Recent Posts

The Customer Code of Ethics: The Seven Beliefs of a Great Service Attitude

The Customer Code of Ethics: The Seven Beliefs of a Great Service Attitude

My father is a retired Colonel in the U.S. Air Force. He has a PhD in philosophy and taught at the Air Force Academy most of my childhood. He taught morality and ethics and spent his free time teaching it to me and my two brothers. A Code of Ethics... Read More»

7 Behaviors That Really Successful People Have Mastered

7 Behaviors That Really Successful People Have Mastered

We've all heard of "The 7 Habits of Highly Effective People," but what are the behaviors that the most successful people have in common? We covet the success of CEOs and entrepreneurs, from Steve Jobs and Sheryl Sandberg to Beyoncé and Jay Z. Some people seem to have it all,... Read More»

Using Partnerships to Provide Unexpected Customer Service

Using Partnerships to Provide Unexpected Customer Service

Gone are the days when customer service was a boring chore, a necessary evil, an unglamorous afterthought. Today’s customer service has the potential to be nothing short of thrilling. By forging smart partnerships companies of all sizes can create unexpected benefits and transform customer service from an afterthought into a... Read More»

Social Media: Productivity Engine or Time Suck?

Social Media: Productivity Engine or Time Suck?

Social media can be the biggest productivity time suck in the world, or it can propel your business to the next level. You choose. Do you contract out your company’s social media work out, or do you enjoy working it yourself? There are a few tips and tricks to staying... Read More»

Why—And How—You Should Build Your Personal Brand

Why—And How—You Should Build Your Personal Brand

“Life isn’t about finding yourself; it is about creating yourself” – George Bernard Shaw Whether we like it or not, we are the managers of our own personal brand. Here are the three things I have done to build my personal brand—and you can too! 1. Shine Bright Like A... Read More»

What You Say on Social Media Influences How People Invest

What You Say on Social Media Influences How People Invest

Investors are influenced by research they find in social media—and companies that reach out can create relationships and a competitive advantage. Moreover, this strategy is likely to become more, not less, important as younger digital natives become wealthier, because they rely on and are influenced by social media more. Having... Read More»

Optimize the High Touch of High-Tech Customer Service

Optimize the High Touch of High-Tech Customer Service

As customers seeking help, we know we want fast, responsive service. That’s obvious. We are less aware of how the tone and language of the real person or automated voice responses affect us. Yet with apt use of big data analytics, companies can customize customer service to answer specific questions... Read More»

Building Your Prospecting Engine

Building Your Prospecting Engine

I admit it: if I had to think about prospecting, I probably wouldn’t do it. I can find any excuse not to prospect, kind of like I can find any excuse not to work out or eat healthy. However, if I don’t prospect consistently, I end up with no pipeline—which... Read More»

Getting the Unsaid Said: The Key to Collaboration, Innovation, and Growth

Getting the Unsaid Said: The Key to Collaboration, Innovation, and Growth

Have you ever thought, “If only they had told me what was really going on and what they wanted, I could have done something about it”? Or, perhaps at times you have withheld opinions and ideas and thought to yourself, “Why bother sharing my opinion? What difference will it make?”... Read More»

Early Failure Is Better than Late Failure

Early Failure Is Better than Late Failure

There’s a well-worn sales adage that says that the next best thing to a ‘yes’ is a fast ‘no.’ Of course this is true. Spending time on a sales opportunity you’re not going to win is a waste of time. Thankfully, some buyers understand this, and will treat you respectfully,... Read More»