Adding selling pressure to the functional responsibilities of front line and back end service teams can backfire. First, these teams are not hired, or trained, to sell. Next, these teams may not have time to sell effectively, especially when actively serving customers. In taking my storytelling speaking programs and workshops to organizations and associations like… [Continue Reading]
Why Selling Pressure impedes Service Delivery Quality
Update and upgrade by taking a STEM or Left Brain Colleague to coffee!
Once a week, take a STEM or Left Brain Colleague to coffee! Yes, I am not crazy. I have not lost my marbles. Oh, and if you are reading this post, and happen to be one of those STEM or Left Brain professionals, you know what your mission is. Find a non-technical, non-STEM colleague and… [Continue Reading]
Why Technical Decision Makers tune out Right Brain Professionals
Any right brain professionals who have conversations with technical decision makers know one thing. These decision makers are skeptical: of everyone and about every presentation and conversation. Why? Their careers depend on their skepticism. Technical decision makers must make the right decision based on the right information. Otherwise, engineered outcomes and data models fall short… [Continue Reading]
Why Business Decision Makers tune out Left Brain Thinkers
Ah, the life of left brain thinkers is complex and frustrating. These professionals, including STEM professionals (Science-Technology-Engineer-Mathematics), often are the smartest people in the room. Hands down. They also are the hardest-to-understand people in the room. That is why business decision makers turn off and tune out presentations and communications from the left brain thinkers… [Continue Reading]
The Customer Experience Glass remains at Half Capacity
A customer experience glass exists for your organization or association. How would your customers or members describe it? Most groups I speak to rely on a traditional 5-point customer satisfaction rating scale to keep them going in the right direction. Yet, as a planning tool, this scale falls short of delivering the insight and direction… [Continue Reading]
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