Tag Archives: Customer Satisfaction

The 5 Fundamentals of an Innovative Company

The world and the customer are changing rapidly.   To keep up with these changes and to truly differentiate themselves in the marketplace, companies need to innovate. Yet, too many companies still rely on small updates, upgrades, or makeovers of their … Continue reading

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A Complaint is a Gift

In their book, A Complaint is a Gift: Recovering Customer Loyalty When Things Go Wrong, authors Janelle Barlow and Claus Moller discuss the inadequacies of customer service and the customer service departments at most companies. The book begins with a … Continue reading

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Operations – The Five Daily Fundamentals

Most companies still provide a tangible product or service. This means that companies need to have operations employing people to produce the product, deliver the product, or provide the service. These operations are essential to great customer service and building … Continue reading

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What Does a Buyer Want?

I recently interviewed a professional buyer at a customer company who was looking to move into a sales role for our company. I asked how she would use her current experience as a buyer to be a better salesperson. Her … Continue reading

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Don’t Upsell…Right Sell

“Would you like to supersize your order?” As I wrote previously (“Do You Want Fries With That?” – An Opportunity for Profitable Growth), upselling can bring additional value to our customers, create additional sales and profits, and cement our relationships … Continue reading

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Coaching and Developing Great Salespeople

Wanted: Great Salespeople! All of us are looking for great salespeople to close business, grow revenue, and help drive our companies to success. What are some of the qualities of great salespeople? Professional and personable Responsive and lives up to … Continue reading

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5 Steps to Improving Customer Service

Excellent customer service is a fundamental for success in our businesses. Unfortunately, it is all too often lacking. So, how can we improve customer service in our companies? Hire and Develop Employees that Actually Like People: Customer service starts and … Continue reading

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Prepare Questions…Not Presentations

The sales meeting begins. The salesperson starts talking through a PowerPoint presentation slide deck (which took him several hours to complete) telling the customer how great the salesperson’s company and products are. 30 minutes later the presentation is complete. And … Continue reading

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Get to the Front Lines

Undercover Boss has become a hit TV series by showing big corporate bosses going undercover and discovering the reality of the work lives of their employees. As leaders, we do not need to go undercover; we just need to get … Continue reading

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Ten Ways to Grow Sales Now

Despite the improving unemployment rate and positive economic indicators, many B2B companies are stuck in slow and no growth modes. How can these companies re-kindle growth and increase sales?

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Recap – One Key to Help Move Your Company Forward

A customer interaction and a meeting are not truly finished until we take a moment to review and sum up what has just happened.   How do we recap? 1. In a customer interaction, we need to go over the … Continue reading

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An Open Letter From Your B2B Customer

Dear Mr. or Ms. Sales Manager, I am writing to remind you that I need you. You and your salespeople provide products and services that I need to help me succeed in my business. Unfortunately, many of your salespeople do … Continue reading

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Be Easy to Do Business With

In a previous blog, Lessons from a Customer, I related my experience in dealing with 106 companies while I moved from Arizona to California. My conclusion was that most companies provide inadequate customer service and make it too difficult to … Continue reading

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To Sell More, Sell Less

Today’s customer is overwhelmed with too much information and not enough time and attention span to digest it all. As such, the best salespeople have evolved and simplified their sales approach to be more responsive to over-burdened and over-saturated customers. … Continue reading

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3 Fundamentals of a Customer Service Culture

Having a true customer service culture depends on each individual employee. Each employee is focused on solving the customer’s problems Each employee strives to help the customer succeed in their business Each employee supports and helps their fellow employees

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Lessons from a Customer

Over the last month, my family and I have moved from Chandler, Arizona to Newport Beach, California. We sold our house in Chandler, moved ourselves and our belongings, and bought a house in Newport Beach. As so many of you … Continue reading

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Are You in Love With Your Customers?

“If your business leader does not love customers and is not committed to delivering value to them, your venture will fail.” With this quote from Ken Morse, serial entrepreneur & co-founder of 3Com Corporation, I begin my guest blog at … Continue reading

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Get Out of the Office and Get Your Business Growing in 3 Days

With the weak economy and the grid-locked government, many business leaders feel stuck, frustrated and frozen in place. They know that their current strategy of downsizing, economizing and streamlining will not lead to long-term success. In fact, in a recent … Continue reading

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Team With Your Customers

A previous blog discussed the first two ways to turn your current satisfied customers into your biggest allies and best friends. Survey and satisfy these customers. Truly listen to them. The third way to develop customers as allies is to … Continue reading

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Turn Your Current Customers into Your Allies for Growth

Face Reality: Most companies in most industries will not discover the “silver bullet”, the “magic elixir” that returns them to the exciting growth track of the past. As Yogi Berra said: The future ain’t going be what it used to … Continue reading

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