As a business, you’re always looking to improve your product and create a good and meaningful relationship with your customers. The more happy customers you have, the better. How can you do that, and keep them coming back for more? It all comes down to the customer feedback loop. This is the process you’ll use […]

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If you’ve never heard of a customer journey map, you’re not alone. It’s a new topic in the business world, only having been introduced in 1999 as a tool to help improve customer experience. Marketing and sales are a science because they are processes. Processes can always be improved but you can’t improve it without […]

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Every day, your customers interact with your company in some large or small way. This interaction may occur when that person uses your product or service. They may also engage with your company through a social media channel or by speaking to one of your employees. The voice of the customer describes both the spoken […]

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Whether your organization produces goods or offers services, the service process defines the customer experience. It will either lead to customer satisfaction, referrals, and repeat business, or even disappointment. As a business owner or manager, it is vital for you to be in control of the service process. The way in which we serve our […]

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The internet and the multiple devices and platforms that connect to it has transformed the way we shop. It should also influence the way we market. “What?” you say, “But I already have a website, an app, live chat, an online store, a Facebook page, a Twitter account, an Instagram account, a presence on Pinterest, […]

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I recently had lunch with my friend and colleague Roderick Jefferson. Roderick is a nationally recognized educational and motivational speaker and is also an acknowledged thought leader in the sales enablement space. When Roderick shared his tag line “Hope is Not a Strategy,” something clicked for me.  Talking with Roderick validated trends I’m seeing with customer […]

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Disregarding the type of business you run, or the industry you’re in, you should probably be aware of what the buying process is & how to take advantage of it. What is the Customer Buying Process? In terms of marketing, many companies will put all of their energy and resources into the purchase itself. This […]

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Customer experience, by definition, is the sum of every interaction a business has with their customer: everything from customer acquisition to post-sale support. It’s what defines a customer’s attitude towards a brand, and the nature of their relationship in the future. As such, it shouldn’t be surprising that have a good customer experience can be […]

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A high-value customer can be the difference between a successful company and a bust. They represent a big chunk of your business, and them leaving can oftentimes be fatal. It’s essential for any business to identify their high-value customers and make sure retain them. What is a High-Value Customer? A high-value customer is a client […]

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You already know that a lot of time, money, and energy goes into signing a new client. So the last thing you want to do is sign a new client and then lose them due to an inefficient onboarding process. Unfortunately, this exact scenario plays out every day. Businesses struggle to find new clients but […]

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