Stop engaging difficult people

44.4% have experienced customer violence or abuse  Few of us are in a position where we can pick ...

Get over it and speak up

70% say that presentation skills are critical to career success Public speaking is central to effective customer engagement, ...

Be someone others want to engage with

3% of people consider salespeople trustworthy How would you feel about engaging with someone you don’t trust? While ...

The confidence you need is within

85% of women opt out of life activities Anyone who has ever managed a team of people involved ...

Show charisma or get out of marketing

50% innate and 50% learned Some people have a charisma that seems to enable then to connect and ...

Stop speaking like a transported convict

38% of a presenter’s impact is how they say it This paper has already addressed research that shows ...

Looking good really does matter

90% say appearance effects client perceptions  This is a difficult subject for me to write about because I ...

Stop talking and start listening

9% writing, 16% reading, 30% speaking, and 45% listening Have you ever had a conversation where the other ...

Your lack of authenticity is costing you business

63 per cent of customers would buy from an authentic brand It is very difficult to establish a ...

Customer engagement follows staff engagement

15% employee engagement is common and dangerous Most businesses I come across operate on the belief that they ...

Your customer is judging you right now

87% of executives rate reputation damage as more important as any other strategic issue Highlighting the importance of personal ...

Proritise EQ over IQ

70% of the time average IQ trumps high IQ There is a commonly held view that IQ, or ...