6 October 2010
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7 Attributes of an Effective Customer / Supplier Partnership

Every time I hear the word Partnership I want to throw something! The business community uses this word so freely that in many business situations it has lost all meaning and value. So here are some of the most important attributes that I have observed in a true Customer / Supplier Partnership: Ongoing collaboration with a willingness […]


16 September 2010
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Measuring Customer Experience Feedback

There are three questions I have been getting very frequently on the topic of customer B-B surveys: 1. Are people becoming surveyed out? Yes, when the survey is predominantly for the benefit of the supplier –  it really needs to be an integral part of the Partnership process – also need to have high-wide-deep participation […]


11 May 2010
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Customer Experience Management – It’s Here!

My observation in the New Economy… The new economy has brought to light one of the most fundamental yet important business practices of all times – keep the Customers you have! Like many suppliers, Customers are also stressed. They need help to exceed business objectives. Customers are also very complex – each is different and […]



14 September 2009
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7 Important Sales Trends and Facts to Consider and Align to

During some recent conferences, client meetings and readings I now realize that the world of selling is really changing more rapidly than I first thought – and I have suggested it is changing much sooner than later! I have been so bold as to suggest that the traditional sales person we have all come to […]


28 May 2009
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Comments: Comments Off on Satisfied Customers versus Loyal Customers – Who Cares? I do and we all should!

Satisfied Customers versus Loyal Customers – Who Cares? I do and we all should!

Enough of this satisfied customer thing – Enough of this “I have a great base of customers who say they will refer me.” (a high NPS rating). I’ve listened to it for years – I’ve even, at times, bought into the whole concept. Every time I hear about a company who has a long list […]