Editor’s Note

The word ‘crisis’ generally carries a negative connotation. Wikipedia defines it as, “An event that is, or is expected to lead to, an unstable and dangerous situation affecting an individual, group, community, or whole society.”

The Five PR Opportunities Of Crisis: Crisis and opportunity: Two sides of the same coin

When lecturing to my graduate students about crisis I use this quote to launch discussion of the subject. Why? Because we often focus on that first Chinese character only… danger. Organizations often get paralyzed during a crisis. People become consumed with working long, frenzied, and stressful hours addressing the issues at hand. In public relations (PR), we focus on the rules and stages of a crisis… including early detection signals, response, apology, restitution, and ultimately forgiveness.

Sales and Service Excellence June 2016 Advertisers

How To Increase Your Company’s Value By 25%?: Service culture is the key

If you focus on your competition, you will constantly be playing catch-up. While you and your competitors are busy fighting over fractions of a market-share point, someone else will come in and completely change the game. In May of 2003, I experimented with nine service leaders. I invested $1,000 in each of the service leaders (discussed in the article). I wanted to prove that service leaders continue to grow because they focus on the service strategy.

6 Keys To Maximize Sales Incentive ROI: Are you investing in your sales wisely?

Companies invest millions in sales incentives, but are they investing wisely? Are there approaches to sales incentives that bring out the best in our sales force? And what role, if any, do other elements such as communications or analytics play in bringing out the best return in a sales incentive program?

Reversing A Global Sales Effectiveness Crisis: Understanding why sales teams fail

A CSO Insight’s report, “2015 Key Trends Analysis of Sales Performance Optimization” shows a global sales failure rate of a staggering 41.9%. It’s easy to blame outside factors—global competition, copycats, changing market conditions, or even a bad marketing process. However, the truth is, if we’re going to turn sales performance around, we have to take a good, hard look at sales process.

Can Brain Surgery Help Your Business Grow?: Neuroplasticity in business

It started with what appeared to be a stroke. Yes, this is about your business, please stick with me here. We'll highlight something that can help you to grow your business more consistently and systematically.

The Inner Game Of Sales: 3 critical beliefs that characterize high performing salespeople

All sales professionals understand that sales is a game, and like any game, it is played in the mind as well as on a field. Its external form is packed with strategies and tactics while its internal component reflects the beliefs and baggage that either support or hinder success. To maximize potential and achievement, the salesperson must excel at both controlling the internal aspect and executing its external one.

How To Gain More And Better Customers Using Big Data?: Top five tips

For many small businesses, “Big Data” isn’t ever a consideration. However, Big Data isn’t just for big businesses as current technology makes data-driven marketing realistic for all businesses, regardless of size.

Got Business Manners?: Putting your best foot forward for better customer service

At one time or another, most consumers — including you — have had the unpleasant experience of being treated rudely, ignored, or abandoned altogether by people whose job it is to provide you with a given product or service. Amazing? Not really. Infuriating? You bet. Correctable? Absolutely.