Without even mentioning the “C-word”, you all know there has been a large exogenous force, just slightly smaller than a comet striking the planet, and disrupting our lives, to say the least.
Applying Customer Knowledge to Enhance Relationships
Loyalty is an emotion, nearly always described as a feeling – of confidence, of trust, of protecting one’s vulnerability, of being ‘somebody’ – a part of the inner circle. Throughout countless conversations, surveys, interviews and general interaction with members of loyalty programs, I can state without hesitation that the #1 driver of loyalty has been “they know me”.
Deep Listening – Sales Discovery as an Ongoing Process
All companies are committed to winning – but sometimes leadership teams don’t act like it. As much energy that goes into strategy and planning, CRM deployments and sales analytics – you would expect spectacular results.
Which New Normal Are We Talking About?
The idea that there is some collective, monolithic thing called the New Normal is a myth, constructed as part of our coping with the massive uncertainty we all face.
Strength vs. Growth
We have been through an incredible period of a growing economy, rising valuations, customers willing to embrace innovation, and just overall good times.
What do you really need to know about your members?
One of the hardest tasks Association leaders own is knowing what is truly on members’ minds, and how to shift the agenda in response.
Owning Growth: Four Key Success Factors for Innovators
Let’s face it, we all want to grow. Regardless of company size or business category, growth is your goal. And yes, you want to be smart about it. Certainly M&A strategies can play a role, but what about organic growth? Whether you are expanding your product or service offerings or entering adjacent markets, before you begin deploying resources around the new opportunity, consider these four critical guidelines:
How did Net Promotor Score become the standard for Customer Satisfaction and why should you care?
If you’re a B2B marketer, here’s what you need to know about Customer Satisfaction (C-Sat) and why you should be wary of NPS as a sole measure of customer experience.
When Research Goes Wrong
In Market Research, there is a certain flow to how projects get defined. Early on, a project is defined as a quant project, a qual project, or maybe a combination of elements. Often this definitional process is right and good and yield the results for which it was intended.
Launching New Products or Services – Four Mistakes to Avoid
As companies seek organic growth, launching new products and services makes sense. Innovation is key to long term success and competitive advantage. Opportunities to sell more to current customers is an obvious motivation for creating new offerings.