Increasing Sales Resources

3 Rhythm Tips CEOs & Sales Leaders Use to Hit Their Numbers

Posted by Tiffany Chepul on Fri, Nov 20, 2020 @ 11:03 AM

If you ask any salesperson what their #1 Priority is, they will say, “Make my numbers!”

Truer words were never spoken, eager salesperson!

So how do the most successful Sales Teams use Rhythm to achieve desired results? Below are three patterns we’ve seen that drive extreme focus, increased pipeline predictability and speed of execution.

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Topics: Increasing Sales

5 Tips to Win and Retain your Core Customers (Updated for 2021)

Posted by Alan Gehringer on Sun, Nov 15, 2020 @ 11:00 AM

Customer retention is a routine, where you rinse, repeat, and rise to perfection over time. In 2018, winning new customers and keeping their business is going to get more challenging now that new trends, like enhancing user experience through content and emphatic marketing, are on the rise. Therefore, if you want to win and retain core customers in the new year, you are going to have to fine tune or make adjustments to the customer programs you have already implemented. 

Here are 5 tips to help you succeed: 

Know Your Brand

The secret that many companies continue to miss when attracting customers is having a clear vision of what their brand stands for and how it is communicated in the market. You need to know what wins customers over to begin with. To do so, you have to answer the following questions: 

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Topics: Increasing Sales, Strategies for Growth

What is the Difference Between a Primary Customer and Secondary Customer?

Posted by Alan Gehringer on Wed, Sep 30, 2020 @ 12:00 PM

I have written previously about the importance of identifying your core customer because I have seen far too many companies waste their valuable time and resources selling to and serving the "wrong" customers.  They haven't taken the necessary steps to identify their most valuable customers that purchased the primary product and were highly satisfied.

Your core customer is the one who values what you offer at a price and quantity that is good for both you and the customer and will take you into the future successfully. This is the individual that uses the product, the one you look in the eyes and can put a name to and the one you can’t live without. Knowing who the core customer is will impacts sales in a positive manner.

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Topics: Increasing Sales, Strategies for Growth, Strategy Execution

Breakthrough 2020 Goes Virtual: What to Expect

Posted by Jessica Wishart on Wed, Sep 23, 2020 @ 11:03 AM

Our first-ever virtual Breakthrough Conference is just a few weeks away! Here's a sneak peek so you know what to expect from this can’t-miss event.

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Topics: Increasing Sales, Strategies for Growth, Annual & Quarterly Planning, KPIs & Dashboards, Strategy Execution, Accountable Leaders & Teams

Core Customer: 3 Steps to Identify and Define Your Core Customers

Posted by Alan Gehringer on Fri, Jul 24, 2020 @ 12:00 PM

Philip Kotler implores us to do a better job of understanding “who” our valuable customers are and then to deeply please them, rather than trying to please everyone.  It is much better to serve your Core Customer completely and fully, than to try to be everything to everyone.  It will create a core market that you can please and creates a loyal fan base.  The core customer value to your business is immense, so the better you understand them the better the return on your investment.

Every company should have a brand promise that it makes to its customers. The promise should differentiate you in your market and support the sales process by making it easier to close deals. The first step in developing your brand promise is to identify and define your core customer. The better job you do with this step, the more effective your brand promise is going to be and the more likely your prospects are to purchase a product.  This is needed for business to business and business to consumer companies.

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Topics: Increasing Sales

Customer Success KPIs: How to Measure Client Satisfaction with KPIs

Posted by Patrick Thean on Tue, Jul 7, 2020 @ 09:00 AM

KPIs (Key Performance Indicators) are key indicators used to measure the success or performance of a business and are most commonly used to measure sales, cash and products. In any business, client retention is just as important as sales, but so often I see my clients forgetting to measure it or measuring the wrong things. I’ve learned from making this same mistake in the past.

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Topics: Increasing Sales, KPIs & Dashboards

Sales KPI Examples and Leading Indicators That Drive Revenue Growth

Posted by Alan Gehringer on Fri, May 29, 2020 @ 11:00 AM

Driving new sales revenue is a common theme that comes up with the clients I work with. In fact, I can’t think of many companies that have more sales activity than they know what to do with, and most are always looking for ways to build or grow their sales pipeline.  One of the first places we start is taking a look at their Sales KPIs to ensure that they are measuring the right metrics to grow their revenue by producing enough qualified leads for their sales managers to distribute to the team. 

There a lot of variables that go into building a great sales pipeline, and marketing plays a big part in developing marketing qualified leads (MQLs), but another big variable is measuring the right behavior that drives the right results with a great sales KPI dashboard. To do this, we must put the right leading indicator KPIs in place. It’s one thing to measure results indicators like Revenue booked, but unless the right activities are taking place, you are not going to hit your targets and your stakeholders are going to be disappointed regardless if they are internal or external. You need to develop the right sales leading indicator KPIs for your team to track your customer acquisition.

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Topics: Increasing Sales, KPIs & Dashboards

How Do I Sell More to My Core Customer?

Posted by Alan Gehringer on Fri, Apr 24, 2020 @ 11:00 AM

Great question right? But before we get to that, let’s define what a core customer is. Robert Bloom, author of The Inside Advantage, defines it as the customer most likely to buy your product or service in the quantity required for optimal profit! Your WHO is the customer you can’t live without and who will help you be successful into the future.

So, in order to sell more to your core, you need to clearly define who they are and understand their deepest needs, not just their wants. 

One thing to consider about your core customer is that he or she is a real person, with wants, needs and fears – not a lifeless profile on paper. Your core customer is alive and is just like you and me – AND has specific reasons, emotions and interests in your product or service.

According to a joint study by Bain and Harvard Business School, “(we) showed that in industry after industry, the high cost of acquiring customers renders many customer relationships unprofitable during their early years. Only in later years, when the cost of serving loyal customers falls and the volume of their purchases rises, do relationships generate big returns. The bottom line: Increasing customer retention rates by 5% increases profits by 25% to 95%.”

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Topics: Increasing Sales, Strategies for Growth

Define Your Core Customer to Develop a Winning Brand Promise (Video)

Posted by Jessica Wishart on Thu, Jan 23, 2020 @ 09:30 AM

No matter what kind of business you are in, you rely on selling your product or service to a specific customer…a real person. Even if you sell to businesses, there is a person at that business making the decision to buy from you or not. Your core customers are unique individuals; they are more than statistics, and the more you know about their lifestyle, personality, ambitions and concerns, the better you'll be able to anticipate their needs and be agile enough to grow with them.  Yes, they need to be in your core market but we also need to picture them as a person across the table that you are having a conversation with.

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Topics: Increasing Sales, Strategies for Growth

Enthusiasm in Sales: It Sells

Posted by Christine Rutherford on Fri, Jan 17, 2020 @ 11:00 AM

Recently while attending a trade show, I watched my young junior sales rep presenting our execution platform to a group of prospects. His style and delivery had attracted a crowd. His small booth was full. People were looking over others' shoulders and blocking the aisle to see him.

Jarret was doing what he's done since the day I hired him, giving an enthusiastic presentation. He is new to business, not enough years of experience to be outbound and admittedly, he has much to learn.

When he is in front of a prospect, it is show time; he transfers every wealth of knowledge he has. While out one night at a conference, Jarret was granted the opportunity to meet Ken Courtright of Income Store. While at his company meeting, Ken announced what had actually happened that night at the bar. Ken told his team "Jarret from Rhythm flipped the game on me. He asked me something so profound: Are all of your divisions profitable? I responded, 'Yes I believe so,' and Jarret asked me how I knew. I told him that I guess I didn't really know, and he informed me that we needed his software. He leaves in mid-conversation and comes back with the Rhythm book. After months of staring at the book sitting on my shelf, I decided to see what it was...after the first few chapters, I said Ok, let's do this thing."

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Topics: Increasing Sales

Customer KPI Examples: Are Your Customers Happy?

Posted by Jessica Wishart on Fri, Jan 17, 2020 @ 11:00 AM

Are you actively working to attract and retain the right customers? Whether you are business to consumer or business to business, there’s an actual person who makes a decision to buy your product or service - your customer. We’ve found that customers represent one of the 4 critical areas every company must actively work on to achieve success. There are a few things your company should do to cover your bases in this area, and it requires more than just training your employees to “talk with a smile." You need to identify your Core Customer and their specific needs as part of your overall business strategy; this will help you when making strategic decisions about products and services to develop (or kill), marketing messaging to attract the right prospects, and a Brand Promise Guarantee to help you close the deal. 

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Topics: Increasing Sales, KPIs & Dashboards

 Who Is Your Core Customer? [Video]

Posted by Tiffany Chepul on Fri, Jan 10, 2020 @ 06:02 AM

Knowing your Core Customer can help you sell, construct your Brand Promise, build a new business model and support many other areas of your strategic work and decision-making.

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Topics: Increasing Sales, Strategies for Growth

Supercharge Your Sales Revenue with Core Customer & Brand Promise

Posted by Alan Gehringer on Fri, Jan 3, 2020 @ 09:00 AM

How much time, money, and energy are you wasting trying to sell to the wrong customers?  

Determining who your core customer is and developing the right brand promise can really supercharge your sales engine.

We are gearing up for our annual Breakthrough Conference in Charlotte in October. This year’s event promises to be even better than last. And last year was amazing, as so many of our attendees commented. We have several keynote sessions planned, from our own Patrick Thean and Cathy McCullough, one with Dr. Stephen Vogt from BioPlus, and one with Joseph Grenny, author of Crucial Conversations. Along with the keynotes, we have a great schedule of breakout sessions developed by our team and presented by our expert consultants.

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Topics: Increasing Sales, Strategies for Growth, Strategy Execution

What is Brand Promise and How Do I Know if Mine Needs Work?

Posted by Tiffany Chepul on Fri, Jan 3, 2020 @ 07:15 AM

This quarter, I've been focused on helping my clients document their Path of Progress for the next four quarters.  What parts of our One Page Strategic Plan  need work?  Where do I start?  What's next?

Simply stated, you should start with the strategic area that will help you solve your biggest business issue.  For example, if you are feeling pain around people, revisit your Core Values and Core Purpose.  If you are feeling pain around not having a strategic direction, work on your BHAG.  If you are struggling with sales, Brand Promise is your best bet.  Lately, Brand Promise is where many of my clients are spending their time.

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Topics: Increasing Sales, Strategies for Growth

How Chick-Fil-A Uses Customer Delight as a Competitive Advantage

Posted by Jessica Wishart on Thu, Jan 2, 2020 @ 09:00 AM

These days, with all the many choices we have as consumers, customer satisfaction is table stakes. If you don’t satisfy your customer’s basic need (why they buy your product or service), then they’ll probably just take their business elsewhere. Instead of striving for customer satisfaction, strive for customer delight. In a recent blog post, HubSpot’s Mark Kilens points out that customer delight can be a competitive advantage. It is a one of Chick-Fil-A competitive advantages, every time you visit their restaurant you know you will receive outstanding customer service.  How can you delight your customers, not just occasionally but with every single interaction? From your website to your front line employees and everything in between, it’s worth considering your strategy for customer delight.

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Topics: Increasing Sales

Customer Retention: Are You Keeping the Customers You Want?

Posted by Alan Gehringer on Sun, Dec 29, 2019 @ 09:00 AM

According to the Harvard Business Schoolincreasing customer retention rates by 5 percent increases profits by 25 percent to 95 percent.

It is a proven fact that it is easier to grow your top line with your existing customer base than by acquiring new customers. The cost of sales is much lower and your margins are usually higher. It is interesting though, in that sometimes companies can be more excited about landing the next new account and not pay as much attention to the existing customer base.

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Topics: Increasing Sales, KPIs & Dashboards

Welcome to Charlotte!

Posted by Paige Wilcox on Wed, Oct 9, 2019 @ 11:54 AM

We are thrilled to host our 5th Annual Breakthrough Conference once again in Charlotte, NC, this October 24th and 25th, at the Charlotte Marriott City Center. Charlotte is Rhythm Systems' home base, and we want you to enjoy it as much as we do. Here are some recommendations to enhance your stay once the conference is wrapped!

Food:

  1. Dine at 5Church, in walking distance of the Charlotte Marriott City Center, for sophisticated southern cuisine.
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Topics: Increasing Sales, Strategies for Growth, Annual & Quarterly Planning, KPIs & Dashboards, Strategy Execution, Effective Meetings, Accountable Leaders & Teams, Mergers & Acquisitions

Annual Planning - Focus on Your Core Customer

Posted by Patrick Thean on Wed, Oct 2, 2019 @ 05:32 PM

Not all customers are created equal.  Some are more equal than others.  We refer to these as our Core Customers.  Core Customers are the customers that you cannot live without.  They typically appreciate your service or products more, and your team enjoys servicing them more.  And to top it off, often times they are your most profitable customers.  Truly a Win-Win relationship. Unfortunately, for most companies, these core customers only make up 30% of their customer base. I always think of these customers as my "WHO".  The customers that I pursue, defend, and develop products and services for.  Some companies will even show me how 80% of their revenues come from 20% to 25% of their customer base.  

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Topics: Increasing Sales, Annual & Quarterly Planning

Take Your Customer Profitability Analysis to the Next Level (Example and Template)

Posted by Guest Blogger on Mon, Sep 30, 2019 @ 09:00 AM

Our guest blogger today is Howard Cox, CPA, CMA, CIA. Launching his career with a Big Four firm in 1983, Howard established his own practice just four years later—and, in late 2001, merged his independent CPA firm into Somerset CPAs and Advisors' operations. Currently, Howard focuses on general Business Advisory, Mergers and Acquisitions and PPACA Compliance engagements, and also conducts informative presentations for clients, as well as outside events.

The quality of business performance is dependent on the quality of management decisions. The quality of management decisions is dependent on the quality of management information.

Strategy is about focus. Customers are a key element of effective strategies. Optimal allocation of finite resources towards appropriate customer focus can only come from customer knowledge. Therefore, having a deep analytical understanding of relative customer profitability is a critical prerequisite to annual or quarterly strategic thinking.

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Topics: Increasing Sales

Brand Promise: If You Don’t Know It, Your Customers Don’t Either

Posted by Tiffany Chepul on Mon, Aug 26, 2019 @ 12:00 PM

Recently, a new grocery store chain opened here. It shall remain nameless to protect the guilty and the innocent, as Patrick says.

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Topics: Increasing Sales, Strategies for Growth, Strategy Execution

Don't Give Away the Farm: Get Paid for the Value You Provide

Posted by Alan Gehringer on Wed, Jul 24, 2019 @ 12:00 PM

I came across this quote of a story that really resonated with me.

Legend has it that Pablo Picasso was sketching in a park when an audacious woman approached him.

“It’s you — Picasso, the great artist! Oh, you must sketch my portrait! I insist.”

Picasso agreed to sketch the woman. After studying her for a moment, he used a single pencil stroke to create her portrait. He handed her his work of art.

“It’s perfect!” she said. “You managed to capture my essence with one stroke, in one moment. Thank you! How much do I owe you?”

“Five thousand dollars,” Picasso replied.

“B-b-but, what?” the woman stammered. “How could you want so much money for this picture? It only took you a second to draw it!”

To which Picasso responded, “Madame, it took me my entire life.”

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Topics: Increasing Sales

What’s Your Customer Engagement Strategy?

Posted by Jessica Wishart on Thu, Jun 27, 2019 @ 11:03 AM

Regardless of what kind of business you are in, your customers pay for breakfast, lunch, and dinner. You probably have a strategy for growing your business and growing your team; you better also have a strategy for your customers. In most cases, the cost of acquiring a new customer is far greater than the cost of retaining and growing the revenue from your current customers. According to an article in Forbes, “Increasing customer retention rates by 5% increases profitability by 25% to 95%.” Turning your customers into advocates can also result in referrals and generate new logos for your company as well. According a study cited by John DiJulius, customer experience leaders outperform the market, generating a total cumulative return that was nearly three times greater than companies who lag in this area; “We now have proof that [customer experience] is actually one of the highest returns on investment a company can make."

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Topics: Increasing Sales, Strategies for Growth

Why You Can't Miss the 2019 Breakthrough Conference

Posted by Jessica Wishart on Thu, Jun 6, 2019 @ 11:04 AM

"Spectacular keynote speeches, incredibly, relevant, informative breakout sessions. Thank you!"

“Loved the human element of business that these sessions brought to the conference”

“Very powerful speakers on Breakthroughs… keep it up!”

“Just kudos. I really enjoyed the speakers. Great insights!”

"The registration/check in process was fantastic! Easiest and friendliest group of people. Thank you!”

The secret’s out - our attendees love our Breakthrough Conference. We have some clients who have attended and brought their teams every single year. Want to know what you’ve been missing? 

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Topics: Increasing Sales, Strategies for Growth, Annual & Quarterly Planning, KPIs & Dashboards, Strategy Execution, Effective Meetings, Accountable Leaders & Teams, Mergers & Acquisitions

Accountability in Customer Service: Hold Each Other Accountable to Deliver Great Customer Service

Posted by Jessica Wishart on Wed, Apr 10, 2019 @ 12:00 PM

We’ve all been there… you call customer support at your cable company or phone service
provider and instead of getting help for your problem, you get transferred to four different people in different departments who are all more interested in selling you something than fixing your concern. You stand in line for forty five minutes only to get your food or drink order mixed up with someone else’s. The airline employee is flat out rude to you and you end up having to rent a car to get where you’re trying to go.

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Topics: Increasing Sales

Blindsided: Your Sales Pipeline, Business Performance, and Dual-Role Players

Posted by Barry Pruitt on Tue, Mar 5, 2019 @ 12:03 PM

If you’ve ever worked at an entrepreneurial company, been a business owner, or worn the hat of sales person, then you understand a revenue drought. This past year I worked with a company that had been growing annually at just over the 20%. Then, due to industry changes, a lost salesperson, and higher expenses – there was a sudden announcement, if sales didn’t increase that there would have to be layoffs.

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Topics: Increasing Sales

5 (More) Secrets to Make Happy Money in Your Business

Posted by Barry Pruitt on Thu, Jan 17, 2019 @ 09:04 AM

I recently blogged about why some companies increased sales and were happily forging ahead while others never moved out of the starting gate, or worse, closed their doors in 5 Secrets to Make Happy Money in Your Business. I was challenged in a recent onsite planning session to share more. As I wrestled with the question, I shared 5 MORE secrets. Whatever your description of happy money, find 5 more secrets below to add to your success bookshelf. Let's start with #6:

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Topics: Increasing Sales, Strategies for Growth

Rhythm Systems' Most Popular Blogs of 2018

Posted by Jessica Wishart on Fri, Jan 11, 2019 @ 11:45 AM

Here at Rhythm Systems, we are very blessed to have almost 10,000 blog subscribers, 10+ regular contributors, and many amazing readers who comment on our posts (both online and in-person when we are lucky enough to see them). We started blogging back in 2011 before it seemed like everyone and their mother had a blog, and we’ve learned an awful lot and put a ton of time into delivering great content to you, our readers, over the last seven years. In fact, we recently tallied up the hours our team spends on creating, editing, optimizing, and publishing content for this blog, and it was about 385 hours in 2018. We appreciate all of you who read and enjoy the fruits of our hard work.

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Topics: Increasing Sales, Strategies for Growth, Annual & Quarterly Planning, KPIs & Dashboards, Strategy Execution, Effective Meetings, Accountable Leaders & Teams, Mergers & Acquisitions

Finding and Activating New Prospects

Posted by Christine Rutherford on Thu, Jan 10, 2019 @ 11:04 AM

Too often we evaluate sales difficulties as an inability to close. “If account managers could just do a better job at closing, we would have more sales.”

With a closer look at the problem, we find closing is not the issue. We are simply not around sufficient prospects to meet our revenue goals. Our difficulty is not closing, but a shortfall in finding and activating sufficient core customer prospects with needs we can answer.

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Topics: Increasing Sales, Strategies for Growth

4 Questions to Test Your Brand Promise

Posted by Tiffany Chepul on Tue, Jan 1, 2019 @ 09:20 AM

So you and your team have spent hours defining your Core Customer, talking about their needs and a working Brand Promise has finally materialized.   You think you've identified HOW you sell your WHAT to your WHO. 

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Topics: Increasing Sales, Strategies for Growth

The Ten Rules to Becoming a Sales Professional [Video]

Posted by Barry Pruitt on Tue, Aug 21, 2018 @ 11:00 AM

Is your team struggling with sales? If so, you’ve probably talked about sales systems and training, read books and may have engaged an outside source to “fire up” your team and get the cash flowing. Although this approach can be productive, I find that there are two things often overlooked in developing sales strategy and sales teams. They are, in order, 1) company hiring, and 2) salesperson responsibility.

Company hiring includes at minimum a responsibility to hire great players that meet your company core values and are willing to take personal responsibility for their outcomes. Let’s set aside hiring and core values (think Topgrading) and focus on the foundation of becoming a sales professional. I inquired of sales guru and best-selling author Jack Daly what he had found most important for a salesperson to move from the ranks of mediocrity to stardom. He shared ten points:

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Topics: Increasing Sales

3 Action Steps From Jack Daly to Increase Sales

Posted by Barry Pruitt on Tue, Mar 27, 2018 @ 11:00 AM

Spring is here and I’ve been making new landscaping plans. Well, actually, plans to continue on a landscaping path chosen two years ago – sort of a 3-5 year plan for the yard. I’ve been preparing flower beds, adding (more) perennials, cleaning up some winter trash. It takes time for plants to mature and completing a large project in the right order yields the most beautiful outcome with the least effort. So, I’ve been building a spring playbook to get this year's portion done. I’m surprised at how many people begin similar projects without a playbook. They buy a few annual plants on sale, put them in the ground, and wonder why they don’t return the next year (hint: perennials are the ones that return each year).  

I was recently in a conversation with a home building executive for a company that’s completing and selling one home per day in the North Carolina region. He shared how they hired “A” players - people with building experience who also know how to treat customers. It was a secret sauce for the future. They want perennial relationships, not annual. So, although the market is “hot” with more buyers than sellers at this time, he realizes that markets change. When the housing market stalls, this builder will have the best people on his team and the best relationship (and reputation) with any buyers. It’s part of a long-term plan.

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Topics: Increasing Sales

Execute For Your Core Customer

Posted by Patrick Thean on Thu, Feb 1, 2018 @ 08:27 AM
I was recently preparing for an Annual Planning webinar, which is focused on making the right decisions every year, month, week and day. I am getting really excited as I think about how my core customers can benefit from this information.

My core customers:

  • are growing, adding people and have no lack of opportunities
  • they are the growth engines of our economy
  • they have more execution challenges versus strategy challenges.
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Topics: Increasing Sales, Strategies for Growth

Advice for a Rapidly Growing Business

Posted by Cindy Praeger on Sun, May 7, 2017 @ 12:00 PM

According to Fortune, “The Kauffman Foundation and Inc. Magazine conducted a follow-up study of companies five to eight years after they had appeared on the magazine’s list of the 5,000 fastest-growing companies. What they found was startling: about two-thirds of the companies that made the list had shrunk in size, gone out of business, or been disadvantageously sold."

If your business is growing rapidly, you might feel as though you are losing control of steering the ship.

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Topics: Increasing Sales, Strategy Execution

How Do Your Customers Really Feel? (Infographic)

Posted by Cindy Praeger on Thu, May 26, 2016 @ 09:00 AM

Clearly, you love your clients, but do they love you back?

If you're like me, you really enjoy working with your clients. You may even feel like you have developed personal relationships with them. But, when it comes to how your clients feel about you, your team and your company, you need data, not just a gut feeling.

There is a major difference between having a relationship with a client and having a client who is satisfied with the work your company is providing.

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Topics: Increasing Sales, KPIs & Dashboards

How Do You Rate Your Trusted Advisor?

Posted by Alan Gehringer on Thu, Jan 21, 2016 @ 09:00 AM

I pulled a book out of my library that one of my consultant friends gave me as a gift about seven years ago, and I found a great list I believe is worth sharing with you. At Rhythm Systems, we are in the business of helping companies develop strategies and providing software, tools and consulting to help them execute while obtaining superior results. 

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Topics: Increasing Sales, Accountable Leaders & Teams

How Does Your Customer Service Stack Up?

Posted by Alan Gehringer on Tue, Jan 5, 2016 @ 09:00 AM

Do you offer ultimate customer service when it is really needed? I just returned from an annual planning session with a client. I had a great two days, and we developed a fantastic plan to grow the company over the next three years. I was feeling very strong at the end of the two days, woke up very early and drove a hundred miles to the airport. The journey went like clockwork, or at least I thought, until I went through security. When I went to take my phone out of my pocket, it was gone!

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Topics: Increasing Sales

The Unhappy Customer

Posted by Guest Blogger on Thu, Dec 3, 2015 @ 09:00 AM

Written by Mark Fleming of www.academyofbusinesstraining.com Mark Fleming Is Executive Director of the Academy of Business Training in Cincinnati, OH. Fleming has an extensive business career that spans over 40 years. He is an expert in business and supply chain management.

I was recently asked to comment on the issue of unhappy customers who never seem to be satisfied. I Unhappy-Customer.jpgwant to share my comments and those of some of the people participating.

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Topics: Increasing Sales

Are You On Your Customer's "Favorite's" List?

Posted by Toni Swint on Thu, Oct 22, 2015 @ 09:00 AM

Here's a challenge. Can you answer the following questions about your customers? 

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Topics: Increasing Sales

Policy vs Customer Experience: Is your team empowered to decide what is right?

Posted by Melissa Enriquez on Tue, Sep 29, 2015 @ 09:00 AM

My most recent experience with a US Airways representative had me stunned (and not in a good way), I am getting fired up just thinking about it! It is a situation that I’m sure many employees encounter daily and struggle to find a balance between following process and making a customer happy. Thankfully this story has a happy ending because I did make my flight - phew!

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Topics: Increasing Sales, Strategies for Growth, Accountable Leaders & Teams

Customer Service -The Struggle of Settling for the Lesser Evil: Part 2 in our Customer Service Blog Series: The Good, The Bad, and The Ugly

Posted by Nicole Hradek on Sun, Sep 27, 2015 @ 12:00 PM

AT&T, Verizon Wireless, Time Warner Cable, Comcast - We can’t live without them, but they don’t make it easy for their customers to live with them.

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Topics: Increasing Sales

Customer Service - The Power of a Good Experience: Part 1 in our Customer Service blog series: The Good, The Bad and The Ugly

Posted by Nicole Hradek on Sun, Sep 20, 2015 @ 12:00 PM

Loving My New Car

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Topics: Increasing Sales

Is Your Business Mobile-Ready?

Posted by Guest Blogger on Wed, Sep 16, 2015 @ 12:30 PM

Written by Carl Hartman of www.drmwebgroup.com
Mobile Website Designer, Online Marketing Solutions Consultant.

In this brief article, I will explain how to get your business mobile ready and why it is so important for you to do so.

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Topics: Increasing Sales

The Good, The Bad, The Ugly: A Customer Experience Blog Series

Posted by Nicole Hradek on Mon, Aug 17, 2015 @ 09:00 AM

Have you ever been so enraged about how a customer service representative was treating you? Did you think, “How on Earth are they still in business when they treat their customers this way? My employees would never treat our clients like this.” Or maybe you have experienced the complete opposite and had such a fantastic customer experience that you were left speechless. They had you thinking, “How could I implement what she did in my business? My employees have to start doing this.”

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Topics: Increasing Sales

How To Start A Subscription Business

Posted by Barry Pruitt on Thu, Jun 4, 2015 @ 09:00 AM

The Captain and Tennille (as one colleague and I are called) recently attended the Fortune Leadership Summit in Orlando. There was one tune that particularly resonated with me that was played by John Warrillow, author of The Automatic Customer: Creating a Subscription Model in Any IndustryJohn and I discussed models of teaching others and he specifically shared ideas at the Summit for gaining recurring customers. John says that the biggest reason to create recurring revenue is the impact it has on the value of your business. That’s a tune I could hum all day.

Below, John shares a 7-step guide to building a recurring revenue model in any industry. 

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Topics: Increasing Sales, Strategy Execution

BHAG Your Customer Service Goals Before You Upset Your Customers

Posted by Barry Pruitt on Fri, May 8, 2015 @ 09:00 AM

During our last holiday I had a chance to see emotions at every range of their spectrum. Love, joy, excitement, anger, frustration, even avoidance played a part of the holiday show. I was reminded of the energy and effort necessary to manage customer expectations as well as team communication and morale. In the sea tempest of human emotion, there is an elite group of companies who sail unscathed to distant customer relationship shores – and, it nearly always results from employee engagement

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Topics: Increasing Sales, Accountable Leaders & Teams

Marriott's Secret Weapon

Posted by Patrick Thean on Fri, Apr 10, 2015 @ 09:00 AM

Typically, I am on the road between 20 to 30 days per quarter. Between speaking events and visiting my clients, it’s safe to say, I travel a lot. Realize it or not, business travel is stressful. Even though you may not feel it, your body does. Spending hours sitting on planes, sleeping in unfamiliar beds and not ever really getting any downtime. In my travels, I've found that having a familiar place and a familiar bed helps to lower my stress level. This is one of the main reasons I’m a loyal Marriott customer, but of all the Marriott hotels I’ve been to, Marriott Philadelphia West in Conshohocken, PA, feels the most like “home away from home" because of one employee.

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Topics: Increasing Sales, Accountable Leaders & Teams

How to Use A Culture of Execution as a Competitive Advantage

Posted by Patrick Thean on Mon, Mar 16, 2015 @ 09:00 AM

AvidXchange, a long time Rhythm client, recently told me a story about how their culture made the difference in accelerating sales. A prospect was considering AvidXchange’s AvidPay solution along with other competitors. Then they visited AvidXchange and met various team members from different departments who would service them if they decided to work with AvidXchange. After their visit, they decided that they were ready to go with AvidXchange. They were very impressed with the people and the culture. “We can’t wait to work with your team and cannot imagine being serviced by a better team!"

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Topics: Increasing Sales, Strategies for Growth, Strategy Execution

Breakthrough Execution - How to Inspire Your Team to Deliver Great Execution

Posted by Patrick Thean on Fri, Dec 26, 2014 @ 09:00 AM

I was recently in Brunnen, Switzerland, facilitating an annual planning session for Veeam Software. Veeam is a hyper-growth software company that makes the modern data center available and always on with their industry leading data protection and backup solutions. Headquartered in Zug, Switzerland, they decided to have their strategy and execution planning session in the nearby town of Brunnen at the Seehotel Waldstatterhof. The view from this hotel was breathtaking and inspiring.

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Topics: Increasing Sales, Strategy Execution

Are You Creating an Experience?

Posted by Tiffany Chepul on Thu, Dec 18, 2014 @ 09:00 AM

This year I’m slowing down.

Usually, I’m a whirlwind of activity around the holidays, checking things off my to-do list like a madwoman. Buy the presents, decorate the tree, mail the cards, cook the meals, host the parties, get the farm ready for winter, oh, and coach numerous teams through Annual Planning and Q1 prep.

After listening to James Gilmore speak at the 2014 Secret Service Summit, I realized that I’ve got it all wrong. Life’s not about tasks. It’s about experiences.

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Topics: Increasing Sales

Creating a World Class Employee Experience: Lessons from Anytime Fitness CEO

Posted by Jessica Wishart on Wed, Dec 17, 2014 @ 09:00 AM

I recently attended the 2014 Secret Service Summit all about how to create a customer experience that is so valuable that price becomes irrelevant.  In my opinion, one of the best speakers was Chuck Runyon, CEO of Anytime Fitness.  His main premise was that we cannot expect our customers to love us if our employees don’t.  The world class customer experience starts with designing a world class employee experience.  

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Topics: Increasing Sales, Strategies for Growth, Accountable Leaders & Teams

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