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 […]
December 8, 2009

Are Your Relationships Helping You Win?

Think for a moment about the word “relationship.” What does it mean to you? The dictionary defines relationship as: “Connection, association; involvement; dependent on something else […]
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 […]
November 23, 2009

From “Schlubby” to Brilliant in Less Than Three Minutes

Folk singer Judy Collins, recalling one of her early encounters with Bob Dylan, said: “I saw this schlubby-looking guy singing Woody Guthrie songs badly…I thought he […]
November 17, 2009

Gathering Business-to-Business Customer Feedback: Three Rules to Break

I’m not saying sales and marketing leaders in the business-to-consumer (B2C) space have it easy. They don’t. But they often do have relatively easy access to […]
November 3, 2009

Do Your Customers Think of You as a Trusted Advisor?

There is no shortage of salespeople competing for their customers’ time and share of wallet. There is no shortage of noise and clutter in the system; […]
October 5, 2009

What Can the Navy SEALs Teach You About Your Customers?

In the September issue of Inc. Magazine, Alden Mills, founder of Perfect Fitness shares a part of his experience with Navy SEAL training: “They’d say, ‘OK, […]
September 22, 2009

The Seven Deadly Sins of a B2B Voice of the Customer Program – and How to Avoid Them

As noted in a previous article, the current global economy presents a huge opportunity for business-to-business sales organizations to actively listen to their customers. But there […]
September 9, 2009

How Do You Build an Improvement Plan Around Yellow?

For some time, it’s been popular to simplify the customer feedback reporting process to three colors: Red, Yellow and Green. If it works for traffic signals, […]