Tag Archives: EC3


Using Stories to Sell and Improve Customer Experience

Sales people, at least the ones that I have met, love nothing more than to “Show Up” and throw up all over their customers.

While amusing to watch this feature focused product/service dump, businesses are losing money each and every day that they continue to deploy this strategy because of these three simple words…

It. Doesn’t. Work.

For anyone who hasn’t seen Simon Sinek’s “Start With Why” presentation, make sure you watch it right away. (Click Here)

In short, the reason that feature selling and product dumps don’t drive a purchase is because people don’t buy with their rational brain, they buy based on feeling. Those feelings are completely disconnected to our ability to speak and that is why we can’t always express our decisions, even when we know they are right.

So how do we get closer to driving sales and happier customers?

First, we stop selling our features until we truly understand their needs.

Then we need to build an experience around their story, their belief on how your product or service should work.

Make Sense?

Let me give you an example.

My company, EC3, is a provider of IP Based Telephony and Communication Systems.

Our cloud based solution is amazing and it has every feature and capability under the sun. It takes pages and pages and pages just to list everything that can be done with our “UberSuperCool” system.

Guess what?

Most people don’t care and if I walk into a prospects office and tell them about all of the great features we have, they will probably tell me just that, “Who Cares” or some iteration of that because the features don’t make them want to buy.

So how about a different approach?

How about you ask the customer a question such as…

Mrs. Customer, tell me in your mind, how would the perfect communication system work for your company?

And then…Ssshhhhh, listen and see what happens next.

A series of questions to force them to further elaborate and share the “Story” of what communication should look like, you are now connecting emotionally to what matters and simultaneously learning about the customers’ needs.

This emotional connection creates an attachment to you, your service and then to those great features and benefits you offer.

Too often companies that don’t successfully sell their product or deliver great service fail to realize that it isn’t their product or their service that is holding them back. Rather it is their determined nature to focus on the product and service itself, rather than what is truly important.

And in case it hasn’t resonated yet, what is truly important is the ability for the customer to connect to you and your business.

Letting them tell the story gives you the ammunition you need to make the sale and to deliver better customer experience because you truly understand what they want.

Your story is the fastest way to sell more you…

And your customers story is the fastest way to help them, sell themselves.

Once they’ve done that, all your whiz bang features will be the icing on the cake.

And who doesn’t like icing?

This article was originally features on Millennial CEO and can be found here. For a great cloud story and a partner that believes in your success, join us here.

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8 Technologies that Comprise Unified Communications

If I was to ask you to give me a simple definition of Unified Communications (UC), how would you respond?

Almost an Oxymoron, a simple definition for Unified Communication eludes many of us because there is nothing simple about Unified Communications.

Tech leaders and Business leaders will argue fiercely on this very topic because technologists want to break down UC into the various technology Silos while executives want a seamless communication tool.

Both parties seeking the same, however the path for those planning Unified Communications is less clear because we all know…

The simpler the technology in practice, the more difficult the planning and implementation becomes.

So what are the pieces that comprise Unified Communication?

Here is the shortlist of the major components for a successful UC deployment.

  • Voice: Forever the staple of business communication. Access to a high quality voice solution needs to be at the very core of your UC strategy.

  • Video: The future of communication for the last 20 years, pervasive bandwidth is now making high quality video a reality, and further affordable. No Unified Communication platform is complete without it.

  • Instant Messaging: Chat may seem like child’s play, but in a world where we communicate far more over text, email and IM; businesses stand to gain from having an enterprise instant messaging tool.

  • Productivity Tools: Email, Calendaring, Contact Management, Web Collaboration, File Sharing and storage all have a place in the Unified Communication solution. Often via Outlook (or similar) the ability to connect your everyday tools is the future of UC.

  • Unified Messaging: The ability to get your Voicemail from anywhere via a simple email is a wonderful convenience and great for efficiency.

  • Presence: The ability to see from any device who is available, who is away and who is in meetings makes for faster companies as resources can quickly connect to one another to obtain needed support or collaboration.

  • Mobility: The “Anywhere Office” is a very real thing. Mobility gives the full toolset to users from an array of machines including your smartphone, tablet, PC or other. BYOD (Bring your own Device) has further pushed the mobile movement as more devices are being integrated into daily business operations.

  • Business Intelligence Integration: This is the last piece and perhaps one that is most often overlooked. But ask yourself this…How does your organizations communication tools integrate with business systems like CRM (Customer Management/Contact Center) and ERP (Accounting and Resource Planning)? Given the heavy use of these packages in day-to-day business, not being able to connect to your UC system makes them less useful than they could be.

So now that we know the pieces…making them work in perfect harmony is another story and ultimately the Link (not lync) between another failed tech rollout and organizations communicating over any medium from anywhere.

Are you a cloud service provider looking to deliver Enterprise Solutions that are affordable for SMB? Click here to find out about the best Cloud Partner Program in the Unified Communications Space.