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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"Courage doesn't always roar. Sometimes courage is the little voice at the end of the day that says 'I'll try again tomorrow'." This quote more often than not reflects my…
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As the saying goes, "If you can't take the heat get out of the kitchen". Once again MasterChef has served up some great life lessons. Last year I wrote about…
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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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Many sales cultures are traditionally based on respect for authority, status and success, and encouraging competitive, challenging and achievement-oriented atmospheres. Although this is not true for all businesses, especially in…
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How many of us entered our sales careers with our eyes wide open? Fully aware of what it takes to be an effective sales person - ably resourced with the…
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Culture Fit was voted by you as the number 6 Sales Trend for 2010. What is Culture Fit? Well the first place you are likely to hear about Culture Fit…
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We are not born with our beliefs or values, they are taught to us. Our thoughts, feelings, views and opinions about the world are shaped by our experiences of many…
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With information comes choice and without proper guidelines and filters in place, too much information and too many choices can lead to indecision. Indecision can then lead to paralysis making…
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