The Prize in Customer Surprise
Monday, 25 Nov, 2013
The Prize in Customer Surprise

My friend Chip Bell is THE go-to-guy when you need a speaker on the Customer Experience. I’m delighted he’s agreed to write an article for us on taking care of customers effectively and with integrity. In case you don’t know Chip, he’s the author of 20 (count em) books on how to make customers for life (my favorite is Wired and Dangerous: how your customers have changed and what to do about it but he tells me his latest book The 9½ Principles of Innovative Service is equally terrific).

Coaching with Integrity: facilitating buy-in for new solutions
Sunday, 27 Oct, 2013
Coaching with Integrity: facilitating buy-in for new solutions

As coaches, we aim to help our clients make the changes they seek. And yet they often fail to make, or maintain, the changes. There’s a reason: we approach change as a behavioral shift rather than a core transformation of the internal system. Change is a systems problem not a new behavior choice.
Let me […]

Buying Patterns, Buy Cycle, Buying Decisions
Wednesday, 16 Oct, 2013
Buying Patterns, Buy Cycle, Buying Decisions

As sales professionals, I’m sure you recognize that the sales model is merely a solution placement model: it ignores the behind-the-scenes human issues that buyers must address and decide on prior to buying, leaving sales people outside the meat of the decisions during the largest portion of the buying decision path.

A buying decision is a change management problem
Tuesday, 24 Sep, 2013
A buying decision is a change management problem

The sales model focuses on needs assessment and solution placement. Buying is a change management activity.

9 Steps that Influence a Buying Decision
Saturday, 10 Aug, 2013
9  Steps that Influence a Buying Decision

The steps of a buying decision differ from the steps of a sale.

The Heart of Business
Monday, 5 Aug, 2013
The Heart of Business

For decades, I have been a proponent of, and keynoter in the field of, Spirituality in the Workplace. There seem to be different names for it these days: the heart of business, corporate social responsibility, conscious capitalism, patient capitalism, bringing the heart to work. What it means, underneath all of the words, is that we recognize that we have a responsibility to care about each other, and the earth, and run our businesses in a way that end up with a net plus — not just increased profit.

What, exactly, are the skills we need to help make a difference, to help people choose to do ‘the right thing’? I’m going to offer some new thinking that’s in line with my biases.