Two types of KPIs
When you think about Key Performance Indicators (KPIs), what comes to mind? If you’re like most people, you think of metrics that matter to your
September 28, 2022
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Looking to improve customer experience? Sell more!
Last week, I received a report from a colleague, John Goodman, Vice Chairman of Customer Care Measurement & Consulting (CCMC) that was based on a
October 19, 2021
Balancing productivity and customer service quality
Earlier this summer, I was relaxing by the pool at a well-known resort in Las Vegas. Because it was 100° in the shade, from the
August 8, 2019
The Seacret to Sales Success
Earlier this month, I met Adele. Not the Adele you’re thinking of – I’m not sure how well she sings – but this Adele can
September 21, 2016
Customer service is the new selling
The days of the boorish salesman portrayed in the 1992 film Glengarry Glen Ross – where the mantra “Coffee’s for closers” was used to both
May 16, 2016
Serving is selling
I recently struck up a conversation with my insurance agent, Kevin, about the link between customer service and sales. We both agreed that the line
July 16, 2015
Keep working for the referral
I know a successful Denver web designer whose mantra is: “Keep working for the referral.” In other words, even after he gets the business, he
August 11, 2014
The cost of efficiency
I recently called a local fence company to inquire about replacing the fence on the western side of my yard. Although I called during business
June 8, 2013
Exercise enthusiasm!
Much is said about a company’s responsibility to create an environment that fosters an engaged workforce, one in which employees are fully involved and enthusiastic.
January 9, 2013
