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Proactive Customer Experience: A High-Profit Strategy

With so much customer data and powerful technology at our fingertips, we have the opportunity to delight and dazzle customers like never before. But obsessing over the client experience isn’t just an exercise in integrity; it’s a proven strategy for revenue generation and business growth.

John Goodman, Vice Chairman of Customer Care Measurement and Consulting and author of Customer Experience 3.0 shows you:

  • How to be proactive about customer satisfaction with “Psychic Pizza”—that is, delivering the pizza just before the customer orders it.
  • How to set priorities and make decisions around the right customer data, which will drive more business.
  • The technology, staffing and process requirements for proactive customer experience.
  • How to demonstrate the ROI of customer experience, in a way that the CFO, the CMO, and the CEO will accept.
  • How to identify quick wins for measurable impact.
  • How to train yourself and your team for next-level business performance.

Customers expect more than ever before from business. It’s time to deliver on your company’s brand promise.

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Basics of Startup Financial Planning

What goes into a useful set of financial projections for a startup?

How do you go about building a set of projections that meet your needs and best position you for success?

In this free webinar, Tom Schryver, Visiting Lecturer of Management at Cornell University, provides an overview of financial modeling and planning principles for startups. This session includes:

• How different reviewers of these projections look at them, and what they look for
• A high level overview of how to construct a set of projections
• How to break down the components of financial projections into actionable blocks

Tom is an experienced entrepreneur, having served as a startup founder and senior executive of high-growth companies. He has successfully structured new companies and raised capital in the form of private venture capital and venture debt as well as grants and loans from local, state and federal agencies. He has managed accounting and compliance functions from initial startup through successful financial audits by national accounting firms, and helped guide company strategy, growth and development.

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HR Technology In the Era of Drones, Robots, and Infinite Data

Amazon.com delivery drones, robotic co-workers, Google’s self-driving cars… How will these new technologies impact workforce and HR functions over the next few years?

Recently, we’ve seen quick adoption of mobile technologies, real-time performance analytics, and automated recruitment/retention platforms that we couldn’t have predicted just a few years ago. So it’s safe to assume we’ll see even bigger advancements in HR tech in the months and years to come.

While it’s tough to predict exactly where we’re headed, failure to embrace new workplace technologies could leave not only you, but your entire organization underperforming and lagging behind your competitors. In this one-hour webinar, Steve Boese (HR Technology Conference Co-Chair, host of the The HR Happy Hour Podcast):

  • reviews and recommends technologies that simplify and automate HR workflows and functions.
  • highlights business technologies that are fundamentally changing the way people work.
  • provides info and resources to help you stay ahead of the curve and at the forefront of modern HR practice.

 

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Still Selling Like It’s 1999? Meet the Modern Buyer

Face it: Nobody wants to be sold to. 
Today’s modern buyer is mobile, digitally driven, and socially connected — able to make informed purchasing decisions without the influence of a salesperson. In fact, 57% of buying decisions are made before a salesperson is engaged. The modern buyer rarely buys anything without researching it thoroughly. 

Forget “selling.” The role of the modern seller is to educate and empower the buyer with information. Potential customers must trust you before they trust your brand. If you’ve helped them make the right buying decision, you’ll have a customer for life — better yet, a digital evangelist who will effectively do the selling for you. 

In this webinar, Jill shows you how to: 

  • Create and curate content that empowers and enables prospects.
  • Feed your sales pipeline with people who will contact you when they’re ready to buy.
  • Leverage social networks to your advantage.
  • Stop using LinkedIn as your online resume.

Jill Rowley is a social-selling advocate, a speaker, and a trainer. Companies like Eloqua, Salesforce.com, and Oracle have enlisted Jill to help transform their lead-management processes.

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The Influence Of Reputation Analytics On Hotel Revenue and Financial Performance

In his landmark study comparing Global Review IndexTM (GRI) scores with ADR, occupancy and RevPAR performance, Cornell’s Chris Anderson proved what intuition told every savvy revenue manager:

A hotel’s online reputation significantly impacts revenue potential.

Chris Anderson, Associate Professor at Cornell University’s School of Hotel Administration and RJ Friedlander, CEO of ReviewPro, show how hoteliers across all segments of the industry are leveraging online reputation analytics to improve guest satisfaction, revenue and financial performance.

This fast-paced webinar offers a first-time look at Chris’s most recent research project which explores the relationship between review scores and REIT stock performance. You won’t want to miss listening to Chris discuss the results of this study and the potential game-changing impact the Global Review IndexTM could have on identifying under-/over-valued investments.

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The Influence Of Reputation Analytics On Hotel Revenue and Financial Performance

In his landmark study comparing Global Review IndexTM (GRI) scores with ADR, occupancy and RevPAR performance, Cornell’s Chris Anderson proved what intuition told every savvy revenue manager:

A hotel’s online reputation significantly impacts revenue potential.

Join Chris Anderson, Associate Professor at Cornell University’s School of Hotel Administration and RJ Friedlander, CEO of ReviewPro, to learn how hoteliers across all segments of the industry are leveraging online reputation analytics to improve guest satisfaction, revenue and financial performance on 6/19/14 from 10:00 – 10:45AM EDT. If you are unable to attend, you can still register and receive a video and slide deck from the presentation via email.

This fast-paced session will offer a first-time look at Chris’s most recent research project which explores the relationship between review scores and REIT stock performance. You won’t want to miss listening to Chris discuss the results of this study and the potential game-changing impact the Global Review IndexTM could have on identifying under-/over-valued investments.

Chris Anderson is an associate professor at the Cornell School of Hotel Administration. His main research focus is on revenue management and service pricing. He actively works with industry, across numerous industry types, in the application and development of RM, having worked with a variety of hotels, airlines, rental car and tour companies as well as numerous consumer packaged goods and financial services firms. At the School of Hotel Administration, he teaches courses in revenue management and service operations management.

RJ Friedlander is the founder and CEO of ReviewPro. The company enables hoteliers and restaurateurs to increase guest satisfaction and grow revenue by proactively managing and improving their online reputation. The company’s suite of web-based tools, including the Revenue Optimizer, Advanced Guest Satisfaction Survey solution and Hotel Analysis Reports, provide the analysis, customer intelligence, competitive benchmarking and reporting needed to help hospitality professionals maximize their organization’s performance.

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The New Rules for Customer Engagement

Consumer behaviors have changed drastically in the last several years. You should know; you’re likely an online consumer yourself. So you know that reaching the modern buyer can be a daunting, seemingly impossible, proposition. But it doesn’t have to be that way.

Mathew Sweezey, Marketing Evangelist for Salesforce.com and author of Marketing Automation for Dummies, provides an overview of modern customer engagement and shows you how to execute on an engagement strategy that drives lasting results.

During this webinar, you’ll learn:

  • How the modern consumer makes buying decisions
  • Lead nurturing best practices to increase lead flow
  • Social media tactics and strategies that get results
  • How to value and get buy-in for your efforts

Mathew is the head of thought leadership for B2B marketing at Salesforce.com. A consummate writer, he authors a column for Clickz.com on marketing automation, has been featured in publications such as Marketing Automation Times, DemandGen Report, Marketing Sherpa, ZDNet, and is the author of Marketing Automation for Dummies. Mathew speaks more than 50 times per year around the world at events such as Conversion Conference, Dreamforce, SugarCon, and to companies including Microsoft, Investec, NetJets, and Restaurants.com, to name a few.

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Avoid Disaster With These 6 HR Must-Do’s for Social Media

In today’s hyper-competitive environment, organizations are striving to put in place social media strategies to help them attract and retain employees of all ages. No longer confined to twenty-somethings, an effective social media program is a “must have” for any organization who wishes to stay connected with its global employee base.

However, in their rush to adopt the latest and coolest program, organizations often fail to fully think through the best way to deal with social media’s double-edged sword of access and liability.

Steve Miranda is Managing Director of Cornell University’s Center for Advanced HR Studies. Prof. Miranda as he walks you through six “must do” social media initiatives aimed at mitigating your organization’s strategic, reputational and financial risk.

During this webinar, you’ll learn to:

  • Destroy your policies…before you reissue them
  • Get the troublemakers involved
  • Think inside the box
  • Not everyone gets to play short-stop
  • Be culturally inclusive versus exclusive
  • Avoid “channel fatigue”

UPDATE: Here’s the archived version of the May 14 webinar. You can check out the video and download Prof. Miranda’s slide deck here on Slideshare.

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Optimize Your Revenue with Online Travel Planning

Did you know that the average traveler visits over 20 websites before they make a booking?

How do top digital marketing initiatives like the website (desktop, mobile, tablet), paid search, email marketing, online media, social media and more play a role  in the Online Travel Planning Journey? What can we consider an ‘assist’ to a travel booking and how can hoteliers make that final ‘push’ to get the reservation?

Multichannel campaigns need to leverage initiatives that play a role throughout the entire online purchase funnel. It’s important not to put all your digital marketing eggs in one basket, and to understand how today’s hyper-interactive travel consumer switches channels constantly throughout the day.

Join Mariana Mechoso Safer, Senior Vice President of Marketing at HeBS Digital, and Shalini Jariwala, Strategic Partner Manager of Channel Sales at Google, while they take you through a typical traveler’s journey to their booking.

The webinar will also cover:

  • How to boost revenues in Q2 through multichannel marketing
  • Where and how different marketing channels reach the consumer
  • How many steps it takes a consumer to make a booking
  • The customer perspective (i.e. Mom planning travel, Planning a Family Reunion)
  • Ways to recover abandoned bookings
  • Case studies to support recommendations

 

 

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Why You Should Let Your Buyer Design Your Sales Process

“The buyer is in charge” is one of the most popular refrains in contemporary business sales and marketing today. Well it’s true; the Internet has changed buyer behavior forever. In the old days of business sales, the seller controlled the conversation. Now, the Internet has given the power back to the buyer. Marketing has undergone a radical transformation to change their approach to meet the new buyer’s expectations. It’s sales’ turn.

The reality is the buyer views their experience with a vendor as one of the most important factors in buying. When polled, buyers rate their experience with vendors higher than the expected answers of product and price. The sales leader’s imperative is to deliver the sales experience their buyers want and expect.

Join TOPO’s Chief Analyst Craig Rosenberg, AKA the Funnelholic, for a free webinar on Wednesday, 5/28/14, from 1:00 – 2:00PM EDT entitled Why You Should Let Your Buyer Design Your Sales Process.

In this webinar, we provide you with the blueprint and specific use case examples. You will learn:

  • Best practices for understanding your buyer
  • How the buyer affects your organizational design including people, process and technology
  • Specific examples of companies creating buyer-responsive processes

This discussion is tailored for CEOs, execs, VPs, upper-level management, and anyone involved in sales and overall business strategy.

UPDATE: Here is the link to the slide deck and video of the webinar.