Home

Keller Center Research Report

Keller Center for Research

KCRR - Test Header
Download Issue

December 2010 (Vol. 3, Iss. 4)


Are We on the Same Wavelength?

Christopher P. Blocker, PhD
A two-sided study of emotional intelligence with agents and clients reveals that only 26% of the pairs operate on the same "emotional wavelength" and 46% of agent-client...
Keywords: Customer Relations, Service
(
READ THIS ARTICLE)

Necessary Condition #3 - The Right Day-to-Day Operational Focus

Charles Fifield, Senior Lecturer and Baylor Sales Coach
The sales function has probably the greatest single operating impact on the financial results of business. What business needs is a salesforce driven by productivity...
Keywords: Management
(
READ THIS ARTICLE)

How to Turn Your Employees into Brand Champions

Felicitas M. Morhart, PhD (Switzerland) and Walter Herzog, PhD (Germany)
In most service businesses customers' perceptions of a corporate brand depend highly on the behavior of frontline staff. Service firms face the challenge of having employees...
Keywords: Customer Relations, Management
(
READ THIS ARTICLE)

To Keep Your Agents: Consider Servant Leadership

Fernando Jaramillo, Douglas B. Grisaffe, Lawrence B. Chonko, and James A. Roberts
Sales force retention is a critical objective facing managers. The costs of high turnover rates can be substantial and include lost sales, abandoned sales territories and costs...
Keywords: Management
(
READ THIS ARTICLE)

Changing Organizational Cultures: The Power of Stories

William A. Wines, JD and J. Brooke Hamilton III, PhD
Culture influences many aspects of an organization. Unlike the tangible outcome measures that determine profitability, market share, or the value of good will, culture...
Keywords: Management, Marketing and Sales
(
READ THIS ARTICLE)

INSIDER: Stop Trying to Delight Your Customers

Steven Bell, MBA Candidate
There is a longstanding belief in the service industry that in order to gain loyalty from customers, companies must "delight" them with customer service that goes above and...
Keywords: Customer Relations, Insider, Management, Service
(
READ THIS ARTICLE)

A Manager's Credibility Crisis: What It Is and How to Fix It

Avinash Malshe, PhD
In business organizations, the relationship between marketing and sales personnel is often sub-optimal. Marketers view their sales counterparts as short-term, tactically-focused while...
Keywords: Management, Marketing and Sales
(
READ THIS ARTICLE)

INSIDER: Proactively Managing Your Team

Drew Johns, MBA Candidate
There are two different types of sales managers, those that wait and react to a situation after it occurs and those who proactively engage themselves to ensure their sales team...
Keywords: Insider, Management
(
READ THIS ARTICLE)

Border Title