Customer 2.0 Is Mad as Hell

Brought to you by

Customer 2.0 is Mad as Hell

How to Participate

• Submit your questions in the GotoWebinar presentation window

• Follow along and share your thoughts on Twitter at #TCClive

Josiane Feigon, CEO of TeleSmart Communications

Author of Smart Selling on the Phone and Online

Email: [email protected]

Phone:415-543-6537

About Josiane Feigon

Voted Book of the year by AA-ISP

TeleSmart Communications All Rights Reserved 2011

mailto:[email protected]

tel:415-543-6537

Free Book Giveaway!


“I have read 100+ sales books in 20 years and yours was the most practical and useful I have ever read. I am buying a copy for all my reps. Bravo!”

Agenda for Webinar

– Yesterday’s Customer 1.0

– Customer 2.0 Has Arrived

– Care Instructions #1-14

7


Customers are Mad as Hell!

8


Yesterday’s Customer 1.0

• They were loyal, dependable, predictable and patient.

• They took the time to sort through lots of information and data

• They sat through long presentations, read through lengthy proposals and granted meetings and long lunches

• They answered their phones or returned messages

• They took risks on unknown companies with unknown products because they wanted to be the hero

• They requested follow-up and reminder sales calls to keep the sale moving along

• They rarely gave out their phone number or email address

9


The Customer 2.0 Has Arrived

10


Care Instructions- #1: They Travel Light

11


Care Instructions- #2: They Check Out Your Social Graph

78% of consumers trust peer recommendations

14% trust advertisements

http://www.tele-smart.com/blog/wp-content/uploads/2011/01/FACEBOOK-LIKE-BUTTON-large300.jpg

12


Care Instructions- #3: They Know More than You Do

13


Care Instructions- #4: They Prefer Their Own Purchase Channels

14


Care Instructions- #5: They are Influenced by Peers

15


Care Instructions- #6: They are Motivated by Fear

16


Care Instructions- #7: They Like to Self-Educate

• Webinars

• White papers

• Newsletters and Ezines

• Blogs

• Ebooks

• Slideshare

• Industry research

• Case studies

• Competitive benchmark

• YouTube video

• Podcast

• Testimonials - Success stories

9 out of 10 buyers say that when they are ready to buy, they will come looking for you

17


Care Instructions- #8: They Cancel Appointments

18


Care Instructions- #9: They Buy Based on Trigger Events

19


Care Instructions- #10: They Look for an Immediate ROI

20


Care Instructions- #11: They Expect You to Write Well

• Blog Comments

• LinkedIn Discussions and Q&A

• User Group Forums

• Tweet streams

• Scripts for YouTube video

• Texting Appointment Confirmations

• Testimonials - Success stories

21


Care Instructions- #12: The Expect You to Do Your Homework

22


Care Instructions- #13: They Mobilize with Smart Phones

23


Care Instructions- #14: They are Virtually Connected

24


Free Resources•ebook- Smart Selling on the Phone and Online•ebook - Smart Selling to the People with the Power to Buy•ebook - Smart Selling Tools for Inside Sales 2.0 •Newsletter- Monthly newsletters•White Papers- Trend Reports, In/Out Lists, Selecting an Inside Sales Vendor•YouTube- •Webinars/Roundtables- •Blog - Cubicle Chronicles •Linkedin - TeleSmart Selling Group

25


And the Winner Is…

Q&A: How to Participate

• Follow along and share your thoughts on Twitter at #TCClive

• Submit your questions in the GotoWebinar presentation window


•“The TeleSmart 10 methodology for inside sales is like Miller Heiman methodology for field sales.”

We understand the dynamics of selling in the small, mid-sized and enterprise markets.

We train all inside teams- lead dev, telesales, chat, inside sales or renewals.

We teach managers to identify skill gaps and coach for increased performance and drive revenues.

We work with both direct and indirect selling models and structures.

Global Fortune 500 clients such as VeriSign, Autodesk, Agilent, Cisco and Harte-Hanks have adopted the TeleSmart 10 methodology for their global inside sales organizations.

We are one of the pioneers in sponsoring the Sales 2.0 conference

We’ve been entrenched in the SaaS space for 20 years.

We work with globally disbursed inside sales teams - EMEA, Latin America, AsiaPac, Australia, or India.

We raise the bar in most Inside Sales Organizations, transforming and motivating the way teams sell over the phone and on-line.

We certify teams, managers and trainers on our telesales-centric training methodology; The TeleSmart 10 - Sales Booster Series.

Email: [email protected]:415-543-6537

Who is TeleSmart?

mailto:[email protected]

tel:415-543-6537

Thanks for Joining Us

• This webinar will be available on-demand at www.TheCustomerCollective.com . Stop by to learn more and share your comments.

• Connect with our panelists on The Customer Collective using the search function:

http://www.thecustomercollective.com/

Business

Customer 2.0 Is Mad as Hell