Service excellence

Book Review: “The small big – small changes that spark big influence” by Steve J Martin, Noah J Goldstein and Robert B Cialdini (persuasion science)

As a psychologist and a salesperson I was blown away when I first read Cialdini’s great book on the psychology of persuasion (was that really over 10 years ago?). There’s a summary of the six principles below. His work features in many of my influence, persuasive writing and buy-in training Read More

2022-06-21T10:45:21+01:00November 20, 2014|Kim's Blog, Management Skills, Marketing, Relationship Management|

Satisficing or satisfying? – Take care with client care and relationship management

You need to take care with client care and relationship management. Long ago when I studied economics I was intrigued by the idea of satisificing – (combines satisfying and sufficing) a decision making strategy that attempts to meet the criteria for adequacy rather than an optimal solution. Others might think Read More

2018-01-12T12:03:15+00:00March 16, 2010|Kim's Blog, Marketing, Relationship Management|
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