Category: Customer Value

  • Customer Service Sadly Lacking

    Mike McLaughlin over at Geurrilla Marketing blog commented on the Sad State of Customer Satisfaction saying, For the third year in a row, customer service ratings are taking a beating. According to researchers at Accenture, almost half of the 3,500 consumers surveyed said that their service experience with companies was fair, poor, or terrible. Making […]

  • Are You Too Losing $100M?

    I was speaking with a major market research firm that in the not too-distant past had scuttled an eagerly anticipated new practice area, claiming that there wasn’t a market for the new practice and associated research. Yet, a few years later, their biggest competitor has a huge, booming practice in the same area! The competitor’s […]

  • Innovation Doesn’t Come From the Top. Or the Bottom. It Comes From Your Customers

    I was reading this week a brilliant essay by Dave Pollard entitled, “A prescription for business innovation: Creating technologies that solve basic human needs.” Pollard writes, Innovation Starts with the Customer: If successful innovations must address an urgent human need, then the front-end of the innovation process should be situated at the point of contact […]

  • Customer Purchase Drivers: The Most Critical Factor in Driving Sales and Profits

    Recently, I have worked with several Fortune 500 companies to help them determine what drives customers to purchase their products or services. My focus for these companies was specifically on uncovering their particular Customer Purchase Drivers–what inherent quality their product or service possesses that makes customers really want to purchase them. These drivers are the […]

  • 3 Essential Steps to Finding & Keeping the Best Clients…. & How to Cast Off the Worst Ones

    I’m excited to announce that I’m launching a new teleseminar series for executive leadership beginning in early March.  This series will discuss customer strategy topics for executive leadership including CEOs, CCOs, VPs and GMs and will consist of presentations & interviews with industry luminaries/exemplars. The first one is titled, “3 Essential Steps to Finding & […]

  • Case Study: How a Small Business Software Company Discovered $16M In Hidden Profits

    A software company that provides financial software to small businesses had introduced a new add-on product to the market but despite spending huge amounts of money on advertising, hadn’t been able to penetrate their existing customer base let alone reach new customers. Prospects were complaining that the new product was too expensive or not that […]

  • It’s Getting Harder to Acquire & Retain Profitable Customers

    More so than ever before, today’s CEOs are faced with increased competition and customers who are very savvy and can be highly demanding, which allows them to be more selective in their purchases of products and services. The result is that it’s getting harder and harder to acquire and retain profitable customers. Now, more than […]

  • Corporate Christmas Letters Are Worthless

    I’m jaded on corporate Christmas / Holiday letters. Too many of them that I receive are preprinted and haven’t even been signed. But even for those that are signed, the cards have a generic message and a scrawl. Even those that are less generic are more “me centric” and have nothing about me. Take this […]