Discussing the benefits of strong customer service to the buyers and providers.

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Dear Lee, I have worked in sales for the past fourteen years and have seen fads come and go. The latest is CRM that, my company has forced upon me. Isn’t CRM just another way for my company to act like BIG BROTHER to watch and monitor my every move? Stan, Tx Dear Stan, Would you board a commercial airline if you knew, 1) the plane was lacking a navigational system, 2) you would be flying to the busiest airport in the world without the aid of an air traffic controller or radar, and 3) the pilots would not have any radio contact to direct their take off or landing approach? Most likely not. CRM is not a fad nor is it a way for your company to act as BIG BROTHER! CRM is a navigational tool that, when used properly it will increase your profitability, productivity and enhance your customers buying experience. I believe that what you are really asking is, what is in it... (more)

Personal Branding Book Review by Marshall Goldsmith

New Media on Ulitzer I had the privilege of serving on the Board of the Peter Drucker Foundation (now the Leader to Leader Institute) for ten years. Peter was a pioneer in understanding the impact of knowledge workers in the new economy. He simply defined knowledge workers as ‘people who know more about what they are doing than their boss does’. In a world where knowledge workers are the key to value in most corporations, personal brand management becomes critically important. Professionals at all levels will need to be able to communicate their unique brand within and across or... (more)

It's the Little Things

I found inspiration on my way to a horse show. My trainer is always better with caffeine in hand, so I was motivated to find her coffee. I stopped at a little Ma and Pa gas station - the fourth place I'd tried. The others  were out of brew and too busy to make more on this particular morning. The pot was empty here too - what are the chances?  As I turned to leave the owner stopped me - offered to make a fresh pot. It wouldn't take 5 minutes, while I was waiting he'd run my truck through the car wash for free. Thelma (my F-250) was definitely due for a bath - so why not? I paid ... (more)

The Vital Role of Customer Experience By @AriaSystemsInc | @CloudExpo [#Cloud]

The Vital Role of Customer Experience and Lifetime Value By S.A. Morrison My bright blue bathing suit had turned pale pink from all the chemicals in the pool and I knew it was only a matter of time before the chlorine ate through the nylon fabric. Once, when I waited too long to replace an old suit, the front of my trunks ripped wide open and the see-through mesh lining underneath left little to the imagination. I did not want to repeat that walk of shame back to the locker room. So I did what millions of shoppers do every day: I signed into Amazon and with a few simple clicks, ... (more)

Authentic Personal Branding Concept

New Media on Ulitzer "The Secret" was launched by Rhonda Byrne in 2006 and says that thoughts have an energy that attracts like energy and you attract into your life whatever you think about. This tool refers to what Buddha said: "What you have become is the result of what you have thought". It suggests the following: "your dominant thoughts will find a way to manifest. ... Whatever you focus on the most is what will be most attracted to your life. ..Once you are aware of this law and how it works, you can start to use it to deliberately attract what you want into your life... Li... (more)

Business Service Management: Aligning Business & IT

When Rick Berzle and Bill Keyworth asked me to join them to build a site on the topic of Business Service Management, I immediately said yes. The result is BSMReview.com, a site which seeks to analyze the best and next practices in business service management from a third-party point of view. The experts that Bill has brought to the site are literally a who's who of the best and most trusted people in the field: Peter Armstrong, Tom Bishop, Malcolm Fry, Israel Gat, Peter McGarahan, Richard Ptak, and Ken Turbitt. And that's just for the launch. Bill is recruiting more experts even ... (more)