Complex B2B buying journeys are inevitably complicated. Your customer’s decision process is rarely straightforward or linear. Multiple stakeholders are involved, often with widely different perspectives and priorities. Without strong internal project sponsorship, consensus is unlikely and without consensus, action is unlikely. Read More ...

There are many mistakes to avoid when it comes to virtual selling. Although we all make—and learn from—our mistakes, they’re often magnified in a virtual environment, which makes awareness and preparation paramount to success. Avoid these 17 common mistakes to impress your buyers and stand out from … Read More ...

If you’ve been following my work, you know I’m a customer service expert. I help my clients create amazing customer experiences for their customers (or clients, guests, members, etc.). In addition to training and consulting, a big part of what I do is delivering motivational speeches about service and CX at conferences and meetings all […] Read More ...

We all know that when we work remotely it can be both a blessing and a curse. It’s good that we can (to some degree) set our own schedules, put our heads down and work without Bob from Accounting stopping by our desk to bemoan the state of his Fantasy Football Draft. On the other […] Read More ...