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.


5 sales presentation sins

Here are five sins that will undermine presentations to customers:

Do you know today’s 5 critical customer demands?

The focus of business today has shifted away from selling products and services to creating a great overall customer experience. Customers are now in the driver’s seat, expecting an experience that is targeted to their demands. 

Are you keeping up with the changing role of decision makers?

Your customers have experienced a fundamental shift in their responsibilities. 

The No. 1 requirement for sales success

The number one requirement for sales success has nothing to do with product knowledge or selling techniques. 

Some sales strategies no longer work on customers

Traditional selling principles may no longer be effective in today’s business climate, which demands creativity and change. 

How to use criticism to strengthen customer relations, boost sales

Receiving criticism is in the top 10 of the most stressful selling experiences for salespeople. Whether it comes from customers, peers or your sales manager, hearing your work criticized can be hurtful if you allow it to be. But it can help you. 

Why your salespeople need a kick in the pants

“You may not realize it when it happens, but a kick in the pants may be the best thing in the world for you.” Walt Disney wasn’t necessarily talking to salespeople when he made that statement, but it’s a good message for them. 

The power of positive confrontation

What do you do when a valued customer makes an unreasonable demand? Or your sales manager gives you an unfair evaluation? Or a colleague takes advantage of a situation? 

7 tips to turn customer complaints into relationship-builders

Customer complaints can be an effective tool for strengthening a relationship. 

6 ways to captivate, convince and inspire customers

The late Steve Jobs functioned as Apple’s chief storyteller, engaging audiences by sharing stories that focused on the company’s signature — great design. His stories were effective because they aligned with customer experiences and expectations.