James Alexander

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 actively recommend and promote you and your organization without being asked. Champions believe in you and your organization so much...

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 in it for you? Customer success is an organizational strategy and philosophy based upon a simple, straightforward concept: “For us…

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. Sounds simple, but I’m always amazed at the number of organizations and sellers that define their selling process based upon...

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 example, let’s say that you have told the customer that you will have his requested analysis to him in seven...

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 Matters? My experience shows that companies that segment their most important (strategic) customers based only on volume are not receiving…

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 base, the stronger the structure. Benefits of Trust When your customers trust you, many benefits are bestowed upon you. They treat…

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 is leadership’s role to craft and build the appropriate culture, and frame and implement the organizational blueprint. Culture In many…

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 you hope. One of the most powerful loyalty drivers available to organizations comes from a situation most of us dread--screw…

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 by giving customers what they want, expect, and deserve. The 7 Things Your Customers Want, Expect, and Deserve 1. Deliver on…

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, then to use more, then buy again. Whatever your title (account manager, customer success manager, sales executive, support account manager,...

New Posts