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Your company could offer the best prices and services around, but if your company fails to make customers feel wanted, you can consider the chances of repeat business out the door. When it comes to retaining customers, simple gestures go a long way. And yet, if studies are anything to go by, we have yet to learn the fine art of keeping customers f Read More

In his book, The Age Curve: How to Profit from the Coming Demographic Storm, Kenneth W. Gronbach tells a story about stopping at the top of his driveway to retrieve the mail, getting back in the car and hearing his two daughters—aged 13 and 16—excitedly ask what came for them. Both, it turned out, received direct-mail offers from their favorite cl Read More

The title says it all. The post shows you what resources to use to measure what metrics with your startup social media campaign. And then all the resources are...free. Read More

I can't resist another reference to the Trust Equation as a way of introducing Cordell Parvin's Choose Words Carefully. Looking at the components of the Trust Equation (Credibility + Reliability + Intimacy) / Self-Orientation), trust is built largely through words. What about actions, you say? Absolutely! That's how Reliability is created — when a Read More

The reason meetings are such a continual waste of time and energy is simple: pervasive distrust. And there's also a simple way to prove to your people who much you trust them. Read More

Bruce Rasmussen's engaging personal tale combines forthrightness and whimsy, beginning with a marketer's definition of trust (which he claims to paraphrase): "A can trust B if B has the opportunity to rip A off - and chooses not to do so." Embedded in a story about muffins are some pretty provocative questions that Bruce asks about our own or Read More

Sex, religion, and politics are widely taught as the three topics to avoid in any relationship. Paul McCord, who writes the Sales and Management Blog, begs to differ — at least on the political front. Paul invites an engaging discussion on the downsides of avoiding discussions of politics with sales prospects. Referring to the upcoming U.S. presid Read More

Michael draws out five leadership lessons and brings attention to a particularly interesting point with this one: "All of us would do well to reflect on how receptive we are to the suggestions and opinions of others and alternate points of view. Leaders need to question their willingness to hear certain voices and not others. They need to make a Read More

Steve Roesler offers five practical tips for finding out how you're doin'. My favorite is number four: “Your best relationships are with people who say 'no' to you. This isn't about someone refusing to give you feedback. It's about the paradoxical dynamic that surrounds difficult news. It takes a high level of trust to say 'no' to someone. As a re Read More