When we refer to Digital transformation today, the word digital and technology appears everywhere. However, the organization strategy is still paramount. Only when the organization strategy is clear then we can look into the Digital Transformation.Any digital transformation that focuses solely on technology will ultimately fail. Any successful transformation today, must involve looking into the current [...]
Selling is perhaps the oldest profession in the world and we have come a long way in terms of finding new ways to sell to our customers. From the days of hard selling to what we practice today - relationship selling, the sales pitch is managed and marketed through the use of research and listening to [...]
In Part 1, we identified and defined service recovery. As we take the next step to put in place a solid service recovery process in our organization, individuals must first understand the steps to take in the successful execution of service recovery. Apologize – Apologize for the mistake or error that had transpired but make sure [...]
There is one basic truth in all organizations that find themselves established but unable to traverse the higher plain of service delivery; one element that many service strategists fail to successfully implement, service recovery. What is it that makes service recovery such an enigma? Why is it so important? When will organizations realize the importance of [...]
ATCEN Echo Something struck me on one of my business trips warping through the portals of one airport after another. Service seems to be non-existent at airports; or the traveler has a tendency not to notice. Using myself as an example, I essentially go through two phases whenever I travel: the Exit Phase – headinwg toward [...]
By ATCEN How are your sales people selling today? Customers today are bombarded with advertisements that offer all kinds of products and services, and usually all at reasonable prices. In return, the typical salesperson today is merely telling their customers about their product or service, what its features are and ultimately asking them to buy it. [...]
By ATCEN Business Executives always complain about 80/20 performance, where 80 percent of the sales are produced by 20 percent of sales people. In order for a sales person to move into the top 20%, there are some sales skills that can be learnt by asking “Who” “When” What” “Why” “Where” and “How.” When we use [...]
By ATCEN Many people are confused with the terms business development and sales. Business development is the effort to identify business opportunity by researching, analyzing and introducing a new product or a new service to the market. It focuses on the implementation of the strategic business plan of financial, technologies, products and services, companies, and the [...]
By ATCEN Many people are confused with the terms business development and sales. Business development is the effort to identify business opportunity by researching, analyzing and introducing a new product or a new service to the market. It focuses on the implementation of the strategic business plan of financial, technologies, products and services, companies, and the [...]
By ATCEN Have you ever heard a doctor after delivering a baby exclaiming “Nurse, looks like we have another Leader born…” in the operating theater? This, ladies and gentlemen is the myth of the‘natural-born leader.’ Should this be true, just for arguments sake these individuals can have no interaction whatsoever with any external elements and can [...]
