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.


Provide winning sales presentations to customers: 6 tips

Some salespeople are convinced that the most important part of a sales call is the opening. “The first 60 seconds make or break the sale,” they seem to think. 

9 rules for dealing with difficult customers

Most customers are reasonable human beings who treat the companies with which they do business with dignity and respect. Then there’s everyone else. 

What to do when you lose a customer

“If you learn from defeat, you haven’t really lost.” Zig Ziglar has provided a lot of great tips to salespeople, but this message might be his most valuable. 

The quickest way to turn off customers

“The usual fortune of complaint is to excite contempt more than pity.” You should paste that Samuel Johnson quote on your refrigerators and read it every day before talking to customers. 

How to prepare for face-to-face customer conversations

Some things in business are crystal clear. One of them is that people will not buy unless they believe they’ll get what they want and avoid what they don’t want. You become indispensable to your customer when you demonstrate that you both understand his or her problems and goals — and have the ability to help with them. 

6 unforgivable sins of customer service

The best way to deal with a customer service problem is to prevent it from happening in the first place. A recent survey pinpointed the six leading causes of customer dissatisfaction. 

Ways to break through prospect resistance

While it’s important to keep showing up, and offering ideas and information to prospects, there is a line between being persistent and being a nuisance. The difference between being persistent and a nuisance lies in the content of your communication. 

6 tips to relieve end-of-year sales stress

More salespeople suffer from anxiety than ever before. Here are tips that may reduce your anxiety, fear and worry as the end of the year approaches: 

10 proven strategies to connect with customers before, during & after sales

It’s critical for salespeople to spend time with their customers beyond the purchasing transaction, providing value and building engagement and alignment. 

Imperfections make you more authentic: Here’s how

Your imperfections during a presentation with customers make you more authentic and credible. Being nervous when you present is common and you can turn it to your advantage.