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.


The quickest way to turn off customers

Of the hundreds of ways for you to turn off customers, the quickest is to do this … 

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. 

10 customer commitments needed to close a big customer

Some salespeople think of closing as a one-step process leading to a final commitment. Closing is actually more complex than that. It happens in stages. 

How to persuade customers without pushing them

While there are various short-term tactics to get customers to do what you want, the path to “real influence” has no shortcuts. 

15 tips customers are getting about negotiating with you

Purchasing managers are being given the following tips on how they can get a better price in negotiations. This information can help you determine how to better approach customer communications and sales. 

The key ingredients in every customer’s buying decision

No matter how complex your products or services, customers look for four things before making a buying decision. 

19 ways to sell more to existing customers

Customers are feeling pressure to get more done with less, so many of them are reducing the number of companies they do business with. At the same time, companies are urging their salespeople to increase sales to present customers.

Interrupt customers to increase sales

If you want sustained success — and if you want to maximize your income — you’ve got to interrupt customers. You have to pick up the phone, walk in the door, or send an email or text message. 

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 business people, but this message might be his most valuable. 

A customer’s ‘no’ may just mean ‘not now’

“No” is the most common word in sales. Most prospects may say “no” the first time your company calls. They’ll say “no” to some of the commitments you need from them to move a sale forward. They may say “no” at the end of your presentation.