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The New Rules of Sales and Service: How to Use Agile Selling, Real-Time Customer Engagement, Big Data, Content, and Storytelling to Grow Your Business

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Sales and service are being radically redefined like never before. With buyers now in possession of unlimited information, online content is quickly becoming the dominant driver for commerce. Today anyone working in sales or customer service needs to possess entirely new skills. Unfortunately most organizations are still using traditional selling and service models develop Sales and service are being radically redefined like never before. With buyers now in possession of unlimited information, online content is quickly becoming the dominant driver for commerce. Today anyone working in sales or customer service needs to possess entirely new skills. Unfortunately most organizations are still using traditional selling and service models developed for a different time. In this new book by the author of the #1 bestseller The New Rules of Marketing & PR, David Meerman Scott demystifies the new digital commercial landscape and offers inspiring and valuable guidance for anyone not wanting to be left behind. Rich with revealing, first-hand accounts of real businesses that are charting this new territory and finding astounding success -- a bicycle manufacturer that engages customers with honest and revealing openness; an enterprising network of home basement repair contractors that educates clients with free publications and innovative visual software; and an independent physician who provides her patients with online video notes to help them follow detailed medical instructions -- The New Rules of Sales & Service shows how innovative businesses large and small are discovering new opportunities, strengthening customer loyalty, and mastering real-time buyer satisfaction. Among the topics covered in detail: Why the old rules of sales and service no longer work in an always-on world The new sales cycle and how informative Web content drives the buying process Providing agile, real-time sales and service 24/7 without letting it rule your life The importance of defining and understanding the buyer personas How agile customer service retains existing clients and expands new business Why content-rich websites motivate interest, establish authority, and drive sales How social media is transforming the role of salesperson into valued consultant Required reading for any organization that interacts with the public -- ranging from independent consultants to established large corporations and small businesses to new start-ups and non-profits -- The New Rules of Sales & Service is the essential guidebook for anyone attempting to navigate the exciting and evolving digital landscape. Note: The New Rules of Sales & Service is neither an update nor a sequel to The New Rules of Marketing & PR; rather it complements the earlier book. Each book focuses on and outlines different strategies: Marketing and PR use online content to reach many buyers at once; Sales and Service use online content to reach buyers one at a time. The New Rules of Sales & Service tailors its strategies and tactics to reflect this difference.


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Sales and service are being radically redefined like never before. With buyers now in possession of unlimited information, online content is quickly becoming the dominant driver for commerce. Today anyone working in sales or customer service needs to possess entirely new skills. Unfortunately most organizations are still using traditional selling and service models develop Sales and service are being radically redefined like never before. With buyers now in possession of unlimited information, online content is quickly becoming the dominant driver for commerce. Today anyone working in sales or customer service needs to possess entirely new skills. Unfortunately most organizations are still using traditional selling and service models developed for a different time. In this new book by the author of the #1 bestseller The New Rules of Marketing & PR, David Meerman Scott demystifies the new digital commercial landscape and offers inspiring and valuable guidance for anyone not wanting to be left behind. Rich with revealing, first-hand accounts of real businesses that are charting this new territory and finding astounding success -- a bicycle manufacturer that engages customers with honest and revealing openness; an enterprising network of home basement repair contractors that educates clients with free publications and innovative visual software; and an independent physician who provides her patients with online video notes to help them follow detailed medical instructions -- The New Rules of Sales & Service shows how innovative businesses large and small are discovering new opportunities, strengthening customer loyalty, and mastering real-time buyer satisfaction. Among the topics covered in detail: Why the old rules of sales and service no longer work in an always-on world The new sales cycle and how informative Web content drives the buying process Providing agile, real-time sales and service 24/7 without letting it rule your life The importance of defining and understanding the buyer personas How agile customer service retains existing clients and expands new business Why content-rich websites motivate interest, establish authority, and drive sales How social media is transforming the role of salesperson into valued consultant Required reading for any organization that interacts with the public -- ranging from independent consultants to established large corporations and small businesses to new start-ups and non-profits -- The New Rules of Sales & Service is the essential guidebook for anyone attempting to navigate the exciting and evolving digital landscape. Note: The New Rules of Sales & Service is neither an update nor a sequel to The New Rules of Marketing & PR; rather it complements the earlier book. Each book focuses on and outlines different strategies: Marketing and PR use online content to reach many buyers at once; Sales and Service use online content to reach buyers one at a time. The New Rules of Sales & Service tailors its strategies and tactics to reflect this difference.

30 review for The New Rules of Sales and Service: How to Use Agile Selling, Real-Time Customer Engagement, Big Data, Content, and Storytelling to Grow Your Business

  1. 4 out of 5

    Catherine Milos

    A common sense book about the shift in sales and customer service culture. It would be really useful for writers, editors and communications professionals, as well as sales people and businesses losing customers by staying old school. The idea of an educated consumer and integrated sales consulting is something millennials and later generations will really appreciate. It is their reality. The only downside is this book meanders with a lot of stories and doesn't get to the point quickly, or alway A common sense book about the shift in sales and customer service culture. It would be really useful for writers, editors and communications professionals, as well as sales people and businesses losing customers by staying old school. The idea of an educated consumer and integrated sales consulting is something millennials and later generations will really appreciate. It is their reality. The only downside is this book meanders with a lot of stories and doesn't get to the point quickly, or always clearly. Valuable ideas get drowned out by the stories and exposition. I highly recommend this book to anyone who is involved with sales and customer service. I just wish there was a shorter version with all the highlights.

  2. 5 out of 5

    Chris Syme

    It used to be that when your refrigerator broke down you went to the appliance store where a salesperson preached about the latest and greatest features of the newest product their company was trying to sell. We relied on the salesperson to provide us with all the information and their goal was to get you to buy the most expensive model your wallet could afford. They were in control. Today, the landscape has changed. Thanks to the internet, buyers come armed with reviews, product benefits, and pr It used to be that when your refrigerator broke down you went to the appliance store where a salesperson preached about the latest and greatest features of the newest product their company was trying to sell. We relied on the salesperson to provide us with all the information and their goal was to get you to buy the most expensive model your wallet could afford. They were in control. Today, the landscape has changed. Thanks to the internet, buyers come armed with reviews, product benefits, and prices of all the models at all the stores. They are less patient with pushy sales techniques. In his latest book, The New Rules of Sales and Service, David Meerman Scott uses case studies and personal storytelling to illustrate how the selling and buying processes have changed and what brands need to do to get on board. Scott has built a reputation on identifying new trends in marketing, PR, social media, and sales. This book fits right in that model. Today, selling is about being agile, adaptable. The seller is required to know their audience and be able to sell to their unique needs. Today’s salesperson should be more like a consultant who is able to help customers at all stages of the buying process. It is about providing them with the right information to help them buy, not giving them the information you can use to close the sale. The agile salesperson has more like a doctor-patient relationship with a buyer rather than an adversary trying to overcome objections. Sales approaches need to be real-time, brands need to be responsive. This is true whether you are an author or a corporate conglomerate. Technology speeds up and informs the process. Even though we have social media and more data than we need about our buyers, Scott maintains that sales in still about human interaction. People want to buy from people and they want to trust the seller. It’s up to the agile brand to be human, provide helpful information, and make the sale about the customer, not about you. It all boils down to great service. The last three chapters of the book talk about the social imperative of sales and how social media should be integrated into sales for maximum impact. No longer an option, agile companies are social companies. My guess is this book will rankle some, especially those who are ignorant of the impact social media has on our culture—not only as entertainment and communication but in the everyday process of what kind of detergent we buy. It’s an excellent read for social media managers, sales people, companies, and personal brands who want to understand how to more effectively sell their products. It will be more pertinent to companies that are large enough to actually have a sales force but good for anyone who wants to stay on top of trends of marketing. On a side note, I bought this book on Audible. I have been traveling a lot this summer and the audio version fit the bill. Scott narrated the book himself which added a note of authenticity to the stories and case studies in the book.

  3. 4 out of 5

    John Pabon

    Review #22 of my 52 week book challenge: The New Rules of Sales and Service ⠀ David Meerman Scott delivers again with this book on, you guessed it, sales and service. In his typical no nonsense fashion, Scott gets right to the point so that his message isn't lost in translation. These books aren't meant to be brain killers, which is what makes them so popular. Sometimes what we need in a business book is just the facts. ⁣ To find out why I started my 52 week book challenge, what I've been reading, Review #22 of my 52 week book challenge: The New Rules of Sales and Service ⠀ David Meerman Scott delivers again with this book on, you guessed it, sales and service. In his typical no nonsense fashion, Scott gets right to the point so that his message isn't lost in translation. These books aren't meant to be brain killers, which is what makes them so popular. Sometimes what we need in a business book is just the facts. ⁣ To find out why I started my 52 week book challenge, what I've been reading, and how you can get involved, check out my original LinkedIn Publisher article or follow me.

  4. 5 out of 5

    Antonio Vargas

    New world. New rules. Here they are. David Meerman is the man to follow.

  5. 5 out of 5

    Jerry W

    Enjoyed the perceptions and characterizations; applcable across many spectrums of Selling

  6. 5 out of 5

    Nick

    I'm a friend of David's, so my review is seen through partial eyes. In this book, David applies his marketing savvy and insight into what it takes to make a business successful today to sales and service. The result, unsurprisingly, is a clarion call for transparency, speed, smart social marketing, and clarity about your mission and role. The book is filled with great stories of sales and service examples of doing it right and making the customer a partisan for life. Just as David did so success I'm a friend of David's, so my review is seen through partial eyes. In this book, David applies his marketing savvy and insight into what it takes to make a business successful today to sales and service. The result, unsurprisingly, is a clarion call for transparency, speed, smart social marketing, and clarity about your mission and role. The book is filled with great stories of sales and service examples of doing it right and making the customer a partisan for life. Just as David did so successfully with his classic New Rules of Marketing and PR, this book moves fast, makes its arguments powerfully and clearly, and convinces you of the rightness of his approach. Read this book if you're in sales or service and wonder what all the fuss over social media is about. David will set you straight.

  7. 4 out of 5

    Eric Levy

    Excellent book! Delivers just what the title promises. Very few business/marketing books I like that aren't written by academics, but David's books are great. I also enjoyed "New Rules of Marketing and PR" by the same author, which I cite and recommend to my MBA and Executive MBA students. In particular, I like that Scott offers numerous specific examples based on his own experience and interactions with executives at the companies he profiles, to support his points. Very refreshing, compared to Excellent book! Delivers just what the title promises. Very few business/marketing books I like that aren't written by academics, but David's books are great. I also enjoyed "New Rules of Marketing and PR" by the same author, which I cite and recommend to my MBA and Executive MBA students. In particular, I like that Scott offers numerous specific examples based on his own experience and interactions with executives at the companies he profiles, to support his points. Very refreshing, compared to most business books which offer general thoughts based on secondhand knowledge, or fuzzy incorrect descriptions of marketing/consumer/business concepts. In all, highly recommended.

  8. 4 out of 5

    Shaw

    So many great examples of the importance of using real time data for sales and service. These are tools that used to only be available to enterprise level companies but there is so much software available now that any company can jump on the big data bandwagon. And boy, should we! This is not something to wait on. Competitors everywhere are using these tools. But ultimately, the greatest benefit to using big data and customer engagement is the added value to future and current customers. There a So many great examples of the importance of using real time data for sales and service. These are tools that used to only be available to enterprise level companies but there is so much software available now that any company can jump on the big data bandwagon. And boy, should we! This is not something to wait on. Competitors everywhere are using these tools. But ultimately, the greatest benefit to using big data and customer engagement is the added value to future and current customers. There are some slow sections but I definitely recommend this book.

  9. 4 out of 5

    Alex

    I'm a big fan of David Meerman Scott's work and marketing philosophy, and this is my favorite book of his yet. Just like his past work, it's filled with interesting real world examples that narrate his principals and make them memorable. I loved reading about HubSpot's great sales process in this book, as well as American Airline's real-time customer support through social media (which I've experienced during a frustrating flight delay). All in all, his principles are hard to argue with and it s I'm a big fan of David Meerman Scott's work and marketing philosophy, and this is my favorite book of his yet. Just like his past work, it's filled with interesting real world examples that narrate his principals and make them memorable. I loved reading about HubSpot's great sales process in this book, as well as American Airline's real-time customer support through social media (which I've experienced during a frustrating flight delay). All in all, his principles are hard to argue with and it seems a world filled with businesses that practice them would be a better place.

  10. 4 out of 5

    Anne Janzer

    David Meerman Scott articulated the changes in marketing in his New Rules of Marketing and PR several years back. Now he's extrapolating how those rules play out in Sales and Service. One of the key takeaways for me is that the lines between marketing, sales and service are blurring - at least when it comes to interacting with customers. He offers a lot of good examples of agile selling and service that are great models for businesses going forward. David Meerman Scott articulated the changes in marketing in his New Rules of Marketing and PR several years back. Now he's extrapolating how those rules play out in Sales and Service. One of the key takeaways for me is that the lines between marketing, sales and service are blurring - at least when it comes to interacting with customers. He offers a lot of good examples of agile selling and service that are great models for businesses going forward.

  11. 5 out of 5

    Visnja Zeljeznjak

    Interesting stories of big companies who are successfully using social media in sales and customer support. The new paradigm is real-time everything and being super-useful to the customer before asking for the sale. I'd recommend the book to people who need convincing that the rules have changed for sales. This is not a how-to book, this is a collection of stories which all answer the question WHY change anything in how we do sales and support. Interesting stories of big companies who are successfully using social media in sales and customer support. The new paradigm is real-time everything and being super-useful to the customer before asking for the sale. I'd recommend the book to people who need convincing that the rules have changed for sales. This is not a how-to book, this is a collection of stories which all answer the question WHY change anything in how we do sales and support.

  12. 4 out of 5

    Tony Smith

    check this out and get into the new millennium. This book was a great wake up call to realize how I need to become very socially connected in today's new selling environments. Lots of great guidance, tips, and methodologies. check this out and get into the new millennium. This book was a great wake up call to realize how I need to become very socially connected in today's new selling environments. Lots of great guidance, tips, and methodologies.

  13. 5 out of 5

    Andrei

    I'm probably the wrong audience for this book. Good info, but very basic. A lot of great examples of how people buy these days. I'd give it a higher rating if I was just getting started with Social Media. I'm probably the wrong audience for this book. Good info, but very basic. A lot of great examples of how people buy these days. I'd give it a higher rating if I was just getting started with Social Media.

  14. 4 out of 5

    Mark Nutting

    Great book! Definitely worth the read.

  15. 5 out of 5

    Patryk

  16. 5 out of 5

    Qamel

  17. 4 out of 5

    Josh Patrick

  18. 5 out of 5

    Shaun

  19. 5 out of 5

    Diego Torres-Palma

  20. 5 out of 5

    Michael Messner

  21. 5 out of 5

    Gio

  22. 5 out of 5

    Pat McCormick

  23. 5 out of 5

    Spencer Li

  24. 4 out of 5

    Randall

  25. 4 out of 5

    Brandon Redlinger

  26. 5 out of 5

    TsyrJong Lim

  27. 5 out of 5

    Karen Gale booze

  28. 4 out of 5

    Natalie

  29. 4 out of 5

    Gizaw

  30. 4 out of 5

    Janet Choplick

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