Innovations in Social Media in Sales Performance and Productivity

Accelerating the Revenue Slope Uptake or Adding Motion to the Notion

By Thomas B. Cross – CEO TECHtionary.com

This is a brief presentation on:

1 – Challenges faced by enterprises of low performance/productivity it “slow uptake” in the sales/revenue cycle, and staff turnover and its often negative impact on customers.

2 – Communications challenges faced by training staff and executives.  In reality, this is any manager or any business.

3 – Solutions proven to:

– Increase the revenue “uptake” or performance level cycle,

– Reduce customer support costs,

– Increase customer satisfaction and

– Increase user service/product usability-acceptance.

Click here for the animated presentation.

Key Problems

First, the never-ending challenge faced by any manager is staff turnover and then the initial/retraining required for the new hires and others.  One key point is that just adding more sales staff does not by itself increase productivity.  In many situations, excessive churn in staff has proven to have a negative impact on customers.  However, for anyone in management, the ultimate challenge is to predict, manage to and grow revenues.  That’s easy to say.  Whether sales,  support or any other kind of training, the “uptake slope” or “ramp slope” (think of a ski slope in reverse) is both enigmatic and frustrating.  The “perfect day” of ramp slope is when revenues and productivity both ramp to 100% of forecast and beyond rapidly.  The “perfect worse case storm” of sales and productivity ramp is 0% and continues forever.  Somewhere in between these “perfect” situations is where staff, execs, managers and C-level’s live. The perpetual “hire-fire” cycle continues unabated unless solutions are found.   Figure 1 depicts the problem resulting from slow “uptake.”

Second, you will never know all the people involved in the sales decision process but you need to sell all of them.  Watch the animated tutorial to show that once the initial sales call or presentation, a decision-maker goes through a series of private evaluations which you are generally not aware of or involved with.  Here are some of the communications challenges faced by sales executives in closing an enterprise or any sales with more than one decision-maker.  In reality, this is any sale.  Some of the steps might include: decision-maker & CIO talk with others including finance, operations, etc.  Then a review by consultants and procurement, then joint meetings with staff, consultants and legal to review and then final review by decision-maker, CIO and consultants.  There may certainly be more steps depending on the project.  One solution is an online animated/video presentation which can be shared easily, quickly with greater quality, consistently and more accurately.  The documented benefits are, among others, 1) getting everyone on the “same page” is proven to reduce the sales cycle by “two weeks” and 2) these tutorials can also significantly increase your sales close rate.

Third, you will never know how much users really know but you need to train all of them to make sure they are all at the same level.  However, it’s not just new-hires but staff at all levels who need training and re-training.  In reality, this is any training program.  That is, there is a lot of training required by all the players and you don’t know who they are.  It begins, however, with an initial assessment of each user.  Next, the user and their manager talk or meet to see what training is required now and in the future.  This may also involve other departments such as finance, operations, etc.  In today’s outsourced environment, you may also need to train consultants and channel partners.  This may likely require additional meetings and delays with staff, consultants and legal.  Then a final meeting or review by decision-maker, CIO and consultants.  Finally, a closing call or meeting with decision-maker for a decision.  In one recent training project, the legal department delayed the training for more than sixty days reviewing the SOW-statement of work.  The remainder of this will focus on potential solutions to this problem.

Potential Solutions

One viable solution is with video and online animated multi-media presentations which can be shared easily, quickly with greater quality, consistently and more accurately.  The documented benefits of animated/video presentations are, among others, 1) getting everyone on the “same page” faster has been proven to reduce the “uptake cycle” by two weeks and 2) these tutorials can also significantly increase productivity or uptake rate, reduce support call times and reduce user errors.

In evaluating animated/video tutorials, numerous C-level sales consultants, have noted its three immediate benefits.

First, when TECHtionary’s tutorials are presented on complex concepts such as telecommunications, internet, integrated access, outlook integration, VoIP/SIP, and many other complex systems training presented in an easy-to-understand format.  In a number of tests, a number of consultants noted that a “pictionary” presentation increasing knowledge and productivity and significant reduces user errors.

 Click here for the animated presentation.

In Figure 2 demonstrates the benefits of video and animated tutorials on uptake and reduced errors.

Click here for the animated presentation.

Second, support centers often receive large bursts of support calls, forcing many callers to give up their efforts to obtain explanations for their queries because call center agents are “under-trained.” That is, agents have not reached a level of knowledge to be effective and efficient and then calls are escalated further frustrating the caller as they have to explain their problem over and over again.  One TECHtionary.com customer commented that “installation animations on Microsoft telephony products saved a substantial amount of time because support calls don’t come in one-at-a-time, there are often blasts of calls.”  In addition, calls don’t come in just from people with computers; they come in from many places where laptops are not ideal and where multi-media tutorials for portable/mobile/pad devices are highly desirable.

Next, customer support costs can “break-the-bank.”  It isn’t the first or second phone call that causes support costs to skyrocket.  In addition, with high customer staff turnover and new-hires, often two people call in about the same problem, one consultant added.  TECHtionary.com animations provide a pictorial approach that greatly reduces the number and length of such phone calls, thus saving thousands of dollars while at the same time providing cost-efficiency and insuring increased customer satisfaction.  That is, animated user training for internal user can be extended to external users to allowing them to “self-help” themselves.  This has also proven to reduce “communications errors” resulting from “misunderstood” verbal communications.

Third, when it comes to client satisfaction, customers seek a relationship with a vendor who will respond during the after-sale period. They want to be sure that new features can be added or changed as new services emerge.  Videos and animations easily meet these and other business challenges.  A user who is convinced by such new video and animation tools for use in training is Cindy Johnson, Director of Technology, Lee County Schools, Sanford, North Carolina.  “These tutorials virtually eliminate users’ training problems.  They reduce the hours of classroom time and problems with scheduling. They simplify how and when to provide classes for those who missed a training session.”

Click here for the animated presentation.

Recommendations

First, aside from quality HR screening in the hiring function, we think that effective, focused and timely training of both internal staff and channel partners can have the most significant positive impact on revenues.  With regard to technology sales and management skills, technical skills tests such as CompTIA IT For Sales Certification, CTM-Communications Technology Manager, VoIP Business Executive and SIP Technology Executive courses are designed to “weed out the meek.”  Translated, this means that IF the user, sales exec or channel partner does not complete these courses successfully, they are not authorized to sell – end of story.

In other words, if you don’t pass the drivers license exam, you don’t get to drive.  If you don’t pass the pilots exam, you don’t get to fly.  So why let anyone sell who don’t have the right answers and are not even aware of what they don’t know, or be allowed to talk to or present to customers.   They are wasting thousands of dollars of time and risking possible good client relationships when they don’t know what the need to know and fall into that category so aptly referred to as “loose cannons”.  Doug Green, Editor and Publisher of Telecom Reseller News, the leading channel partner as well as enterprise publication said it best, “you can’t sell what you don’t know.”  So don’t waste any money or worse, irreplaceable time, on people who don’t know or what they clearly should know.    In addition, “users can use what they don’t know.”  This means if they don’t understand how to use an application or system, they will call, often overload, the helpdesk.

Next, create and build video and animated tools to educate and inform customers directly instead of waiting for internal execs and channel partners to help educate the client for you.  In other words, build tools that customers can “sell themselves” on your products.  The days of traditional selling are over and there is a critical need to build compelling exciting tools that don’t rely on the “hand waving” and “charm school” of the sales person.  We know this works.  “We have built animated selling tutorials for channel partners” that according to Mark Sharp, CEO of Vimenture “reduced the sales cycle by two weeks.”  These same tools can also increase the sales close rate percentage by a significant amount.  Using TECHtionary tutorials, “you have just illustrated one of the more obvious problems no one ever wants to address” noted Peter Meyer Executive Sales Advisor.  He added, “There is an eternal gap between the hiring, training and firing.  This repeats again and again forever.  The key is determined and continuous training of the existing sales staff to continue on the upward revenue trend with, with new tools as those like TECHtionary has produced.”   This means you can sell more and sell it faster.  The bottom-line for this program is – wasting money is one thing but to waste time is another.

Summary of Findings

During this brief presentation we discussed 1) hire-fire cycle, 2) communications challenges faced in all sales efforts and 3) potential solutions provided by video and animated tutorials.

To summarize, animated-video tutorials are able to:

1) Reduce the impact of sales churn resulting from bad hire, slow-uptake turnover or hire-fire cycle for staff or channel partners.

2) Reduce the training cycle for all (customers, channel partners, staff) by improving “visualization” of product/service being provided.

3) Improve accuracy of presentation for all players in sales cycle such as manufacturer, channel partner(s), agents, customer and internal decision-makers.

4) Reduce customer confusion regarding customer support and provide training tutorials for use anywhere.

5) Increase user retention on product/service training.

Bottom-line results – faster “uptake,” fewer user errors, lower support costs and increase in immediate customer benefits as well as long-term customer satisfaction.

Here are some ideas of when and type of social media and marketing to use during each of the three phases of the customer cycle:

If you need professional assistance, we can help – email cross@gocross.com

Smartphones, pads, pods, tablets, PDAs, laptops and other mobile devices are all supposed to make life easier. After all, you can do just about anything and go just about anywhere without missing an important email, phone call or text message. But when technological multitasking becomes a consistent part of your day it can serve to distract you from important tasks, rather than help you complete them.
According to the ABC News Online science section, this phenomenon is growing so rapidly that it even has its own name: frazzing. “Frantic multitasking” is the meaning behind the word “frazzing” and there’s nothing efficient or stress-free about it. If you’ve fallen into the trap of regular frazzing, you’re likely to experience these issues:

• Time-Wasting Interruptions. Professor Gloria Mark of University of California, Irvine, studied a group of office workers over a 13-month period and found that technological multitasking led to work interruptions every 10 ½ minutes. To make matters worse, it took the average worker more than 23 minutes to get back to their task after being interrupted.
• “Where Was I?” Syndrome. Not only do frequent interruptions stop work flow, they also cause people to lose their focus. After stopping for emails, text messages or phone calls, many people find themselves wondering out loud, “Now, where was I?” Consulting firm Basex states that these kinds of interruptions can cause workers in some industries to lose over two hours of productivity per day, while costing up to $588 billion each year.
• Overloaded & Overwhelmed. When you get down to it, frazzing leaves a person feeling frazzled. There are those who feel they cannot meet their productivity requirements without it, but the expenditure of energy and adrenalin can leave you feeling overloaded, overwhelmed, and physically and mentally fatigued.

Setting boundaries is an important part of dealing with the stressful impact of multitasking. It might not be realistic to eliminate certain technologies from your life, but it is wise to limit, consolidate and organize your usage of them so they can truly help you, rather than cause undue stress. Use these tips to help you convert frazzing back into efficiency:

• Schedule Tech Checks. Since you’re able to see if most new messages or emails are urgent without opening them, there’s no reason to stop what you’re doing each time one arrives. Set specific blocks of time aside to catch up on email or respond to text messages to eliminate unnecessary interruptions.
• Create Boundaries & Communicate Them. The boundaries you set are only as good as your communication of them. Let your coworkers or family members know you can only respond to emails and text messages during specific times. Stick to your own boundaries so others can follow your lead.
• Use Silence Mode & the “Stop” – “Off” Button. No matter how resolved you are to reduce the stress of multitasking, a buzzing smartphone or “You’ve got mail!” sounding off every few minutes is going to distract you. Make it easier on yourself by turning your devices off or putting them in silent mode.

Smart use of technology can make your life easier and your workday more productive. Remain in control of your usage to prevent multitasking from controlling you. Keep it simple and balanced—technology is helpful and important, but it’s not everything.

Here’s a cool concept to reduce office interruptions. Click on image for details.

In this day and age, a business that wants to experience growth and success would be remiss to not include social media in their marketing campaign. Social media marketing is all about creating and sustaining buzz. Part of its success revolves around the use of various types of social media to reach a larger and more diverse audience. While most businesses now consider Twitter a critical part of any social media marketing strategy, many businesses don’t consider texting or SMS-short message (140 or 160 character) service to be a viable part of a comprehensive marketing campaign.  If short message content like today’s special is, I am at the this location or text 090909 to signup, in your mindset, you may be missing out on more sales, referrals from loyal customers and a regular increase in business growth that can be achieved by adding text marketing into the mix.

According to the New York Times, text marketing was used repeatedly during Barack Obama’s presidential campaign in 2008. Approximately 2.9 million people registered to receive breaking news on who Obama’s running mate would be before anyone else found out. Although news leaked out and CNN aired the news first, the technique proved to be one that could effectively engage a large number of people not reached through other methods. For example, Google has incorporated SMS as part of it search and other mobility features. Within one year, text marketing had caught the attention of businesses around the world. Even sports teams started using text marketing to increase ticket sales. Not surprising, Beijing Residents Sent One Billion Text Messages in a Single Day  and there was close to 15 trillion text messages sent in 2011 and probably 20 this year.  If you’re considering added texting to your social media marketing plan, it’s important to know (and follow) these important rules:

• Do It Legally. Believe it or not, there are those who employ firms or contractors to hack into texting infrastructure to access and contact millions of consumers via text. This kind of bottom-feeding activity isn’t legal and is likely to turn people off while getting you in trouble. Check out Ez Texting for a list of case studies to see how others have been successful.  A better option for reaching an audience most likely to respond to your efforts is to use a web-based service such as 8Coupons or iPhones MobiQpons to automatically locate consumers within the area of your business so you can send your coupons or texts to them.
• Make Texting Part of Your Campaign, Not the Only Campaign.Chicago’s Shedd Aquarium used a combination of billboards, in-store signs, commercials with their phone number and commercials with a text code for people to use to enter a contest. The advertisement with text code resulted in a number of responses that was greater than the other methods combined. But, all of these methods together resulted in a greater response, which ended up turning into more ticket sales and patronage. A three-prong approach is always wise when it comes to marketing. Use at least three marketing methods together to reach more potential customers.  The old rule of “three times from three sources” is still valid as a marketing algorithm rule-of-thumb.
• Have a “Giving” Mindset. When it comes to attracting new customers a giving mindset is one of your best assets. Offer something your customers need or want, or ask their opinion on something. Special discounts or free add-ons for customers who text in regularly will engage your customer base and keep you in the forefront of their minds.
• It’s All About Relationship Building.Text marketing is not about sending out the occasional text. Although overkill isn’t good either, text marketing should be used to build a relationship with your customers. Offer deals and specials for text customers only. When Armani in New York offered special promotions for exclusively for their text marketing clientele, they reached record sales figures and consistently had lines forming outside the door.
• Don’t Cross Any Lines. Too much of a good thing can quickly turn sour. Don’t text more than once a week (unless users signup for alerts more often or emergency updates) and provide valuable, useful content each time you text. Avoid text slang, such as “4 U” instead of “for you” and opt for verbiage that your customers can take seriously.
• Incorporate Search & Social.  Text marketing is just another form of marketing that can consume resources and budget.

Understand you demographic, SMS is almost an exclusive means of communication for certain age groups.  Probably initially driven to this behavior because of expensive cell minute charges is now unlimited feature in most cell plans.  It is for many teenagers the preferred way to banter back and forth messages, texting.  Sexting is sending potential nude/naked/sex and other explicit pictures via SMS and of course is not an effective mode of business communication. However, what you can learn is to use pictures, illustrations and other visual images when appropriate to explain your product or service.  Follow the rules and laws where applicable to incorporate text marketing into your social media marketing campaign in a way that draws more customers and increases sales, instead of turning people off. When used right, text marketing has the power to help you create and sustain a buzz that brings your business to the next level.

Last but not least, may we suggest you add in to your text messages “don’t text while driving.”  Most states and localities are adding laws to make texting while driving illegal and it is just a terrible practice which causes so many accidents and unnecessary deaths.  As you would never-ever want to be the cause of harm to another person as a result of your text message.