October 14, 2020

Listening with Many Ears

I once led a workshop on the topic of customer focus for a group of health insurance executives. When we got to the topic of feedback […]
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 B-to-B Customer Confidence  The Challenge For two months, an Account Executive at our financial industry client had been trying […]
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 […]
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 […]
November 20, 2019

Customers and Baseball – It’s Not All About the Home Runs

Photo by Jason Weingardt on Unsplash I’m not one to use a lot of sports analogies or references in business, but I’m going to ask for your forgiveness just […]
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.
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.