The power of the ‘Close the Loop’ process in customer experience
I remember one day when I had to call the customer service of a company 4 times in one day. I wasted a lot of time and energy and, above all, they made my satisfaction as a customer very bad. There were many shortcomings in the process, such as poor customer service, snowballing from one […]
Competence and warmth. The key to generating feelings of admiration and loyalty in our customers.
The theory of competence and warmth, as expounded by Chris Malone in “The Human Brand”, gives us a deep understanding of how we perceive people and brands in our everyday interactions. This approach is based on social psychology and suggests that our appraisals of others can be summarised in two fundamental dimensions: competence and warmth. […]
The importance of diversity in leadership: a big step towards success
Leading in complex environments has become one of the greatest challenges for organisations, but also an essential aspect for success. Diversity is richness, a driver of development, social cohesion, understanding and openness, but do leaders really make diversity a fundamental part of their leadership style? In many cases we probably do, but we may be […]
How to make your sales coaching process metrics-driven
For a Sales Coaching process to have a measurable impact on results, it is essential that the entire sales organisation shares and knows the same sales KPIs. Sales KPIs are different in each company and vary greatly depending on the sector and the sales process. To obtain the list of KPIs to use, we can […]