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Building Customer Loyalty, 85-pixels at a time

How Vail Resorts keeps them coming back for a little digital love

 Clark Kokich Leadership & Strategy , Marketing & Sales August 17 2012

Goldman Sachs: A Cautionary Tale in Branding

The publication of the former Goldman Sachs’ executive’s op-ed should signal to management that the threat of a disconnect between one’s image and brand reality are now greater than ever.

 John Hellerman Branding , Marketing & Sales April 6 2012

If I Were Lloyd Blankfein: How the CEO Can Address Goldman’s Crisis with Clients and Employees

Last week The New York Times published a highly unusual letter of resignation from Greg Smith who signaled his departure from Goldman Sachs with a public rebuke of practices he alleged were harmful to Goldman’s customers. The fact that such a letter was prominently featured by Times editors suggests they gave its contents a high degree of credibility even though no specific examples of wrongdoing were offered by the disaffected former employee.

 Bob Marston Corporate Reputation , Crisis Management , Leadership & Strategy March 19 2012

The Synergy Mirage: A Case Study

Brand extensions and product expansions don’t always make sense. A razor-like focus on what one does exceptionally well can make all the difference.

 Michael Rosenbaum Branding , Marketing & Sales February 17 2012
salescomp

Use Technology to Mobilize Your Sales Force (Without Overwhelming Anyone)

The biggest challenge is getting salespeople to adapt to new technologies and finding tools that tackle tedious tasks and make time for more deals. Where there’s WiFi, there’s a way to capture and input data, and communicate with clients professionally and personally.

 John Hand Marketing & Sales , Sales January 10 2012

Over-Surveyed Nation: ‘Your Opinion Is Important to Us!’

Gone are the days when you might get the occasional survey request in the mail, or — dreaded — on the phone. And remember those postcards in hotel rooms asking you to comment on your stay? So 1990’s. Now, it’s digital, and it’s relentless.

 Jeff Hunt Branding , Marketing & Sales , Public Relations December 6 2011
sales

Raising Sales Force Effectiveness

Scientific research into what actually works—and what doesn’t—inside today’s most effective selling environments reveals that the conventional wisdom about selling is not just incorrect, but a recipe for failure. Here are the four most important things that CEOs need to know about successful selling in today’s unconventional business world.

 Howard Stevens and Geoffrey James Marketing & Sales , Sales September 22 2011

More Tips on Raising Sales Force Effectiveness

Sales Effectiveness is Critical to Loyalty Perceived product or service quality counts for only 22 percent of customer loyalty success, [...]

 Howard Stevens and Geoffrey James Marketing & Sales , Sales September 22 2011

Building Sales Effectiveness Exclusive Online Content

The Chally Group Worldwide has conducted the World Class Sales research project since 1992. Each World Class Sales research cycle has involved two phases.

 Howard Stevens and Geoffrey James Marketing & Sales , Sales September 22 2011
customerservice1

How to Deliver Superior Customer Service

Customer service is a crucial part of your business, and one that deserves your attention and your money — you are trying to build a life-long customer relationship. Here are four focus areas to help you achieve your customer service goals.

 Chris Zane Corporate Reputation , Marketing & Sales , Sales August 19 2011

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