Archive | Leadership

Why Reps Can’t Sell. It’s the (Selling) System, Stupid!

Two words for sales reps trying to get time with Pete Sattler, CIO of International Flavors & Fragrances: Lotsa Luck. You’ll need it, because you won’t get past his defenses aimed at avoiding time-wasting reps that pitch “feature bingo.” During his two decades of experience with sales reps, he’s also seen all the tricks designed […]

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Worst to First: How Five Customer-Centric Habits Enabled Sprint's Dramatic Turnaround

My family has been a Sprint wireless customer for more than 10 years. We’re happy now, but six years ago we almost fired Sprint due to dropped calls, billing problems and limited support for newer smartphones. Ironically, if we had called to complain often enough, Sprint would have fired us! That’s right, in June 2007 […]

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CXPA Raising the Bar for Customer Experience Professionals: Three Key Insights

Last week I attended my second CXPA Member Insight Exchange (MIE), the annual conference for the non-profit organization striving to “raise the bar on the performance of all CX professionals,” according to co-founder Bruce Temkin. It was great to return to the fabulous Hotel Del Coronado and catch up with CX industry colleagues, many of […]

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The Key to Success with Employee Empowerment: Work Backwards from the Customer

In the mid-1980s during my time at IBM, I remember an “empowerment” initiative that swept through the company. We attended training programs and learned that to be empowered meant we had to take more responsibility and be accountable for the results. Over the next couple of years the strategy unfolded, as IBM pushed more authority […]

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