commercial blog of paul curtis, the business growth architect
25 October 2010 Leave a comment
According to Jeffrey Gitomer, as reported in WA Business News on 7 Oct 2010 p26, ‘The old ways don’t work any more’.
Personally, I don’t think the ‘accepted’ old ways ever did work. But he does have an interesting list of suggestions for succeeding in sales from now on, particularly with the advent of ‘social media’.
You can read what he has to say about sales methods for the new decade and/or watch his video clip below.
22 October 2010 Leave a comment
Ken Blanchard, as reported in an interview on www.mycustomer.com, explains where firms are going wrong with their customer service strategies – and how to solve these issues.20 October 2010 Leave a comment
Strategy is the primary focus of CEO’s worldwide, according to worldwide research of over 3,000 respondents conducted by Verne Harnish, as reported in WA Business News on 16 Sep 2010 p20.
But how to form a comprehensive strategy that is also coherent and simple enough to use? Harnish suggests 7 elements that must be included in any strategy. Are they in your strategy? Read SevenStrategyStrata to find out. Then post your own comments here.
18 October 2010 2 Comments
Are you satisfied with the number of clients you have? How often do they return for repeat business? Do you make it easy and enjoyable for them to do business with you?
All of these, and many others, result from the ‘moments of truth’ in your business. They create lasting impressions that determine whether or not you will turn the most sceptical client into your company’s biggest advocate.
So, what is a moment of truth?
It’s a sliver of time when clients or prospects interact with you and your business and decide whether or not to do business with you, to share you with their network, or to use your products/services again and again.
Jan Carlzon, in his book, Moments of Truth, defines them as “anytime a customer comes into contact with any aspect of a business, however remote, [as] an opportunity to form an impression.”
By strengthening the moments of truth in your business, you can accelerate your business’ growth to ensure your clients remain and continue up the ‘trust ladder’. The result is an increase in client acquisition, retention, and sales.
As a business owner, you want to be aware of common moments of truth, such as:
14 October 2010 Leave a comment
It’s common knowledge that hiring is costly, and having to re-hire even costlier. This is confirmed in a recent article published in BRW 2-8 Sep 2010 p15 entitled Huge cost of a bad choice which estimates the cost of an all too familiar situation and offers common causes.
To make a more detailed and accurate calculation of actual costs for a role or roles within your own organisation, go to the Replacement Costs Calculator at www.SalesRecruiters.com.au if you dare!
12 October 2010 1 Comment
Treating different people differently is the ‘universal’ truth of success in marketing, sales and service. Are you still trying to treat everyone the same? The result will be average customers experiencing average satisfaction, which means they won’t be your customers for very long.
Watch the video below for an insightful and entertaining discourse on the science of variability and how it applies to happiness for your customers.
8 October 2010 1 Comment
Here’s a list of changes that have taken place in the last 5 years that will affect your sales in the current decade, according to Jeffrey Gitomer, as reported in WA Business News, 19 Aug 2010, p26. Read the list at TheSalesWorldIsChanging-AreYou and make sure that you and your sales team are prepared.
6 October 2010 Leave a comment
Emerging directors have an important role to play. They need to show good judgement, balance, diplomacy, business experience and skills, and an understanding of basic motivation psychology. But above all, they need to show exceptional skill in the five key components outlined by Daniel Goleman in Emotional Intelligence, as reported in Company Director, Aug 201o, pp 52-53. Read ManagerToDirector.
4 October 2010 Leave a comment
Are you still applying 2oth century techniques of ‘carrot and stick management’ to incentivize your workforce? The evidence is clear that there is a mismatch between what science knows and what management does, and this disconnect persists, causing managers to mis-manage many jobs and personnel to the detriment of all stakeholders. This is not news; it’s just not practiced. View the video to make sure you’re not still stuck in the 20th century.
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