It is the best part of the year. You have been performance managed and appraised. Your year-end rating has been cross calibrated / validated / ranked and stacked. You have emerged from the annual death match unscathed. Your rating has been moderated to allow for business results. Senior managers have assessed “the curve” to check it […]
W.A.I.T.
In his book To Sell is Human Dan Pink puts forward a simple idea. Whatever your walk of life you sell things: My wife sells doing the dishes to me I am selling ideas to you You sell projects to sponsors Every day we try to coax, cajole and convince people to do something for us. […]
Estimates and Anchors
Sometimes you will be asked a question and you won’t know the answer… How many customers will call? How many products will you sell? How much will the project cost? Sometimes you have to start with an estimate. How do we estimate? Let me explain with a question: how many people live in my home […]
Do You Really Need Big Data?
You think you need big data You need to understanding all those interactions and connections You need databases and decisioning tools and analysts and consultants You need to know what all those patterns are telling you You need the competitive advantage After all, knowledge is power, it is obvious, isn’t it? Maybe you could start […]
Six Musts if You Use Voice Response…
It is a bit of a touchy subject Should you use a: Voice Response Unit VRU, Interactive Voice Response IVR, one of those damn electronic things (call it what you will) to answer your customer’s calls? The naysayers will have you believe they damage “moments of truth” and ruin the “customer experience”. The fans will tell you they are hugely […]
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