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There is no doubt that an all-star team is capable of winning; however, building such a team does not always guarantee you the best opportunity for higher levels of achievement—or of sustained success.
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Hiring the most talented candidates available may get you an all-star team, but it won’t necessarily bring you a championship season. In fact, hiring candidates with like talents can be detrimental to your overall business goals.
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The four levels of value provide an orienting generalization that gives guidance on what your dream clients value. Because value is in the eye of the beholder, creating value means providing something your client perceives as value (for a primer on value creation, read this post).
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Did you know that analysts predict that by the year 2020 the key differentiator will be the customer experience. Crazy, right? Think about it…..how you treat your customers will overtake price and product.
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In today’s fast-paced business climate where nothing is certain but rapid-fire change, masses in business and work life have surrendered themselves to “overachievement” in pursuit of career success.
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I find it helpful, and efficient, to understand that there are three different types of communication and to use them intentionally and strategically in interactions with other people.
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There’s often a disconnect between organization leaders and customers. Leaders live in a customer-free zone where they don’t interact with customers on a daily basis and therefore don’t know what customers most desire.
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I'm guessing you've heard the phrase "above and beyond" before, especially when it comes to delivering exceptional customer service and care to your clients. But I'll wager that you haven't heard how you can use the ABC(3) model of customer service to deliver on "above and beyond."
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As human beings, we’re hardwired to assess situations and draw conclusions based on instincts and emotional reactions. This is what’s enabled us to survive threats from predators, wars, and other dangers throughout our history.
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