Working with over 2,000 sales teams in numerous countries, using both qualitative and quantitative interviews and assessments, Derek Gatehouse knows a thing or two about sales teams.
His book, The Perfect Salesforce, is a great summary …

Are your service complaints getting through?
If not, it could be because your front line people are treating customer complaints not as an opportunity, but as a threat.
Research conducted by the customer service company TARP has …

“My daughter… is a brilliant customer service assistant and was recently reprimanded for spending too much time with customers!!! Not much else to say really is there?”

That’s just one of the comments made …

What do you need to look for when hiring people you need for customer-facing positions?
Of course, every business has its own set and segments of different customers, but we feel this article outlining Virgin America’s …

‘How can offering a superior customer experience add value to my company’s bottom line?’
Asked questions like this by our clients, we thought it would be useful to demonstrate how companies can link their customer experience …

Forrester’s have released the 2010 results of their customer experience index and, while some improvements have been made, most industries are still failing to satisfy customers’ basic requirements.
Rated on three simple scales (‘Meeting Needs’, ‘Being …