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
Are You chasing Realistic Goals or Workplace Squirrels?
Setting realistic goals often are your last priority at the beginning of each fiscal year. You do it to yourself. I do it, too. And the organizations we work with are right there, alongside us. In very short order, it is far too easy to become exhausted. Chasing bright shiny objects – squirrels which pop… [Continue Reading]
6 Professional Development Targets to Hit Each Month
These 6 Professional Development targets are more than the six “things” you need to accomplish or “do” in order to meet your employer’s KPIs. Or, your sales manager’s quota. Creating your very own professional development targets gives you ownership of you. Perhaps for the first time? At the end of the day, what exactly is… [Continue Reading]
Artificial Customer Conversations beget Artificial Customer Experiences
Is your business fostering artificial customer experiences due to reliance on technology as the primary interface for customer conversations? Listening strategies and tools for the voice of the customer can produce skewed insights. Simply because of where, and to whom, your organization is listening. Are customers talking to bots and responding to prompts via digital… [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]
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