I enjoyed the buzz and challenge of addressing Ireland’s top retailers at the Retail Excellence Conference recently –here are some of the thoughts I shared:

The Leader is the culture creator – one that empowers or disempowers internal or external customers – thus real progress starts at the top.

In the current attention deficit society in which we reside, not forgetting of course the more challenging times; we need to move from the old transaction model of sales to an emotional interchange – make it memorable or watch your message get lost in space.

Leaders need to think differently on how to build sustainable long term relationships pondering such questions as “How can I get business for my client?”

There is no room for lack of engagement or passengers in the new selling organisation.

We need to be able to deal with a buyer’s best friend – their mobile phone!

The secret to engagement is in a persons DNA – Do Need Attention.

It is ironic how we spend so much money attracting clients to our premises and then underwhelm them with our levels of customer service while there.

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