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There's nothing wrong with measurement per se. But what results from repetitive microscopic measurement tends to be just the belief that people exist for the company—not the other way 'round. Are you killing the very thing you want to measure? Read More

Many projects and products make promises that rely on faith and finger crossing, and when they fail they destroy customer trust. But making different promises, the way Apple and Google do, can wow your customers and increase their trust, loyalty, and satisfaction. Read More

When talking to prospects, it's important to present an image as a knowledgeable and professional advisor. By communicating your genuine interest in working with them and ensuring that prospects feel acknowledged, you increase the chances of winning the battle for new clients. Read More

Here's the secret, and whisper it to all your sales and marketing folks, to all your service people, to anyone whose work will somehow touch and impact the customer's experience: As customers, we are absolute suckers for authenticity. Read More

When initiating change, lots of attention is given to "the masses." It's assumed that the "best and the brightest" will embrace and lead large scale change. The research here shows that such conventional wisdom is neither conventional nor wise. Read More

Intellectual firepower may give you the ability to analyze situations. It doesn't give you the willingness to decide on the basis of incomplete information. It doesn't, necessarily, give you the skills to convince others that your ideas are good ones. Read More

Most sales people skip the essential sales step for each and every prospect that's worth converting to a customer/client. It's an investment that honors the buyer's time; it signals to the buyer that your interest lies in their best interest, not yours. The "slow down and sell more" secret lies in creating value before the call. Read More

Here's the paradox: software developers make generally trustworthy products, but very few of our customers trust the promises we make. IT consultant Clarke Ching discusses 10 great insights on how you can earn your customers' trust no matter what business you're in. Read More

Business author Charles H. Green makes the radical suggestion that companies should hook up their own employees with recruiters -- to increase employee engagement and retention. Counter-intuitive and brilliant stuff. Read More

Most sellers are not trained to see things through the buyer's lens. But if we set down our own lens and walk around to the buyer's side to see their view, we'll understand their situation with more clarity and exponentially increase our ability to bring them value. Read More