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Making A Difference – Thoughts, Observations and Opinions
This is Dave Brock’s Blog.
It offers my views on a variety of business, sales, marketing, and leadership topic. My goal is to make a difference for you, the reader, in both your professional and personal lives.
Latest Posts
Obsessive Learning, Relentless Execution—The Yin And Yang
My post, “Top Performers, Obsessive Learning, Relentless Execution” has stimulated a lot of discussion on both the blog, LinkedIn, and through email. I thought I’d continue to expand on this topic. There has been some discussion about which is more important–Learning or Execution. It’s an important issue, I think they are inseparable. Stated differently, it’s kind of a Chicken/Egg thing. We see lots of people who focus on one aspect, perhaps Learning. They study and study. They read everything they can. If confronted with a specific problem, they collect data, analyze, collect more data, analyze—-somehow they know a lot, but […]
Understanding The Customer Expectations Critical To Customer Experience
Recently I wrote Responding To Customer Experience Disasters. It’s stimulated some interesting discussion, some deeply personal because of the situation I wrote about. One of the most interesting comments came from my good friend, Tamara Schenk, who tended to think of the situation as an ethical issue–less a business or customer experience issue. I can understand Tamara’s perspective, both she and I were reflecting on things that impacted each of us personally. But I think she raises a very important issue about customer experience and design. Until we put ourselves into the customer’s shoes, until we understand what drives them […]
Responding To Customer Experience Disasters!
As much as we try to develop, implement, and execute outstanding customer experiences, sometimes things fall apart and we have a complete disaster. Everything goes wrong! We all fail. We make mistakes, sometimes we just do the wrong things, sometimes it’s error. In larger organizations, senior executives have to trust that everyone in the organization is executing–but sometimes, despite everything that’s done, it someone in the organization makes a mistake. Maybe they don’t know how to do something, maybe they don’t care, but people will make mistakes and fail. How we respond to these customer service and experience disasters is critical. […]
Brain Tricks And Writing It Down
With the New Year, we are inundated with posts about goal setting, New Year resolutions, and the like. Frankly, I’m agnostic about New Year’s resolutions–I don’t know why we limit ourselves to the New Year to reflect, analyze, and develop plans to change or set new goals to achieve. Also, not long ago, I wrote a number of posts on Hacking Selling Part 1, and Part 2, Hacking Sales Management. Since people continue to look for hacks, this post might fall into the category of “hacking our brains to produce better results.” But, for whatever you do, I wanted to […]
Any Idiot Can Be A LinkedIn LION!
….. And Most Are! Before I go further, I need to offer a disclaimer and apology to a very small number of friends and colleagues who are LinkedIn LIONs. Having said that, I do wonder why they choose to put themselves in such bad company. But I will be making some tough statements about LinkedIn LIONs. I don’t mean to insult those friends who are LIONs, but I don’t want to clutter this post with continued apologies to you. LinkedIn is tremendously powerful in helping each of us better connect with each other, as well as discover important new contacts. […]
Charity:Water, We Do Have An Impact!
Some of you may think you are having a “Deja-vu” experience or that I’m repeating myself. Don’t worry, both are true! I kicked off this campaign with a post on December 20. For those of you who have followed this blog for some time, you know this is the time of year I ask you for money. For the past 3 years, I’ve sponsored campaigns through Charity:Water to provide wells and potable drinking water to 10’s of thousands of people in Africa, India, and Southeast Asia. You’ve been very generous in your support and in your giving. Clearly, I didn’t […]