George Taylor

If you see it, you own it: a simple rule for great customer experiences

Often times when we talk about building companies that are focused on delivering great customer experiences, we talk about the 10 things you need...

5 Keys to Effective Survey Design

Surveys don't have to be boring statistical summaries of data. When designed correctly, customer or employee surveys can be powerful drivers of facts for...

Measuring Up Customer Relationships

Think about marriage relationships for a minute. The strength of the relationship can be difficult to measure and sometimes gets summed up in...

Five Keys to Building Trust with Customers

In January the 2013 Edelman Trust Barometer was released (see details here http://www.edelman.com/insights/intellectual-property/trust-2013/). Each year this global research firm looks at attributes that...

3 Ways B2B Companies Deliver Value to Customers

There are three drivers that determine the value you deliver to your customers. Like anything in your business, it's important that you're able...

Blocking Bad Booth Behavior

I was given an opportunity to attend a trade show conference this week. When I wasn't attending sessions, I was in the traditional...

Sales Through a Customer Lens – Phase 2

As sales people mature in their understanding of sales, they begin to recognize it has little to do with the seller and everything to...

Sales through a customer lens: phase 1

I find that when people first start their career in sales, they often have all the wrong ideas of what sales is all about....

Staying Small While Growing Big

I've been fortunate in my career. For the first 10 years, I worked for a small company with about 100 employees and total...

Measuring the Strength of Customer Relationships

I have a favorite saying that all relationships end up somewhere, but few relationships end up somewhere on purpose. Think about it for...

Are your customer hand-offs coordinated?

Several years ago surgeons in London completed a six-hour operation to fix a hole in a young boy's heart. The surgery was successful,...

Outside-In: Internal Customer Advocates

Think for a minute about any simple interaction you have with a company. Something as simple as placing an order at a quick-serve...

Outside-In: Getting Perspective

We are all customers of a business. In that role, we're all able to see things that are apparently invisible to the owners,...

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