April 27, 2010

Are Your Customer Relationships “Emotionally Intelligent”?

For months, best-selling author Dan Pink has posted examples of “emotionally intelligent” signage on his blog. These examples appeal to human emotions and use humor, sarcasm, […]
April 19, 2010

Three Reasons to Add Face-to-Face Reviews to Your Customer Feedback Efforts

As technology advances, the methods available to collect customer feedback multiply. With social media sites (blogs, Facebook, and Twitter), web-based surveys, and post-transaction reviews on sites […]
March 8, 2010

The Customer Confidence Crisis – Why Now is the Time to Rebuild Your Customers’ Trust

Over the past few weeks, the media has been buzzing about the 2010 Edelman Trust Barometer study (details here). It measures and reports the level of […]
January 19, 2010

Where Do Customer Demands Come From?

When thinking about business-to-business customers, we rarely think about pizza chains – but maybe we should. Consider Domino’s Pizza: Advances in technology have helped improve their […]
November 30, 2009

Butch is my Trusted Advisor

In a previous post I mentioned what it meant to be a Trusted Advisor in your customers’ eyes. After sharing that, I started thinking about what […]