May 1, 2017

Listening to Solve; Listening to Relate

I recently had a conversation with a friend that was facing a tough decision and was feeling a certain amount of distress over the predicament she […]
February 23, 2016

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 […]
November 23, 2015

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 […]
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.
May 13, 2013

Obsolete? Customers Beg to Differ

Buyers don’t want your salespeople to just be wandering their hallways in search of the next deal. What they do want is the specialized knowledge and advice that their suppliers can provide.
September 29, 2012

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.
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, […]
October 25, 2011

Your best deserve better…

While it’s not at all unusual for us to be working alongside a survey provider within a common client, the obvious question always is: “If you’re satisfied with what you’re already doing, why do you need another approach?”
July 27, 2011

It’s all about Price! (True or False?)

In the words of one purchasing manager, "Price is everything, and it's nothing."