How to Conduct a “Customer Listening Session”

March 10th, 2010 — tonymayo  Email This Article Email This Article



Not listening to your customers?I assume that you already know and do not need to be convinced that:

  • Your most profitable sales and easiest growth come from existing clients.1
  • Unhappy customers are 5-20 times more likely to tell others about their bad experience than satisfied customers are to spread good news.2

A simple, high-return method of learning from your happy and unhappy customers, of knowing your customers better while making them more loyal to you is to listen to them. Customers are people and people love being listened to.

There are many ways to do this. I hope your Read the rest of this entry »

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© Tony Mayo except as otherwise noted
For Executives, For Salespeople.
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What About Me?

March 2nd, 2010 — tonymayo  Email This Article Email This Article


Mesmerizing and provocative meditation to modern music from “The Sakyong, Jamgön Mipham Rinpoche, one of Tibet’s highest and most respected incarnate lamas.”





Sakyong Jamgon Mipham Rinpoche, Jampal Trinley Dradul (born Osel Rangdrol Mukpo in 1962) is the head of the Shambhala Buddhist lineage and Shambhala International, a worldwide network of urban Buddhist meditation centers, retreat centers, monasteries, a university, and other enterprises.

–Wikipedia, the free encyclopedia.

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For Executives.
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You assume more than you know

February 28th, 2010 — tonymayo  Email This Article Email This Article

Two minute video to remind us of how much we assume.

Your point-of-view determines what you see and what you can ask.


See also Japanese addressing system in Wikipedia.

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© Tony Mayo except as otherwise noted
For Executive Coaches, For Executives.
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Twitter Log XVII

February 15th, 2010 — tonymayo  Email This Article Email This Article

TwitterI use Twitter to share brief messages, not more than two per day. You can have them delivered to your cell phone by text message (SMS) or view them when you visit your free Twitter web page. Create a Twitter account and “follow” TonyMayo.

Here are my recent tweets (messages):

If you have had a good time playing the game, you are a winner even if you lose. –Malcolm Forbes

Our dalliances and detours define us. There are no maps to guide our most important searches. –Dr. Gordon Livingston

The unexamined life is not worth living. –Socrates  Apology 38a
This executive coach can lead your examination.

Remove unwelcome emotion–sadness, fear, regret–by relaxing into it. Resistance is futile.

The best time to worry is when you are winning. –Tony Mayo

All models are wrong, but some are useful. –Statistician George E. P. Box

Leadership is the ability to get others to do what they do not want to do and like it. –Harry Truman


Prior tweets are here, at Twitter Logs.


___

© 2010 Tony Mayo

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Fundamental Management is Fundamental Psychology

February 9th, 2010 — tonymayo  Email This Article Email This Article



People have three basic wants that make them susceptible to social influence.

  1. First, people have a hedonic motive, or a desire to experience pleasure and avoid pain.
  2. Second, people have an approval motive, or a desire to be accepted and to avoid being rejected.
  3. Third, people have an accuracy motive, or a desire to believe what is true and to avoid believing what is false.

As we shall see, most forms of social influence appeal to one or more of these motives.

–Psychology
Page 16-22
By Schacter, Gilbert, & Wegner



See also, Influence: The Psychology of Persuasion, on this blog.



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Hsee’s Happiness Heuristics

February 8th, 2010 — tonymayo  Email This Article Email This Article

HappinessCompiling research from psychologists and economists (including colleague Richard Thaler), Professor Hsee provides tips on how to make the people around you—employees, significant others, friends, relatives—happy.

  1. Separate gains.
    Combine losses.
  2. Announce good news early.
    Announce bad news late.
  3. Unpredictable gains are better than stable gains.
    Stable losses are better than unpredictable losses.
  4. Choice is bad for good options,
    good for bad options.
  5. Wanted is better than needed.
    Memorable is better than usable.

Details in The University of Chicago Magazine.

– Prof. Christopher K. Hsee
Chicago Booth


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Tony Mayo, Top Executive Coach, is located in Reston, Virginia 20190