Change in recent years has created far-reaching implications for anyone in the sales field Globalization, technology, universal access to information, and the recent economy have changed everything

According to Jeffrey Gitomer author of Customer Satisfaction is Worthless: Customer Loyalty is Priceless, the answer is very clear “Satisfaction is no longer an acceptable measurement of customer service success

Depending upon what research study you read, companies in the United States are spending upwards of 134 Billion dollars a year on employee training and development However, according to a study on retention in The Journal of Economic Education, the annual rate of retention loss for employee training and development averages between 13 to 23%

There continues to be a great deal of focus on organizational culture and environment Whether you are focusing on that issue for the first time or whether you are looking at changing or improving an existing culture, it may be wise to remember that, like the long journey which begins with one step, an organizational culture is the cumulative effect of individual attitudes, values, and standards

Emotions play an important role in everyday behavior There is no thought, behavior, idea, or attitude that does not have a related emotional counterpart

He went to war as a Captain and returned as a Private Afterward, he failed in business

If you Google the word entrepreneur, you will find a number of definitions which will include some version of the phrase “a person who organizes, operates, and assumes the risk for a business venture” Albeit this definition is tactically accurate, I believe the true essence of an entrepreneur is much more

Attitudes determine the way we treat people They affect the way we perceive change

In his book, The Ultimate Question, Fred Reichfield suggests a simple measurement to determine customer loyalty His contention is that you have three types or levels of customers resulting from their experience with your organization

Significant changes in customer retention rates have resulted in extraordinary improvements in profitability One survey found that a 5% increase in customer retention consistently resulted in a 25% to 100% increase in profits