Changing What Your Customers Think of You
Recently, the CEO of an IT company approached one of his disgruntled customers with a simple message: “I know you’re unhappy with our customer service over the past few months. I imagine you’ve developed some rather negative beliefs about us and I’m here to find out exactly what those beliefs are, so we can change them.” After the surprised customer delivered a detailed description of her beliefs and the experiences that had created them, the CEO surprised her again by saying, “These are not beliefs we want you to hold, so we’re going to create a whole new set of experiences for you—experiences that will lead to brand new beliefs about us.” The audience was a little befuddled at the kind of customer engagement the CEO was executing.
For the next several minutes the CEO discussed the protocols of Prosyn, a cyber security firm that he knew intimately, he spoke […]
Think back to the last time you had to make a big purchase, for example a new car. There were some obvious factors to consider such as price, quality, safety, and gas mileage and then you decided which minivan or Ferrari made you feel the best.
Uh oh, it’s happened again. You’ve been able to avoid it for the last 3 years. Now here it is again…the dreaded presentation. Ever been in one of these situations?
Most people spend a great deal of time and effort crafting a stellar message when trying to land their dream job or next great assignment. Professional credentials, experience, power words… these are all details we include in attempts to get the interest of a prospective employer. Not that this isn’t an important piece to the puzzle…it is… but there is more. Would you believe me if I said that if this prospective employer HEARD your pitch when they read it – even if you used exactly the same words – they would rate you above others and would be more likely to hire you?
The sometimes debilitating fear of public speaking, technically called “glossophobia”, affects a large portion of the population. It is known in medical communities as a type of social anxiety, similar to “stage fright”. This includes symptoms of: a feeling of impending doom, obsessive thoughts of failure and worry, trembling and shaking, dizziness, accelerated heart rate, sweating, and nausea. You might also find that your mouth dries and your voice weakens and cracks.