The Professional Abatement Contractors of Central New York (PACNY) invited Bill to speak at their annual conference on February 27, 2014. Bill delivered a 45-minute talk and demonstration about High Impact Presentations to an audience of professional trainers from all phases of the abatement industry.     Image courtesy Turning Stone Resort Casino

Prevention is always better than repairing problems for customers. Empower employees to challenge and change current processes that create customer effort.

More than ever, customer success is the right that every seller ought to see as essential in its work for consumers.

The definition of great customer service is changing…for the better. The Customer 3D™ approach is taking suppliers’ expectations to a new dimension for their customers. What used to be acceptable in the product-centered world is being expanded by a new, customer-centered mentality. My book, Customer 3D: A New Dimension for Customers, was released today. I am […]

Many companies believe that they can develop a customer-focused organization through a command-and-control approach. The reality is that becoming customer-centered will never happen without a deep-rooted culture that allows it to flourish. Michael Jones, in The Roots of Aliveness, introduces a brilliant metaphor for business success—the ecology of a tree. Here’s how he describes the process […]