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.


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. 

15 tips for creating successful negotiations

Preparation is the only aspect of negotiations over which you have complete control. If you’re not prepared for a negotiation, you give the other side an unearned advantage. 

Why some sales strategies no longer work

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

How to react when customers apply pressure

No wonder salespeople feel stressed out. Unrealistic deadlines, unexpected changes and competitive pressures would stress anyone out. High stress levels may undermine decision-making and problem-solving abilities, and hurt sales performance. 

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. 

How to say less and still build more sales

Today’s constant barrage of information may leave prospects and customers bewildered and exhausted. According to a study at the University of California, the average American consumes 100,500 words on an average day. 

8 steps to closing any sale

Sales is not mystical or mysterious. It follows a logical progression. 

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. 

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.