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Category Archives: Customer Experience

Do Salespeople Lie More Than Other Professionals?

  Compared to other professions, are salespeople disproportionately prone to lying? To reveal the answer, I searched online for most dishonest professions, and was rewarded with several surveys. One study conducted in 2014 listed the top 10 least honest (the number following indicates the percentage of survey respondents who believed the profession trustworthy): Lobbyists – […]

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Disobedience: A How-to Guide for Managers and Employees

Somewhere, a manager just ordered an employee to take a questionable action. To do something immoral or stupid. Something that causes harm to customers. There – it just happened again! In less than the time it takes to read this paragraph. Relentless wrongdoing. It happens all over the world. It was a demand to ignore […]

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Personalization: Gateway to Dystopia

Back in the ‘90’s, Robert, a project manager at a systems integrator, asked me for some technical guidance about automated identification. “I want to track people,” he said. “Basically, I want to know when a person enters a room, when he exits, when he’s out in the hallway. Wherever a person is, I need to […]

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Should Companies Stop Worshiping Sales Rock Stars?

“Can you find us a sales rep? And not just any rep. We want a rock star!” An ordinary request for something truly extraordinary. I hear it often. Lately, I began to wonder, what does this honorific mean? I searched online for sales rock star, and received a deluge of results. 23,800 of them, if […]

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How to Implement a Price Increase

This month, I had a remarkably cruddy customer experience. “So what?” you say. “That’s not unusual.” Agreed. But this foul was so grievous, I worried whether another company might repeat the gaffe. As a professional marketer – as a compassionate human being – I feel duty bound to intercede. If your company is about to […]

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