Do Your Clients Love You Or Hate You? Here’s How Blue Cross Blue Shield Got Me to Leave Them… Put your clients on hold for 4.5 hours, with a deadline so that they can’t hang up. Don’t provide any sort of automated system to schedule a call back. And make sure there is no other way […]
Black Friday, Cyber Monday – How Are You Treating Your Best Clients? It’s the Christmas Season! Over the past few years I’ve avoided the lines by doing my shopping online. Last year my wife and I went to the mountains for the weekend, stayed in a cozy hotel in a small town, and did our shopping […]
How Quickly Are You Responding to Your Customer’s Needs… Time is important. The way you view your customer’s time just might be the most important part of your offering. Three recent interactions over the past week underscore just how important this is. Apple Has Great Support I mentioned in a post the other day that […]
How to Win the Negotiation Here’s a great exercise – a Lesson on Winning Will I win the negotiation? I wrote an entire chapter on this in my most recent book, From Vendor to Adviser. I don’t know if I’ll win this one, but I’m still hopeful. Most of us negotiate everyday, but most of […]
Differentiate Your Commodity Products w/ Amazing Customer Service Just about everything you sell is a commodity – It’s your Intellectual Capital and Customer Service that will set you apart. Google Has Great Support! In my last post I shared a few words on CRM and why I made the move to Infusionsoft. There’s a lot here […]
Another Lesson On Customer Service We live in an age of customer experience…Mickey and Mooch is an upper end steakhouse in Charlotte, NC. Their meat is top shelf – in fact, you can request Angus or Prime, depending on how much you want to spend, and the portions are good. The atmosphere is very nice, […]
This is my third post on Successful Business Planning. In the first post I encouraged you to start planning now for 2014. In the second I talked about making your plan usable. Today I want to encourage you to build a brand promise. This year I’ve spent about 80 nights in Marriott Hotels (plus a […]
I’m back from my week in Singapore. Singapore is one of those cities that is just great to visit – the food is great, the city is clean and easy to navigate (as long as you have a driver), and the hotels are clean and comfortable…here is just one highlight from my trip… Kern, the […]
Most of the products we sell today are commodities…but your service level can make or break your customer relationships, and especially services rendered by partners on your behalf. For the past 4 days I have been going back and forth between representatives at United to locate my suitcase. What a disaster this has been. Every […]
My time in India is just about over, but not without some special memories, great experiences, and new friends. Saturday was an exceptional day – starting off with an excellent breakfast buffet, followed by a day of reading, writing, and planning. The service at the Whitefield Marriott has been excellent. Three individuals stand out as […]
