Want more results from Your Customer Surveys? Add a Little Personality

Your customer is the center of the universe.? But what have you done lately to make them feel that way?

Take a look at this email I received from a well-known coffee shop last week:

Wed like to get to know you better.

Communication DNA: Customize Your MessagingWe’re big fans of getting it right, from each cup of coffee to the way we share information with you. As a My BestCoffee Rewards member, we’d like to know a little more about how you interact with BestCoffee.

So, if you don’t mind, we have a few quick questions for you. We’ll use our newfound knowledge to craft more thoughtful offers and rewards for you to enjoy.

How did I feel?? Speciallike someone cares to craft an experience that I will enjoy every time I walk into BestCoffee.

Consistency of experience is marketing rule #1but off course, you have to understand your customers enough at the very start to create the right experience.

Did I mind taking 2-3 minutes to answer 10 questions?? Not at all!? Why? BestCoffee gave me a reason that put me at the center of the universe.they will craft more thoughtful offers and rewards just for me.

Could you find out more about your customer to tailor each and every service call and product to their own unique needs?? Start putting your customers at the center of the universe! ??For ideas, visit? the Communication DNA website.

New Communication DNA App for Salesforce Puts Personality in the CRM

Communication DNA puts behavioral intelligence about customers and employees at the fingertips of Salesforce users to increase business performance.

Most successful businesses understand the importance of engaging their customers and employees for improving business performance. But what steps should they take to increase engagement levels from customers and employees?

To provide a tangible solution to this problem, we created Communication DNA and are now excited to announce the launch of our Communication DNA app which is now available for test drive and download on the Salesforce CRM AppExchange.

Behavioral CRM, CRM Communication, Customer Engagement, CRM Customer EngagementCommunication DNA for Salesforce is a customer engagement app that identifies emotional decision-making patterns of customers and employees to allow for the real-time customization of sales, marketing and client service activities. Having access to the behavioral data provided by Communication DNA enables business leaders, sales teams, financial advisors, customer service and marketing service providers can now access behavioral data provided by Communication DNA through their CRM to navigate the human differences in their business.

The strategic partnership between Salesforce and DNA Behavior leverages the power of innovative cloud technologies and cutting-edge behavioral research. Also it allows all of Salesforce CRMs 100,000+ business users to tap into a highly scalable human behavior solution so that they can more easily deliver customized life-long experiences to each of their customers on a scalable basis.

We have invested over 60 years of research and development in developing our behavioral insights and systems and a key finding from our behavioral research is that every sales person has a 60% behavioral performance gap in their area or territory. There are 40% of customers that a sales person inherently does not connect with and a further 40% that they will partially connect with. So, without behavioral awareness and modification the typical sales person could be under performing by 60%.

Communication DNA helps close this behavioral gap with a cutting edge turnkey system that can be deployed to discover who the customer is through 12 forced choice questions answered online with the output directly available in the customers account on the Force platform at the sales persons finger tips. Further, the Force platform can then be programmed with alerts and other features so a customized experience is provided to the customer with minimal effort and training of the sales person.
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Research shows businesses that implement the Communication DNA App can achieve business performance gains of 40% in personal productivity for sales and service people, 70% in team productivity and a 23% increase in revenue.

The Communication DNA app is the first customer-centered human behavioral solution to be directly integrated onto the Salesforce platform. Which means that for the first time Salesforce and its business customers will have the capability to incorporate behavioral intelligence into the CRM which is deeper than just the customers historical spending patterns. The CRM will no longer just be a database of customer factual details it will have personality and be able to talk with the customer in a more unique way. This is what has been missing from most CRMs and sales systems.

Click here to test drive the Communication DNA app (a Salesforce account is not required).

For additional information and to get started, contact us.

Contact DNA Behavior

Social Networking ? the new Cornerstone of Business in the 21st Century and beyond

Social Networking is here to stay; its becoming the cornerstone of the way we do business in the 21st Century and beyond.

At the top of every business strategic planning meeting should be the following:

Item 1 ? how can we increase revenue by leveraging social networking across the business (not just in the marketing department)?

Consider the following thoughts:

    • Do you see social media as a useful tool in marketing but not much more beyond that?
    • Is your social networking strategy highly targeted?
    • Are the interactions you have with customers delivering sustained outcomes?
    • How successful to your business bottom line are the two-way conversations you are currently having through social channels?

Press Releases and Brochures

  • How much more successful would your marketing strategies be if they were more effectively targeted to your audience and ultimately made better use of your marketing and communication $.
  • Does your social networking empower your staff to be able to engage more effectively with each other and with customers?
  • How is social networking being utilized in your business? Do you use it to break down internal departmental silos?
  • What tools have you invested into for your frontline staff?
  • How would business grow by matching staff to customers?

The addition of Communication DNA to your social media will unlock your business for revenue growth by navigating the human differences in your business and discovering and aligning the different communication styles, behaviors and solution preferences of your diverse customers and employees.

Using Communication DNA enables your business to have customized and focused conversations with millions of people. Businesses will be able to discover the emotional decision-making patterns of customers and employees to allow for the real time customization of sales, marketing and customer service activities using cutting-edge technology platforms.

Communication DNA can make 1 to 1 customer conversations count by ensuring no part of the exchange is lost. Communication DNA matches advisors to clients, sales staff to customers, product and services to the individual providing an engaging process at all levels of interaction to acquire and retain loyal relationships.

Random messaging and exchanges can make or break relationships and business opportunities instantaneously. Businesses that implement the Communication DNA app can achieve business performance gains of 40% in personal productivity for sales and service people, 70% in team productivity and a 23% increase in revenue.

Communication DNA gives you laser focused insight into how to conduct conversations between customers and employees. It puts influence into the hands of staff enabling them to engage more effectively with each other and with customers.

Communication DNA empowers employees in your sale, service and development teams to join forces to build effective customer relationships and experiences.

Communication DNA enables you to build deeper and more effective relationships by engaging with customers at the most critical point of reference ? the first time they contact you.

Communication DNA delivers to businesses the ability to segment their customer base and their staff in a way that fundamentally changes the way you do business.

To learn more, please visit the Communication DNA website.

What is Your Employee Engagement Revenue Multiplier?

As a leader you are under constant pressure to produce increased revenues. You may wonder, what can I do differently that will get the results I have promised senior management?? If you are asking your sales team to make more calls and set more appointments, you are only looking at part of the solution.

The answer to this question requires you to move to the new behavioral economy.? You must engage your employees as unique individuals to bring out their highest level of commitment and enjoyment on the job.? And, you have to do something most of us dont like to do.take a deeper look at yourself.

Before you think this is too touchy, feely, let me give you some hard facts. Gallup Research shows businesses that emotionally engage employees will grow earnings 2.5 times faster than those who do not.

Then there are further research studies done at major financial services companies and retailers proved a straightforward dynamic in which employee behavior affected customer engagement, which in turn affected company financial performance.
DNA Talent Management
In the case of a large retailer research proved a mere 5% increase in employee engagement lead to a 1.3% increase in customer engagement leading to 0.5% more revenues. This translated to a huge increase in bottom line earnings for that company. In some industries the bottom line impact will be higher.

The results are even better for those companies that take steps to directly increase customer engagement with the potential to increase revenue by 23% or more per year. Increasing employee engagement should be your starting point to increase revenues and productivity.

Think about the $ impact to your business of increasing employee engagement.

How do you get started on the engagement process?? The first step is to get to know each of your team members at the inner level.? While you may be very intuitive and know your people through experiences, you must have an objective approach.? There are many discovery tools available to determine strengths, challenges, and motivators.? Use these tools for an in-depth dialogue with your employees to find out how best to communicate, what motivates them, top skills and how they apply them on their job.

Then help each team member apply their strengths to their job.? If you have a salesperson that is a relationship builder and their sales are down, you will de-motivate them by telling them to make more appointments.? The way to increase sales with this person is to have them cross-sell with current clients and ask for referrals.? Save the more appointments approach for your goal setter.

Finally, remember, focusing on employee engagement is not a one time meeting.? It is a daily, continual process.? Have the information in your CRM or employee management systems so that before every meeting with your employee, you review their strengths and struggles.? Help them meet their goals based on who they are, not a prescribed 10-step one size fits all sales system.

An engaged, committed sales team will be your ticket to sales success!

To learn more about the processes you can use to increase employee engagement, please visit or email

Mind the Gap: Patterns of Communication Directly Linked to Team Success

Why do some teams get excellent results while others seem to struggle? In order to answer that question, most leaders will focus on analyzing the metrics such as sales, number of office visits, average call handling time, and number of issues resolved, to understand the performance gap.? While the numbers can provide the bottom line story that CEOs want to hear, the how of getting to a high level of team performance might surprise you.
DNA Talent Management
Researchers at MITs Human Dynamics Laboratory found patterns of communication to be the most important predictor of a teams success.? Not only that, but they are as significant as all the other factors – individual intelligence, personality, skill, and the substance of discussions – combined!

The best predictors of productivity are a teams energy and engagement outside of formal meetings. Together, these two explained one-third of the variations in dollar productivity among groups!

What behavior performance gaps are holding back your sales team or service centers from increased revenue and productivity? How can you identify the communication styles of your team to guarantee more success?? Find out your communication style.

Why Retailers Want to Read Your Mind

Why do retailers want to read your mind? Because they understand that if they enhance a customers overall experience in their store, their customers will spend more time and money.

Client Engagement, DNA Relationship System, Customized Experiences

A recent USA Today article detailed the mix of initiatives that retailers are testing in order to target you with products and promotions that are likely to resonate with you.

Loyalty cards, birthday promotions and sale pricing are all examples of how a retailer gets the demographic information so they can tailor the shopping experience for you. Understanding what life stage you are in, whether or not you buy on impulse or rational thoughts, what type of ambiance is best for you are critical in attracting the right type of customer.

David Forbes, a psychologist who consults with Nordstrom and Gap, recently came up with an industrial chic dcor for outlet stores. After all, Forbes says, a stores ambiance can lure or repel consumers based on their mindsets and what they are looking for emotionally in a shopping trip.

Its not just retailers that are moving towards the behavioral model. Any business with a customer understands the more quickly they truly know and engage a customer on their terms, the stronger the relationship. What experience are you creating for your clients?

Learn more about how you can engage your customers on their terms.