Surprised to enter 2022 digging yourself out of a huge 2021 customer defection hole? It just could be you left your entire client retention strategy up to the virtual customer retention dog. What excuses do you make to your managers about your less-than-stellar rate of customer retention? Consider that customers who defect have an entirely… [Continue Reading]
Did The Virtual Customer Retention Dog Eat Your Client Base Homework?
Will your clients elect you as their go-to professional resource?
Clients have a voice and a choice regarding whom they do business with, initially and on an ongoing basis. Obviously, the goal is for clients to initially elect you as their go-to professional resource to serve their needs. However, will they subsequently re-elect you to serve them in the post-pandemic business ecosystem? First, the pandemic… [Continue Reading]
Create More Value by Speaking Less Professional Jargon
At the beginning of each day, ask yourself these two questions to create more value for colleagues and clients. First, how do you create value during each meeting and customer touchpoint: written, verbally, visually, and experientially? Second, how dependent are you on professional jargon to communicate your professional value to others? If you target creating… [Continue Reading]
Everyone Is An Internal Client Of Everyone Else. Who Are Yours?
If everyone is an internal client of everyone else in your organization, then who are your customers? Each time I ask this question at speaking engagements, workshops or coaching sessions, attendees engage in a flurry of activity. First, they create top-of-mind lists of internal clientele they serve. Next, we conduct the forensic portion of this… [Continue Reading]
Fixing What People Buy because Clients are not Sold What They Need?
Today, let’s ideate together. Take a deep breath. Relax. Let’s innovate. What happens to your revenue stream when employees stop fixing what people buy? Because clients are not sold what they really need. When internal teams actively drive revenue? Instead of serving as order-takers buried in departments traditionally perceived as cost-centers. Because by now, you… [Continue Reading]
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