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Customer Experience - beBee

Customer Experience

+ 100 buzzes
In this hive you can read and share articles about customer experience and how to raise the quality of it in your company.
Buzzes
  1. ProducerIvan Zrinscak

    Ivan Zrinscak

    25/01/2017
    True North or Why nobody likes Kanye West
    True North or Why nobody likes Kanye WestHere we are again. Solutioneering (attempting to solve a problem without understanding it) in a very long meeting when someone says "the solution is in process improvement. We need to get consultants to help us to improve this process and then we...
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  2. ProducerPaul Kearley 🐝
    The One Thing Customer Service People Miss Most Often... and Why It's Losing Them Business
    The One Thing Customer Service People Miss Most Often... and Why It's Losing Them BusinessIf you do more than you are paid to do, eventually you will be paid more for what you do! “Excuse me”, I said, “I am working on a project to bring in a speaker sometime this summer. I don’t have any dates yet, I’m just scouting out...
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    Comments

    Paul Kearley 🐝
    23/01/2017 #2 Paul Kearley 🐝
    Thanks @Mohammed Sultan I couldn't agree more!
    Mohammed Sultan
    23/01/2017 #1 Mohammed Sultan
    Any service provider should thrive to provide the two things that are mostly required by today's customers-Value through quality ,convenience,and smart service that's totally based on the value of the intelligence.Any company is pouring money down the drain if they use price to force a change of habit.First build a reputation of both value and smart service in customers mind and you would feel that the reward of this fund will drive future benefits.
  3. CRM ASIA

    CRM ASIA

    23/01/2017
    Join CRM ASIA - India's Most Influential Professional Certification Training Courses. Visit for more details: http://bit.ly/2jSaX8G CRM ASIA
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  4. ProducerToby Reed

    Toby Reed

    19/01/2017
    Firing Your Customer?: 2 Customer Relationships Sales Should Ditch And Why The Customer Isn't The Problem
    Firing Your Customer?: 2 Customer Relationships Sales Should Ditch And Why The Customer Isn't The ProblemI find myself constantly having the same conversation with my team members, colleagues, and friends. The topic is relationships. The question is: “How do you know when to end a relationship?” For the purposes of this post I am going to focus on the...
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  5. George Touryliov
    In this article, you’ll discover how to use Snapchat features to provide helpful and engaging customer support.
    George Touryliov
    How to Use Snapchat for Customer Support : Social Media Examiner
    www.socialmediaexaminer.com Do you want to expand your customer service channels to Snapchat? Discover how to use Snapchat features to provide helpful and engaging customer...
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  6. George Touryliov
    Service providers still have the opportunity to compete and earn loyal customers by embracing technology. Tune into this interactive to explore what consumers are looking for and how CSPs can deliver on it. http://sforce.co/2k4Q8rj George Touryliov
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  7. George Touryliov
    It’s clear that the banks who are listening to their customers and are in turn aiming to create a more joined up, seamless customer experience are becoming leaders in the industry - and younger customers are leading the way to their doors, faster than ever before.
    George Touryliov
    Insights into the Changing Needs of Today's Retail Banking Customers
    www.salesforce.com New Connected Retail Banking Report highlights three areas of interest for companies that are looking to stay ahead in the Age of the...
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  8. ProducerKatrina Chua

    Katrina Chua

    11/01/2017
    Keeping Sales Leads Through Stellar Customer Experience
    Keeping Sales Leads Through Stellar Customer ExperienceGenerating qualified sales leads is hard work – there is no doubt about it. So it is only natural that you would want to find ways to keep the ones you have. Plus, it is much more cost-effective to retain customers than to attract new ones.But how...
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    Comments

    David B. Grinberg
    11/01/2017 #1 David B. Grinberg
    Katrina, I would gladly engage with your blog post, however, I followed you previously and you don't follow back. Why not?
  9. ProducerAlexa Steele

    Alexa Steele

    09/08/2016
    The trouble with jargon
    The trouble with jargonWhy your customers don't understand a word you're saying - and how to fix it You may laugh, but for over half my life I'd never heard a dog go bow wow.Oh, I grew up around dogs. A beautiful golden retriever, a purebred labrador, and a scattering of...
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    Comments

    Nick Mlatchkov
    11/08/2016 #15 Anonymous
    In the old days when dogs were not taken care of in flats they're kept mostly as guardians of the family home. Then they used to bark 'bow wow'!
    Alexa Steele
    11/08/2016 #14 Alexa Steele
    #13 Mess? What mess ;-)

    You might enjoy some of the articles I've written, particularly the one where I took a look at health systems overseas: http://www.thewebsitewordsmith.com/personal-branding-executive-ghostwriting.html
    Brian McKenzie
    11/08/2016 #13 Brian McKenzie
    @Alexa Steele boot strapping as we build....and clearly my brand of snark is not for main stream consumption. Thanks for your interest - as we expand across Europe our big need will be localization in those languages and markets. We are not a US entity ~ and as the PPACA is a mess - we really don't want to be one either.
    Alexa Steele
    10/08/2016 #12 Alexa Steele
    #10 lol, but according to Merriam Webster: "circumlocution derives from the Latin circum-, meaning 'around,' and locutio, meaning 'speech' - so it literally means 'roundabout speech.' "
    Alexa Steele
    10/08/2016 #11 Alexa Steele
    #8 What a fun way for kids to learn their lessons, @Brian McKenzie! I figured out the dog in this story was part coon hound, that's where he got his distinctive voice. Glad you liked the article. I also enjoy writing about your sector - healthcare - if you ever happen to need a wordsmith :)
    Nick Mlatchkov
    10/08/2016 #10 Anonymous
    'Circumlocution' sounds to me as electrocution, lol
    Brian McKenzie
    10/08/2016 #8 Brian McKenzie
    I grew up on a farm, I can imitate every animal we had - surprising well. The little kids that I teach english to, that is their favorite thing. The will learn the english word for the animal quickly just to get me to act it out. Russian dogs have 6 distinct 'barks' and none of them are bow or wow. Fun article - the military loves their acronyms - if you ever want to get an audience to glaze over, get a couple of grunts to talk about their new doo-dad or last ho-haa.
    Alexa Steele
    09/08/2016 #7 Alexa Steele
    #6 I'm so glad you liked it, Lori. Thanks for the vocabulary word! One comment on another post someone mentioned companies using the phrase "ABC company and ourselves . . ." I felt just a little sick to my stomach at that one!
    Lori Boxer
    09/08/2016 #6 Lori Boxer
    What a fun read, and so spot-on. I often wonder why too many businesses speak 'over' their intended clients; I see it all the time. Are they trying to impress with their vocabulary? I skip right over that shit; to me, it's a junk read or junk mail. I remember reading in the, I believe it was, PR Daily, about 4 or 5 years ago an article on this very subject and I learned a new word from that article: Circumlocution: the use of many words when one will do. For example, writing “at this point in time” when simply “now” will work! Corporate writing in marketing materials and other documents too often will read "due to the fact that" when "because" will do; or, "in the event that" instead of "if"; "as a means of" instead of "to"; "at this point in time" instead of "now" . . . geez, I could go on, but you get the point. When I see this kind of gobbledee-gook writing, it makes my hair hurt.
    Alexa Steele
    09/08/2016 #4 Alexa Steele
    #1 Thank you, @Kevin Pashuk. I'm glad you enjoyed it.
    Alexa Steele
    09/08/2016 #3 Alexa Steele
    #2 @joel anderson Wow, that is a Dad Joke if I ever heard one :)
    Joel Anderson
    09/08/2016 #2 Joel Anderson
    Kind of reminds me of a joke my dad told me when I was a kid. Him: " I think the dog is sick." Me: "How do you know that dad?" Him: "Cause he went barf barf." On a serious note thanks for some great insights using words to gain clarity and focus.
    Kevin Pashuk
    09/08/2016 #1 Kevin Pashuk
    An interesting observation and well applied to customer service @Alexa Steele
  10. ProducerJacob Molz

    Jacob Molz

    10/01/2017
    How to Proactively Manage Guest Requests [Infographic]
    How to Proactively Manage Guest Requests [Infographic]Your property hosts a lot of guests.You want to take good care of them. But, too many calls are getting in your way.Incident calls are in the system, and those always take priority. It’s easy for a wheelchair request to slip through the...
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  11. Gabriel Gheorghiu
    Grocery Stores Aren't Meeting Millennials' Needs
    Gabriel Gheorghiu
    Grocery Stores Aren't Meeting Millennials' Needs
    flip.it Leaders need to act fast to stop revenue declines from millennial...
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  12. ProducerLorraine Brown

    Lorraine Brown

    05/01/2017
    Gearing up for post-holiday customer service
    Gearing up for post-holiday customer serviceYou’ve already spent months preparing for the holidays by advertising to your current and possibly new customers to try and sell your products. You’ve done everything you can to convince customers that you have the perfect gift for their friends or...
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  13. ProducerLianne Rhymes

    Lianne Rhymes

    05/01/2017
    Online and Self Service: The New Customer Experience
    Online and Self Service: The New Customer ExperienceAnyone who has been to the store over this holiday season may have noticed store traffic has been decreasing drastically. It was especially apparent to me on Black Friday as I walked around the stores and realized people just don’t like to go to the...
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    Comments

    Michael Bellina
    06/01/2017 #2 Michael Bellina
    Great post! One other thing to consider is that if you shop online, you can price compare. It's not something that is easy to do when you have to get in a car, drive several miles to a comparable store. A more online solution that you can easily move offline is have the ability to price match in store. Many big box stores already do it but if you can keep a customer from having to leave your store to save some money, why wouldn't you do that?

    Clothing items might be an exception but you can circumvent that by finding like styles in your store. Basically, a personal shopper. It can enhance customer experience and perhaps lead to more customer loyalty.
    Emily🐝 Bee
    05/01/2017 #1 Emily🐝 Bee
    Very interesting topic that discusses a major advancement in today's retail industry. Not so great for people with retail jobs. Also, online security of personal information & credit cards is for consideration, although fraud can happen in a store too. Great honey!
  14. ProducerIan Haines

    Ian Haines

    03/01/2017
    The Future of Customer Care is Multilingual & Socially-enabled
    The Future of Customer Care is Multilingual & Socially-enabledThe business world is not immune to the force of globalisation and new trends pave the way for new opportunities. Technology has made our lives easier and its seemingly endless capacity makes it possible for people and organisations to connect...
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    Comments

    Dorothy Cooper
    03/01/2017 #2 Dorothy Cooper
    I urge people to recognize this is a reality! I think being multilingual needs to be mandated, especially with so many populist agendas.
    Javier 🐝 beBee
    03/01/2017 #1 Javier 🐝 beBee
    @Ian Haines welcome to beBee !
  15. George Touryliov
    As you’re checking off your list of holiday presents this week don’t forget someone important — your customer. Technology-enabled customers have high expectations. Here are five experiences your customers are looking for...
    George Touryliov
    5 Experiences Your Connected Customers Want for the Holidays
    www.business2community.com As you’re checking off your list of holiday presents this week don’t forget someone important — your customer. Technology-enabled customers have high expectations. They are accustomed to...
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  16. Juan Imaz

    Juan Imaz

    24/12/2016
    Juan Imaz
    How to Get Customers Raving About Your Brand
    www.entrepreneur.com The most successful brands have good products and great...
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    Comments

    Carla Monte de oca
    27/12/2016 #2 Carla Monte de oca
    Helloo people🤗
    Mohammed Sultan
    24/12/2016 #1 Mohammed Sultan
    Dear@ Juan Imaz,thank you for sharing an insightful article.When companies thrive to offer brands that can change consumers mind,then,their thrive will worth the thrife. Brand value is not in the modification or improvement you do with the product ,but in how you are able to instill its feeling in customers mind and heart,and also are able to change their day-to-day routines and established habits.Companies that excel in offering value and service and are able to upset consumers routine in a short period of time understand that changing consumers mind and heart is more than extending the recipes of classic books and magazines or it's a transaction of activities,but it requires a long development process before consumers accept it.Find the right customers whose loyalty can be developed and,then,set up your brand strategy accordingly.The emotional side of your strategy is what matters when you try to communicate the brand feeling,not the numbers.
  17. George Touryliov
    Do you use your CRM to enhance Customer Experience?
    George Touryliov
    A Practical Guide to CRM as a Customer Experience Platform
    www.business2community.com For the last few decades, we’ve witnessed how Customer Relationship Management (CRM) struggled to evolve into Customer Experience Management (CXM), though there were more idle talks than actual...
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  18. George Touryliov
    Wishing you a Happy Customer Service Holiday – 365 days a year!
    George Touryliov
    Year Round Holiday Season Customer Service
    www.business2community.com The holiday season is almost over. Christmas and Chanukah overlap and are just a few days away. Kwanzaa starts the day after Christmas. And, for those who enjoy Seinfeld humor, Festivus, the...
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  19. ProducerIvan Zrinscak

    Ivan Zrinscak

    21/12/2016
    Episode: MAYBE THERE IS A HOPE
    Episode: MAYBE THERE IS A HOPEIt’s a dark time for good customer service. Although many organisations now claim to be “customer-centric”, their stormtroopers of customer-service orders are driving their customers sanity into the darkest corners of the galaxy.Evading common...
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    Comments

    Devesh Bhatt
    23/12/2016 #3 Devesh Bhatt
    #2 actually it would be interesting to know,, after what threshold do consumers merely become numbers achieved and numbees addressed :)
    Ivan Zrinscak
    23/12/2016 #2 Ivan Zrinscak
    #1 I personally believe that big guys are simply not aware any more what customers using their services have to go through. Possibly because they "optimise" around wrong people and inside out vs outside in?
    Devesh Bhatt
    21/12/2016 #1 Devesh Bhatt
    Spend some.money on employee to consumer ratio and dont fear personnel at doorstep maybe future competition tomorrow,
    They simply dont have the resources, they win because of better experience...why cant the big guys give good experience? Margins?
  20. ProducerPhillips Campbell
    8 WAYS CRM EMPOWERS SALES PROFESSIONALS
    8 WAYS CRM EMPOWERS SALES PROFESSIONALSCRM software is often referred to as a “Sales Force Automation System” as the software is fortified with multiple features: centralized knowledgebase, activity management, workflows, pre-defined automated responses and processes which augment sales...
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    Comments

    Devesh Bhatt
    19/12/2016 #2 Devesh Bhatt
    #1 deconstruct and simplify in terms of deliverables and interlinkages, very much possible.
    TC West
    19/12/2016 #1 TC West
    It has become so technical and so exacting how does one compete in that environment?
  21. George Touryliov
    Connected customer experiences depend on a connected workforce – service agents, dispatchers and field technicians all working with a single view of the customer, supported by intelligent, automated systems.
    George Touryliov
    Create a Connected Customer Experience with Field Service
    www.salesforce.com Brilliant field service is all about connected customer experiences. Sadly, such connected field services are far from the nom today. But not for...
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  22. ProducerAli Anani

    Ali Anani

    15/12/2016
    When not to ask why?
    When not to ask why?A comment by Mohammed Sultan on my previous buzz read in part the following " A customer may attack you by saying if you really cared about customer service you won't DO that Instead of beginning your replies with Why do you think that? The...
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    Comments

    Ali Anani
    18/12/2016 #74 Ali Anani
    #73 The bell tolls with the what and when questions
    Pamela 🐝 Williams
    17/12/2016 #73 Pamela 🐝 Williams
    Chime in Bees; When & What questions are appropriate when dealing with customers? (both internal and external to the company)
    Ali Anani
    17/12/2016 #72 Ali Anani
    #71 This is an extremely enlightening comment dear @Pamela 🐝 Williams. It is not only when to keep our mouths shut, but also when to keep the "question faucet" closed. I do thank you genuinely for contributing this great comment my friend.
    Pamela 🐝 Williams
    17/12/2016 #71 Pamela 🐝 Williams
    #70 Thank you Ali. I'm one of those people who asks internal question of myself a lot, maybe too much :-) As for response generation; the key I have found to getting the response you want; CARE! Believe me, just a friendly voice doesn't always work. I tried to dampen an angry customer once by keeping it light-hearted and he literally exploded with anger. He didn't want light, he wanted serious giving a damn about his problem. Gauging your customer's state of mind at the start by NOT asking questions at all is the best option. Simply say: Hello, tell me what led you to call and lets see how we can address the issues. I never use the word "problem" as I find it can incite a confrontation as well. It's like saying "What's your problem" and by this you're saying They are the problem.
    Ali Anani
    17/12/2016 #70 Ali Anani
    #68 I am really amazed by the quality of your comment @Pamela 🐝 Williams. The ordering of questions is a new idea as you are the first one to point out to this possibility. I like the sequence of the questions you suggested.
    Yes, not all why questions are bad especially if ill-timed.
    The quality of why questions is governed by the response they produce. If the response is creating feeling of self-blame is totally different from exposing the inner of characters as you you did very well in your fictions. It is easy to ask; the question is what kind of responses your questions generate?
    Ali Anani
    17/12/2016 #69 Ali Anani
    Sorry for the typo dear @Sara Jacobovici as I typed Sara with a missing a. My keyboard simply skips sometimes some letters.
    Pamela 🐝 Williams
    17/12/2016 #68 Pamela 🐝 Williams
    First; whenever I encountered a disgruntled customer my first question always: How can I help? Then; What exactly is the issue? and only then did we begin exploring the Whys. I was a project manager in a sign company and my customers depended on visibility for walk-in traffic (40 to 50% of their business). By asking all the How questions: How can I help, how can we make this work, how do your walk-ins 'see' your establishment (hotels, restaurants, retail stores). By exploring all the Hows, we could plan the Whats and then evaluate with the Whys. We were usually fighting the local government and having the answers ahead of time was excellent ammunition for overcoming restrictive regulation.
    However! of course there are one of those. If you read my fictional series then you know it was based on asking the question Why? It started at the End of the story and the point was to ask Why the characters were acting the way they were. Everyone assumed the worst of one character only to discover that learning the Whys of the situation, the history, they were able to develop some compassion and understanding. Asking yourself Why may actually douse your own anger and frustration through the development of understanding.
    Ali Anani
    17/12/2016 #67 Ali Anani
    I am truly privileged that dear @Sara Jacobovici responded to this buzz with a well-thought buzz titled "The Shadow of Why":
    https://www.bebee.com/producer/@sara-jacobovici/the-shadow-of-why

    I invite readers of this buzz to read Sra's buzz as well to have a new perspective on the why question.
    Ali Anani
    17/12/2016 #66 Ali Anani
    #64 This is precisely my previous comment to @Emilia M. Ludovino. Thank you @Mohammed Sultan for highlighting this issue
    Ali Anani
    17/12/2016 #65 Ali Anani
    #63 You encourage me to rethink the proper timing of asking the what- why- how questions @Emilia M. Ludovino
    Mohammed Sultan
    16/12/2016 #64 Mohammed Sultan
    #42 Hello@Edward Lewellen. Dissatisfaction about customer service is a general issue that may need,before asking the question why, to define which aspect of the service the customer is not happy with .To avoid misunderstanding that may trigger his anger you often need to approach the questioning process gradually from more general to more specific before asking why.A customer may have to be taken through a series of questions that relate to a particular issue (ie.product quality,convenience,prices'distribution ....etc.) before being asked why about the issue itself. Faulty memory is also a problem with many dissatisfied customers and that makes them unable to articulate which component of the services offered they can recall .So , before asking why we have to ask the other 5 W's to ascertain his memory of the problem and to blur the distinction between usual and recent behavior.
    Emilia M. Ludovino
    16/12/2016 #63 Emilia M. Ludovino
    #62 Yes, I use the WHAT as well, but only in a final stage - when "reprograming the brain" because, as you said it, it's a forward-looking question. I word in three stages: 1st - awareness of the default mindset; 2nd - "delete" the default mindset when totally broken and then - 3rd stage - reprograming the brain and body with the new chosen mindset. WHAT comes on the 3rd stage.
    Ali Anani
    16/12/2016 #62 Ali Anani
    #61 I am very happy to read your comment @Emilia M. Ludovino and its balanced tone. It is interesting indeed to combine the why and how.
    I have just commented on a post on LI highlighting questions great leaders ask. It surprised me that all questions started with what. I find what is a foreward looking one. Do you use what as well?
    Emilia M. Ludovino
    16/12/2016 #61 Emilia M. Ludovino
    #57 Dear @Ali Anani - thank you for bringing me to this interesting discussion. Though before start to write my comment I went through the thread of comments. I'm glad I did it as my reply would be in the same line of thought as the comment of @Sara Jacobovici and @Edward Lewellen. As therapists, we know that we need to use the WHY question with careful and paired with the HOW question and with a caring loving-kind way and tone to elicit a positive state, change, and breakthrough.
    Joris Plaatstaal
    16/12/2016 #60 Joris Plaatstaal
    #59 Thank you for the step forward.

    I do like your opinion.
    Harvey Lloyd
    16/12/2016 #59 Harvey Lloyd
    #53 "You can always ask why. Just don't be afraid of the answer." Great response. If we ask why, we will receive an answer. As you stated, maybe not the one we expected.

    I think you grasp the concept well. I can do about anything, i just need to insure i am willing to endure the consequences.

    Taking responsibility for your own actions.
    Joris Plaatstaal
    16/12/2016 #58 Joris Plaatstaal
    But I have nothing more to comment @Ali Anani.

    I tried to explain how I see life. It is how I see it. Not complex. Simple. I have nothing more to explain.
    Ali Anani
    16/12/2016 #57 Ali Anani
    #54 Your simple, but profound comments are easy to understand, but to absorb fully needs pondering on @Harvey Lloyd. I love your clarity in voicing out your opinion "I can not ask other why only myself". I wish really if both @Emilia M. Ludovino and @Joris Plaatstaal would comment.
    Ali Anani
    16/12/2016 #56 Ali Anani
    #53 You explained it extremely well and without fear or hesitation @Joris Plaatstaal. I respect your transparency and stand. The comments revealed we have three clusters of opinion: that who are pro asking why, those who object to it and those who accept it with some reservation. You see even a question like this shows how we think differently. It is an opportunity for all of us to learn and move forward without fear or being accused of just being honest followers.
    I appreciate every word of your comment.
    Emilia M. Ludovino
    16/12/2016 #55 Emilia M. Ludovino
    Couldn't agree more with you about the major importance of the Way and Tone to make the WHY question. And I love the 5 WHY's technique.
  23. George Touryliov
    For the first 30 days, customer experience marketing leaders should focus on assessing immediate needs. Gartner analyst Augie Ray shares a plan for the customer experience marketer’s first 100 days. Read more: http://gtnr.it/2hK8ywlGeorge Touryliov
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  24. ProducerMike Rana

    Mike Rana

    16/12/2016
    You don't have to be an aggressive salesperson to earn people's trust
    You don't have to be an aggressive salesperson to earn people's trustI will start this article with three points before I launch into the story:1)  At the time this article was written, my job was selling firearms to a demographic who is mostly already into the culture. The store does get people who are new to the...
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    Comments

    Javier 🐝 beBee
    16/12/2016 #2 Javier 🐝 beBee
    #1 @Mike Rana we know these kind of issues. We are working on a much better platform :)
    Mike Rana
    16/12/2016 #1 Mike Rana
    I saw that a few people had interacted with the last article. I deleted the link to it and brought the copy to this article for this site.

    @Javier 🐝 beBee, I ran into some formatting difficulty when I was importing the copy from LI to here. The article still came out fine. Furthermore, is there a way to insert a standard boilerplate into our honey so we don't have to keep retyping them into each article?
  25. George Touryliov
    So round up your reindeer, ready your elves, and put on your red suit. And when you’re making your list (and checking it twice), make sure you add these items to give your customers the best possible service -
    George Touryliov
    5 Gifts Customers Want From Field Service Providers This Holiday Season
    www.clicksoftware.com Field service providers have the opportunity to act as Santa Claus this holiday, and provide customers with excellent customer experience and...
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