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Avoiding B2B One-Night Stands

Blog post by on August 1, 2014

We’ve all probably done this: a business that sells to business customers offers a special deal or promotion to attract new business or to liquidate inventory, and then is unable to convert those bargain hunters into loyal, repeat customers.

Connecting the Five CX Competencies

Blog post by on August 1, 2014

The customer experience that gains the most confidence with customers is to get the basics right. First, you must earn the right to customers’ confidence. Knit together the series of contacts you have with customers to bring …

A toolkit to tackle organisational challenges

Blog post by on August 1, 2014

A strong focus on your customer can become the driving force for business improvement. The challenge often lies in tackling the organisational issues that stand in the way of doing things better and being more customer centric. …

Learning To Teach

Blog post by on August 1, 2014

I’ve been writing about “teaching our customers” these days.  To often, what I see of teaching is a more advanced form of a pitch. Rather than pitching our products, we are now pitching business issues the customer should be concerned …