I want you to think back over the last 30 days, when speaking with customers, what percentage of those interactions was proactive? What percentage was reactive? These are two questions I ask business owners and senior management when I speak or consult on creating a better customer experience. Typically reactive interaction is at 70% or…
Guest Post – Ed Kless, Senior Director, Partner Development and Strategy, Sage www.edkless.com OK, I was never a Girl Scout or a leader, but I did help the Girl Scouts of the USA (GSUSA) implement an ERP system in the late 1990s. While I was a consultant for them, I learned more about meeting management…
The keynote at ITA was Ken Futch, (http://www.kenfutch.com/ ) author of Take Your Best Shot. It was a delightful and instructive keynote speech. Later that morning, I went out to the lobby and purchased Ken’s book and a 4 disc book on tape. Ken autographed the book for me, took my credit card number, and…
I learned something about myself today. As a marketer, I’d rather create a future than solve a problem. As a leader, I’ll take bridging over bonding every time. I am only 24 pages in to Peter Block’s Community: The Structure of Belonging and I’ve already experienced an “I get it! That’s it!” moment. So what…
Update from WSJ: http://bit.ly/4lBxws “Can you outsource social media? Can you send someone else to mingle for you at a cocktail party?” These questions came across my TweetDeck from John Jantsch, one of my heroes, the principal of Duct Tape Marketing. On face value the answer is “No” or “Hell, no! What are you thinking?!” But…
