Imagine almost any situation where two or more people are gathered—a wedding reception or a job interview. What do these situations have in common? Almost all of them involve people trying to talk with each other. But in these very moments where a conversation would enhance an encounter, we often fall short.
The phrase “The customer is always right” was originally coined in 1909 by Harry Gordon Selfridge, the founder of Selfridge’s department store in London, and is typically used by businesses to convince customers that they will get good service at this company and convince employees to give customers good service.
Sales executives with even moderately large, distributed sales forces rely on data to help them understand which activities and behaviors lead to the best outcomes. Yet much of the data from sources such as CRM reporting tools and time studies is self-reported, and thus inherently flawed. That leaves executives in the dark about what happens on the front lines.
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