Customer Focus
Customer Focus
In Inside the Mind of the Shopper, Herb Sorenson challenges retailers’ prevailing assumptions about shoppers’ needs, wants, and behaviors. His findings from decades of in-store research indicate that...
In Emotional Intelligence for Sales Success, Colleen Stanley introduces sales associates to the idea that oft-ignored emotional intelligence skills such as empathy, rapport, emotion management, and...
A method for reaching the affluent through their affinity groups. Endorsements are gained for reasons that go beyond the basic product or service the networker offers. High performance networkers do extraordinary...
Because technology has changed business so drastically, Stein believes that the sales principles and strategies professional salespeople learned in school, the techniques they read in books, and the tips, tricks, and...
Achieve Sales Excellence is based on a 14-year study by the HR Chally Group that surveyed over 80,000 customers in fifteen industries and revealed a new paradigm for business-to-business selling. While...
In 1912, the Procter and Gamble Company introduced Crisco, a solid vegetable shortening that was created in the lab and advertised as a replacement for the usual animal fats. P&G then turned from product...
In Who’s Your Gladys? Marilyn Suttle and Lori Jo Vest present ten companies that have achieved remarkable success by focusing on customers and building long-term relationships. These companies have...
Society is entering an age where new forms of mass collaboration are changing how goods and services are invented, produced, marketed, and distributed on a global basis. This change presents far-reaching opportunities...
Big-business syndrome can be recognized by a highly centralized and bloated bureaucracy, an increasing number of meetings merely to reach decisions, and interdepartmental transference of problems. Tateisi first noticed...
In Pay Attention!, Ann Thomas and Jill Applegate present a guide for addressing the customer service challenge in a modern age where consumers are more skeptical, demanding, and self-reliant. Things...
