In a recent Voice of the Customer survey, I asked my customer’s customer, “Are the objectives of the relationship being met?” QBR’s should be scheduled just after a sale as part of the implementation ...

Take the word “no” out of your vocabulary. Instead, we find a way to give them a “Yes, and….” The best customer service salespeople talk only 30% of the time because the other 70%, they spend ...

Exceptional customer service goes beyond simply meeting expectations; it involves building meaningful connections with customers, anticipating their needs and delivering personalized experiences that ...

While earning my second master’s in business strategy, I read The Marketing Imagination by Theodore Levitt. Levitt argued that the core purpose of a business is “to create and keep a customer.” This ...

More than a feel-good bonus, customer delight is a measurable advantage that fuels differentiation, retention, and sustainable growth. Companies that prioritize delight move beyond standard service ...

When I’m hired as a business consultant, besides scanning the obvious business blueprint for necessities of success like marketing, branding, scalable systems and a uniformed digital ecosystem, I look ...

Avoid overpromising. Trust is built by establishing realistic expectations and then overdelivering. Overdelivery doesn’t mean working for free or providing services at a significant loss. Small, ...

Customers today yearn for an authentic human connection with the brands they patronize, yet many companies still rely on mass marketing tactics and transaction-based engagement models that treat ...

To learn more about our editorial approach, explore The Direct Message methodology. You’ve probably seen the numbers. Surveys show that 80% of consumers expect personalized experiences. Nearly 70% ...

No type of management position has undergone more profound changes over the last ten years than that of client relations managers. Changes are being driven by economic globalization, competitive ...

Abstract: Customer Relationship Management (CRM) systems have come a long way in their evolutionary life cycle. From being used as a mere Rolodex of customer information, they have transformed into ...

A call center is a specialized facility that is used by organizations to handle customer interactions. All incoming and outgoing calls to customer support, telemarketing, and sales services are ...