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There's nothing wrong with measurement per se. But what results from repetitive microscopic measurement tends to be just the belief that people exist for the company—not the other way 'round. Are you killing the very thing you want to measure? Read More

For entrepreneurs, the importance of picking the right name for a company may rank second only to naming a child. Name consultants are paid millions each year to help decide what to call a company. Now one has come up with a test: San Francisco naming boutique Eat My Words, which has worked for Kinko's, Jamba Juice and other household names. I Read More

Many projects and products make promises that rely on faith and finger crossing, and when they fail they destroy customer trust. But making different promises, the way Apple and Google do, can wow your customers and increase their trust, loyalty, and satisfaction. Read More

When talking to prospects, it's important to present an image as a knowledgeable and professional advisor. By communicating your genuine interest in working with them and ensuring that prospects feel acknowledged, you increase the chances of winning the battle for new clients. Read More

Here's the secret, and whisper it to all your sales and marketing folks, to all your service people, to anyone whose work will somehow touch and impact the customer's experience: As customers, we are absolute suckers for authenticity. Read More

When initiating change, lots of attention is given to "the masses." It's assumed that the "best and the brightest" will embrace and lead large scale change. The research here shows that such conventional wisdom is neither conventional nor wise. Read More

Intellectual firepower may give you the ability to analyze situations. It doesn't give you the willingness to decide on the basis of incomplete information. It doesn't, necessarily, give you the skills to convince others that your ideas are good ones. Read More

Most sales people skip the essential sales step for each and every prospect that's worth converting to a customer/client. It's an investment that honors the buyer's time; it signals to the buyer that your interest lies in their best interest, not yours. The "slow down and sell more" secret lies in creating value before the call. Read More

One of the best ways to increase your income is not to market for more work (ie, new clients), but to get it from existing clients. This is an often overlooked marketing method and missing it is like throwing money out the window. Following is a 3-step plan designed to get more work from your existing client base. Read More

Pass this around your overly aggressive reps. Read More