i-was-wrong

As a competitive Asian Type-A perfectionist, admitting I’m wrong can be painful.  But discovering I was wrong about some developments in the business world has actually led me to learn some valuable lessons.  I thought you might benefit from my new insights, so here are six calls I got wrong starting with McDonald’s All-Day Breakfast: […]

human-factor-in-sales-excellence

Sales excellence depends on more than technology, data, and even great sales skills. People — sellers and buyers — must remain at the heart of every sales strategy.  Several writers made this point clear as they recapped their key learnings from Dreamforce 16, the recent installment of Salesforce’s annual conference (#DF16).  Here are a few […]

Last week, I attended Dreamforce 16, the annual conference by Salesforce.  I had been told it was one of the most inspirational conferences ever, so despite not being a Salesforce customer, not being in a sales or customer management role, and not really being into software/technology/data, I really wanted to check it out. Thanks to the folks at […]

percolate customer journey

A few weeks ago I had the opportunity to do a joint webinar with Dom Goodrum, VP Design and Employee Experience, at Percolate.  The topic was “Beyond Branding: Designing Brilliant Customer Experiences.”  I ended up learning quite a bit from Dom as we prepared for and delivered the webinar and wanted to highlight a few […]

New Customer Service

In preparing for a talk to a group of customer contact center managers, I’ve come to the conclusion that customer service ain’t what it used to be.  There is a brand of new customer service in play today. Time was, customer service was a post-purchase business function aimed at fixing customers problems.  The ultimate goal […]