Some of you might be thinking: what a silly question? And, besides, who cares anyway? Well, any financial advisor who has business development responsibilities should care – a lot! Perhaps a different way to ask this question might be: are you the advisor who talks to your clients, prospects, and Centers of Influence about everything […]
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YouSendIt is a great service for sending files that are too large to go as email attachments. In a recent interview, Brad Garlinghouse, C.E.O. of YouSendIt, summarized his company’s culture in terms of three driving values: be in, be real, and be bold. Here are some excerpts. Values “Be in” is all about passion. Life […]
Over the past week we have all witnessed the terrible destruction caused by Superstorm Sandy. Thousands of homes lost. Millions of people left without electricity, heat, or hot water. Hours spent on endless gas lines. As the television newscasts continue to share images of utter devastation across New Jersey and New York, it’s hard to […]
Richard X. Bove was a customer of Wachovia Bank when it was purchased by Wells Fargo during the 2008 financial crisis. He noticed a different approach to service right away. Wachovia used to have a booth where a manager stood and greeted customers; Wells Fargo replaced the booth with a desk where an employee sold […]
In today’s challenging economic climate, companies in every industry find that their customers crave excellent service experiences, courteous first-call resolution, and consistency across all service delivery channels. At the same time, companies need to retain customers, increase referrals and repeat business, and achieve higher customer lifetime value through up-selling and cross-selling. A successful service to […]