Category Archives: Customer Trust

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

Own the Problem

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, assign appropriate resources, and do not point fingers looking for who is at fault. … Continue reading

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Customer Confidence, Customer Relationships, Customer Trust, Service Improvements ,

Customers See the World Differently

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 and objectives. These differences dramatically affect their overall customer experience. Here is a case … Continue reading

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Customer Trust, Service Improvements

Listening with an Ear For Innovation

In Alan Murray’s latest Wall Street Journal article, he mentions that when the Journal’s CEO Council was asked to name the most influential business book, many members cited Clayton Christensen’s The Innovator’s Dilemma. What does Christensen say about innovation that … Continue reading

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Best Practices, Business-to-Business Sales, Customer Confidence, Customer Feedback, Customer Trust, Point of View, Voice of the Customer

Who Are Your Competitors?

Did anybody else read the latest Fast Company article about Blockbuster? In it Kevin Lewis, the head of Blockbuster’s digital strategy, makes the following comment about their competition in the phone app market: “By the way, my biggest competitors in … Continue reading

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Best Practices, Business-to-Business Sales, Customer Confidence, Customer Feedback, Customer Trust, Point of View