Entries by Bill Fonvielle

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What Will The World Be Like When This Crisis Is Over?

These are strange times. As an optimist looking for a glimmer of hope, I compulsively read about what will happen when this crisis is all over.

Many economists predict a sharp upturn in business activity, the upturn being steep as the downturn was. On the far end of the scale, a few predict a global depression that will make the Great Depression seem puny.

A common theme that I hear is that “things will never be the same again.”

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The Future of Sales Success Measurement

The act of exchanging goods or services for something of value (AKA a sale) is as old as time itself. And yet, who could argue that the art of the sale is changing at a dizzying rate? Organisations are transforming the way they sell to try and keep pace with the demands of their clients, who likewise are changing the way they buy. But as the old saying goes: the more things change, the more they stay the same.

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Why Expectations Surveys Fall Flat (And What to Do About It)

Chances are you have run across an expectations-based survey in the not too distant past. Though not as ubiquitous as NPS (Net Promoter Score) surveys, Expectations Surveys turn up in a variety of guises – “customer feedback surveys” – especially in service industries such as hospitality and healthcare: product reviews, appraisals of various sorts and employee performance reviews.

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The Art of Employee Surveys

The ancient Greek philosopher Heraclitus is often credited with saying “no one can step twice into the same river.” In other words, change is the one constant we can be sure of. It is not the same river and they are not the same person. Both, for better or worse, have changed. His words ring true for most things in life, in love and in business. Everything, in fact, except Employee Surveys.

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Weak Emotion: Is Customer Satisfaction Strong Enough to Increase Brand Loyalty?

The late Robert Plutchik was perhaps the leading expert on emotions. He theorised that each basic emotion has a counterpart. Thus, surprise is the opposite of anticipation and fear the opposite of anger. Moreover, emotions vary in intensity, from very weak to very intense. Thus, anger goes from annoyance to fury. Joy goes from serenity to ecstasy. Human behaviour, in spite of logic, is almost always linked to an emotional response.