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	<title>Frontline Performance Group &#187; customer experience</title>
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	<link>http://www.frontlineperformancegroup.com</link>
	<description>On-Site Sales Management</description>
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		<title>Become Value Focused &#8211; It Sells</title>
		<link>http://www.frontlineperformancegroup.com/1007/become-value-focused-it-sells/</link>
		<comments>http://www.frontlineperformancegroup.com/1007/become-value-focused-it-sells/#comments</comments>
		<pubDate>Thu, 24 Mar 2011 10:02:31 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[frontline]]></category>
		<category><![CDATA[Frontline Performance Group]]></category>
		<category><![CDATA[management]]></category>
		<category><![CDATA[sales]]></category>
		<category><![CDATA[sales revenue]]></category>
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		<category><![CDATA[team]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=1007</guid>
		<description><![CDATA[Most every frontline sales manager will agree that keeping staff encouraged when they have very price sensitive customers can be challenging. It becomes quite easy to fall into the trap of believing that by in large, customers are cheap. But here is the reality; customers are not cheap. They are value driven and want to know [...]]]></description>
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		<title>Be Aware &#8230; Great Customer Service is Only a Philosophy, Not an Action Plan</title>
		<link>http://www.frontlineperformancegroup.com/984/be-aware-great-customer-service-is-only-a-philosophy-not-an-action-plan/</link>
		<comments>http://www.frontlineperformancegroup.com/984/be-aware-great-customer-service-is-only-a-philosophy-not-an-action-plan/#comments</comments>
		<pubDate>Wed, 09 Mar 2011 19:54:52 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[customer touch points]]></category>
		<category><![CDATA[Frontline Performance Group]]></category>
		<category><![CDATA[optimizing]]></category>
		<category><![CDATA[performance potential]]></category>
		<category><![CDATA[sales and service]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=984</guid>
		<description><![CDATA[Some of the best customer service comes from one word, awareness. Too often new employees are told to provide excellent customer service and only given the old catchphrases when they come aboard.  They are given philosophies like “the customer is always right” or “treat customers how you would like to be treated”. While these are [...]]]></description>
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		<title>If a Complaining Customer Falls in the Woods, Does He Make a Sound?</title>
		<link>http://www.frontlineperformancegroup.com/931/if-a-complaining-customer-falls-in-the-woods-does-he-make-a-sound/</link>
		<comments>http://www.frontlineperformancegroup.com/931/if-a-complaining-customer-falls-in-the-woods-does-he-make-a-sound/#comments</comments>
		<pubDate>Mon, 14 Feb 2011 11:17:00 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[bottom-line]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer interaction]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[goals]]></category>
		<category><![CDATA[sales]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=931</guid>
		<description><![CDATA[Studies continue to show &#8211; customers who have a problem that is resolved quickly and properly are likely to develop more loyalty to a business as opposed to a customer who never had a problem. Yet often still, many businesses operate with a complaint/problem resolution system that is so complex, not even the staff is [...]]]></description>
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		<title>What&#8217;s In a Name? &#8211; The Foundation of Relationship Selling</title>
		<link>http://www.frontlineperformancegroup.com/922/whats-in-a-name-the-foundation-of-relationship-selling/</link>
		<comments>http://www.frontlineperformancegroup.com/922/whats-in-a-name-the-foundation-of-relationship-selling/#comments</comments>
		<pubDate>Thu, 03 Feb 2011 17:05:38 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer interaction]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[customer touch points]]></category>
		<category><![CDATA[Frontline Performance Group]]></category>
		<category><![CDATA[sales]]></category>
		<category><![CDATA[sales revenue]]></category>
		<category><![CDATA[service-based sales]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=922</guid>
		<description><![CDATA[The difference is night and day.  One transaction takes place where the salesperson makes an introduction by offering me their name and asking for mine and another takes place with no introduction at all and gets right to the sale.  In the first, I feel important and appreciated.  In the latter, I feel like just [...]]]></description>
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		<title>Customer Service? Oh, We&#8217;re Focused On It.</title>
		<link>http://www.frontlineperformancegroup.com/857/customer-service-oh-were-focused-on-it/</link>
		<comments>http://www.frontlineperformancegroup.com/857/customer-service-oh-were-focused-on-it/#comments</comments>
		<pubDate>Wed, 12 Jan 2011 12:24:54 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[business performance]]></category>
		<category><![CDATA[customer contact points]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[frontline]]></category>
		<category><![CDATA[Frontline Performance Group]]></category>
		<category><![CDATA[performance]]></category>
		<category><![CDATA[professional]]></category>
		<category><![CDATA[service level]]></category>
		<category><![CDATA[service-based sales]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=857</guid>
		<description><![CDATA[Next to the sports world, no one can beat a cliché or &#8220;buzzword&#8221; to death better than the world of business. At the end of the day, it&#8217;s not about me, it&#8217;s about the team and I&#8217;m just taking it one game at a time and believe we need to take a proactive approach and close [...]]]></description>
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		<item>
		<title>The Surefire Way to Gain Final Commitment</title>
		<link>http://www.frontlineperformancegroup.com/843/the-surefire-way-to-gain-final-commitment/</link>
		<comments>http://www.frontlineperformancegroup.com/843/the-surefire-way-to-gain-final-commitment/#comments</comments>
		<pubDate>Fri, 07 Jan 2011 22:34:06 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer interaction]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[sales]]></category>
		<category><![CDATA[sales and service]]></category>
		<category><![CDATA[sales and service effectiveness]]></category>
		<category><![CDATA[service-based sales]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=843</guid>
		<description><![CDATA[When a prospect does not fully understand what you are offering or if they don&#8217;t believe what you are saying, objections can and do occur. Remember that if a person was not at all interested in what you have to offer, they would not even bother objecting. Sales in and of itself can entail changing [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>Want to Boost Customer Experiences? &#8211; Take Your Cues From the Queue</title>
		<link>http://www.frontlineperformancegroup.com/740/want-to-boost-customer-experiences-take-your-cues-from-the-queue/</link>
		<comments>http://www.frontlineperformancegroup.com/740/want-to-boost-customer-experiences-take-your-cues-from-the-queue/#comments</comments>
		<pubDate>Wed, 08 Dec 2010 01:37:34 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer interaction]]></category>
		<category><![CDATA[frontline]]></category>
		<category><![CDATA[frontline manager]]></category>
		<category><![CDATA[frontline sales]]></category>
		<category><![CDATA[sales]]></category>
		<category><![CDATA[service-based sales]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=740</guid>
		<description><![CDATA[Every time I travel to the UK for client assignments, it amazes me how comfortable British people are with standing in line and waiting for service. To the British, this pastime of &#8220;queuing&#8221; is as common as any other proper tradition.  When traveling there and reluctantly conforming to this tradition while waiting at car rental counters, hotel check-ins, [...]]]></description>
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		<item>
		<title>Transforming A Business Culture</title>
		<link>http://www.frontlineperformancegroup.com/604/transforming-a-business-culture/</link>
		<comments>http://www.frontlineperformancegroup.com/604/transforming-a-business-culture/#comments</comments>
		<pubDate>Wed, 28 Jul 2010 18:14:38 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[bottom-line results]]></category>
		<category><![CDATA[business culture]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[frontline]]></category>
		<category><![CDATA[sales and service effectiveness]]></category>
		<category><![CDATA[sales and service performance]]></category>
		<category><![CDATA[service-based sales]]></category>
		<category><![CDATA[service-based sales culture]]></category>
		<category><![CDATA[workplace culture]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=604</guid>
		<description><![CDATA[One of my more memorable client experiences occurred a few years ago while I was working with a company to improve customer service and ancillary sales. After conducting the initial discovery visits and leading the frontline team through our core seminars, the company experienced an almost immediate and very significant improvement in both service and [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Visualization and Belief</title>
		<link>http://www.frontlineperformancegroup.com/551/visualization-and-belief/</link>
		<comments>http://www.frontlineperformancegroup.com/551/visualization-and-belief/#comments</comments>
		<pubDate>Fri, 18 Jun 2010 21:47:08 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[belief]]></category>
		<category><![CDATA[bottom-line results]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[emotional selling]]></category>
		<category><![CDATA[frontline team]]></category>
		<category><![CDATA[sales coaching techniques]]></category>
		<category><![CDATA[visualization]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=551</guid>
		<description><![CDATA[Harnessing the power of visualization and belief to topple a Goliath: 88-0 suddenly turns to 88-1! Sometimes in the world of college sports all it takes to beat a champion is to believe that you are a champion and to play like a champion. Any loyal Notre Dame fan understands this important message. On January [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Saturday Morning Reflections</title>
		<link>http://www.frontlineperformancegroup.com/529/saturday-morning-reflections/</link>
		<comments>http://www.frontlineperformancegroup.com/529/saturday-morning-reflections/#comments</comments>
		<pubDate>Wed, 19 May 2010 19:15:30 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[frontline]]></category>
		<category><![CDATA[frontline sales]]></category>
		<category><![CDATA[increased sales]]></category>
		<category><![CDATA[purchase decision]]></category>
		<category><![CDATA[revenue]]></category>
		<category><![CDATA[service-based sales]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=529</guid>
		<description><![CDATA[What do a relaxing Saturday morning, my local Starbucks, neighborhood Walgreens, local gym and barber have in common? Besides the fact they all play into the delicate balance of my personal vanity and sanity, they are all trying to capture service-based sales opportunities through a frontline sales force. On a recent Saturday morning, each one of [...]]]></description>
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