Customer disloyalty happens. When we fail to meet customer requirements after we initially attract and win their business. When customers become disenchanted, their loyalty is jeopardized. The next step is customer defection. Far too often, businesses of all sizes leave the customer’s loyalty in the hands of front-line employees. These gallant individuals deal with disgruntled… [Continue Reading]
Are We reinforcing our organization’s Customer Disloyalty Program?
Retaining Customers requires All Hands on Deck
Why do initiatives on retaining customers still feel like a bunch of isolated actions? Provided by people in separate departments. With different functions. All throwing their professional efforts at the customer. Instead of in partnership with the customer. That is such an outdated customer retention model. For starters, this outdated concept of retaining customers is… [Continue Reading]
3 Ways Competitive Mimicry actually is Flattering
Competitive mimicry abounds in today’s overwhelmed, often socially-driven, marketplace. Not only that: we have daily cognitive overload trying to discern whether content and “facts” are real, let alone original. Let’s face it. At this point, there are very few original ideas. Unless, of course, these ideas are so unique, novel and provocative that they shift… [Continue Reading]
When Our Customers tell Overstated Stories and We believe Them
Current and potential customers can tell us overstated stories. To attract our attention, negotiate business with us. And lead us on and on and on. So, why do we continue to believe them? Until we don’t, anymore? First of all, we are flattered that these customers contacted us. At this point, we accept their overstated… [Continue Reading]
3 Strategies to remain On Track yet go Off the Beaten Path
What does our personal development strategy look like, in real-life? We have the best intentions, yet are time-constrained. Often, we are conflicted when our employer’s business strategy eats into our own ideas for best serving clients and colleagues. At the end of each day, we feel as though we play a continuous tug-of-war, involving both… [Continue Reading]
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