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Monday, March 02, 2015

Does Anyone Still Use Voice Mail?

Written by Duane Bailey
I remember when voice mail was introduced in the mid-80's. I was working for AT&T and, during a visit to the Bell Labs facility in Holmdel, NJ, I recall being awestruck by the presence of the AT&T Model 2500 answering machines on each desk. These machines were, at the time, top of the line models and allowed users to record their own personalized greetings. At the time, my sales office had a receptionist who would take messages from incoming callers while we were out. The messages were very brief – something akin to "while you were out, Theresa P. called."…
I've always believed sales is not a spectator sport. It truly is a team sport and it requires the active participation and support of everyone across the organization, including: marketing, sales support, information technology, legal, operations, services, finance, accounts receivable and customer care. One of the characteristics of an established sales culture in any organization is the alignment of these functional areas around "One Team, One Goal." Typically, this goal involves top line growth – in revenues, profits, earnings per share, etc. Sales provides the leadership that fuels the achievement of the organization's growth objectives. The other functional areas work…
Does your brand have a social media policy? If so, does it include guidance for how employees should respond to unplanned tweets? A social media policy provides employees with a set of guidelines for communicating online about your brand. While many social media policies include pre-approved responses to anticipated tweets and require employees to submit their posts for review prior to posting, there are times when a little spontaneity is appropriate. Unplanned tweets – positive or negative – present brands with an unexpected opportunity to interact and engage with customers in a personal way. Conversations between two people are difficult…
Twitter recently announced the addition of a feature that allows users to send group direct messages (DMs) to up to 20 people. Direct messages are private messages sent from one Twitter user to other Twitter users who follow you. Direct messages can now be used for one-on-one private conversations or between groups of users. While you can only invite users who follow you to a group, the followers you add to your group DM don't need to be following each other to be in on the conversation. Within a group DM, users can share text, tweets, pics and emojis. The…
Did you know LinkedIn has a plug-in for Outlook 2003, 2007, and 2010? It seamlessly blends into Outlook. While in email, a person’s profile picture is automatically displayed in your People Pane View, whether they are one of your connections or not. Want to add the person, simply click on the green + adjacent to the picture, and the person will be invited to join your network. Keep in mind, you can NOT personalize the invitation. The person will receive the plain vanilla invite. LinkedIn Benefits include (from the site):- Access Your Connections in Your Inbox:  See the latest LinkedIn…
While a focus on improving the way your external customers experience your brand is admirable and necessary, equal importance needs to be assigned to your internal customer experience, too. Your brand, after all, is an ecosystem – a community of people from interdependent functional areas who interact as a larger system. When one function fails to deliver on its core mission, the other functions are unable to fulfill their responsibilities and the strength of the entire ecosystem is weakened. Frustration, blame and disappointing results are sure to follow. Marketing, sales, sales support, operations, customer service, information technology, finance, accounting and…
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