Index

• ABC News
• Academy of Country Music
• Academy of Pediatrics website
• Acura, mining tweets for New Orleans Jazz & Heritage Festival
• Adams, John
• ADP, Inc.
• Adventure sports, GoPro and
• Advertising
• Agile customer service, implementing
• Agile sales
  • going off script with
  • just-in-time intelligence and
  • newsjacking and
  • real-time mind-set and
• Alexander, Greg
• All Marketers Tell Stories (Godin)
• Almeida, Kristiana
• Amazon.com
• American Airlines
• American Express
• American Red Cross
• Apple
• Associates of the Boston Public Library
• Asymmetric information
• Atlassian
• AT&T
• Authenticity
• Auto dealerships
• Automation, complete, downsides of
• Avaya Inc.
• Avis Europe
• AVSForum
• AV Week

• Baldwin, Alec
• Bangkok, Thailand, real-time reporting on political crisis in
• Barclays
• Barrow, Richard
• Basement Systems, Inc.
• BBC
• Beane, Billy
• Beasley Broadcast Group
• Berninger, Matt
• “Best practices” script, deviating from
• Big data
• Big Foot Moving & Storage
• Bing
• Blogs
• Blue Planet, The
• BMW
• Bodnar, Kipp
• Boeing 787 Dreamliner:
  • American Airlines email about
  • real-time communications during crisis
• Book deals, landing
• Books, that your buyers read, reading
• Boston Globe
• Boston Sports Club
• Brooks and Dunn
• Brown, Scott
• B2B Social Media Book, The (Bodnar and Cohen)
• B2B technology company trade show demos
• B2C playbooks
• Buddy Media
• Bunker Hill Community College, Boston
• Burani, Paul
• Burgert, Natasha
• Burke, Kate
• Buyer Persona Institute
• Buyer personas
  • closing gap between sales and marketing with
  • college choices and
  • defined
  • GoPro and
  • go to conferences that your buyers attend
  • interviews
  • meeting members of, on their own turf
  • midnight college classes and
  • multiple
  • naming
  • profiles
  • read books that your buyers read
  • visiting people in their offices
  • watch webinars that your buyers watch
• Buyers
  • in charge
  • educating
  • journey of
  • newsjacking and
  • precise needs of, marketers’ content, salespersons’ context, and
  • segmenting and listening to
  • unlocking, context and
• Buying insights, marketing and
• Buying process, driving people into
• Buying signals
• Byrne, David

• Cangandi, Panama, cell reception in
• Car dealers
• Caring, culture of
• Car purchases
• Carter, Sandy
• Center for Information Therapy (Washington, DC)
• Cervélo Cycles
• Chambers, Herb
• Change, embracing
• Charitable reporting, 100 percent model
• charity:water
• Chat rooms, monitoring
• Christie, Chris
• Cisco
• Clearly Resolved
• Clinton, Bill
• Clinton & Hall Insurance Agencies
• Closing
• CMT Music Awards, newsjacking
• CNET
• CNN
• Cohen, Jeffrey L.
• Cold calling
• College and university direct mail packages
• College Board
• Columbia College (New York City)
• Comfort zone, learning from outside of
• Commissions
• Communications revolution
• Comparison charts
• Competition, watching your customers instead of
• Complex sales cycles, web content and
• Conferences, that your buyers attend, going to
• Conflict, in stories
• Connecticut Basement Systems, Inc.
• Consumer Reports
• Contact us forms
• Content. See also Storytelling
  • close, merging of sales, and
  • context added to
  • creating
  • curating
  • at forefront of sales
  • harvesting from hundreds of blogs and news feeds
  • learning parties and
  • marketers’, salespersons’ context, and
  • open unrestricted
  • sales and service as drivers of
• Context:
  • salespersons’, marketers’ content, and
  • unlocking every buyer with
• Contextual content marketing
• Cook, Tim
• Corporate world, what's expected in
• Costa Rica Expeditions
• Country Music Association (CMA) awards
• Country Weekly
• Cruise passengers, Avis Europe research and
• Customer disservice
• Customer relationship management, social selling and
• Customers
  • annoying
  • educating and informing
  • for life
  • stories told by
  • watching your competition instead of
• Customer service:
  • corporate culture and
  • elements of
  • handling complaints
  • old school of
  • in person
  • poor
  • professional services
  • reactive
  • sales driven by
• Customer support:
  • buyer persona profiles and
  • defined
• CustomerSure
• Cyrus, Miley

• Dakin, Shaun
• Dean, Howard
• Defining your business, in the marketplace
• “Dialing for Dollars” old sales model
• Differentiating your offerings, in marketplace
• Direct mail
• Doctor-patient relationships, customer service issues and
• Dorsey, Jack
• Downton Abbey (television drama)
• Dreamforce
• Dry Basement Science
• Dunn, Ronnie

• EarthLink
• Earth Train
• eBay
• e-books
• Eclampsia
• e-commerce
• Education, for sales force
• Ego, defined
• Egocentric nonsense
• Electronic medical records
• email
• Email Marketing Metrics Report
• e-marketplace, successful salespeople in
• Employees, as best sales and service asset
• End of Big, The: How the Internet Makes David the New Goliath (Mele)
• Engadget
• Enterprise sales marketplace, radical change in
• Enterprise software
• Entertainment Today
• Epson America, Inc.
• Epson Social Media Support Process flowchart
• e-surveys
• Evening shift workers, midnight college classes for
• Exxon

• Facebook
• Fan base, building
• Farrell, Perry
• Fear
• Federal Aviation Administration (FAA)
• Feedback
• Ferrara, Jon
• Finnair
• First impression, online
• First person, speaking in
• FiveThirtyEight blog
• Fletcher, Neil
• Flood, Sue
• Food bloggers
• Forbes
• Forums
• Foundation Support Works
• Foursquare
• Fox News
• Freemium model of marketing
• FrontRange
• Fundraising, predictive analytics and

• Gated content approach
• GE
• GeekWire
• Geldner, Oliver
• Genova, Lisa
• Geolocation, private car services and
• Gephardt, Richard
• Get Bold: Using Social Media to Create a New Type of Social Business (Carter)
• Giardina, Robert
• Gizmodo
• Glengarry Glen Ross (play and film)
• Godin, Seth
• GoldMine CRM
• Golf, buyer personas and
• Google
• Google AdWords
• Google Alerts
• Google Maps
• Google News
• Google Plus
• GoPro
• Gordon, Chuck
• GrabCAD
• Grateful Dead, lessons from
• Graymail
• Gschwandtner, Gerhard
• GutCheck
• Gutenberg, Johannes
• Gyms, hotel

• Halligan, Brian
• Hard sell, end of
• Healthcare customer service
• Health Insurance Portability and Accountability Act (HIPAA)
• High pressure zone, end of
• Hilton Hotels
• Hiring, for social success
• Hoffman, Philip Seymour
• Home Depot
• HootSuite
• Hotel websites, homogeneity of
• HotSpot
• HSBC Bank
• HTML
• HubSpot
  • Inbound Sales
  • Internet Ian buyer persona profile
• Huffington Post
• Human interactions, central to business communications
• Humor
• Hybrid lead generation model

• IBM
  • Social Computing Guidelines
• Inc. 500 Fastest Growing Companies list
• Infographics
• Information, instant access to
• Information brokers, salespeople as
• Instagram
• Insurance sales, online content and
• International Association of Antarctica Tour Operators
• International Telecommunications Union
• Internet
• Internet Ian profile (Hubspot)
• Internet marketing managers
• Internships, tweeting yourself into
• Interruption techniques, avoiding
• Interviews
• iPhone
• Ive, Jonathan

• Jackson, Michael
• Jackson, Mitch
• Jackson Healthcare
• Jackson & Wilson (California)
• Jagger, Mick
• Janesky, Lawrence
• Japan Transport Safety Board (JTSB)
• Jennings, Keith
• Jobs, Steve
• Job seeking, social media and
• John Lewis
• J.P. Morgan
• Just-in-time intelligence, agile sales and

• Kardon, Brian
• KC Kids Doc blog
• Kendall PRess
• Kerry, John
• Kessler, Andy
• Kickstarter
• Kim Jong-un
• Kindness, defining business in marketplace and
• Kriss, Peggy

• Lagerweij, Hans
• Land, Summer
• Language
• Large organizations, social selling process built into
• Lattice Engines
• Leads
• Learning parties
• Letts, Guy
• Lewis, Michael
• Lieberman, Joe
• LinkedIn
• Lloyds TSB
• Location, defining business in marketplace and
• Louis Vuitton
• Lowe's
• Loyalty card purchase records

• MacAulay, Jaymie
• Madonna
• MailerMailer
• Making stuff up
• Mamet, David
• Marketers, role of
• Marketing
  • buyer persona profiles and
  • coexistence between sales and
  • freemium model of
  • new rules of
• Marley, Bob
• Mashable
• Massachusetts Family Insurance blog
• McGlynn, Larry
• Mele, Nicco
• Metro Bank
• Meybaum, Hardi
• Microsoft
• Midnight oil class, at Bunker Hill Community College
• Mobile technologies
• Moneyball
• Morocco, produce differentiation in marketplace in
• MSNBC
• “MSU behavior,”
• Mubarak, Hosni
• Multicare Health System
• Multiple buyer personas

• Napster
• NASA
• National Do Not Call Registry
• National Football League
• National Political Do Not Contact Registry
• National Transportation Safety Board (NTSB)
• Netflix
• Netscape Navigator
• New Orleans Jazz & Heritage Festival, Acura mining tweets for
• NewsFire
• Newsjacking
• News updates, instant
• New York Sports Club
• New York Times
• Night shift workers, midnight college classes for
• Nike
• Nimble
• Nobis Hotel
• NOLA Buenos Aires
• Nonprofit world, trigger events in
• Non-sales leads

• Octopus Creative Group
• Old school sales, social media added to
• One-to-one engagement, buying process and
• Online travel booking
• OPEN Cycle
• Open-ended questions, buyer interviews and
• Opt-outs
• Oracle
• Oreo
• Organizational stories

• Palmer, Amanda
• Pandora Internet Radio
• Parametric Technology Corporation
• Parker, Sean
• Parks, Mary E.
• Patel, Smit
• Personal branding
• Person-to-person (P2P) connections
• Petitjean, Matt
• Philadelphia Sports Club
• Photos, social networks
• Pierce, Jonathan
• Pink
• Pink Floyd
• Pinterest
• Pitt, Brad
• Ploof, Ron
• Pollan, Cliff
• Ponzi schemes
• Porter Airlines
• Postwire Health
• Predictive analytics
• Presidential campaigns
• Pretty Lights
• Price, defining business in marketplace and
• Price books
• Princeton University WordNet database
• Printing press
• Private car services
• Procter & Gamble
• Products, defining business in marketplace and
• Public relations
• puerta cerrada restaurants
• Puglia, Lisa

• Quark Expeditions

• Radian
• Raiser's Edge
• Ramone, Joey
• Real-time communications, development of
• Real-time engagement
• Real-time mind-set, agile sales and
• Real-time sales opportunities, newsjacking and
• Real-time technology, big data, sales, and
• Red Sox
• Reebok
• Referrals, social personal branding and
• Registration forms
• Rental car industry, buyer personas and
• Responses, systematizing
• Restaurant reviews
• Revella, Adele
• Revenue growth
• Reviews
• Rich data
• Ritchie, Guy
• Roberge, Mark
• Robocalls
• Rodriguez, Alex
• Rolling Stones
• Room to Read
• Ross, Heather
• Rowley, Jill
• Royal Bank of Scotland
• RSS feeds

• Sabry, Ahmed
• Sage Ltd.
• Sales:
  • agile
  • big data, real-time technology, and
  • buyer personas and
  • close, merging of content, and
  • content-driven
  • defining business in marketplace and
  • marketing aligned with
  • new rules of
  • newsjacking and
  • old rules of
  • revolutionary transformation in, reasons for
  • service aligned with
  • universal involvement in
• Sales Benchmark Index
• Sales force, educating
• Salesforce.com
• Sales managers, social selling and
• Sales model, broken
• Salespeople:
  • buying process and
  • as consultants
  • educating
  • as experts, prior to the web
  • as information brokers
  • questioning need for
  • role of
• Salesperson expert, web-educated buyer compared with
• Sam, Michael
• SayHelloThere
• Scam artists
• Search engine optimization (SEO) phrases
• Search engines
• Sedwick, Rebecca
• Seiko Epson Corporation
• Self-publishing
• Self-storage facilities
• Selling Power, Inc.
• Selling Power magazine
• Service:
  • content-driven
  • defining business in marketplace and
  • great
  • marketing aligned with
  • new rules of
  • old rules of
  • revolutionary transformation in, reasons for
  • sales aligned with
  • superior, new leads and
  • universal involvement in
• Sheen, Charlie
• Shrinking industries, growing business in without leads
• Siemens Metals Technologies
• Signal and the Noise, The: Why So Many Predictions Fail--but Some Don’t (Silver)
• Silver, Nate
• Simon Property Group
• Simons, Jay
• Simon & Schuster
• Sinnett, Mike
• 60 Minutes
• Skype
• Social debt
• Social media
• Social networks
  • adapting to
  • exercise and
  • job hunting and
• Social personal branding, new competencies and
• Social selling:
  • building into large organizations
  • customer relationship management and
  • teaching skills of
• Social success, training for
• Software as a service (SaaS) computing
• Sorstall, Scott
• Spam
• SpareFoot
• SpareFoot Storage Trends report
• Speed, as decisive advantage
• Spiro, Keith
• Sports clubs
• Squeeze pages
• StandUpPouches
• Staples
• Star, The
• Starbucks
• Stella Di Mare Hotel (Egypt)
• Stephens, Louisa
• Stories. See also Organizational stories
  • businesses built with
  • conflict in
  • customer
• Storytelling
  • authentic
  • Columbia College website
  • mastering art of, for any organization
  • online travel research and
  • presidential campaigns and
  • sports clubs and
• Success, ideas and options for your organization
• Surveys

• Telegraph, The
• 10-4-1 Rule
• Tesla Motors
• Text messaging
• Thomson, Anthony
• Time Warner Cable
• Tombrakos, Joanne
• Tootsies World Famous Orchid Lounge (Nashville)
• Total Basement Finishing
• Town Sports International
• Trade shows
• Training for social success
• Travel business, New Rules of Sales and Service and
• Trigger events
• TripAdvisor
• Trippi, Joe
• True Religion jeans
• Trust
• Tumblr
• Tumi Frequent Traveller bags
• TweetDeck
• Twitter
• Twitter profiles, components of

• Uber
• Universities, multiple buyer personas and
• U.S. Department of Transportation
• USAir
• USA Today
• Used care salesman stereotype
• Ustream

• Videos
  • calibration of
  • healthier patients through
• Vine
• Viral marketing
• Vodafone Egypt
• Vroomen, Gerard

• Waldman, CJ
• Wall Street Journal
• Walmart
• Warren, Elizabeth
• Warta, Matt
• Washington Post
• Washington Sports Club
• “Weather Happens—Be Prepared” (Almeida)
• Web analytics
• Web content, buying process and
• Web-educated buyer, salesperson expert compared with
• Webinars
• Web Liquid Group
• WebMD
• Websites
• Weil, Doug
• Weiner, Anthony
• White papers
• Who, The
• Wicks, Gary
• Wired magazine
• Woodman, Nicholas

• Yahoo!
• Yale Appliance + Lighting
• Yellow Thunder
• Yelp
• Young, Paull
• YouTube

• Zappa, Frank
• Zuckerberg, Mark