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 industry and job function. If you work in a hotel, you may be thinking about KPIs such as occupancy, average daily rate, and revenue per
Last week, I received a report from a colleague, John Goodman, Vice Chairman of Customer Care Measurement & Consulting (CCMC) that was based on a 2021 Customer Delight Study conducted by CCMC. There was a section in the report titled Monetary Delighters that detailed the benefits of cross-selling to customers,
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 moment I settled into my lounge chair I was on the lookout for a beverage server. Within a few minutes, the server appeared carrying a
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 sell! I had just left the Apple Store at Park Meadows Shopping Center in Lone Tree, Colorado when I approached a cluster of kiosks teeming
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 recognize success and admonish poor performance – are gone. Certainly, there are still unscrupulous salespeople and gullible buyers. But it’s safe to say that today’s consumers
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 separating these two distinct disciplines is fuzzy. Where does customer service stop and selling start? Kevin said that while his company tends to reward agents
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 continues to work hard to deliver a breathtaking design to his clients in order to delight them – and inspire their referrals. But what impresses
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 hours, I received a recording. Rather than leave a message, I chose to send an email to schedule an estimate. Later that same day, I
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. And while it’s true that employers should treat their employees fairly, provide them with achievement opportunities, recognize their contributions, and promote cooperative relations with others,
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