Communication disconnects, above all, have negative impacts on customer retention rates. And these disconnects abound across the workplace. All you have to do is listen and observe. First, when customers do not understand the purpose of your job function or cannot understand the words you use, they tune out and turn off. As a result,… [Continue Reading]
Communication Disconnects negatively impact Customer Retention
Differentiation is about seeking Business Common Ground
What does differentiating oneself as a Professional of Worth have to do with seeking business common ground? After all, doesn’t that concept fly in the face of everything we have been taught as sellers, doers, makers, inventors and financiers? Consider that so many of us are so busy chasing the objective of trying to be… [Continue Reading]
Client Storytelling involves more than retelling Business Cases
How comfortable are you with client storytelling? Storytelling is a Big Idea involving professional evolution of soft skills you are less-than-comfortable applying to business development and problem-solving. First, most of us do not perceive ourselves as storytellers. We leave that function up to “someone else” in our organization or association – whomever that may be…. [Continue Reading]
Create a Toxic Customer Exit Strategy and save Your Sanity
I recommend creating a toxic customer exit strategy. Over time, having this strategy in your back pocket saves your sanity, as well as professional integrity. Otherwise, toxic customers walk all over you, your colleagues and your organization. No matter how well you honor your commitments to them. A toxic customer exit strategy is just that:… [Continue Reading]
Leveraging Collaborative Client Relationships retains Customers
How well do we leverage collaborative client relationships? For starters, how many of us actually collaborate with clients? Occasionally? Continuously? Not at all? Sure, we send out quarterly customer experience surveys and determine how many green smiley faces we receive. However, completing a survey is not collaboration. After all is said and done, this is an… [Continue Reading]
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