Phil Bounsall

The Secret to Corporate Longevity—Tips for 2018

My great-grandfather lived to be older than most. He lived into his 96th year. And that’s how he would answer the question of his age. When he was 90 and someone asked him his age, he would respond with, “I am in my 91st year.”…

Find Your Grail

The Holy Grail. Many books have been written about the Holy Grail and modern man's search for the legendary chalice. In Dan Brown's page-turner, The DaVinci Code, he hypothesizes that the Holy Grail is not actually the cup used in the Last Supper but...

Customer Magic in the Digital World

Customers expect more from us today than ever before. In some ways they expect magic. Fueled in part by experiences we all enjoy as consumers, the expectations of companies in the business-to-business world continue to grow with respect to the experience we all offer...

Customer Due Diligence Done the Right Way

Last time I talked about 5 Common Mistakes Business Acquirers Make With Customers. The point is that when strategic or financial buyers take a look at the customer base they are soon to acquire, the due diligence they perform is simply inadequate. So, what...

5 Common Mistakes Business Acquirers Make With Customers

When companies acquire other companies, much attention is given to how to make the deal as successful as possible as quickly as possible (for publicly traded companies a successful deal is usually referred to "accretive" or "additive" and a not-so-successful deal is "dilutive"). Unfortunately,...

The Crocus and the Customer

I am officially declaring spring to have arrived. Living in the Midwest, I realize I could be jumping the gun a little, but my number one sign has recently appeared and the weather has been terrific so I am going out on a limb. One...

Look to Your Customers to Find Your Way

There is a saying (the only attribution I can find is that it comes from a fortune cookie!) that goes, "Though we cannot change the direction of the wind, we can adjust our sails." With the uncertainty being thrown at us over the last...

The Grass is Always Greener

Do you ever feel that no matter what heights you achieve, your customers are never happy? Do you ever feel that as a customer you are taken for granted? If you are like most everyone, your answer to both questions is, "Yes." And here...

Patience is a Virtue?

I have a sign that sits in front of me on my desk in a place that I can't help but see it many times each day. It is number 17 of the Creed of the Sociopathic Obsessive Compulsive and it says: Patience is a...

Channels. One Bite at a Time.

Serving customers in a way that creates a loyal following is hard. Add in the complexities created by an indirect go-to-market strategy and the degree of difficulty rivals the reverse 4 ½ somersault in the pike position (4.8 out of 5.0). Why is such a...

3 Things Your Mom Taught You About Customers

There is a very important and early stage in our lives when we are impressionable and learn quite easily. Many of the things we learn during this stage are taught to us by our mothers and they apply to life as well as to...

Playing the Ponies and Customer Listening

If you go to a horse track and intend to place bets on certain horses, you will likely end up looking at a racing form that looks something like this. My first reaction? Wow, there is a lot of data here and I'll bet...

Walk a Mile in Your Customer’s Shoes

Companies that have excelled at the art of customer focus display many admirable traits, but key among them is empathy for their customers. Here are three ways empathy is manifested in the way they operate: 1. Focus on Customer Success....

The Impact of Austerity Programs on Change Management

We are all cutting costs. Have to. There is simply no choice for most companies because most companies are facing greater competition for lesser total demand. One problem this can create is a set of competing motives in the area of change management. On one...

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