Adding selling pressure to the functional responsibilities of front line and back end service teams can backfire. First, these teams are not hired, or trained, to sell. Next, these teams may not have time to sell effectively, especially when actively serving customers. In taking my storytelling speaking programs and workshops to organizations and associations like… [Continue Reading]
Why Selling Pressure impedes Service Delivery Quality
Why do Organizations have Competing Customer Retention Cultures?
Are competing customer retention cultures crippling your organization or association? Often, businesses remain blissfully unaware that employees perform at cross-purposes to one another. Professionally, functionally, emotionally and purposefully. First, competing customer retention cultures are sustained within traditional departmental silos and business models. Here we go again. Sequestering employees in well-entrenched departmental silos reinforces specific professional… [Continue Reading]
Customer Retention Strategy or Customer Churn Strategy?
Ever think that your organization’s or association’s customer retention strategy may actually function as a customer churn strategy? First, assuming that you have a customer retention strategy in place, when is the last time you did a forensic analysis of strategy effectiveness? Then, when is the last time this strategy was updated? Many organizations and… [Continue Reading]
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 That is such an outdated customer retention model. For starters, this outdated concept of retaining customers is… [Continue Reading]
Professional Intimidation and Us versus Them Mindset
All of us experience professional intimidation during the course of our careers. And, some of us continuously experience this type of workplace intimidation. Why is that? Ultimately, Yesterday’s business models tend to reinforce departmental silos and Us versus Them mindset. Often, these old school business models allow the folks with the most degrees, education and… [Continue Reading]
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