CHAPTER 8
The Innovative Sale in Practice: Designing Your Sales Process and Customer Experience
AS I WALKED ACROSS the town square on my way to the office, at least three people greeted me with a cheery “good morning.” My first thought was “what do they want?” But then I remembered I was no longer in Manhattan, but Dubuque, Iowa, the heart of America.
I crossed the street and entered the bustling call center. Hundreds of sales reps sat in cubicles, wearing their headsets and peering at their computer screens as they talked in a flowing stream of middle-American dialects. Supervisors buzzed briskly from cube to cube, dealing with call escalations and cross-pollinating sales strategies from one rep to the next. As I gazed across the space, I noticed ...
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