  | November 22, 2011 | | CONNECT WITH SMARTBRIEF |  |  | |  | | - Leadership lessons from a bucket of crabs
When crabs are dumped in a pot together, there's often one feisty enough to start pulling itself out -- but its fellow inmates swiftly jump up and drag it back in. Similar change-resistance is present in many work environments, writes Scott Eblin, but good bosses find ways to avoid getting pulled down and stuck in stale ways of doing things. "Leaders recognize the resistance and figure out ways to move past it," Eblin writes. "They're the crabs who pull themselves out of the pot and bring the rest of the crabs with them." EblinGroup.com/Next Level Blog (11/21)       |  | The Business Platinum Card® from American Express OPEN
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  | | | Sales Strategies |  | | |  | - The benefits of a formal lead-management process
Generating many quality leads requires a formalized process for handling them, writes Vince Koehler. Each part of the lead-generation process should include an exit condition that allows leads to move to the next part of the process, and these conditions should be objective to avoid confusion, he writes. "Speculating about the state of mind a prospect may have leads to unreliable advancement of leads," he notes. Sales Benchmark Index/Sales Force Effectiveness Blog (11/20) - Why training takes more than a well-written sales manual
Providing effective guidance to sales representatives requires a customized program, and a sales manual isn't enough. The best training programs use research to support their methods, are tailored to the specific business and are led by people who have had success using the techniques. The Brooks Group (11/21) - Don't treat all your customers like kings
Companies that pride themselves on providing uniformly excellent customer service might be missing out, says Peter Fader. It pays to single out your best customers for special treatment. "You need to pick and choose," he says. "Some customers deserve the special treatment, and if others want to buy from you, that's great, but they are not going to be treated the same." Knowledge@Wharton (11/18) |  | Organizational Privacy Architecture and Assessment
This checklist for Ecommerce, Web Development and Design, and Direct Marketing professionals enables you to gauge your organization’s privacy compliance and best practice levels. Thousands of companies leave the intricacies of privacy management to TRUSTe, the 13-year-old leader in online privacy. Gain an overview of the program today. |
 | | | Daily Data Points | | | |  | - Obama says he'll veto measures against automatic spending cuts: U.S. President Barack Obama vowed to veto any effort to stop $1.2 trillion in spending cuts from automatically taking effect in 2013. He made the comment after the deficit-cutting supercommittee announced failure to reach a deal. "There will be no easy off-ramps on this one," Obama said. "We need to keep the pressure up to compromise, not turn off the pressure." ABC News/Political Punch blog (11/21), The Washington Post (11/21), The Hill/DEFCON Hill blog (11/21)
|  | Life is good at The Benjamin. Sweeten your days and your stay in New York with “The Good Life” package. Enjoy a $20 credit toward mini bar indulgences, complimentary Internet, and 2 p.m. late check-out. With rates starting at $229 and available through December 30, 2011, call 1.866.222.BENJ, mention code BGOOD to get The Good Life. |
 | | | On the Road | | | |  | - Businesses are tweaking travel policies before airfares rise in 2012
Some companies are changing their business-travel policies or looking for cheaper ways to get to their destinations in advance of the higher airfares that are expected in 2012. The average price of a business ticket is expected to rise by as much as 7%. "We're not changing the service we provide to our customers, but we're having to change the way we get to our customers," said frequent business traveler Frank Squilla. The Tennessean (Nashville) (11/17) |  | 5 Keys to a Successful Mobile Site
It’s essential to have an effective mobile website experience. In this report, you’ll learn:
• Insights on how to extend your brand image effectively across mobile devices
• Tips for targeting multiple mobile platforms
• Strategies for optimizing content publishing and performance
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 | Too many people think that being customer centric means doing everything that your customers want, and that's not the case."
--Peter Fader, co-director of the Wharton Customer Analytics Initiative, as quoted by Knowledge@Wharton  |
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