Category Archives: Customer Feedback

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

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

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

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

Customer Feedback

7 Things Customers Want

We all know that the lists of customer wants, needs, complaints and requests can be quite long and varied. These are just some of the themes gathered from the customer complaints and compliments heard by our clients. Continue reading

Business-to-Business Sales, Customer Feedback, Customer Relationships, Voice of the Customer ,