How many times have you called up a company’s customer service department and heard the message “Your call may be monitored for quality and training purposes.” Have you ever wondered whether your recorded call impacted more than just a performance evaluation of the customer service rep? You and I know the folks who have legendary… [Continue Reading]
Customer Service is Customer Discovery
How Scalable is your Business? – Year-End Reflections
Scalable businesses, whether small to mid-sized, franchises or startups, are the true test of your company. All of us dream of business success: having a stable and loyal customer base who wouldn’t think of doing business with anyone else but us. We imagine our new customer pipeline on auto fill. In fact, we conceptualize business… [Continue Reading]
Commercializing your startup – Just another marketing exercise?
In working with pre-launch startups, there’s a lot of focus on getting a marketing communications strategy started, in order to build brand awareness and impact marketplace traction. I see the same strategy implemented with small to mid-sized businesses as well. How intimately are you connected with what’s going on in the heads of your marketplace?… [Continue Reading]
Professional Currency and ROI
Your professional currency – your professional value proposition – is the tangible value and ROI of your core capabilities to yourself, your company, your colleagues and your customers. It all boils down to whether you see yourself as an order-taker or an innovator. Do you want people to ask you “Can you do this?” or… [Continue Reading]
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