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 […]
October 4, 2016

Communication is key – do you know what I mean?

Is your company’s feedback initiative structured to capture your customers’ actual challenges and expectations?
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 […]
July 23, 2014

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. […]
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.
February 6, 2012

“Quality has always been about the fine points…”

“Quality has always been about the fine points…”  – Don Cornelius Quality is about the details, the little things that make a difference. And like value, […]
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."