The United States has been responsible for many great innovations but not all have turned out the way the inventors, architects or innovators intended. One such miscalculation was the introduction…
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Listen or thy tongue will keep thee deaf... - Native American Proverb How long do we actually listen to another person before we start interrupting? How quickly do our own…
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'Getting Personal' was voted as the Number 12 Sales Trends for 2011. Despite the advances in technology and the rise of the Internet, customers still want personal and single contact…
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'Procurement & Value Managed' was voted as the Number 8 for Sales Trends for 2011. In 2011 we are seeing the development, thinking and sophistication of the Procurement Profession accelerate.…
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In a world still recovering from the GFC and grappling with the buzz of social media, we are now in the midst of a war between retail and online shopping…
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Subjected to marketing and sales monologues for the better part of 40 years in the form of blanket advertising, product brochures and 'your call is important to us' busy signals,…
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I propose that customer service is an assertive act, a proactive role that has an incredible impact on the attraction and retention of customers. It represents the 'front door', the…
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Delighting customers does not build loyalty. Reducing customers' effort does. These were the findings from a large customer service survey conducted by the Customer Contact Council (CCC), and featured in…
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What's in a name? Well, there seems to be some confusion in the market place around the terminology used to describe those people who pay us money for goods, services,…
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Hundreds of thousands, if not millions of sales people around the world use sales scripts. Used properly, sales scripts act as scaffolding or bridgework to earn us the right to…
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