by Amy Lazarus | Jan 18, 2018 | Change Management, Customers
If you were fishing and had a fish on the hook, would you ever cut the line? Probably not, but that is what my service team was doing until we realized the error in our process, and made a small change that resulted in a big impact. To explain, I ran the service...
by Blaze Petersen | Dec 19, 2016 | Customers
We have all heard the reasons why providing a great customer experience is the secret sauce to business success. It requires less effort to retain existing customers than to acquire new ones, unsatisfied customers are more likely to tell others about a bad experience...
by Skip Dampier | Mar 2, 2016 | Customers, Marketing
We live in a digitally focused world that craves experiences. Just think for a minute about your own day so far. If you’re like most of us, you started your day with a news feed of stories and video clips curated by an algorithm that knows you better than you know...
by ArchPoint | Feb 1, 2016 | Culture, Customers
When was the last time you received truly great customer service? I mean truly great—an instance that made your day, you shared with others, and the next time you needed to make the same transaction, didn’t hesitate on which provider to choose? Exceptional customer...
by Jesse Edelman | Jun 14, 2015 | Commercial & Customers, Customers, Leadership, Sales, Strategy & OGSM
Every company that turns its lights on every day is competing. Winning is the aspiration, but there’s a big difference between competing and winning. Simply competing does not guarantee winning. Why do some companies win and some simply compete? Most companies have a...
by Richard Spoon | Feb 9, 2015 | Commercial & Customers, Customers, Sales
As with many financial incentive programs in today’s challenging world, Trade Promotion has evolved from being an investment that grows the business, to that of simply a fund that is paid out, and at best, maintains the status quo – an entitlement. Customers...
