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Measuring an Easter Egg Hunt

Blog post by on April 17, 2014

A good friend once told me that using quantitative metrics to assess a qualitative experience was a bit like trying to drive a nail with a B flat. Now, there is nothing wrong with B flats. Mozart …

Words Decision Makers Love to Hear

Blog post by on April 17, 2014

Decision makers don’t care about your porduct’s speed, specifications, or efficiency. They don’t care about the wonderful methodology you use. Your offering is simply a tool. They care only about the results your offering delivers for them. …

Great Retail Greetings: A Win for Customer and Culture

Blog post by on April 17, 2014

We’ve written previously about the concepts of primacy and recency. They dictate that in any encounter we tend to remember what happened first and what happened last.  As customer service professionals, we know that first impressions matter, …

Motivate and Retain Your Sales Reps

Blog post by on April 17, 2014

Late last year, Steve Richard and I had an idea for new research. This would be the third collaboration between The Bridge Group and VorsightBP (after Sales Speaks and Mythbusting Millennials). Our intent was to survey sales reps, front-line …

What Makes Your “A” Players So Great?

Blog post by on April 17, 2014

If identifying top performers was easy, sales leaders wouldn’t be so worried.  But the “gut check” test is flawed. When we ask most sales leaders about common “A” Player traits, they stumble.  We hear comments like “always …

Do customers need more empathy

Blog post by on April 17, 2014

Do customers need more empathy? How do you know? The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Do you include the customers’ rating of agents’ empathy to their situation as part of your current quality process?”