For years, customer service experts have emphasized that customer delight is the key to building loyalty. Companies and their front-line representatives have been urged to “exceed customer expectations” and “under-promise and over-deliver.” But a new study reveals a different secret to gaining loyal customers.
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Recently I had the opportunity to attend a presentation by Dr. Richard Strozzi-Heckler. Richard is an outstanding teacher, an acclaimed executive coach, and a sixth degree black belt in the martial art of Aikido. As you might expect, Richard takes a very disciplined approach to leadership development. His latest book is called The Leadership Dojo, […]
As we near the start of a new year, leaders at all levels are in the process of setting annual performance goals. To turn these goals into results it’s important to change the conversation from a focus on what to a focus on what, why, and how. What. Goal setting conversations often begin – appropriately […]
With all the new reporting tools that are now available, it’s easier than ever to be seduced by the expanding array of performance metrics. So if you’re a sales or service leader, ask yourself this tough question. What are you actually doing to move the needle on performance? Are you really coaching, or are you […]
What separates the most effective performance coaches from their less effective colleagues? There are many factors that make a difference. These include: preparing in advance, establishing trust, analyzing for root cause, active listening, asking powerful questions, gaining buy-in, and following up – to name just a few. Many of these critical success factors require coaches […]