The 5 outcomes to a Sales Process (and not all of them are great!)

In most ‘traditional’ sales strategies, the focus is usually on ‘getting a sale’. However, this is far too simplistic… in today’s world of instant online reviews and the empowered customer, it’s downright dangerous. In fact there are five outcomes to a sales process, and they all need to be considered, trained and considered in order […]

How do we gather feedback effectively?

How do we gather feedback effectively? In the world of the empowered customer, feedback is the breakfast of champions. In the ‘old world’ of one way mass communication, marketing was king, but as this changes to the world of two way mass communication, the power of marketing continues to diminish and the power of engagement […]

Why doesn’t customer service training work?

Why doesn’t customer service training work? Because you can take a horse to water but you can’t make it drink. You people WANT to do a great job, but they are faced with a million things that are stopping them: How they are treated How they are feeling (this one is not really in your […]