An age-old business maxim is to “know your customer,” but today’s customer experience professional must turn to big data and analytics to fill in the gaps.
In my first sales job, I had a very tough product to sell: advertising for the worst TV station in our market. In order to earn our customers and deliver actual value for them, we had to hustle in a major way and get mega creative. Media buyers didn’t readily see the upside of placing ...
Clearly the traditional view of Marketing–simply being a lead generation engine, focused at the top of funnel–no longer holds true. Marketing has a rapidly evolving role that takes it much deeper into the buying process than ever before. Neil Rackham defines it like this: “The role of marketing in the consultative problem-solving sales is around ...
In the world of customer support, skills matter – and, for the most part, these skills will go largely unnoticed by customers, of course, unless they are absent. That is to say, a customer is more likely to notice poor customer service skills before they recognize someone for their superior skills. But, regardless, it should ...
What kind of people do you really need on your sales force? Let’s continue in our current series of lessons, and have a look back at the composition of the Continental Army fighting for American Independence, and the British army at the time. I pointed out at the end of my last post that what ...
The urgent importance of the elusive C-suite executive is a pervasive misconception that leads to wasted time, effort and money.
Interview with Frank Cespedes, Part 2 Frank Cespedes teaches at Harvard Business School, and is the author of Aligning Strategy and Sales: The Choices, Systems, and Behaviors that Drive Effective Selling (Harvard Business Review Press), which was cited as “the best sales book of the year” (Strategy + Business), “a must read” (Gartner Group), and ...
Without confidence you are twice defeated in the race of life – Marcus Garvey Confidence comes from clarity of thought. It comes from self-reflection and self-awareness, and also often comes from painful lessons learned. Confidence transmits itself quietly–not with bluster and noise but with an inner calm. Still waters run deep, and confidence built on ...
