August 29, 2011 – 9:04 PM
You’re looking for more business. The bad news is, so is everyone else in the world. the good news is, you have a plan. At least you will after reading this. Evaluate the makeup of your best customers. Things to consider: market position revenue size of organization number of employees market type technology platform competitive [...]
September 23, 2010 – 4:46 PM
People don’t mind paying for premium service. They don’t mind cost so much when they know what to expect. But imagine dining in a restaurant, ordering from a nice menu, and then discovering that there are extra charges for the dishes, glasses, and silverware. That glass of water? Extra. Oh, and remember when you asked [...]
September 1, 2009 – 12:25 PM
I read an interesting piece today by Australian business consultant Peter Shallard, called Repeat Business and Customer Retention Formula Revealed. He talks about a coffee shop in Sydney that, in addition to serving good coffee in a timely manner (a baseline for any coffee shop), had Polaroid snapshots all over the walls. The photos are [...]
January 8, 2009 – 8:49 PM
I continue to be fascinated by the possibilities of Web 2.0 applications. Things that were initially developed as amusement and entertainment are now being mined for business applications. This explains the proliferation of geezers such as myself on Facebook (wanna be my friend?), YouTube, MySpace, etc. Now, YouTube, the Internet’s favorite video site, is being [...]
September 14, 2007 – 12:06 PM
While we are not currently Mac or iPod or iPhone users, we have a lot of respect for companies that focus on their customers, and inspire loyalty from them. Fellow blogger Rich McIver, in his blog InsideCRM, writes about this in his entry 12 Effective Strategies Apple Uses to Create Loyal Customers. He discusses some [...]
October 20, 2006 – 11:46 AM
I am reading an interesting book about building an organization around the customer, called Chief Customer Officer by Jeanne Bliss. She has worked in executive positions for Land’s End, Microsoft, and Mazda, to name a few, and she has primarily been the customer advocate in these organizations. Her book is very tactical, and instructs people [...]
