All of us have toxic demanding customers in our client bases. However, we do have control over the situation. Let’s explore. These customers pride themselves in making our business lives difficult. First, they are predictable: they will challenge all proposed solutions. Even the simplest ones. Why? Because everything has to be “their idea.” Otherwise, it… [Continue Reading]
Serving Toxic Demanding Customers is not a Business Growth Strategy
Start Solving the Customer Retention Ownership Conundrum
The customer retention ownership conversation is not a matter of assigning this critical-to-sustainability activity to “someone” in your organization. You know. Out of sight. Out of mind. Until “something” happens. And it always does, doesn’t it? So, just who, in your organization is responsible for customer retention ownership? Who actually owns the customer, pre-sale through… [Continue Reading]
Confusing Customer Service Delivery with Customer Experience Delivery?
Do we really understand the difference between customer service delivery and customer experience delivery? Or, do we use the two terms interchangeably? At times, our self-focused perception leaves customer service delivery up to everyone with “service” as part of their job titles. That means we assume customer service is someone else’s responsibility. Certainly not ours…. [Continue Reading]
3 Industry40 Soft Skills catalyze Personal Development and Leadership
Developing Industry40 soft skills are critical to executing strategy in today’s digitally-transforming workplaces. First, the industrial Internet of Things (Industry 4.0 or #Industry40) business environment includes processes, software interfaces, equipment and machinery and people. Next, each of these critical components are required to communicate and collaborate with each other. Seamlessly. Interoperably. In my work with… [Continue Reading]
Do Our Professional Labels create Positive Customer Experiences?
Are we a bit too devoted to and obsessed by our professional labels? The awards we collect. The Top List of This or That we are on. Those accomplishments, honors, certifications, academic degrees in which we revel. Our professional labels are What We “Do”, for Other People, Right Now. Hmmm……. Really? Our professional labels are… [Continue Reading]
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