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2014 Customer Champions

9 Dec

1to1 Media recently released its 2014 Customer Champions report. This is how it defines customer champion:

“Behind every successful enterprise-wide customer strategy is an individual who tirelessly evangelizes the customer cause, who reminds employees that customers are the business, who understands how to transform loyalty into profit, and whose efforts both command attention and garner real results. I am a Customer Champion.”

“Since its inception in 2004, the 1to1 Media Customer Champions has grown into a one-of-a-kind awards program that honors and spotlights individuals responsible for game-changing customer-focused strategies — a truly unique event that honors the leaders who create innovative change in their organizations. The awards program now includes a group of more than 130 distinguished leaders representing household name brands. From sweeping voice-of-the-customer initiatives and data analysis strategies to employee engagement and omnichannel initiatives, this year’s 12 winners are the creative disruptors in their firm who play a critical role in advancing their organizations’ customer strategies.”

These are the 2014 winners:

  • Annamarie Bermundo, AVP, CRM and digital platform development at L’Oreal Paris USA, “offers customers digital, interactive platforms that enable each individual to experience the brand before completing the sale, improving both loyalty and trust.”
  • Anna DiGregorio, Marketing Director at Marketplace Philadelphia Management, “implemented training programs and gamification features to streamline services at Philadelphia International Airport.”
  • Kyle Groff, JetBlue’s manager of customer insights, “harnesses customer insights to improve travelers’ experiences.”
  • Deepak Khandelwal, Google’s vice-president of global customer experience, “champions convenience and positive experiences for a global customer base.”
  • Mike Lester, president of The Melting Pot, “inspires employees to pursue the ‘Perfect Night Out’ standard by serving customers on an individualized level in any capacity possible.”
  •  Jim McCann, 1-800-Flowers.com’s CEO, “commits to conversations with satisfied and dissatisfied customers.”
  • Eric McKirdy, manager, global customer care and the face of Ask.com’s customer service team, “is leading the company’s efforts to rebuild its customer service strategy.”
  • Tom Mueller, ADP’s vice-president of client experience, “makes data meaningful by mapping the customer’s journey.”
  • Glenn Schleicher, Cisco’s director of the Smart Web Technology Group, “makes sure the company’s self-service technologies are designed to meet customers’ needs and expectations.”
  • Gregg Tilston, global social media leader at Flight Centre Travel Group, “empowers employees with the social playbook and creative freedom necessary to exceed consumer expectations and cultivate true fans.”
  • Gavin Woody, vice-president, operations at A Place for Mom, “quantifies the customer experience by providing agents with the tools and knowledge required for quality customer service.”
  • John Wompey, vice-president of operations at Foot Locker, “uses voice of the customer data to uncover truths that drive companywide innovation and employee success.”

Click the image to access 1to1 Media’s full report, with profiles of each winner.

 

 

Using LinkedIn for B-to-B Social Selling

7 Dec

There are many uses for LinkedIn. One involves B-to-B social selling, which requires a different approach then just posting a LinkedIn profile.

Here are some suggestions in this infographic from HubSpot.

 


 

A Twitter Action Plan

25 Nov

Through Sprout Social, companies can “reach your audience across networks and promptly reply to your customers. Sprout makes it easy for teams to keep tabs on conversations and effectively engage at all times.”

Sprout Social has published an informative infographic on how small and mid-sized firms can better use Twitter:

“Millions use Twitter daily to discuss everything from news to businesses. The rapid growth in social participation offers significant opportunities for small and medium-sized businesses (SMBs) to build and manage customer relationships via social networks. Here are eight easy and strategic steps to make the most of Twitter for your business.”

 
A Twitter Action Plan: Top Tips for Your Business
 

What Works in B2B Marketing and Social Media

24 Nov

B2B Marketing annually produces a Social Media Benchmarking Report. This report is written  in association with Circle Research; and it is designed to provide insight into social media trends and activities in B2B organizations.

Here is an infographic summery of the 2014 report.
 

 

It’s Tough Being a B2B Sales Rep

2 Nov

One of the most critical and important employees in many firms — especially B2B companies — is the sales representative. Unfortunately, some firms do not appreciate or recognize all of the issues that may make their sales rep jobs especially challenging.

As reported by Anum Hussain for HupSpot:

“Sales reps have a lot of responsibilities. Along with selling — which is, of course, what they were hired to do — they’re also expected to spend time researching accounts, generating leads, attending meetings, plugging away at administrative tasks, and so on. Where does staying on top of marketing materials fit in? As a former member of HubSpot’s content team, I know the hard work that goes into creating valuable offers and then distributing them to sales teams with talking points, sharable tweets, and so on. But there are so many hours in a salesperson’s day, and it can be really hard to keep up with the content. As a result, over 40% of marketing materials don’t end up getting used by B2B sales teams.”

The excellent infographic below from Qvidian (a cloud-based sales execution solutions provider) “walks through a day in the life of a modern B2B sales rep, highlighting the challenges that pop up along the way.”

 

 

What’s Next for B-to-B Marketers?

25 Oct

As we have noted before (see, 1, 2, 3), there is a lot for b-to-b firms to think about in planning and enacting their marketing strategies. In particular, they need to strategize for the future.

With this mind, look at the slideshow below from MarketingProfs:

“The theme of the 2014 MarketingProfs’ B2B Marketing Forum was ‘Marketing For What Comes Next.’ Lee Odden of TopRank decided to ask some of the brightest minds in marketing to make predictions about where marketing is heading. What he got ranged from realistic to ridiculous, but all were packed with insight.”

 

 

Resources for Small Businesses

23 Oct

As we have written about several times before (see 1, 2, 3), small businesses have numerous resource opportunities that they need to know about and utilize.

Here are more resources, this time, provided by the UPS Store for Inc.:

“Small business owners are always busy and looking for a way to save money. That’s why The UPS Store has done the research and hand-selected valued partners to provide you with exclusive offers on the products and services that you need most.”

These resources are divided into several categories:

  • Accounting and Bookkeeping
  • Business Planning
  • Communication Tools
  • Financial Services
  • Human Resources
  • IT Support
  • Marketing Services
  • Merchant Services
  • Reception Services
  • Record Storage
  • Telecommunications
  • Web Site Services

Click the image to access the resources.
 

 

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