Published on 16 April 2018
Social media can be used for a lot of things.
Most of the time people use social media, for just that, to be social.
Businesses do a great job at using it for customer service issues as well as a platform to distinguish their voice and connect with customers and clients.
It makes sense why businesses do this. Social media comes in handy when there’s an issue going on at your company, for an example an outage. This is a quick and easy way to let customers and clients know the issue is being resolved and that you are aware of the situation.
Here at QCSS, we took the time to develop a SlideShare so that you can better understand the customer service side of social media.
Flip through the presentation we created to learn about customer service on social media, the different platforms that many businesses use, how to use social media as a customer service tool, and how not to use social media as a customer service tool.
Using social media as a customer service tool can be extremely effective and convenient for your company.
Feel free to share this with your team so that they can have a better understanding of how social media is being used to benefit businesses.
Written by: Amy Schiller
Published on 09 April 2018
Call centers get a lot of hate.
Most of the time, people don’t understand the purpose of them. It makes sense why some people get upset. Receiving telemarketing calls as you’re sitting down to have a meal with your family at the dinner table is frustrating.
It’s important to understand that those days are long gone. At QCSS, we smile and dial at appropriate times of the day for every time zone. We also develop campaigns that are beneficial to both the customer and the company. So, it’s a win-win.
If you choose the right call center, you can save money while making money.
Fortunately, there are now guidelines and laws in place to mediate these concerns.
Flip through the SlideShare we created below to get a better understanding of the benefits of outsourcing a call center.
See? Using a trustworthy call center can be effective.
Now that you know the benefits of outsourcing a call center, want to get on the line with us? Call 888.229.7046 and ask us what we can do for your business.
Written by: Amy Schiller
Published on 02 April 2018
Have you come to a dead end with lead generation?
We’ve all been there.
Prospects aren’t interested in your product or service or even taking your calls. It’s hard enough to be on the phones every day making phone calls – and harder having every person turn you down.
Well, there’s good news: Generating leads doesn’t have to be that difficult. With the right team and strategy at your disposal, you could easily be following up on leads and engaging with interested prospects.
We’ll walk you through different ways that you can generate leads for your team. When we’re done you’ll know exactly how to convert qualified generated leads in your pipeline. Ready? Let’s dive in.
6 Ways to Generate New Leads for Your Sales Team
Before you start diving into generating leads, you need to understand how the process works. Just like you would outline a blog post before writing, you want to establish the three or four main takeaways of your lead generation campaign, and make sure you have a team to help you. Then, you can start talking about how you are going to generate your leads.
Now, let’s talk about the 6 different ways that you can generate new leads for your team!
1. Social Media
Social media is a great way to generate new leads. Twitter, Facebook and Instagram are just a couple platforms that businesses use for lead generation.
Twitter and Instagram allow for direct messages, which makes it easy to reach out to people in specific industries.
To use Facebook for lead generation, you may have to invest in advertising. The good news is that there are experts who do Facebook advertising for a living.
Social media platforms are an amazing way to generate leads but you have to be willing to reach out to people and be social – hence social media.
2. Optimizing Content
When you use content that is relevant and appealing you will capture the correct audience. No matter what industry you are in, you are the expert!
Highlight what you do best and share inside knowledge to show the information you’re sharing is reliable.
Yes, LinkedIn is a social media platform. It’s just so important for lead generation that we gave it its own number.
Publishing posts and articles on LinkedIn is a great way to get noticed by other companies. LinkedIn also makes it easy to establish yourself as an industry leader.
Add people on LinkedIn who you want to be in your network. Be sure to add a note so that when they see your invite, they will know why you want to be connected with them.
If you’re looking to take LinkedIn lead generation extremely seriously be sure to:
- Participate in discussions
- Publish posts and articles
- Comment on other posts
- Stay active
- Use it as a social network – be social!
4. Email Marketing
Do you have an email list?
If not, you may want to start working towards developing one.
And no, buying email lists is not the answer to your problem.
Get people who are interested in your business to sign up for your email list. How? By distributing amazing content that people can’t say no to and want to be notified when you’ve published something new.
Email marketing is never going to go out of style.
5. Public Relations
Joining a podcast, live video, radio show, or video chat in your industry is a great way to generate new leads. This will help people get to know you on a different platform, and not just as your usual business self.
It also helps you become more relatable which will encourage people to reach out and talk to about what you do.
6. The telephone
Start a campaign with a telemarketing company and develop a lead generation campaign.
Are you trying to set appointments for your sales team or up-sell / cross-sell services?
A telemarketing campaign is a great way to increase sales and profits, the number of qualified leads, and the number of appointments.
There actually are a lot more benefits than those, check them out here.
We’ve covered 6 different ways that you can develop leads.
If you want more information on this subject feel free to call us at 888.229.7046.
We’re the people who make and take the calls. Lead generation is just one of our many specialties.
Written by: Amy Schiller
Published on 12 March 2018
There’s a satisfying feeling that you get every time you close a sale – especially if it is one that you have been working on closing it for a long time.
Like that one time you closed a sale that you were nurturing for years and it made all the hard work worth it. The phone calls and emails that you were sending back and forth for years finally pushed your prospect to invest in you and your company.
The precise reason closing a sale feels so amazing is because of the hard word that was put into it – suddenly sleepless nights and long evenings in the office make sense.
Use these 20 quotes for the days when you feel like giving up. Share them with your team or hang them around the office for motivation.
1) "Don't be afraid to give up the good to go for the great." -John D. Rockefeller
2) "Don't let what you cannot do interfere with what you can do." -John R. Wooden
3) "The successful warrior is the average man, with laser-like focus." -Bruce Lee
4) "Be miserable. Or motivate yourself. Whatever has to be done, it's always your choice." -Wayne Dyer
5) "I am not a product of my circumstances. I am a product of my decisions." -Stephen Covey
6) "Great things are done by a series of small things done together." -Vincent van Gogh
7) "Accept failure as part of the process." -Unknown
8) "The secret of getting ahead is getting started." -Mark Twain
9) "Don't watch the clock; do what it does. Keep going." -Sam Levenson
10) "Become the person who would attract the results you seek.” -Jim Cathcart
11) "Setting goals is the first step in turning the invisible into the visible." -Tony Robbins
12) “Motivation will almost always beat mere talent.” – Norman Ralph Augustine
13) “Always do your best. What you plant now, you will harvest later.” – Og Mandino
14) “Our greatest weakness lies in giving up. The most certain way to succeed is to try just one more time.” – Thomas Edison
15) “The harder the conflict, the more glorious the triumph.” – Thomas Paine
16) “It’s not about having the right opportunities. It’s about handling the opportunities right.” – Mark Hunter
17) “The difference between a successful person and others is not a lack of strength, not a lack of knowledge, but rather a lack of will.” – Vince Lombardi
18) “There are no shortcuts to any place worth going.” – Beverly Sills
19) “Life’s battles don’t always go to the strongest or fastest; sooner or later those who win are those who think they can.” – Richard Bach
20) “Obstacles can't stop you. Problems can't stop you. Most of all, other people can't stop you. Only you can stop you.” – Jeffrey Gitomer
Written by: Amy Schiller
Published on 26 February 2018
Please raise your hand if you’ve ever lost a customer due to a lousy customer retention strategy.
When you get on the phone with your customer, you’re hit with complaints and backlash. The conversation ends with, “Please discontinue my membership, this magazine is no longer providing value to me.”
Except it might sound a lot nastier than that.
Sometimes, your employees are too busy doing other work that this isn’t top priority.
Well, there’s good news: retaining customers doesn’t have to be daunting. With the right strategy and tools at your disposal, you could easily be putting a new customer retention strategy in place by the end of the month.
It’s time to get serious about customer retention. Let’s discuss the 5 steps you can take in order to retain more customers.
5 Steps to Improve Customer Retention
1) Make sure that your audience is listening
Before you even think about developing a new customer retention strategy or improving your old one, you should be sure that you are currently engaging with your audience.
This could be on social media, through email marketing or on the phone.
Just like you would make sure you have a list of phone numbers before calling them, you want to be sure that you have an audience that is listening and engaged.
Then, you can feel free to continue reaching out to current customers. Make sure that you are talking to a relevant audience. If you don’t have the phone numbers and email addresses of current customers, this is something that you NEED to get as soon as possible.
2) Distribute content that they care about
After you’ve established that you have an audience that is listening, figure out if the content you’re using is relevant to them.
In the first step, you should’ve asked yourself, “Do I have an audience that is listening?”
Now, for this step you need to ask yourself if your audience cares.
Is the content that you are sending out creating a demand for your customers?
This way, you won’t have to figure this out with each additional piece of content that you are planning on sending out. Always make your content relevant.
3) Make it nothing short of an experience
Now that you are engaging with customers and using relevant content, you need to be sure that you are delivering an experience.
Both companies are much more than cars and amusement parks. They’re about delivering an unforgettable experience that the customer keeps coming back for.
4) ABC – Always Be Communicating
When it comes to customer retention, communication is extremely important.
If you don’t talk to your customers for years, what will they think? Either that you’re no longer in business or that you just don’t care.
Pick up the phone and call your customers. Ask them about how you can improve their experience, tell them about a new promotion or product, or develop a strategy that will keep you at the top of their mind.
Think of this step as a way to nurture your relationships with your consumers so that the next time they think about purchasing, they know who to call.
5) Deliver exceptional customer service
If you are listening to your audience, distributing content they care about, putting together an experience, and communicating with your customers then you’re almost there.
The very last step of this process is to deliver exceptional customer service. To be quite honest, without this last step, nothing else matters.
Your customers and clients are your most important asset to your company. So, put a smile on your face and treat them like it.
Now, you’re ready to improve your customer retention strategy and start nurturing those relationships with your consumers. And you know what the best part is? Next time, putting together a new customer retention strategy won’t feel quite as daunting.
Written by: Amy Schiller
Published on 12 February 2018
Often, as salespeople, we learn from sales blogs written by companies who sell a marketing or sales service. It’s true to say that this information can get kind of stale, as most people curate content and use the same information from other companies except they distribute the content in different ways.
As sales people, we know that it’s important to stay inspired and reading or watching the same content all the time makes it difficult.
There is one type of content that can help us get out of this repeated content funk: TED Talks. Featuring people that present content on topics that they have developed themselves. Instead of repeated information being spued at us, they inspire us with new content in an easy-to-understand and inspiring way.
So, to help you break out of your typical sales advice mold and learn something new to make you better at selling, we’ve compiled 5 amazing TED talks that inspire us.
How to Magically Connect with Anyone
In this TED Talk, Brian Miller, explains the importance seeing the world from the point of view of another person. Not only does this help us connect with others, but it helps in sales too.
This is a great TED Talk to watch if you’re just beginning in sales of need a reminder about the importance of listening to your customers. Being able to put yourself in the shoes of the buyer is very helpful. Watch this video to understand why.
First Why and Then Trust
“Trust is human. It’s about human interaction. It’s about real conversations. What we need is more handshake conversations. What we need is more handshake discussion. More handshake debates. More handshake friends. More handshake leadership.”
Nothing replaces human contact. That’s one of the many things that Simon Sinek touches on in his TED Talk. Watch this 17-minute video to get more insight into the importance of human to human interaction in the business world.
How to Skip the Small Talk and Connect with Anyone
Sometimes, we forget that the CMO, CSO, CEO, or any other C suite executive is a person. We put our business needs first and lose that human to human connection.
This TED Talk by Kalina Silverman does a great job at reminding us just that. Let’s skip the small talk and hop right into the big talk. Remember that everybody is only human.
The Skill of Self Confidence
This TED Talk is a great one to watch when you just can’t seem to land a sale. Dr. Ivan Joseph talks about the importance of self confidence and persistence.
Stop the negative self-talk. Have self-affirmations. When doubt and fear come into your mind, replace it.
The Science of Sales
As co-founder and CEO of ConnectYard, Donald Doane speaks from his experiences of beginning a startup. This talk explores a common challenge for many young companies, which is learning how to create a repeatable and scalable sales process that will take their company from concept through profitability.
Published on 05 February 2018
1. Help your customers win
Upselling should not just be a sales tactic. It’s about helping your customers win so that you can win too.
Upselling helps your brand develop a stronger relationship with customers.
Offer a bundle of 3 products for $100’s cheaper than the cost of them separately. Your customer wins because they are saving money. You win because you’re making extra money by upselling something that the person probably wasn’t originally planning on buying.
2. Make it relevant to the original purchase
Would you like some fries with that? The simple and easy upsell that boosts the sale of fries at McDonald’s.
It’s relevant to the original purchase. It’s hard to say no to something that sounds like it would go perfectly with your meal.
Find the “fries” for your customer and use it to your advantage. Offer them something that goes so perfectly with their current product or service that it’s hard to turn it down.
3. Does it solve a problem?
If you buy a new software but have no idea how to use it, it would make sense if the salesperson tried to upsell you on training they offer.
The problem was that you were buying software that you didn’t know how to work. The salesperson quickly offered you a solution that made you feel more confident in your purchase.
Instead of the upsell turning you off and driving you away from the sale, it made it easier for you to make a decision.
Solve a problem for your customer to make the upsell easier for you and them.
4. Focus on what the customer needs
Sure, upselling a product or service to somebody might mean commission for you. It also means that the customer already trusts you because of the original purchase.
The goal here is not to lose the trust of your current customer.
You can do this by making sure that the upsell is something that would actually be useful to them. This way, they will continue to trust you and buy from you.
5. Wait it out
Wait for your consumer to purchase the original item in order to upsell.
Only in certain instances does it make sense to try to upsell someone on a purchase before they actually make one.
Have you ever thought about buying a new phone case, screen protector, and car charger before you actually purchased a new phone?
No, the salesperson usually hits you with a package deal 5 minutes before walking over to the register to finalize the deal. They establish a need for these products so that you feel comfortable spending the extra money on the items.
Never would a salesperson remind you of the phone case, screen protector, and car charger right when you walk in the door.
Wait for the initial sale and then use your skills on the upsell.
Written by: Amy Schiller
Published on 22 January 2018
1. Add value
First, put yourself into your customers shoes. Consider what’s important and how your product or service will benefit them. If you’re having trouble with this part, that’s ok. There are many solutions to this. One is to get feedback from your target market through surveys. This could be online, or it could be on the phone.
During the first phase, think: start helping, stop selling.
Once you have figured out how you can add value to your customers, pick up the phone and call them. Let them know about special deals and discounts.
Another way to add value to your customers or clients is to offer a whitepaper or any type of free resource. This will give your target market insight into the industry and provide them with information that they didn’t already know. It will make it more difficult for them to leave for a competitor.
2. Build a better customer experience
If you’re looking for more positive online reviews, word-of-mouth referrals, and higher retention rates then it’s time to develop a memorable customer experience.
This will allow you to develop a relationship with your customers, potentially recover lost customers, engage existing customers, improve customer satisfaction, and add a competitive advantage to your company.
Improving the customer experience is something that is easy to do and provides your company a lot of benefits.
3. Design a customer outreach strategy and stick to it
The purpose of customer outreach is to introduce something awesome to your customers. This can be the white paper or it can be a new amazing service. It should be something that will get your customers excited and again, add value.
QCSS worked with a client in the healthcare industry who was losing their own customers and market share due to aggressive acquisition tactics of a competitor. That’s when QCSS helped design and implement a customer outreach strategy that allowed the client to provide more customized, high touch relationships with their clients.
In the end, QCSS reduced customer churn for the company.
QCSS Case Study
The client produces compliance publications for billing and coding departments within hospitals, private practices, and home health facilities.
This company was losing their own customers and market share due to the aggressive acquisition tactics of a competitor owned by a multi-billion-dollar healthcare company.
QCSS helped design and implement a customer outreach strategy that allowed the client to provide more customized, high touch relationships with their clients.
QCSS reduced customer churn.
Published on 15 January 2018
There’s a huge myth out there right now that a lot of people are believing… The myth is that social and digital outreach alone will bring qualified leads into your sales pipeline. It’s part of the reason that people believe picking up the phone and calling someone is no longer necessary..
This is far from the truth and Tony J. Hughes (THE sales guru) wrote an entire book about this very hot topic.
His new book is called COMBO prospecting and in a recent interview with John Smibert he explains the importance of digital and social as well as the phone to build a quality sales pipeline for your business.
If you don’t have time to read or watch the interview, here are a couple of takeaways.
You need the right combinations of activity, done the right way and at the right time if you want to succeed.
The 3 key combinations are:
The right value narrative
The right mindset
The right combinations
You need the combination of digital and social as well as the phone.
If you want to build a quality sales pipeline you must… jab, jab, jab with email & social… and then knock them out with the phone.
A silent sales floor is dangerous
Scared to make cold calls? It’s easy to make calls warm and you can do that with social. You need human-to-human interaction. The chances of you landing a sale just from chatting with someone over LinkedIn is very rare. Pick up the phone and call.
Everybody should be selling
The CEO, CFO and all the salespeople.
No salesperson can get enough qualified leads into the pipeline from marketing. Inside sales or sales development reps are never going to provide enough leads either. There’s always going to be some gap and salespeople have to be good at creating their own personal pipeline.
The boxing metaphor
In boxing, you’re constantly jabbing away with your left hand. You should also be jabbing away in social. By this Tony means, using LinkedIn, Twitter, text messages and email as your jabs. Then, the right hook is a phone call. The thing that will knock the person out (not literally, don’t worry).
“Social Phone” is the key to success
Every prospect you’re working with has a mobile phone or a cell phone, and that phone is also their personal digital assistant. That is where they can look at social and they can take a phone call. Social and phone is the only way to go and be successful.
Bringing it all together
The key message from Tony was that using social and phone together will completely change your pipeline. Also, make sure your sales floors aren’t silent, you have to be talking to the customers and outbound with the phone.
There’s a lot of work to do, COMBO type work.
If you want to know more, just look for COMBO prospecting in bookstores or buy it on Amazon.