Tag Archives: customer relationships

Customer Communications: What Messages Do You Send?

What do you need to know to improve customer relationships and communications? Even if you’re not in sales, you still need to be current on the messages you want customers to know. “No matter who employs you or what your organization is selling or servicing, you work within two areas of responsibility; there are two […]
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The Customer Experience:
Not What It Used to Be

Leaders seem to forget that their human assets make or break a customer’s experience. “Interpersonal interaction, though sometimes not the top reason for making a purchase, is almost always the reason for not repurchasing.” ~ Marshall Goldsmith, Don Brown and Bill Hawkins, What Got You Here Won’t Get You There in Sales!: How Successful Salespeople […]
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Customers “Like” Social Marketing

Most CEOs hope a stronger focus on customers will protect them from eroding profit margins and commoditization. When companies concentrate on customer relationships, they usually devote most of their  attention to CRM technology that monitors customer satisfaction. But getting closer to customers is not a matter of installing better CRM systems or simply measuring satisfaction […]
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Empathy: When Leaders Lose Touch with Customers

What happens to companies when they focus on the numbers, instead of what customers want? Lack of empathy can lead to a company’s demise. Some business executives dismiss the need for empathy, favoring the more concrete and defensible virtues of rational analysis. They have a point. So did Blockbuster executives when faced with Netflix’s debut. […]
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