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"..the most important book of the decade." — Richard Boyatzis, co-author of best seller Primal Leadership
Relationships, in all their varied forms, have been the lifetime study of Robert Hall. He brings a rare combination of experience as a researcher, consultant, writer, teacher and CEO in dealing with the real-world relationship challenges of modern organizations. When coupled with a decade of hands-on experience in the gritty world of inner-city homeless families it translates into a tapestry of vivid stories, well-researched and oft startling facts, and strategic insights that weave together the yet untold narrative of society's gravest risk and most stellar opportunity.
Robert has published more than 150 columns, articles, white papers, and research studies on relationship. In addition to being a regular contributor at Huffington Post, his work has been published and discussed in Forbes, American Banker, Sales & Marketing Management magazine, The CEO Magazine, ABA Bank Marketing magazine, Computerworld, The Daily Beast, Business Week, The Dallas Morning News, Los Angeles Times, The Detroit News, The Indianapolis Star and in international publications including Sydney Morning News (Australia), European Financial Management Association (London) and Relational Thinking Network (Cambridge, UK).
Remember the old joke about the drunk looking for a lost coin under a street light and when asked where he lost it, he points to a darkened area near a stairs. Why are you looking over here under the street light if you lost it back there, he was asked? “Because the light is better over here.”
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A colleague recently invited me to be a ‘friend’ on Facebook. He was telling me how great it would be that I […]
For those in the marketing game, the presidential election to date provides a window into the tools of our trade applied to politics. After all, whether in politics or business, as marketers we are all in the business of getting votes. Things are changing – text message used to inform supporters of the selection of a Vice Presidential candidate, attack ads released within hours of the events of the day and such. Most estimates predict well over one billion dollars […]
Dimension Data surveyed 300 call centers in 36 countries across five continents … From 1997 to 2007, key performance metrics indicated a significant deterioration of quality of service in contact centers. Call abandon rates … increased nearly 127 percent … annual agent attrition rate rose by 93 percent. – Kevin Zimmerman, 1 to 1 Weekly, June 30, 2008
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Some say fish were the last to discover the existence of water. I suspect call centers have become such a way […]
Quitting smoking is strongly influenced by friends and spouses. A spouse who quits smoking makes one 67% less likely to smoke. A friend’s quitting decreases one’s chances of smoking by 36% … Over the past 35 years smokers didn’t make the decision to quit individually, the study found. Instead, large groups of friends all quit together, like the ‘schooling of fish or the flocking of birds.’ – Keith J. Winstein, The Wall Street Journal May 22, 2008
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As marketers, we […]
… the British all industries average customer defection rate was 16.9% per annum [in 2003]. By 2005 our annual average had risen to 19.1%. In 2007 it stands at 22.0%. Survey: Customer Churn Rate Rises by 15 Percent – Pitney Bowes Group 1 Software, 4/4/08
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Here I am again – and I hate to bring this up – again. But, well, customer defections are – well, they are up again. I know, I know – we have discussed this […]
Dog owners who agree that their dog “is just like a family member and just as important” has risen from 55% in 1995 to 84% in 2003 … 67% admit to bragging about them. – Harris Interactive, 2007
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It was only a matter of time. I pulled into lane one at the drive through – you know the one that sidles right up next to the branch. As I was making a deposit, the teller’s eyes lit up and she […]
“FeeDisclosure.com … allows mortgage customers to break down the fees they can expect to pay if they buy a new house or refinance their current one. It calls out the fees that are bogus. Example: $100 email fees. It benchmarks more standard costs, such as title searches across the country, and it’s bringing sorely needed transparency to that business. Its tagline: “Transparency breeds trust.” – By Don Peppers & Martha Rogers, Ph.D.
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My wife and I recently experienced one of those […]
“The whole commission structure in both prime and subprime was designed to reward salespeople for pushing whatever programs Countrywide made the most money on in the secondary market,” the former sales representative said. – Gretchen Morgenson, Inside the Countrywide Lending Spree, The New York Times, August 26, 2007
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The Dr. Phil question for the mortgage industry: And, how is that working out for you?
For many of us, there has been considerable concern over the years that sales incentives were […]
“It sounds simple, but in fact you could capture all of my research findings with the metaphor of a saltshaker. Instead of filling it with salt, fill it with all the ways you can say yes, and that’s what a good relationship is.” – John Gottman, Making Relationships Work, Harvard Business Review, December 2007
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Getting to yes in as many ways as possible – yes, that certainly sounds simplistic. Yet the spirit of yes is a very powerful and […]
Copyright 2012 - Robert E.Hall
