by Glenn Pasch | Apr 17, 2013 | Business Strategy, digital marketing, Marketing
Too many times when marketing managers or sales managers begin to focus on digital marketing they become confused with what they have to do. Their first thought is that all of their previous experience in sales or marketing has to completely change in order to be...
by Glenn Pasch | Apr 3, 2013 | Business Process, Business Strategy, Leadership Training
I was a working actor in New York City for many years. While I was networking or on the audition circuit, I was always puzzled by a certain phenomenon that I encountered. I would run across other people who said they were in the same business at events or at parties...
by Glenn Pasch | Mar 19, 2013 | Business Strategy, Customer Service Training, Management Training, Social Media
For many of you who have followed my writings or have seen me speak, you have heard me talk about the Zero Moment of Truth. For those who may not know what that is, it is based on a book by Jim Lecinski for Google coining this term as the space between initial...
by Glenn Pasch | Mar 12, 2013 | Business Strategy, Customer Service, Management Training
According to Wikipedia the definition of customer service is: “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.” Although...
by Glenn Pasch | Mar 4, 2013 | Business Process, Business Strategy, Customer Service, Leadership Training
As we head towards the end of Q1 in 2013, I asked my team to reach out to customers to ask the question, “What do we do differently than others in our field that keeps you a customer?” The answers were very pleasing. “You answer the phone.” “You are always available.”...
by Glenn Pasch | Feb 21, 2013 | Business Strategy, Management Training, Training
Are you blinded by efficiency? Look at your team. Let me describe one of your members and see if you can spot them. They are not the most vocal of the group. They are on time, they complete their work correctly they are self-managed and self-motivated. They seem to be...
