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July 6, 2016

Gone are the days where the sales person is the method used to communicate your product, service and its value to your potential customer.  Buyers used to have difficulty accessing information about your company and/or your detailed product material and therefore relied on the salesperson to become educated. 

Now, with the amount of readily available digital information, not only have buyers grown to expect more from the companies that sell to them, but according to Forrester Research, 75% o...

Why?  You don’t deserve to sell a new customer until you prove that you can keep the ones you have.  It is sad, but nearly two of three companies do not actively measure client retention! And eight of ten who do, do not regularly report on it to their employees.

Can you quote your company’s client retention percentage for last month, last quarter?  Odds are, you cannot.

In this day and age, client retention IS the new acquisition.  Why?  Because smart companies understand that client retentio...

December 21, 2015

We have all read novels written from two different points of view; the narratives where one chapter is from one person’s perspective on a situation and the next chapter is from the other person’s viewpoint.  It’s amazing how the same scenario can be perceived so differently depending on the amount of available facts, the level of emotion or importance, and the operating reality of the individual.


As a COO, I experienced this with a few of our top revenue vendors.  They were shocked when we let t...

December 6, 2015


I don’t think there is a person among us who hasn’t filled out a customer satisfaction or loyalty survey.  Sometimes we fill it out because we are angry, sometimes we respond because we want to give some “expert advice” on how that company can improve, sometimes we agree to participate simply because it’s easy, and sometimes we feel obligated to give feedback to our partners.  Regardless of the reason that drives you to fill out a survey, the expectation is ALWAYS that it will be read, and that...

October 6, 2015

In a competitive environment, where there are daily challenges to compete for customers, customer satisfaction is oftentimes seen as a key performance indicator.  As a result, companies and marketing organizations frequently conduct Customer Satisfaction Surveys to gain data on relationships to determine their customers’ purchase decisions.  Unfortunately, the results gathered from these surveys are, in reality, NOT a clear indicator of customer relationships or customer intentions.


There a...

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