November 23, 2015
Published by Gary Gerds at November 23, 2015
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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 […]
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July 23, 2014
Published by Gary Gerds at July 23, 2014
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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 […]
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November 20, 2019
Published by Eric Engwall at November 20, 2019
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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 […]
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September 29, 2012
Published by Eric Engwall at September 29, 2012
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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.
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May 13, 2013
Published by Eric Engwall at May 13, 2013
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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.
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February 6, 2012
Published by Rhonda Sunnarborg at February 6, 2012
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“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, […]
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January 9, 2012
Published by Gary Gerds at January 9, 2012
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Customers See the World Differently

Customers See the World Differently Customers see the world differently from their product and service providers. They are interested in different things; they have different goals […]
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October 25, 2011
Published by Eric Engwall at October 25, 2011
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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?”
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September 17, 2012
Published by Gary Gerds at September 17, 2012
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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, […]
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