Intimacy: If You Can’t Say the I-Word, You Have the I-Problem
Many of you know about the Trust Equation – (Credibility + Reliability + Intimacy) / Self-Orientation. Trust research has shown that of the four factors, the one most associated with…
The Curious Case of Curiosity in Selling
It may be that simple curiosity is the single biggest success factor in sales--if you think about it rightly.
The Silver Lining in the Recession Cloud: a Shift Toward the Customer
The economy has a silver lining - greater customer focus. Will it last?
Using Trust-based Selling in Banking: St. Meyer and Hubbard
St. Meyer & Hubbard practice what they preach--teaching bankers how to create trust in their selling.
Customer Service Showdown: The Cable Company vs the DMV
The NJ Department of Motor Vehicles gives vastly better service than the cable company Comcast.
Faking Customer Centricity
Customer centricity isn't automatically good; it depends on who you're in it for
Ruining Trust by Taxing Mistrust: the False Negatives Scam
When a company plays it absurdly safe, you're in effect paying their insurance bill; consumers pay the cost of false negatives, while the company benefits.
We’ve Got the Hamburgers: a Customer Service Classic
A good customer service attitude depends on generosity, not selfishness.
Customers and Strategy Part 2 of 2: Customer Centricity vs. Customer Vultures
Customer centricity isn't automatically good; it depends on your motives--a vulture is customer-focused.