Faking Customer Centricity
Customer centricity isn't automatically good; it depends on who you're in it for
The Point of Listening Is Not What You Hear, but the Hearing Itself
The important thing about listening is not what you hear, but the fact that you are hearing.
The Limits of Needs-based Selling and Consultative Selling
Needs-based selling and consultative selling have their limitations.
The October Carnival Of Trust
The October Carnival Of Trust
How Sales Contests Kill Sales
Sales contests foster short-term anti-customer behavior that hurts longer term business.
When On-message Marketing Makes for Off-trust Sales
Marketing's attempt to keep "on-message" can sabotage good sales.
I Can’t Make You Love Me–If You Don’t
You can't control other people; but you can manage yourself.
Blogging vs. Podcasting
It's not an either-or choice, it's a both thing.
The Dark Side of Trust? Not!
Trust carries risk with it--but over-focus on risk destroys trust.
Does Your Customer Trust You? The Acid Test
The acide test of trust in sales is willingness to recommend a competitor if that's the right thing to do.