Archive for September, 2012

Improve Customer Experience, Be a Customer First Company

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Today’s Make It Actionable Strategy™ is for you if your company would like to increase customer retention and improve the customer experience by being a customer-first company.

What is a customer-first company? Customer-first companies consider three perspective; the executives, employees and customers.

From the Executives’ Standpoint, they:

  • Believe their businesses exist solely to provide value to customers in exchange for a profit
  • Put customers at the heart of their culture, vision and objectives
  • Focus “outside-in” from customers’ point-of-view not an “inside-out” company’s perspective
  • Develop every function ...
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Journey to Forgiveness

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Journey to Forgiveness

Most of us have had to endure traumas throughout our lives that despite our best efforts to bury the hurt deep within our hearts, the wounds remain open, unhealed and uncared for. The first of my many childhood traumas was the sudden, unexpected death of my mother when I was 4 years old and the negligent emotional abandonment of my father as my 4 siblings and I were left to deal with her death on our own. Yet forbidden to ...

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Defining Ideal Customer Profile

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Today’s Make It Actionable™ Breakthrough Success Strategy™ is for you if your company is: not attracting enough customers, not loving the customers you do attract, or not getting fair value for services. Possibly your cost to serve and cost of sale are too high or customer-facing employee morale is suffering. If any of these apply, they are symptoms your company is serving the wrong customers.

It’s impossible for our companies to be the best fit for all customers and for ...

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Customer Relationship Development ROI

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Watch this week’s valuable Make It Actionable™ Breakthrough Success Strategy video to get greater results and investment returns on customer relationship development.

As a career long customer advocate, I started my company about 11 years ago because I felt it was important for companies to put customers’ needs first and do what was in their customers’ best interests. Sometimes that means walking away from sales opportunities. When you truly care about your customers and your company; saying no to opportunities that ...

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