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How to Structure Customer Service Calls to Boost Satisfaction and Sales

Harvard Business

Researchers found that service agents yield better results when they use warm language to start and end conversations, focusing on problem-solving in the middle.

Sales 241
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Consultant Ninja: Thee Sunbeam method of Government Stimulus.

Consultant Ninja

After a quick spike of sales, future demand will be lower. So the effective cost per incremental new house sale was $43,000. 2010-Present: Off the road 2009 Stats: Airline Miles: 24,902 Nights away from home: 73 (of 216: 34% of nights) AMEX Charges: $21,220 2008 Stats: Airline miles: 87,589 Nights away from home: 159 (of 365: 43.6%

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Venezuela Strengthens Currency Controls in Impossible Mission to Stop Capital Flight; Airlines Collapse; End of the Line

MishTalk

In an effort to get money out of Venezuela, airline ticket sales had been booked solid for months. One airline cancelled all flights. Venezuelan bonds plunged to the lowest in more than two years after the government announced the latest partial devaluation of the bolivar, this time for airlines and foreign direct investment.

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How Customer Service Can Turn Angry Customers into Loyal Ones

Harvard Business

Businesses are understandably reluctant to share their CRM and sales data, and most research in this field has been based on surveys. For example, for customers who had tweeted at airlines, the conjoint asked them to imagine buying a ticket for a two-hour non-stop flight. But how valuable is it really? from March 2015 to April 2016.

Wireless 133
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To Change Your Strategy, First Change How You Think

Harvard Business

The airline industry is a cautionary tale of what happens when companies emulate new business models without bringing over the associated mental models. For over 40 years, Southwest Airlines has been a disruptive force in the airline industry, creating an entirely new category and a record 43 consecutive years of profitability.

Airlines 134
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The Price is Right: Decoding the Art of Product Pricing

Tom Spencer

From entrepreneurs putting a new product on the market to executives at a public company revamping a product line, effective pricing is a key pillar of any successful sales and marketing strategy. This is achieved by striking a balance between setting prices that attract customers while maximizing profitability from sales.

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The Sales Role Multinationals Need in Emerging Markets

Harvard Business

For many executives battling through economic headwinds in emerging markets, the answer tends to be wherever they think someone will provide the strongest boost to top-line growth, which usually means hiring an additional sales or marketing manager to support the commercial front lines. Somewhere else?

Sales 70