and the soon to be released Ultimate Business Bible. He is also the creator of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Fitness with Dr. Drew. To gain a free 30 Minute Coaching Session or to request Secrets of Ultimate Business Success contact Dr. Drew today get the proper prescription for your success.
Posted in Customer Relationship Management, Dr. Drew, Dr. Drew Stevens, Drew Stevens PhD, Sales Training, account management, asking questions, business development, closing techniques, cold calling, communication, customer loyalty, customer relationships, customer retention, exceeding customer expectations, lead generation, leadership development, pipeline management, practice management, price objections, prospecting, sales and marketing, sales as a career, sales coaching, sales effectiveness, sales help, sales management, sales trends, selling skills, selling techniques, selling tips, selling to c-level, tip of the week | 1 Comment »
June 19th, 2009 Drew Stevens
(St. Louis, MO) Business expert, Dr. Drew Stevens provides cures for new chiropractors just starting a new practice. One of the most important concepts for entrepreneur business survival is having an articulate strategy that provides the vision and mission for organizational success. Tuesday June 23rd, Dr. Stevens will be visiting Logan College to give a seminar to upcoming chiropractors to present them with successful practice management strategies.
Dr. Drew will be speaking about the three strategic pillars for any successful chiropractor. According to Dr. Stevens, the most important of these pillars is customer service, because in an age when competitive differentiation is required; customer service is vital to organizational success.
“I am honored to be asked by Logan College to come and speak to their future generation. A point of expression is that chiropractors, like many other business owners need to be marketers.” Dr. Drew states, “My emphasis will be on the three pillars of success; sales, marketing and customer service.”
Stevens Consulting Group is an international consulting organization specializing in business growth. Dr. Stevens is a business growth and selling specialist having served over 60,000 professionals around the globe.
For more information on Stevens Consulting Group, visit www.stevensconsutinggroup.com or call Saisha Judd at 281-546-5094/877-391-6821.
Posted in Customer Relationship Management, Dr. Drew, Dr. Drew Stevens, Drew Stevens PhD, Sales Training, business development, customer relationships, customer retention, customer service, marketing, marketing techniques, practice management, practice management for chiropractors, sales and marketing, sales help, sales management, sales manager, sales process, sales prospect, sales resources, sales skills, sales strategy, sales techniques, sales tips, selling skills, selling techniques, selling tips | Comments Off
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