February 23, 2016

Repairing Relationships with an At-Risk Account

Using the Customer Review process to Rebuild B-to-B Customer Confidence  The Challenge For two months, an Account Executive at our financial industry client had been trying […]
November 23, 2015

Detractors into Supporters: Is There a Magic Formula?

Photo by Fengyou Wan on Unsplash Is there a magic formula for turning detractors into neutrals and neutrals into supporters? I was recently asked this question by a long-standing […]
July 23, 2014

First we count the votes, and then we weigh them!

Photo by Arnaud Jaegers on Unsplash I first heard these words years ago while being informed that I had lost a sale: First we count the votes…and then we […]
June 18, 2013

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.
September 17, 2012

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, […]
January 9, 2012

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 […]
January 13, 2011

Don’t try to “boil the ocean!”

As the New Year unfolds, we begin to feel the pressure to improve our lives overnight. Resolutions are made to eat better, exercise more, stress less, […]
December 14, 2010

Sometimes Little Things Drive Big Customer Decisions

A realtor once told me that home buyers often are swayed positively or negatively over very small things. Buyers sometimes reject a house because they don’t […]
November 30, 2010

Relationship Equity

Kind of a strange term isn’t it? Relationship equity, hmm… Strong customer relationships can save the day. When problems arise, strong relationships help us get important […]