We have also observed that a company's ability to build competitor-resistant customer relationships is dependent on the stability of customer-facing employees; when there is turnover among your employees, customers must…
AnneSeptember 30, 2018
Operating within the business-to-business, consultative sales world? Does your sales team "close" the majority of the opportunities they pursue? Meaning that more than half of the proposals/bids you submit result…
AnneAugust 23, 2018
We generally accept that referrals are a powerful source of new business; when existing customers offer their support through introductions and sponsorship the likelihood of success is much increased. In…
AnneAugust 23, 2018
Yes, we live in a "do-it-yourself" world; a world in which we have instant access to such a vast array of information, there is almost no question that cannot be…
AnneAugust 23, 2018
Despite the attention that customer service, satisfaction and retention has received over the past 25 plus years, it appears that customer care hasn't really improved. As someone who has devoted…
AnneAugust 23, 2018
Receiving customer feedback does not appear to be a problem; the challenge lies in capturing the information from a wide array of channels and organizing it in a useful way.
AnneAugust 23, 2018
In a world of disruption and exponential change, there is risk that tomorrow, or at least before the product has been delivered and installed, there will be something better available.…
AnneAugust 23, 2018
Every work day the dabbawallas pick up and deliver 200,000 lunch boxes within only a couple of hours, in a traffic-congested city whose population is more than 20 million. It…
AnneAugust 23, 2018
Process reversal can lead to innovation. Reversal thinking essentially involves reframing a process by thinking about it ‘backwards’. A good example is how we print documents . . . the…
AnneAugust 21, 2018
