In today’s Internet-inspired world, it’s easier for a company to communicate with its customers. But it is also more challenging to personalize the service you offer. Survey after survey shows that the traditional values of customer service—responsiveness, product knowledge, friendliness, accuracy—are more important than ever.
Karen Leland is the President of Sterling Marketing Group, where she helps authors, experts, small businesses and Fortune 1000 companies build stronger brands and businesses using The Modern Marketing Pyramid™ method,— a strategic and comprehensive approach that integrates business development, branding, content/Internet marketing, public relations and social media.
Drawing on 25 years of consulting experience, Karen takes a systems approach to help her clients effectively navigate the wired world of today’s business landscape while powerfully communicating their messages to the public, potential customers and media.
Karen is the best selling author of seven books, which have sold over 350,000 copies and been translated into ten other languages including German, Spanish and Korean. Her books include: Time Management In An Instant: 60 Ways to Make the Most of Your Day (Career Press), Watercooler Wisdom: How Smart People Prosper in the Face of Conflict, Pressure and Change (New Harbinger Publications), Customer Service for Dummies 1st, 2nd and 3rd editions (John Wiley and Sons), Email In An Instant: 60 Ways to Get Your Message Across with Style and Impact (Career Press), Public Speaking In An Instant: 60 Ways to Stand Up and Be Heard (Career Press), and Customer Service In An Instant: 60 Ways to Win Customers and Keep Them Coming Back (Career Press).
Karen Leland has written more than 200 articles on business, food, travel, health and lifestyle for a wide variety of magazines and newspapers, including: Self, Woman’s Day, Inc. Magazine, The Los Angeles Times, Entrepreneur, The Christian Science Monitor, Hemispheres and others.
In addition, Karen has written book proposals, e-books, training advertorials, catalog copy, blogs and marketing and public relations materials for a variety of small businesses and Fortune 500 companies including: Lufthansa Airlines, Marriott Hotels, Banana Republic, American Express and others. She has ghostwritten blogs, e-books and book manuscripts for a wide variety of experts and enterprising clients.
Karen also has extensive experience writing for the Web and developing blog content for various websites, including More.com, allbusiness.com, webworkerdaily.com, realsimple.com, Pinkmagazine.com, Sheknows.com and others. She also writes an ongoing small business blog column for The Huffington Post and PsychologyToday.com.
Karen is a frequent on-air expert on business communications, personal productivity and marketing for radio and television and has been interviewed by The Today Show, Good Morning America, CNN, Bloomberg, Oprah, the Ron Owens Show, Michael Jackson Talk Radio and others. She previously wrote segments and conducted on-camera interviews as a freelance reporter for Comcast.
Karen is an international keynote speaker for a wide range of conferences and organizations, including: The American Management Association, The American Society of Consumer Affairs Professionals, The Bakersfield Business Conference, The Direct Marketing Association and The Young Presidents’ Organization.
In addition, Karen has been hired as a spokesperson for IBM, Apple Computer, Bank of America, John Hancock and more. Ms. Leland’s spokesperson projects on behalf of her clients have involved giving keynote speeches, workshops and radio and television interviews, presenting at trade shows and conferences and meeting with members of the press.
"I've sat back, looking for the right words, and the ones that keep coming up are Thank you! Your presentation at the conference was fantastic."
"Keith and Karen deliver! I've used hundreds of presenters for our magazine's conferences and for seminars at the American Management Association. Keith and Karen were rated outstanding by a challenging audience of presidents and CEOs of fast-growing companies. Their material and message were right on target."
“Karen Leland and Keith Bailey understand deeply what it takes to deliver effective and lasting customer service…. The key is the practical ideas and examples that illuminate the important concepts to which they are committed.”