Posts Tagged ‘Solving Problems’
The 4 Cs of Contact Center Customer Service
Recently I had to call the contact center of FootJoy regarding an order I had placed on their website for golf shoes. With a size 11 woman’s shoe, it is almost impossible to find golf shoes in local retail outlets. In the FootJoy order process, the size menu defaults to a size 5.5 and you…
Read MoreThe Like Element
We’ve talked several times about the concept that no one buys anything until they know, like and trust the company who is doing the selling. If you aren’t on their radar screen, they can’t possibly know you exist. So marketing’s first job is to identify the right audience and put us in front of them…
Read More4 Steps to Prepare Your Business for a Required Pivot
You will be pivoting your business in your lifetime, whether you are a new startup, or a mature company like Motorola or IBM. You can count on it and plan for it, or you wait for the next survival crisis brought your way by this rapidly changing world. You can even give it a more…
Read MoreProduct versus Solution Selling
It must be that time of year, but recently I’ve gotten a number of queries from thoughtful executives: “Dave, we need to transform the way we sell from product to solution selling……” That statement is always a little confusing to me, naturally I ask, “What does that mean and why do you want to change?”…
Read MoreHow to Reduce Workplace Drama and Improve Results
Is it just me in my role as business advisor, or is emotional drama in the workplace increasing? Team members seem to be spending more and more time venting to anyone who will listen about the motives and actions of others, and less time introspectively focused on their own productivity and accountability. The result is…
Read MoreCommon Workplace Frustrations and How to Overcome Them
Frustration at work can be difficult to deal with, leaving us unsure who to turn to or what to do. It can soon become overwhelming and end up in negativity and disappointment to the point where we all lose our work enthusiasm. But, it doesn’t have to be this way. Obstacles can often be minimized…
Read More4 Simple Strategies for Pulling Out of an Entrepreneurial Funk
There’s nothing quite as fulfilling as launching your startup and seeing it through its first few months or years of infancy. You get so addicted to its success that you spend all your waking hours thinking about a new customer acquisition strategy or an impending meeting with a big investor. You even find yourself thinking…
Read More4 Reasons to Love Complaints
We all know that one person who loves to complain. It feels as though they always have something negative to say about the food, or the service, or whatever they deem sub-par that evening. As much as this type of person may annoy you personally, small business owners should love the complainer. In fact, embracing…
Read MoreThe Review is In
Last week we explored how customers have taken to the web, social networks and review sites when they have something to say about a company or any customer service need—good or bad. This isn’t just a retail problem. B-to-B customers can complain about you on Twitter or Facebook and there are new review sites cropping…
Read MoreHow to Make a Small Problem into a Big One
Allowing small problems to escalate into big ones is simple. Just ignore the signs for long enough and the job is done. It takes far more energy to review regularly the key performance indicators you’ve established for each individual and yourself. But a small excursion caught early and corrected saves massive corrective resources later. Take…
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