Sales
Jill Griffin on Earning Loyalty in a Search and Switch World
"I Googled it." These three words have single-handedly transformed the way customers buy across every industry and sector.
June 26, 2009 / Podcast # 09-26
The ability to compare price and product created by Internet search engines coupled with our insatiable desire for instant information have created a volatile new breed of buyer, the search and switch customer. In these bruising economic times, businesses unprepared to address this buyer are losing market share by the minute.
In her book Taming The Search and Switch Customer: Earning Customer Loyalty In A Compulsion To Compare World, loyalty guru Jill Griffin, advisor to Microsoft, Dell, Toyota, Marriott, HP, Days Inn and Western Union, provides a fresh, new arsenal of loyalty solutions uniquely calibrated for today’s compulsion to compare planet of buyers.
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Rachael Brown on Paying Employees to Quit
An unusual story in customer service training - with remarkable results.
July 11, 2008 / Podcast # 08-28
Founded in 1999, the online shoe retailer Zappos.com has been an astonishing success story, growing to nearly $1 billion in sales. Even more impressive than its sales numbers, however, are the numbers of customers who rave about Zappos’ customer service excellence. The company’s success at customer service starts with its training program. In this interview, Zappos training manager Rachael Brown tells Edgewise how the company develops its stellar customer service—and why Zappos offers new employees $1,000 to quit.
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Erich Joachimsthaler on Opportunities Hidden in Plain Sight
Companies must innovate to grow, but they often forget to look beyond their own brands.
February 22, 2008 / Podcast # 08-08
In his book Hidden in Plain Sight, Erich Joachimsthaler explains how you can spot opportunities that too often are overlooked. The book introduces the demand-first innovation and growth (DIG) model that shows how to become an unbiased observer of people’s consumption and usage behaviors. Refining this skill helps companies generate organic growth through new products, services, solutions, and experiences that truly enhance peoples’ lives.
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Rick Rickertsen on Selling Your Business Your Way
When you have devoted your life to building a business, there are fewer prospects as scary and exciting as selling it.
November 26, 2007 / Podcast # 07-32
In his new book Sell Your Business Your Way: Getting Out, Getting Rich, and Getting On With Your Life (AMACOM Books), Rick Rickertsen walks readers through the entire process of selling, from valuation and preparing the business for sale to finding a buyer and assembling and closing the deal. He also addresses some often overlooked concerns, including managing the emotional issues that can undermine business and financial decisions. Read more…
Lynne Waymon on making the most of your network
How do you take the fear and uncertainty out of making and managing your contacts?
August 24, 2007 / Podcast # 07-19
Lynne Waymon leads Contacts Count, a consulting and training firm for business and career networking. Her new book, Make Your Contacts Count (AMACOM) is a practical, step-by-step guide for creating, cultivating and capitalizing on networking opportunities and relationships.
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