If you WOW a customer at the Moment of Truth , the average customer will walk away and tell five people about the experience. If you, however, fail to meet the customer’s expectations at that moment , customers are very likely to tell 11 people about the problem they had with your company. If you […]
“Interpersonal interaction, though sometimes not the top reason for making a purchase, is almost always the reason for not repurchasing.” – Marshall Goldsmith, Don Brown and Bill Hawkins, What Got You Here Won’t Get You There in Sales!: How Successful Salespeople Take It to the Next Level, (McGraw-Hill, 2011). Leaders seem to forget that their […]
When a mission statement is well written, it serves as a declaration of purpose. But corporate mission statements are often little more than a descriptive sentence about products, aspirations or desired public perceptions. They’re more powerful when they clearly and specifically articulate the difference your business strives to make in the world. Here’s an example […]
Research shows that the right culture champions high levels of performance and ethical behavior. When organizations design and support a culture that encourages outstanding individual and team contribution, they achieve amazing bottom-line results.