I’m a terrific fan of Fred Reicheld’s book, The Ultimate Question, and the Net Promoter approach. Paul Marsden of Satmetrix just put a terrific post in his blog on these topics on using Listening Labs to understand the customer experience and understand core drivers underlying why customers buy (or don’t buy). It’s a great post and I consider it must reading for anyone seeking to enhance the value of their offerings to their current and potential customers.
Coaching is one of the highest impact activities a Sales Manager can undertake. Yet few managers really understand what coaching is or how to be effective in coaching. Ask for our Free Coaching Guide by emailing me at firstname.lastname@example.org. Be sure to provide your full name and company name. I’ll be glad to send you a copy.