February 23, 2016
Using the Customer Review process to Rebuild B-to-B Customer Confidence The Challenge For two months, an Account Executive at our financial industry client had been trying […]
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November 23, 2015
Photo by Fengyou Wan on Unsplash Is there a magic formula for turning detractors into neutrals and neutrals into supporters? I was recently asked this question by a long-standing […]
July 23, 2014
Photo by Arnaud Jaegers on Unsplash I first heard these words years ago while being informed that I had lost a sale: First we count the votes…and then we […]
January 9, 2012
Customers See the World Differently Customers see the world differently from their product and service providers. They are interested in different things; they have different goals […]
September 17, 2012
Customers often say some of their suppliers lack a sense of urgency when things go wrong. They also say that their very best service providers respond quickly, […]
June 18, 2013
Customers often feel their issue is not receiving the attention it deserves – not because this is necessarily true, but because they are not communicated to about efforts underway to solve their problem.
January 13, 2011
As the New Year unfolds, we begin to feel the pressure to improve our lives overnight. Resolutions are made to eat better, exercise more, stress less, […]
December 14, 2010
A realtor once told me that home buyers often are swayed positively or negatively over very small things. Buyers sometimes reject a house because they don’t […]
November 30, 2010
Kind of a strange term isn’t it? Relationship equity, hmm… Strong customer relationships can save the day. When problems arise, strong relationships help us get important […]