Services Leadership Digest
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User Experience - Understanding Customer’s Needs and Exceeding Their Expectations

Presentation by Brady Pierzchalski from Laughlin Constable at the Insight Summit Series: 2014 Digital Advertising + Marketing Summit


Via Fred Zimny
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User Experience - Understanding Customer’s Needs and Exceeding Their Expectations
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5 Ways to Increase Your Cross-Selling

Are you getting enough value from your current customers?
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5 ways to improve your organization's cross-selling.

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Compete Through Service Symposium 2016: Recap in Pictures

Compete Through Service Symposium 2016: Recap in Pictures | Services Leadership Digest | Scoop.it
Thank you to everyone who attend this year's CTS Symposium! Save the date for next year's symposium: October 25 - October 27, 2017. We hope to see you next year!
CSL's insight:

We had a great time at this year's symposium!

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What Does An Executive Team Need To Look At For Higher Marketing ROI?

What Does An Executive Team Need To Look At For Higher Marketing ROI? | Services Leadership Digest | Scoop.it
Companies judging marketing ROI by only quantitative metrics are missing a big piece of the puzzle. Here are three major qualitative benefits to take into account.
CSL's insight:

There are qualitative benefits that all companies should consider when judging their marketing ROI

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The Three Best Gifts That You Could Give Your Customers

The Three Best Gifts That You Could Give Your Customers | Services Leadership Digest | Scoop.it
For many of us, we are in the midst of gift giving season. But, what constitutes a good gift and what would be the best sort of gift that a company could give to it's customers? A new piece of research provides some clues as to the best gifts that a company could give its customers.
CSL's insight:

What are the three best gifts you can give your customers?

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If Your Campaigns Are Performing, Why Are Your Clients Quitting?

If Your Campaigns Are Performing, Why Are Your Clients Quitting? | Services Leadership Digest | Scoop.it
You can have the best processes and employees, but if you don't show your customers you care about them, your business may not be at its best.
CSL's insight:

Give employees a reason to provide customers with a great experience.

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If You Neglect Your Digital Brand, You're Throwing Away Ad Dollars

If You Neglect Your Digital Brand, You're Throwing Away Ad Dollars | Services Leadership Digest | Scoop.it
Why one agency owner won't work with companies that neglect their core properties.
CSL's insight:

Why it is important to not neglect your digital brand

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How B2B Sales Can Benefit from Social Selling

Forget cold emailing.
CSL's insight:

Adding social media to a salesperson's toolbox could help to increase B2B sales

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5 Ways To Ramp Up Your Marketing To Get the Most Out Of This Holiday Season

5 Ways To Ramp Up Your Marketing To Get the Most Out Of This Holiday Season | Services Leadership Digest | Scoop.it
Small business owners have a lot on their plates this week. For those who own retail businesses, Thanksgiving time isn’t so much a time to relax as it is a time to gear up for the biggest shopping trifecta of the year – Black Friday, Small Business Saturday, and Cyber [...]
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What can you do to get the most out of the holiday season?

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The Most Important Word Missing From Your Pitch

The Most Important Word Missing From Your Pitch | Services Leadership Digest | Scoop.it
This week, in Harvard Business Review’s annual “customer quotient” ranking, sporting goods brand REI ranked first for two key attributes: respecting customers and authenticity. Big brands like REI know that winning customers’ trust begins with one six-letter word. It’s a word that belongs in bold typeface on your website. You should [...]
CSL's insight:

What is the most important word that is missing from your company's pitch?

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SalesforceVoice: 5 Stats From The State Of The Connected Customer Report That Will Have You Rethinking The Customer Experience

SalesforceVoice: 5 Stats From The State Of The Connected Customer Report That Will Have You Rethinking The Customer Experience | Services Leadership Digest | Scoop.it
66% of consumers say they are likely to switch brands if they are treated like a number instead of an individual.
CSL's insight:

5 stats to have you rethinking the customer experience

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Three Simple Ways To Boost Your Business's Net Promoter Score

Three Simple Ways To Boost Your Business's Net Promoter Score | Services Leadership Digest | Scoop.it
These three components are critical to achieve the highest satisfaction rating from your customers.
CSL's insight:

Three easy ways to increase your business's net promoter score

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Motivating Sales Reps for Innovation Selling in Different Cultures

Motivating Sales Reps for Innovation Selling in Different Cultures | Services Leadership Digest | Scoop.it
This post shares results of recent research focused on innovation selling across different cultures. The authors recommend an effective strategy and specific tools for motivating international sales force which can increase company's financial performance when selling innovation.
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The Importance Of Budgeting For Content Marketing In 2017

The Importance Of Budgeting For Content Marketing In 2017 | Services Leadership Digest | Scoop.it
If you haven’t yet budgeted for content marketing, you’re not alone — but here’s why you should stop making those excuses.
CSL's insight:

The Importance of Budgeting for Content Marketing

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The CSL revolutionizes service education with SSI, the only program providing an on-campus, executive education experience in service excellence.

March 13-17, 2017 The Services Leadership Institute is now the Strategic Service Institute. This revolutionary program is comprised of two distinct modules. Both of these modules involve a rigorous examination of operational frameworks; pragmatic steps to achieve implementation and a strong interactive context where participants are encouraged to bring their specific challenges, share current issues, and develop action plans to enable you and your team to lead and transform your service organization.
CSL's insight:

This year, the Center for Services Leadership announces an evolution in the renowned Services Leadership Institute, transforming into a new, two module format: The Strategic Service Institute.  The two modules are: Service Management and Advanced Service Leadership.  Each module offers a rigorous examination of operational frameworks, pragmatic steps to achieve successful implementation and a strong interactive format in which participants are encouraged to share current issues they face and develop action plans to deal with these strategies.  For more information and details visit: wpcarey.asu.edu/institute

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Why We Chose To Abandon Our Direct-To-Consumer Business Model

Why We Chose To Abandon Our Direct-To-Consumer Business Model | Services Leadership Digest | Scoop.it
Earlier this week, we abandoned our direct-to-consumer channel. Here's why.
CSL's insight:

Why did this organization decide to abandon their direct-to-consumer channel?

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Why Focusing On Cross-Cultural Consumers Is Essential For The Growth Of Your Brand

Why Focusing On Cross-Cultural Consumers Is Essential For The Growth Of Your Brand | Services Leadership Digest | Scoop.it
Multiculturalism is no longer optional, but a foundational factor in business and marketing. Put another way, if your brand isn’t focused on reaching multicultural consumers, you are overlooking more than half of potential customers.
CSL's insight:

In order to grow your brand, it is becoming necessary to focus on multicultural consumers

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3 Simple Ways Content Can Boost Your Sales And Increase ROI

3 Simple Ways Content Can Boost Your Sales And Increase ROI | Services Leadership Digest | Scoop.it
You’re producing content and sharing it where you can, but have you considered letting your sales team harness the power of your content? You might be surprised by the results.
CSL's insight:

How can content boost sales and increase ROI?

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3 Reasons Why A Customer Success Staff Is Well Worth Your Investment

3 Reasons Why A Customer Success Staff Is Well Worth Your Investment | Services Leadership Digest | Scoop.it
Because customer success teams facilitate product and process improvements that customers want, they’re also designed to help companies thrive. Only when your customers succeed, after all, will you succeed.
CSL's insight:

Customer Success Staff is worth the investment

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Ron McIntyre's curator insight, December 1, 2016 2:36 PM

How many are willing to create this group?

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You Don’t Need Big Data — You Need the Right Data

How to figure out what’s truly valuable.
CSL's insight:

Your organization does not need BIG data, you need to understand what the RIGHT data is and how to leverage it.

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Is Social Media And "Employee Advocacy" Possible Within Regulated Industries?

Is Social Media And "Employee Advocacy" Possible Within Regulated Industries? | Services Leadership Digest | Scoop.it
By providing content that is pre-approved for employees to share, regulated organizations can activate employees to gain public support through "employee advocacy" programs.
CSL's insight:

How do you utilize social media and employee advocacy in regulated industries?

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An Entrepreneur's Approach To Overhauling Customer Service

An Entrepreneur's Approach To Overhauling Customer Service | Services Leadership Digest | Scoop.it
If you’re looking to overhaul your customer service, there are basic approaches that can help. Here are some good places to start.
CSL's insight:

How to overhaul customer service

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Dear Customer Service Professionals: Does The Work Carry Over To Your Daily Life?

Dear Customer Service Professionals: Does The Work Carry Over To Your Daily Life? | Services Leadership Digest | Scoop.it
The best customer service professionals that I meet (as a customer service consultant) also extend their customer-centric philosophy and best practices to their daily lives.This includes those in leadership positions at customer-focused companies, and great frontline customer service professionals.
CSL's insight:

Does your customer service work carry over to your daily life?

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Today's Customers Demand Customer Service On Their Terms

Today's Customers Demand Customer Service On Their Terms | Services Leadership Digest | Scoop.it
Customers are more demanding than ever. They have more power than they used to. They are smarter and have higher expectations than ever before. After all, we taught them!
CSL's insight:

Customers are demanding service on their terms

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The Seven Roles You Need to Create a Successful Content Marketing Team

The Seven Roles You Need to Create a Successful Content Marketing Team | Services Leadership Digest | Scoop.it
Don't focus on your content first and your team second. Start by building the right content marketing team.
CSL's insight:

What do you need to create a successful content marketing team?

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The Do’s and Don’ts of Using Social Media as a Tool for Customer Service - Social Media Week

The Do’s and Don’ts of Using Social Media as a Tool for Customer Service - Social Media Week | Services Leadership Digest | Scoop.it
"The versatility of social media is both good and bad. It’s good in the sense that small businesses and organizations without access to tons of resources have the ability to reach customers in a cost-effective way. It’s bad in the sense that businesses confuse convenience with ease and end up making costly mistakes."
CSL's insight:

What you should and shouldn't do when using social media as a tool for customer service.

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