Gary Gerds
Is There a Magic Formula?
Is there a magic formula for turning detractors into neutrals and neutrals into supporters? I was recently asked this question by a long-standing client....
First we count the votes and then we weigh them!
I first heard these words years ago while being informed that I had lost a sale: First we count the votes and then we...
Communication is Everything
I once worked for a very smart executive who often said, "It is almost impossible to overcommunicate." When we help a client perform a root...
Own the Problem
Customers often say some of their suppliers lack a sense of urgency when things go wrong. They also say that their very best service...
“Quality has always been about the fine points
"Quality has always been about the fine points…" - Don Cornelius Quality is about the details, the little things that make a difference. And like...
Customers See the World Differently
Customers see the world differently from their product and service providers. They are interested in different things; they have different goals and objectives. These...
It’s all about Price! (True or False?)
Why gather customer feedback from purchasing people? They only care about one thing: price. We often hear this from potential clients who believe purchasing...
Is It About Value or Business Benefit?
For the past 20 years E.G. Insight has been in the business of helping our Global 1000 clients collect feedback from their most valuable...
Don’t try to “boil the ocean!”
As the New Year unfolds, we begin to feel the pressure to improve our lives overnight. Resolutions are made to eat better, exercise more,...
Sometimes Little Things Drive Big Customer Decisions
A realtor once told me that home buyers often are swayed positively or negatively over very small things. Buyers sometimes reject a house because...
Relationship Equity
Kind of a strange term isn't it? Relationship equity, hmm… Strong customer relationships can save the day. When problems arise, strong relationships help us get...
Every Client Is Different – and Every Client Is The Same! – By Gary Gerds
Twenty years. E.G. Insight recently celebrated its 20th year in the business of helping clients collect feedback from their most valuable customers. Throughout these...