Customer Service Book Recommendation
My last post on this blog was about creating loyalty with service and confidence. In the April issue of The Shepard Letter, I wrote a longer version of this article. I also mentioned a book, which I...
View ArticleBook Recommendations
For this posting I want to tell you about a new book written by my friend and colleague Scott McKain titled, The Collapse of Distinction: Creating Differentiation In a Cluttered Marketplace. Scott is...
View ArticlePricing Strategy: Don’t Lower Prices – Create Value Packages
While not an advocate for lowering prices, sometimes it is necessary. One strategy smart companies are doing to lower prices is to create value added packages. They may lose revenue on a product while...
View ArticleTwo Book Recommendations and New iPhone Apps
Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan by my friends Marilyn Suttle and Lori Jo Vest is fantastic. Constant feedback pays off with big results. If you ask...
View ArticleBook Recommendations!
On Marketing The Complete Idiot’s Guide to Target Marketing by Susan Friedman is out this month. This new book is part of the well-known and respected “Complete Idiot’s Guide” series. It is packed with...
View ArticlePredict Your Business Future
Highly Recommended Book By Dan Burrus: “Flash Foresight: How to See the Invisible and Do the Impossible.” My friend Dan Burrus can predict the future. No, he’s not psychic. He observes and learns....
View ArticleAdvocacy
Let’s talk about advocacy. This is about sales, careers, promotions and more. A friend of mine, Mark LeBlanc, wrote a book titled “Grow Your Business.” This book is focused on getting sales. He...
View ArticleThe Executive Carwash
Everyone likes to be motivated, and that is what Elysa Fabian and Bill Hennessey, two executives from St. John’s Health Systems, set out to do. Specifically, they wanted to motivate employees of the...
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