What is the role of internal client experiences in creating extraordinary external client experiences (CX)? Customer experience seems to be on everyone’s mind these days. Paying lip service and talking the talk is different than consistently walking the walk. With all the attention focused on acquiring and retaining customers, often the unsung heroes and heroines… [Continue Reading]
2 Ways Internal Client Experiences are key to External CXs
Successful Internal Customer Communication is Your 1st Priority
How would you rate your own internal customer communication capabilities? Let’s start with the basics. Does everyone on your team – your internal customers – understand what you are saying? How about everyone else in your company with whom you collaborate? People do business with people they understand. If your own team cannot comprehend what… [Continue Reading]
Collaborating with your External Customers
Collaborating with external customers involves more than growing a relationship, being empathetic, researching trigger events and becoming their go-to resource. Could there possibly be anything more? Of course you know the answer is: Yes! Collaborating with external customers involves working on their behalf even when the issue on the table doesn’t create business for you…. [Continue Reading]
Strutting Your Stuff or Showcasing Your Expertise?
All of us know at least one of these “types”, don’t we? The know-it-all, who never has time to let us complete a sentence before they start finishing it. If we have an objection, they are right on us, with how to overcome our reluctance to buy. If we are delivering information to colleagues, they… [Continue Reading]
Is it finally time to move forward and do business?
My industrial manufacturing clients tell me they are beginning to receive some positive signals from their customers.And just as they start to regain confidence to move ahead with planning and ordering, a big customer will slash volume in half over what was projected.It’s like manufacturers are taking two steps forward and one step back. It’s… [Continue Reading]
Follow Us!