Being oversubscribed is the way for you to do your best work and spend more time with your existing customers than endlessly chasing new ones. It gives you more downtime to innovate your products rather than running around selling them. Oversubscribed allows you to build your brand rather than blending Read more…
Yes, a Unique Selling Proposition (USP) is important but what’s equally important is a talk trigger. The problem with USP is that almost every company has a selling point and only a few of them are unique. Terms like good quality and good service are selling propositions, but they aren’t Read more…
Competition in business used to be down the street. Today, with the rise of the Internet and social media, competition seems to be everywhere. Gone are the days we win over the customers based on the product or service alone. In the new world of competition, the relationships we build Read more…
Among the luxury space, Ritz-Carlton hotels regularly rank the highest in guest satisfaction, and it has won the reader polls as the best luxury hotel in the world. What’s more, Ritz-Carlton leadership center is named as the best global training company in 2007 issue of training magazine. In the new Read more…
At Disney, there are no employees. There are cast members who are living by Disney values and delivering extraordinary customer service and making the world a happier place. Disney cast members are empowered to make contact with any guest coming into Disney property. Disney calls this contact ‘on-stage’. On-stage is Read more…
Most businesses think they’re providing exceptional customer service while, customer satisfaction levels across many industries hasn’t improved for decades. Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree. This book will help you close that gap by re-configuring your customer service Read more…
All businesses are H2H. Forget B2B and B2C…. Business is about people selling to people that will be used by people. Sadly, most businesses are designed to keep ‘personal’ out of ‘business’. It doesn’t have to be like this. Your customers’ lifetime value (CLV) can be 10x of an initial Read more…
Core values of Zappos Deliver WOW Through Service (make WOW a verb at company) Embrace and Drive Change Create Fun and a Little Weirdness Be Adventurous, Creative, and Open-Minded Pursue Growth and Learning Build Open and Honest Relationships with Communication Build a Positive Team and Family Spirit Do More with Read more…