Customer Experience News & Trends

Ken Dooley

Ken DooleyKen joined Prentice-Hall as an assistant editor and later became editor-in-chief of a P-H division. During this period, the division became the largest in the business periodical field. He left Prentice-Hall to form the Institute For Management (IFM) in Old Saybrook, CT. After selling IFM, he founded Madison Productions, a film company producing management and motivational films, including Commitment to Excellence, the story of Vince Lombardi and the Green Bay Packers, and Dedication and Desire, the story of Red Auerbach and the Boston Celtics.
He wrote and directed more than 85 films for all levels of management. He teamed with Auerbach to write Management by Auerbach, a critically acclaimed book that turned Auerbach’s winning philosophy into business principles.
In addition, Ken has written dozens of management books during his career.
He joined Progressive Business Publications in 1998, and for the past 15 years has written The Selling Advantage, a publication dedicated to the selling professional.
He has also written dozens of Executive Report white papers for all levels of sales and marketing professionals.
In his spare time, Ken is a playwright and recently wrote The Murder Trial of John Gordon, which resulted in a man who had been executed in 1845 receiving a pardon from Gov. Lincoln Chafee (I-RI). His recent play, The Auerbach Dynasty, helped Jeff Gill, the Boston actor who played Red Auerbach, earn a best actor award for in 2012.


7 ways to turn a customer ‘no’ into a ‘yes’

Some salespeople look for an exit right after prospects say “no” to an initial closing attempt. Others take a negative answer personally and push to reverse it. In other words, they switch from being helpful salespeople to determined opponents, raising the resistance level of prospects. 

Blind spots that can hurt customers and sales performance

A blind spot is an unrecognized weakness that has the potential to undermine business. Blind spots stem from overconfidence, too much information, emotional thinking or poor communication. The most dangerous blind spots affect those who are unaware of their impact on customers.

How to read customers accurately: Best practices

“Most people do not listen with the intent to understand; they listen with the intent to reply.” 

How to effectively say ‘no’ to customer demands

Most realize that saying “no” to a customer request can be risky. 

How to improve your closing rate with customers

The biggest pitfall some companies face in closing is becoming “lost in the sale,” which occurs after they’ve addressed the prospect’s questions and concerns, and it’s time to close the sale. 

The very best ways to win back former customers

Lost customers represent a huge area of opportunity. Former customers understand your product, and how it operates. Plus, they often left for reasons that are easily corrected. 

Is your sales team guilty of these customer relationship killers?

Once customers begin to use a product or service, they’re going to be anxious to see positive results. They may also have challenges and problems, and if they have nowhere to turn to get answers, because their salesperson is busy closing other deals, it leaves a bad impression. 

5 customer presentation rules that lose sales

“Remain detached during the presentation,” “Visualize your audience sitting in their underwear,” and “Pretend that mistakes don’t happen” — these are all good examples of archaic rules that should be broken. 

5 ways to revitalize the buyer/seller relationship

Salespeople face suspicion and rejection daily. Prospects often ask them to answer a ton of questions, reveal proprietary information, and spend hours on projects that may never occur or may be awarded to another supplier. 

Get better at listening to customers: 10 ways

The single biggest complaint of customers is that salespeople talk too much and don’t listen enough. Poor salespeople dominate the talking, while successful salespeople dominate the listening.