10 Great Examples - Customer Service as a Powerful Sales Tool

Understanding the Sales Force

However, sometimes, customer service is so good, or so bad, that their brand statements go beyond what marketing or sales could ever do. Dave Kurlan customer service Apple Dell Verizon profesional speaking lufthansa united airlines

Collaboration for Mid-Market Sales Growth

Score More Sales

It is critical to get products to market in a timely manner – which currently means sooner than ever before launched. Mid-market company leaders (and leaders of SMB’s) need to create an atmosphere of continuous improvement. Think airline industry after 9/11.

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

Understanding the Sales Force

I asked the question, "Is this a sales or a marketing role?". The audience desperately wanted this to be a hybrid - someone who could do both the marketing and the sales. If you needed to hire an airline employee would it be a pilot, flight attendant or a hybrid?

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.

Five Ways B2B Marketers Can Get the Most from Facebook


His latest book is Social Marketing to the Business Customer , co-authored with Eric Schwartzman. A lot of B2B marketers have chosen not to get on board the Facebook train for fear that Facebook's freewheeling culture clashes with their serious business.

Day 2 Twitter Recap-Sales and Marketing 2.0 Conference-Part 1

Fill the Funnel

After my trip home to Seattle late last night, I came to the realization that the airline industry needs to embrace Airlines 2.0! Here is the Twitter transcript for Day 2 Twitter activity for the #sm20 hashtag during the Sales and Marketing 2.0 Best Sales & Marketing 2.0

[Part 3] Execute on Account-based Marketing: Value Selling to Stakeholders at Key Accounts


Account-Based Selling (ABS) is necessary to execute effectively on Account-Based Marketing (ABM). Are they in finance, sales, marketing, product management, manufacturing, service delivery, quality assurance, legal, procurement or product development?

Do Your Holiday Parties Project What You Preach?

Smooth Sale

Long ago, airlines went out of their way to ensure passenger comfort. Advertising for one airline did preach that it was the best way to fly.

Contact Should Mean Contact

Sales and Marketing Management

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.”. I thought of this commercial when I was researching a story for this issue and wanted to reach a New York company that provides marketing services to businesses nationwide.

Insights on Outbound Conference in Atlanta


I travel a ton, and the Southwest Airlines 737 feels like my personal Sales Force One.” Anthony Iannarino – Anthony has helped people in a wide variety of industries and markets think through and overcome their biggest business challenges. I have been featured in major publications including featured by Automotive News, Advertising Age and Edmunds.com for my unique social media marketing and self-promotion efforts.” B2B Sales Outbound Marketing Cold Calling

How to Create Quality Content When Nobody Wants to Do It

Sales Benchmark Index

A key challenge for every marketing team is producing quality content. The solution is to create an internal content marketing capability. Those who have tried to implement internal content marketing have run into roadblocks. Introducing Internal Content Marketing Gamification.

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Unintentional Selling - Selling Customers on Defecting

Understanding the Sales Force

United Airlines. Delta Airlines (Frank wrote this one). Companies still don't seem to get that it doesn't matter how good their marketing is. Understanding the Sales Force by Dave Kurlan I've hit on this topic several times before when I ranted about: US Airways.

“Servant Salespersonship”

Partners in Excellence

There are lots of examples including organizations as different at the US Army and Southwest Airlines. Account Management Accountability Building Relationships Change Customer Experience Innovation Insight Selling Leadership Lean Sales And Marketing Professional Sales Results Sales EffectivenessSome of the more cynical (or perhaps worn down) of you will misread the title, thinking, “Dave, we’re already slaves to our jobs, managers, companies. What are you doing?”

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

Understanding the Sales Force

It describes mostly young, social salespeople, who sell inside and to marketers who are also mostly social sellers. And it does work if you have a suitable product, price range, technology, target market and sales cycle.

5 Probing Questions Guaranteed to Derail Your Deal

Hubspot Sales

If you say to an airline exec, “ Did you know oil and gas prices are up 26% and BLUESTAR Airlines is crushing it because they bought 15-years’ worth of futures five years ago at historically low prices? ”. Probing Questions. I've heard [insert relevant industry trend].

What To Do On a Branch Visit

Sales Benchmark Index

Multi-national organizations plus complex sales equals airline miles. Whether it’s a branch, location, city, or market, you need to be there. Finally, you have to evaluate Competitors on a market or LOB level. The competition’s marketing plan and lead generation tactics.

This Is How I Work (Series)

Partners in Excellence

Since I travel so much, Airline Clubs become an important refuge to keep one’s sanity. I used to belong to several of the major US airline clubs (paying a steep fee for each), but they didn’t help me with my international travel.

The ROI of Reducing Business Risk Through Sales Training


United Airlines lost $770 million in market cap because of poor training that led to newsworthy incidents which eroded brand equity. In a previous post, The Hidden ROI of Sales Training , I described certain ROI as being “hidden” much of the time.

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How Gamification Will Impact Your Sales Initiatives

Sales Benchmark Index

To assist you further, sign-up for SBI’s Sales & Marketing Research Review here. 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.

Book Review: The Gamification Revolution

Sales Benchmark Index

The concept of gamification is catching on in B2B sales and marketing. have brought software solutions to market recently. For example, I am Executive Platinum on American Airlines (level) and have 512,000 miles (points).

I have lied…

Bernadette McClelland

This is a story about why marketers salespeople must forsake any attempt to communicate nothing but the facts, and must focus on what people believe and then work to tell them stories that add their world view. 3% of people are ready to buy what you offer the market, right now. If you don’t, no one will know about the value you personally offer, the value your offering provides the buyer or the value you bring to your market or industry.

I have lied…

Bernadette McClelland

This is a story about why marketers salespeople must forsake any attempt to communicate nothing but the facts, and must focus on what people believe and then work to tell them stories that add their world view. 3% of people are ready to buy what you offer the market, right now. If you don’t, no one will know about the value you personally offer, the value your offering provides the buyer or the value you bring to your market or industry.

The Two EX’s of Success

The Pipeline

Maybe I can help you relate differently, you know when your flight is delayed, and you face getting to an important meeting late, doesn’t matter what the airline says, it doesn’t change the fact that it was late. By Tibor Shanto – tibor.shanto@sellbetter.ca.

Selling Your Prospects On Their Dreams with the Magician Archetype


If you sell ad tech, maybe you are helping a marketer hit their revenue goals. One example that always comes to mind is a campaign WestJet Airlines did a few years back. By: Ryan O’Hara.

[Message to Management]: Why Great Sales Leaders Listen

No More Cold Calling

I was particularly intrigued that he was a sales leader for a marketing firm, which gave him a unique understanding of both customer-centric professions. Guest blogger, Todd McCormick, shares three reasons listening matters in sales management.

What is the total experience you are waiting for?

Leading Results Rambings

Even the airline sends me a text when a flight is running late. Customer Service Marketing Testimonials Eric Moskowitz DMD experience economy Great Customer experience Service economy It’s a service economy. Or, it’s an experience economy. You’ve heard one of those before, right?

Invest in your Network to Build Sustainable Business

Score More Sales

From 2007 until 2011 Porter was VP of Marketing at Virgin America – which has to be anyone’s favorite airline if you’ve flown on a Virgin flight.

“Intelligent Leads”

Partners in Excellence

I’ve been quoted a lot about my view that Big Data and rich analytics are the “pot of gold at the end of the rainbow” for sales and marketing. There are many areas in which Big Data and analytics will help improve the customer experience and drive sales and marketing effectiveness. Leads–quantity and quality are always an issue, both with marketing and sales. and overall go to market strategies.

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Sales Training Article about Selling in the Post-Internet Age

Customer Centric Selling

In some markets, this has happened. The airline industry, for example, has become almost entirely driven by price, with consumers and business people alike able to choose the lowest cost flight on a variety of websites, without using a travel agent.

Secret For Success – Feed A Starving Crowd

Tony Hughes

Obviously you need to have a viable market and offer a product, service or solution that addresses a legitimate need but the X-factor in success is highly motivated buyers. It has applications for commanding a united front with your sales and marketing strategy.

Guest Post: Travel Price Forecast 2013

Jonathan Farrington

This is due to a new carbon tax implemented by the Australian government which airlines are passing on to customers. India’s airline market is undergoing some difficult times, with local carriers finding it difficult to maintain operations in the face of unprofitability and other issues.

Email Open Rates By Industry: See How You Stack Up

Hubspot Sales

Here are some interesting findings from the data: Out of the 29 industries, Marketing and Advertising companies have the lowest email open rates. Marketing and Advertising: 25%. What is the average email open rate for marketing and advertising companies?

The 20 Best Sales Movies of All Time [Updated for 2018]

Hubspot Sales

Though marketed as a love story, it’s the film’s unique look at the competitive world of medical sales that makes it worth watching. The film picks up with Joy, played by Jennifer Lawrence, as a divorced mother of two working as an airline booking clerk.

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AI is Digital. Humans are Analog.


The size of the aircraft becomes a problem when airline overbooks the flight. The airline had overbooked the flight and the attendant at the check in desk had to ask for volunteers to take a later flight. That’s not my opinion – it’s the objective market measure.

The 15 Best Bots for People Who Work in Sales

Hubspot Sales

Growthbot, a bot created by HubSpot cofounder Dharmesh Shah, is like a sidekick for marketers and salespeople. If you sell, bots are your new best friends. Because time is your most precious resource.

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Going Global Means Going Digital


Businesses utilize such functionality every day for everything from marketing to product development. We weren’t going to go the way of many other applications and display hundreds of charts and graphs as, for example, financial market applications do. I told him that I was fascinated with the cockpit of an airliner, just because there were well over a hundred instruments there. Go Digital to Go Global: How to Survive in Today’s Globalization of Commerce.

Life Enrichment: Passion

Your Sales Management Guru

The ability to impact an audience and light a spark that ignites change in individual’s lives continues to excite me-it’s a passion that allows me to put up the with stress of airline schedules and hotel nights. Life Enrichment: Passion.

Create Value by Providing Choice


For example, people will pay more for airline tickets that can be rescheduled without penalty. iPhones came into the market and offered more choices, so iPods became undesirable. I don’t have the marketing savvy to compete.” Once you get started you always discover the competition can’t match your marketing ability. From 1915 through 1975 it was the largest grocery store chain in the United States. Today you probably never heard of it. It was called A&P.

How To Build (And Scale) A Successful Sales Team

Sales Hacker

You don’t hire a kid out of college and make him a pilot for Delta Airlines without training. Target your outbound marketing to ice-cold leads. This means turning your “Inbound Marketing” into “Outbound Marketing” Outbound Marketing?!

Sales Training Insight into the Seller's Role in Complex Sales

Customer Centric Selling

The self-service approach (ATM''s; gas stations; airline kiosks; etc.) Buyers want to be treated respectfully and calls are different because they are aware of offerings available in the market (usually beyond those of the vendor they contact).