Personalization in a B2B World
“Hire character. Train skill.” – Peter Schutz In a real-world setting, a good salesperson would size-up a new prospect walking in the door and within seconds begin to tailor the conversation to that person’s needs. In the digital world of eCommerce and automated marketing, the union of data and content management technologies is allowing companies to replicate […]
Updates from SDL
“Honor to the soldier and sailor everywhere, who bravely bears his country’s cause. Honor, also, to the citizen who cares for his brother in the field and serves, as he best can, the same cause.” – Abraham Lincoln I just spent the last three days meeting with SDL leadership and customers at their annual Connect […]
Promises
“People forget how fast you did a job – but they remember how well you did it.” – Howard W. Newton Promises It was early in my career and late on a Friday night. All of my friends were out on the town and waiting for me. I had a report due that day and was working […]
Where Everyone Knows Your Name
“Courage is simply doing whatever is needed in pursuit of the vision.” – Peter M. Senge, The Fifth Discipline: The Art & Practice of The Learning Organization Where Everyone Knows Your Name “Where everyone knows your name… and they’re always glad you came…” Do you make our customers feel this way? Do you know them and […]
Loyalty or Sales Strategy?
“Action springs not from thought, but from a readiness for responsibility.” – Dietrich Bonhoeffer I have a favorite restaurant that I go to frequently; I’ll be honest… it’s the bar at a nice restaurant. I enjoy this place because the bartenders Jason and John make the experience so pleasant. Several months ago, the restaurant started a loyalty […]
Great, not Good Service
“In about the same degree as you are helpful, you will be happy.” – Karl Reiland I was working with our team in Seattle this week and we were discussing the tenets of good customer service. If I learned anything working at Nordstrom, it’s that good customer service is proactive, not reactive. If someone takes your […]
Feedback
Giving people feedback is one of the most important things we can do in our lives. One of my favorite books is called The Last Lecture, written by Randy Pausch. For those of you who don’t know the story, after receiving a terminal cancer diagnosis, Randy gives a lecture to his class which is a […]