DISTINCTION NATION
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PROJECT DISTINCT
ICONIC INSIGHTS
Leadership and the Customer Experience
The past two weeks for me have been spent Down Under working for my wonderful client, Volkswagen Group Australia. As I’ve met with many great folks – from those working in dealerships in Tasmania and New South Wales to those in the call center in the home office – I’m...
Over dollars for dimes
In a program I was conducting yesterday here in Sydney, Australia, I heard about a customer who had purchased a $90,000 automobile, only to find the battery in his key fob wasn’t working after only ninety days. “No big deal,” the customer reportedly thought, “I’ll...
Should Everyone Get a Trophy?
As I stood before the audience that represented a group many have considered entitled and spoiled, it was impossible not to be impressed with how seriously they were taking the message being offered to them. Here I was, before a couple hundred of the “everyone gets a...
Do you REALLY care about your customers?
If I would do a survey of the readers of this blog to ask the question, “Do you care about your customers?” -- my wager would be about 100% would enthusiastically answer in the affirmative. Perhaps a significant reason for such an overwhelmingly positive answer is...
Build trust. Go BIG.
An executive with Carreker Corporation, Robert Hall, wrote something in 2002 that has stuck we me all these years: “Every time a major company creates distrust through its actions with customers, it erodes the level of trust that customers have with all of their...
Are you a “sales bad-ass”?
OK, I’ll come right out with it: I despise many of the approaches that are prevalent today about how sales professionals should think and act. It’s my belief that some of these approaches are not only wrong – they can end up being toxic to the careers and livelihoods...