Kristin Zhivago

How the Web Works (for Business Owners and CEOs)

What is the first thing people do when they hear of your business or find you in Google?  We all know the answer: They go to your site. If you are a service business, they will probably also go to LinkedIn to see more about you. And, further alon...

Go Digital or Die: Advice for Baby Boomer Business Owners

Sounds harsh, doesn’t it? Unfortunately, it’s true. We are seeing more and more baby boomer business owners who are like deer in the headlights. Why? Because they are overwhelmed with the digital and technical aspects of their business, which has stifl...

Why you’re not Steve Jobs: He was the ultimate Customer Experience perfectionist

I first published this article in 2012. But it was time to publish it again to address an unfortunate trend. Lately I have had...

Why I’m Buying from John

I’m in the market for a business-to-business software product. I’m pretty far along in my buying process and I have narrowed down my choices...

Managing individual salespeople

Is managing salespeople one of your most difficult tasks? If so, you're not alone. CEOs who have few problems managing people in other positions...

5 Ways to Blow the Sale with the First Contact

I recently posted a freelance web development project on a web development job board. Most of the responses, unfortunately, were perfect examples - of...

The salesperson’s first test: Making an appointment via email

We all use email to agree on a meeting time. Unfortunately it's terribly inefficient, especially when it's done incorrectly. A salesperson who is sloppy...

Metrics can tell you what, who, and how, but not why. And why is...

Thanks to site tracking, cookies, and A/B testing, you can monitor and analyze what any person does on your website, and how they respond...

Comfort is your real product; your character is where it comes from

The entertainment industry tends to portray people in business as greedy, selfish jerks. I spent a number of years in that industry, and I...

The single most important thing you need to focus on in 2013

What is going to matter most to all companies in 2013? Only one thing, whether you are a MomPopoly (great new term - thunk...

“Why Aren’t You Selling Us the Other Stuff We Need?”

I just finished interviewing a very smart customer for one of my clients. He's a high-level manager in a tech company, a buyer of...

How Customers Want to Be Treated: Debunking Common Marketing Myths – Part 4 of...

CEOs and entrepreneurs tend to pay very little attention to the customer's experience, as I mentioned in a recent article about Steve Jobs. They...

How Customers Want to Be Contacted: Debunking Common Marketing Myths – Part 3 of...

Comments (1)Share: The majority of CEOs and entrepreneurs still think that yesterday's aggressive, cold-calling, hard-sell methods are still working. The truth is, using these tactics...

How Customers Choose a Product or Service: Debunking Common Marketing Myths – Part 2...

Interviewing thousands of customers about their buying process has convinced me that while the buyer is attempting to buy something he wants, he is...

How Customers Decide to Buy: Debunking Common Marketing Myths – Part 1 of 4

Comments (0)Share: Sales and marketing gurus assiduously spread the self-serving myths that you can manipulate a customer into buying; that you can create the need;...

Your very own demographic: The power of “Quirks in Common”

"What I do is call my client's customers . . . " I said, in a dinner conversation with a marketer, at a conference. "And...

Why you’re not Steve Jobs: He was the ultimate Customer Experience perfectionist

One scene, described in Isaacson's book Steve Jobs, sums it up perfectly: "As usual Jobs focused on making the product as simple as possible...

Content Management Company CEO Calls 100 Customers. Learns What Customers Want. Gives It to...

Frank Dale is the CEO of Compendium, a fast-growing content management company. Just before he became CEO, he did something all CEOs should do:...

Customer-Centricity: Going “Back to the Brand” Is NOT the Answer

As the blogosphere obsesses over customer centricity, there's a contrarian school of thought that goes something like this: "It's impossible for a company to...

RU a Protector or Predator? Your customers know for sure

Before you read this, check out this heart-warming video, which shows an amazing French horse trainer, Francois Pignon. Listen as he explains to Martin...

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