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When your customers aren’t actively engaging with you to buy something, what are they doing? Though the answers will always vary, “watching a video” is probably one of the safest bets you can make. During their work day, for example, customers may be connecting to other members of their team via

What customers want is the fastest and most direct route to having their issues resolved. What they often experience, however, is a scavenger hunt. You probably remember scavenger hunts, even if you don’t have children. Everyone gets a clue to start off, and then has to go off in search of a

The people you enjoy spending time with the most probably have some exceptional character traits. These could include being energetic, fun, compassionate, thoughtful or even quirky. Your favourite brands often have those qualities too, but it's not always clear by the way they market themselves. A

In a way, people want their experience in dealing with customer service issues to feel a lot like what happens on social media. When you share an update on platforms like Facebook or Twitter, it feels good when your friends and followers give it a “like” or share it with their network. When you

Fortunately, there are usually plenty of job opportunities available to salespeople. There is also usually plenty of competition. This means when you hear about a potential new role — or if you’ve made the decision to begin actively looking for one — you’ll need to put in the same kind of planning

We’re about to accelerate the time to value in using Salesforce technology. Normally, companies tend to think of the moment they deploy an application as the beginning of enjoying the benefits. It actually starts earlier than that. All technology investments should be aimed at fixing a problem or

All leads are gold to the sales team, but some need a little polish before you can tell how much they shine. There might be some leads, for example, that lead to a big sale with a customer who goes on to give you ongoing business. Then there are the . . . other leads. You know: the leads that turn

Startups have the advantage of offering a completely clean slate to their first customers in terms of a service experience. A larger organization might already have a reputation for keeping people on hold when they call in. Companies that have been around for a long time might still be struggling

In the old days, it was a filing cabinet that got stuffed so full that no one wanted to risk opening a drawer for fear of what might spill out. Later, it became that shared drive on the corporate network — the one that had folder after folder of documents and spreadsheets that everyone had to wade