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.


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. 

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. 

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.”