Always create a powerful connection with your customer Have you ever thought about the criteria your customers use to evaluate positive service interactions with your organization? According to Zeithaml, Parasuraamn and Berry from their book Delivering Quality Service: Balancing Customer Perceptions and Expectations, there are 5 key areas that customers use to evaluate service: Reliability- […]
Soon it will be St. Patrick’s Day and we will be talking about the the luck of the Irish. In an article by Joe Sherlock, he points out that Luck is simply Preparation meeting Opportunity. That’s what the Irish (and other immigrants) did. They were prepared to find and cultivate opportunities; they made their own […]
Many sales professionals know that a positive attitude is a key element, perhaps the most important element, to success in sales. Even though they know this, most sales professionals find it extraordinarily difficult to maintain a positive attitude all day, every day. The reason: most likely because they believe that their attitude is the […]
Business leaders today have found that developing a strategy and a plan is far more effective than leaving the future to chance. Furthermore, the key factors that create higher levels of motivation and commitment continuously fuel higher levels of achievement. Finally, the effective implementation of the plan is as important as planning. This is the […]
Almost everyone knows that you should prioritize your activities. Almost everyone knows that you should complete your urgent/important/critical tasks each day. Almost everyone knows that planning your day makes more sense than letting others do your planning for you. Everyone knows, but very few do. Why? That’s what finally fascinated us and the answers are […]
During this new decade of service-oriented industry, a mastery of Customer Loyalty can mean the difference between success and failure. The corporate trend of raising Customer Loyalty is an art form, treating service as a product that needs to be learned inside and out, and marketing service to customers as vigorously as if it were […]
Business in recent years has taken on many new and complex dimensions, and this trend is likely to continue. The field of sales has also seen some dramatic and far-reaching changes. Today’s salesperson, as well as today’s buyer, is better educated, more informed and has more options than ever before. These changes have created new, […]
A leader combines the vision and curiosity of a dreamer with the practical engineering of a builder. A leader is goal directed, looking forward with anticipation toward the attainment of goals. Goals give meaning and purpose to life and serve as a continuous source of motivation in the pursuit of all activities. The capacity for […]
Management over the last quarter century has taken on many new and complex dimensions, and this trend is likely to continue. Advancing technology has created new and exciting possibilities in every organization. Progress creates challenge, and the challenge facing management today is: developing an organization that can meet tomorrow’s goals while continuing to meet the […]
Success in today’s complex global arena is challenging and the rules are changing. For an organization to compete globally, executive leaders will have to create an organizational culture in which everyone is challenged to seek innovative and improved methods of doing business. Leading today’s organization into tomorrow’s competitive arena will require teamwork, collaboration and speed. […]