James Alexander
James Alexander, EdD
James "Alex" Alexander has a doctorate in Human Resource Development, and after a dozen years in corporate life has spent more than two decades helping product companies build brilliant services businesses. Alex researches, publishes, advises, trains, and speaks on transforming good services organizations into high-performance services machines that create loyal customers, drive sales of services and products, and dominate the competition. He has written five research studies, four books, and over 150 articles, and has spoken, consulted, and trained in 25 countries.
Brilliant CX: Turning Customers into Champions
Looking to create customer loyalty? Determine potentials, ignore non-essentials, and then treat your best like royalty. Champions are those influential people in your marketplace that...
From Customer “Happy Talk” to Customer Success
Customer success is hot…it is spreading faster than cute puppy videos on YouTube. But just what is it? What’s in it for your organization? What’s...
Brilliant Influencing: Sell How the Customer Wants to Buy
Smart organizations, and the best salespeople who work for them, determine their approach to selling based upon their prospects’ and customers’ approach to buying....
Building Trust Worst Practice: Under-Promise and Over-Deliver
The concept of under-promise and over-deliver sounds sexy, but if followed, it lowers your reliability (a key trust builder) in the customer’s eyes. For...
Brilliant Account Management: Big Does Not Mean Strategic
Are your biggest accounts deserving of all the extra time, special effort, added concessions, and complimentary support you provide? Possibly so, but probably not. Size…
Brilliant CX: Trust Is a Must
Relationships are the key to business success. If we think of a relationship as a house, then trust is the foundation; the sturdier the...
Customer Success Requirement: Brilliant Leadership
Without the big-picture understanding and buy-in of the big dogs, your customer success initiative won’t have a chance. No matter what type of organization, it...
Brilliant CX: Send Champagne with the Roses
When things go down the slippery slope, Don’t hesitate, procrastinate, or mope. Speed your reaction, Jump into action, And the results will be more than…
Brilliant CX: The 7 Things Your Customers Want, Expect, and Deserve
Want to keep your customers as happy and loyal as a Schnauzer pup? Then do what elite organizations do - build brilliant customer experiences...
Brilliant CX: Compressing the Cycle Time of Trust
A big component of creating brilliant customer experiences is getting the customer to collaborate and act upon your recommendations—to first buy, then to use,...