United Airlines Uses Customer Service This Way to Impact Sales

Understanding the Sales Force

Understanding the Sales Force by Dave Kurlan Yesterday, I was returning from New Orleans on an airline I had previously decided never to use again.

Do Prospects Lie to Your Salespeople Like the Airlines Do?

Understanding the Sales Force

Do the airlines and the FAA seriously expect us to believe that when there is no WiFi on the plane our devices will interfere with navigation but when there is WiFi on the plane the devices won't interfere? After all, these lies continues to work for them, much as the lies the airlines use continue to get us to power down our devices.

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10 Great Examples - Customer Service as a Powerful Sales Tool

Understanding the Sales Force

Dave Kurlan customer service Apple Dell Verizon profesional speaking lufthansa united airlinesLast week, during my travels to Poland and back, I experienced how companies are using customer service as sales tools.

All Airlines are the Same, Except for Their People

Jeffrey Gitomer

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Perception Is All That Matters for Your Sales

The Sales Heretic

Every business speaker, blogger, podcaster, columnist, and comedian owes a huge debt of gratitude to United Airlines. Sales Airlines business communication crisis customer negotiating perception policies service social media speaker training United video

Executive Sales Leader Briefing: Guilt by Association — It’s Not the Way to Lead

The Sales Hunter

It seems everyone is talking about the unfortunate situation United Airlines had recently. I’m tired of hearing about it and I’m more tired of hearing how people are bashing every United employee they can find. I spend a lot of time in airports and here’s what I see: Thousands of United employees going to work […]. Blog leadership Professional Selling Skills executive sales leader briefing leader sales leader sales leadership

The Bait and Switch

A Sales Guy

Business Performance Customer Service bait and switch Sales Sales Advice United AirlinesAs far as I know, the “bait and switch” is against the law in all 50 states, so how United gets away with it is beyond me. The bait and switch is when a company advertises a particular product at a particular price, then when the customer shows up to buy, they don’t have the product at that price. The price is now more expensive OR it’s a cheaper product at the same price.

Air Travel for Business: Where Carriers Get it Wrong

Sell More and Work Less

Having racked up over 225,000 miles over two major airlines last year you could say that my most used office space is seat 3D. Like many professional sellers, I travel all the time.

Tone Deaf Executive Leadership Ignores What Customers Value

Increase Sales

The recent Tweet war between Delta Airlines and Ann Coulter reveals that Delta leadership does not know what their customers value. The tone deafness demonstrated by Delta Airlines executive leadership also reveals the total lack of emotional intelligence. Once again corporate executive leadership demonstrates how truly tone deaf it really is. Hint for those in leadership roles – It is not the money. When customer pay for something, they expect what they pay for.

United Could Have Avoided Dragging Passenger Off Plane

A Sales Guy

Look sometimes “rules” and “regulations” blind us to the most obvious and simple solution and this was the case for United Airlines this weekend. Typically, airlines ask for volunteers and offer some small stipend to passengers to volunteer.

8 Things Technology Will Never Replace

No More Cold Calling

Do you remember the 2001 Southwest Airlines “Some Things Are Just Better in Person” campaign? Southwest Airlines isn’t perfect (no business is). Digital communication only takes us so far. Generation Y loves technology. They’ve grown up immersed in text messages and emails.

Do We Really Need Women in Sales?

Jonathan Farrington

It is very similar in many other professions where women have had to work hard to establish not only their rights but also their credibility: For example, when I was growing up doctors were men; airline pilots were men; train drivers, lorry drivers, and soldiers were all men.

Do prospects lie? How does the answer impact sales success?

Anthony Cole Training

Do the airlines and the FAA seriously expect us to believe that our devices will interfere with navigation when there's no WiFi on the plane, but when there is WiFi on the plane, then the devices won't interfere?

How to Create Quality Content When Nobody Wants to Do It

Sales Benchmark Index

Think of frequent flier programs in the airline industry. A key challenge for every marketing team is producing quality content. The solution is to create an internal content marketing capability. The primary drive behind producing content internally is creating buying process content.

How Gamification Will Impact Your Sales Initiatives

Sales Benchmark Index

Think of frequent flier programs in the airline industry. If you are like most of corporate America, your year is ending soon. You have started planning for next year. Part of that may include reviewing the success of some of your initiatives. Perhaps you: Rolled out a new sales process.

What the Sales World Can Learn from Marathon Participants

Understanding the Sales Force

Understanding the Sales Force by Dave Kurlan Earlier this week the world was once again focused on the city of Boston and the 118 th running of the Boston Marathon. I don’t run but I know several people that do and the preparation for running this, or any other marathon, is daunting.

Insights on Outbound Conference in Atlanta

Pointclear

I travel a ton, and the Southwest Airlines 737 feels like my personal Sales Force One.” On April 13, 2017, I attended the #OutBound conference in Atlanta, GA. Remarkably, despite the road destruction in downtown Atlanta, everyone got there on time – about 400 attendees. The event was held at the Hotel Intercontinental in Buckhead and Cirrus Insight did a great job as a sponsor. The coffee was hot and the lunch was great. Thank you. The entire day was spent talking about prospecting.

Women in the Sales World – Do We Need Them?

Jonathan Farrington

It is very similar in many other professions where women have had to work hard to establish not only their rights but also their credibility: For example, when I was growing up doctors were men; airline pilots were men; train drivers, lorry drivers, and soldiers were all men.

Collaboration for Mid-Market Sales Growth

Score More Sales

Think airline industry after 9/11. Imagine being around the same people and ideas every day.

Sales Tips: Don't Scare Buyers into Making "No Decision"

Customer Centric Selling

First they lure you in and make you feel beholding to them by giving what are theoretically free trips, meals, airline tickets, etc. Sales Tips: Don't Scare Buyers into Making "No Decision". By John Holland, Chief Content Officer, CustomerCentric Selling®.

Have You Recognized Your Company’s “Moments of Truth?”

Jonathan Farrington

Recognizing all the moments of truth in your company will allow you to address weaker areas easily – for example, Jan Carlzon of SAS identified almost 1000 moments for customers using his airline.

After Inbound 14 - Anatomy of a Hybrid Sales & Marketing Role

Understanding the Sales Force

If you needed to hire an airline employee would it be a pilot, flight attendant or a hybrid? Understanding the Sales Force by Dave Kurlan. Last week, when speaking on the Inbound Stage at Inbound14, my topic was Hiring for the Inbound Sales Role.

What To Do On a Branch Visit

Sales Benchmark Index

Multi-national organizations plus complex sales equals airline miles. Most top sales executives travel. A lot. Many CSOs in today’s B2B selling environment can tell a Marriott from a Hyatt by looking at the furniture. Whether it’s a branch, location, city, or market, you need to be there.

Who Said Referrals Were Six Degrees of Separation?

No More Cold Calling

Here’s why, according to Southwest Airlines’ Spirit magazine (Sept. New data suggests that there are fewer than five degrees of separation—your referral network just got turbocharged.

Have You Spoken With Your E-Quaintance Lately?

No More Cold Calling

I love Southwest Airlines and I love reading Spirit Magazine. Real-world sales may start online, but the real connection and success happens offline, in the real world. Join me.

The Truth About 50+ Year Old Salespeople

HeavyHitter Sales

Chances are you are putting your life in the hands of one of the 70,000 airline pilots that are over 50 years old. Over the last couple of months I’ve spoken to a number of experienced sales leaders and senior sales reps who were contemplating their next career move.

Think Before You Jump into A Holacratic Business Model

Increase Sales

Now some companies such as Zappos and even Southwest Airlines stepped beyond this revenue business model and established one where the focus was on their internal customers or employees.

7 Email Templates That Can Save You 520 Hours Per Year

Hubspot Sales

American Airlines (preferred). Are you a multi-tasker? That might not be a good thing. A study by the American Psychological Association found shifting tasks causes temporary mental barriers, which swallow up to 40% of your productive time.

Book Review: The Gamification Revolution

Sales Benchmark Index

For example, I am Executive Platinum on American Airlines (level) and have 512,000 miles (points). A few weeks ago I got an email from a client telling me “ You have to read this book.” This client, Hi Leva of Clear Channel, has a good eye so I paid attention.

Keys to Improved Sales Performance - Part 4 of 4

Understanding the Sales Force

United Airlines Uses Customer Service This Way to Impact Sales. Understanding the Sales Force by Dave Kurlan This is the third in a four-part series that will run this week. See Part 1 here. See Part 2 here. See Part 3 here.

The Essence of Effective Leadership

Jonathan Farrington

Last week, I led a leadership workshop for a group of senior executives, employed by one of the world’s largest airlines: During an open session on the second day, I was asked by one of the delegates - who is responsible for coaching the next wave of leaders - if I could encapsulate all of my advice in a few short paragraphs, what would I say?

The True Value of Exceptional Customer Service & “Moments of Truth”

Jonathan Farrington

Recognizing all the moments of truth in your company will allow you to address weaker areas easily – for example, Jan Carlzon of SAS identified almost 1000 moments for customers using his airline. Before I get into today’s topic, thank you all for my exceptionally bulging mailbox today.

One Thing Missing from The New Way of Selling - Part 2

Understanding the Sales Force

When commercial airlines made flying affordable enough for everyone, it didn''t eliminate buses, trains and cars.

[Message to Management]: Why Great Sales Leaders Listen

No More Cold Calling

My wife once met Gary Kelly, CEO of Southwest Airlines, in one of the last places you’d expect to see a business mogul: checking in customers at LAX. Guest blogger, Todd McCormick, shares three reasons listening matters in sales management.

Contact Should Mean Contact

Sales and Marketing

I got a phone call this morning from one of our oldest customers,” says the executive in a 2010 commercial for an airline. “He The executive proceeds to hand out airline tickets to his entire team and says, “We’re going to set out for a little face-to-face chat with every customer we have.”. Author: Paul Nolan “Game changer” is a term you hear often when people talk about how technology has changed their industry.

How the Power of Three Develops a People First High Performance Culture

Increase Sales

This attitude has been demonstrated by companies such as Southwest Airlines among others. People (employees) are what make any organization run and are responsible for business growth.

Why Sorry Isn’t Enough and What People Really Want to Hear

A Sales Guy

When an airline is delayed, the pilot’s apology, gives us little comfort. What do you do when you f**k up? Do you apologize? Do you get defensive? Do you try to minimize it by avoiding the f**k up altogether? How do you handle it when you or your company screw up? There is only one way to respond when you make a mistake in sales or business, s**t in life, in general, and most people don’t do it right. The majority of people (a simple majority it seems) apologize.

Does Anyone Have an In-Person Conversation Anymore?

No More Cold Calling

Do you remember the Southwest Airlines’ “Some Things Are Just Better In Person” campaign (2001)? Southwest Airlines isn’t perfect (no airline is). Technology connects us to the outside world, but what about connecting to the world right in front of us? Take a look around you.

Unintentional Selling - Selling Customers on Defecting

Understanding the Sales Force

United Airlines. Delta Airlines (Frank wrote this one). Understanding the Sales Force by Dave Kurlan I've hit on this topic several times before when I ranted about: US Airways. National Car Rental. National Car Rental a second time. There were more.

Heavy Hitter Sales Blog: Unhappy Customers: What to do When an.

HeavyHitter Sales

I have flown millions of miles on American Airlines over the course of my career. However, this past week American Airlines cancelled thousands of flights which infuriated many loyal customers like me. I received this e-mail from American Airlines and it provides valuable lessons for dealing with unhappy accounts. Subject: An Apology from American Airlines. Heavy Hitter Sales Blog. Recent Posts. A Salespersons Most Important Competitive Weapon.