Recently I read an Article in the Customer Collective by Kevin Eikenberry that spoke to the idea that as we engage with
customers it is important that we ask the question, “What do you expect?” We often engage with clients and colleagues and we don’t ask what do you expect we make assumptions. And Eikenberry’s
advice was to ask this question early in the buying process so that everyone is on the same page.
Yesterday I was reading Forbes on line and …
For a long time I thought that Social Media and online communities like Face Book, Twitter, etc were just for people with nothing else to do. However, I heard enough about it from people I respected
that I dipped my toe in several months ago. The way I dipped was on Face Book, Twitter and Linked in.
I also started to follow individuals and engaged them on line. Essentially I said “Hi, I Like your material.” And just like in our day to day world some responded and some did not. At the same
…
Recently I have been following and participating in a discussion on LinkedIn regarding the question of “What is the root cause of the mindset that fails to put customers first”. There are a whole
host of good observations and viewpoints on the topic. These, range from, the greed of executive leadership, to ivory tower thinking to the lack of “servant” mentality and so on. I think we could ask
this question of all of the organizations we work in. Recent studies have pointed out that, customers expectations continue to fall with respect to customer service. This does NOT …
How often have you lost a sale to a competitor that you know you could out-perform? How did you respond? Did you blame the “stupid buyer?” Or,
perhaps you affirmed that the competition lied to get the business? What if you stepped back and asked yourself, “Why would they have bought from me?”
I have observed hundreds of sales calls and selling cycles in my career. And, I have seen sales won and lost by the intention of …
I read an Article by Oprah the other day. She was talking about integrity in a different way. Many of us make commitments, to others; and will move heaven and earth to deliver on those commitments.
What about the commitments we make to ourselves? On these many of us often slide. We don’t deliver integrity to ourselves.
Just like Oprah, I have observed this behavior in myself. Whether it was quitting the smoking habit or making 100 cold calls in a day. I have made a commitment to myself and then slipped. Or, in …
My wife was on the phone today with Capital One regarding a disputed charge. While on the phone with (Lets call her) Jenny, my wife learned that Capital One is the only credit card that does not add
a surcharge when traveling out of the country and that because there are no blackouts or time restrictions there are card members that have over 2,000,000 miles.
Let’s look a little closer. Jenny was helping my wife with the dispute. She also passed along two value added pieces of information clearly differentiating Capital One from the …
