Dick Lee
Dick Lee
Author & speaker Dick Lee has been encouraging customer-centric business practices for over 30 years. In his latest book "We Are Buyers. You Are Sellers. You're Busted." he changes focus to encouraging customers to fight back against abusive sellers.
The Big Kahuna Tanks – But Will Business Really Understand What Happened to Citi?
I don't want to crow. Okay, yes I do. For a couple of years now I've been predicting Citi's demise (and Circuit City's, too)....
Lose the Meat Cleaver and Be Smart About Cutting Customer-Facing Staff in a Downturn
What's the best way to cut customer-facing staff, which the recession may tempt many companies to do? The best answer is, "Resist doing it." As...
Wells Fargo: More From the Seamy Underbelly of Banking
In a couple of past posts, I've detailed Wells Fargo's finely honed skill at keeping customers from their own money. We left WF banking...
We Know Where We’re Going, But IT Can’t Get Us There
Swell. You've developed your brand spanking new, 2009 customer relationship strategy. You're poised to implement. But ... IT can't enable the work you want...
Citi Hits Iceberg: 52,000 Without Lifeboats
The inevitable finally happened. The Citigroup implosion is underway–to the tune of some 52,000 job cuts scheduled with a year. A while back I suggested...
And Today’s Worst Company in the World Is … Intuit!
If you've ever watched the effusive Keith Olbermann's nightly talk show, you're already familiar with this refrain, only Olbermann does "worst person," which...
Capitalizing on Capital Goods Replacement Cycles
How much should capital goods should sellers invest in acquiring and updating identifying which companies have what capital equipment—and even more importantly, when companies...
The 51st Way to Leave Your Customer (Wells Fargo Redux)
In August '07, I posted a very sarcastic bit titled: "Wells Fargo: 50 Ways to Leave Your Customer." After more than 20 years as...
Coping With the “Choke” Factor
You don't need any reminder that these are bad times for many businesses. And predictions are that times will get worse, perhaps much worse,...
Redesigning Work for Tough Times: CRM Can Play a Crucial Role
Layoffs aren't coming. They're here. Look at eBay. Look at what's about to happen throughout the automotive sector – from manufacturing to dealer sales....
When It Gets So Bad You Have to Laugh: My Troubles With Outlook
True story. I recently installed Office 2007. Didn't go all that well. Business Contact Manager has the same stability problems it did in Office...
“It Takes a Leap of Faith” (to Reach Customer-Centricity)
I love Bruce Springsteen. And I love this lyric more than any other of his classic lines. At least I did. But now, thanks...
Figure Out Why Customers Stay?and Why Some Don’t
Beyond Outcomes Measurement How can a simple concept such as "measurement" get so convoluted? Easy. Just start with a few bromides like "You can't manage...
When Business Is Down?You Do Not Cut Customer Service
Today's business environment stinks for lots of companies. And these companies have to cope. How? Hey, it's obvious, isn't it? You cut people. Especially...
Hey Verizon Wireless! There’s a Reason I Use You, Instead of Sprint. Capiche?
Over the course of writing numerous articles and blog posts, I've commended Verizon Wireless for leading the telecomm pack in customer service. But you...
Rewiring the Company: How to Complete Customer Circuits
I swear, some Gyro Gearloose out there has set the model for wiring up corporate office functions. From sales, marketing and service—to the deep,...
That Gee-Whiz Technology and Souped Up Strategy Won’t Get Your Company in Gear Without a Fine-Tuned Process
Several years ago, we were hired by a service company to help it implement CRM. Senior managers had some hot ideas for bonding with...
One “Touch” Over the Line: How Many Contacts With Your Customer Is Too Many?
Several days ago, my car dealer—or more correctly, the dealer network's contact center— called suggesting that I schedule an oil change and tire rotation....
Laplink Joins the “Clueless” Parade: Why Great Products Aren’t Great Without Excellent Customer Service
I can't believe I'm writing another post about these folks, who develop good but fussy to install, software—then drag their product down by providing...
Two More Clueless Companies Pour New Customers Into a Bottomless Bucket
How many times have all of us chanted, "You have to secure your base before adding new customers"? You're sick of hearing (and saying)...