Implementing the Challenger Sale

I am a huge fan of the Challenger┬áSales model after using it unconsciously for over 20 years…. it engages all areas of the organization to substantially increase the value of the company’s solutions to its customers. Implementing this model has various...

AMEX: More Credit Where it’s Due

Whoever took over the responsibility for Customer Service, or Customer Advocacy in management- speak, at American Express deserves a Gold Medal Ribbon (that’s not redundant… just ice cream). A short decade or so ago, calling American Express was an...