Does the siloed departmental culture in which you reside impede or promote customer success through service quality delivery? Consider findings from the 2017 Deloitte Global Human Capital Trends study (and the 2018 study builds on these findings). In this report, tomorrow’s workplaces are characterized by networks of interoperable teams. However, when today’s business models remain… [Continue Reading]
How a Siloed Departmental Culture impedes Service Quality Delivery
When Collaborative Storytelling is Compelling Storytelling
Collaborative storytelling is at the forefront of humanity, ever since the first tribes met together around a camp fire. These days, collaborative storytelling often takes place on wireless, handheld, portable communication devices. Our tribes may not come together in front of a camp fire. However, they do interact online in communities. Think about it. Collaborative… [Continue Reading]
3 Ways to pivot Customer Retention Pain into Business Success
Anyone out there experiencing customer retention pain? The overwhelming majority of folks who contact me equate customer retention with a dental root canal procedure. In fact, often they prefer the latter over the former. It doesn’t have to be this way, you know. However, the first step in pivoting customer retention pain into business success… [Continue Reading]
Why Your Confused Customers are not Retained Customers
Do you have confused customers? You just may be creating customer instability instead of executing a rock-solid customer retention strategy. Let’s explore. Take a walk around your organization, regardless of whether you are a solopreneur with subcontractors, a SMB or a large enterprise. What does the internal landscape look like, in terms of consistent delivery… [Continue Reading]
When Customer Retention becomes a Sales Spectator Sport
When customer retention processes become a sanctioned sales spectator sport, everyone suffers. Especially those valuable clients who are abandoned once the contract is signed. What could go wrong, post-sale? Besides, the post-sale care and feeding of those valuable clients is SEJ: Someone Else’s Job. After all, sales professionals are compensated for acquiring customers, not baby-sitting… [Continue Reading]
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