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Essential product management skills
How to work effectively with cross-functional teams
How to identify and prioritize customer needs
Imagine submitting a purchase inquiry through a "Contact Us" form on a business's website--and then hearing back from a company rep within minutes. Exceptional responsiveness is a rarity in today's world, and when we encounter something novel and unexpected, our brain is biochemically primed to forge long-term memories about that experience.
People often like to create the illusion that they're busier than they are, so they sit on that e-mail, text, or voicemail for a while, making their customer or colleague wait.
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The last thing that happens in an interaction has a disproportionate influence on people's overall impression and memory of the experience (a consequence of the "recency bias," as it's known in psychology).
To help end on a high note, conclude calls, meetings, e-mails, and...
"I can help you with that." If you confidently utter those words to a customer or an employee who comes to you for assistance, it immediately changes the tenor of the interaction.
To the person on the receiving end, it's a signal of ownership and advocacy--an indication that some...
If you work in a retail environment, be sure someone is greeting customers within 10 feet or 10 seconds of entering the store. That simple act of making eye contact and acknowledging the customer with a prompt and courteous greeting (even if just to say "I'll be with you in about five minutes...
When making commitments--be it to call someone, deliver a proposal, or provide requested information--don't promise to get back to people "soon" or "shortly," because those terms mean different things to different people.
In most business contexts, ambiguity is the enemy....
Entrepreneurs often think they must do whatever they can to satisfy their customers. But satisfied customers defect all the time, and if you want to derive a competitive advantage from the product or service experience you offer, it's not enough to satisfy people--you need to impress them.
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