There’s nothing novel about virtual post-sale client abandonment. Upon consideration, you realize your company’s been doing this for years. In fact, virtual abandonment is a key component of “business as usual.” What is novel about this post-sale scenario, to you, is that now you have to sell virtually. That’s all that’s changed. And your new… [Continue Reading]
Virtual Post Sale Client Abandonment is not a Novel Scenario
Does Making Excuses retain Your Clients Long Term?
When you continuously are making excuses for poor product quality and performance or sub-par service and maintenance, how invested are you in client success? Regardless of whether you design, sell or serve, clients do not initially do business with you anticipating a client retention strategy focused on listening to your excuses. If you are making… [Continue Reading]
It’s too early to worry about retaining Customers, isn’t it?
Now, how do you expect me, of all people, to answer this question? 😉 It is never too early to focus on retaining customers. Because if you do not make customer retention a simultaneous part of your customer acquisition process, then you will be worrying about retaining customers down the road. Because a customer’s retention… [Continue Reading]
Are We sabotaging Customer Outcomes because of Our Own Priorities?
Throughout the year, we sabotage customer outcomes in favor of our own priorities. Not intentionally, at least from our perspective. Nonetheless, from our customers’ perspectives, we cycle back and forth throughout the year. Falling short, and then scrambling to recover, when delivering remarkable and enduring customer outcomes. The types of customer outcomes which are critical… [Continue Reading]
Develop Your Professional Zen for Customer Experience Success
Professional Zen is a valuable professional characteristic to have. Especially when the goal not only is to acquire clients, but also to retain them. It becomes a matter of how we leverage customer experience, long-term. The non-religious use of the term, Zen, describes a state of calm attentiveness in which one’s actions are guided by… [Continue Reading]
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