Author Archives: Gary Gerds

Gary Gerds

About Gary Gerds

Managing Partner
Full bio

Communication is key – do you know what I mean?

Is your company’s feedback initiative structured to capture your customers’ actual challenges and expectations? Continue reading

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Customer Feedback, Uncategorized, Voice of the Customer

Repairing Relationships with an At-Risk Account

Using the Customer Review process to rebuild confidence with a B-to-B account The Challenge For two months, an Account Executive at our financial industry client had been trying unsuccessfully to get in front of one of his key customer contacts. … Continue reading

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Best Practices, Business-to-Business Sales, Customer Confidence, Customer Feedback, Customer Relationships, Customer Trust

Is There a Magic Formula?

Is there a magic formula for turning detractors into neutrals and neutrals into supporters? I was recently asked this question by a long-standing client. My short answer was no. There is no magic formula because every situation and every customer … Continue reading

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Best Practices, Customer Feedback, Customer Relationships

First we count the votes and then we weigh them!

I first heard these words years ago while being informed that I had lost a sale: First we count the votes and then we weigh them. Everyone at my sales presentation voted for my proposal except for one person, the … Continue reading

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Customer Feedback

Communication is Everything

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. Continue reading

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Business-to-Business Sales, Customer Relationships ,