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Sometimes, we tend to think of the the customer buying experience (and even their earlier experiences when we are nurturing and prospecting) as different from the customer experience, that is, how we treat them after they have purchased. To a customer, it's one continuous experience---with decision Read More

I've always approached networking and social networking from the point of view of trying to build genuine relationships, trying to create value for people Read More

Surveys are and should be a powerful way of getting feedback.  Properly used, they can provide great insight on where you are doing well and where you can Read More

What impressions are you creating? Are they building your reputation or are they hurting you? You control the impressions you create, make sure you are creating those you want. Read More

The more complicated or confusing we make it for our customers to work with us in acquiring our products and in working with us, the more likely they are to go somewhere else--somewhere where it's easier to buy! Read More

At this moment, I’m sitting in the United Club in Concourse C at Chicago O’Hare.  I should be sitting in an airplane climbing to 35,000 feet.  Instead, I Read More

The world would be so much simpler for all of us if problems were simple and we could fix the problem. Today's problems are nasty, their tentacles reach many parts of the business. Fixing them requires looking at each tentacle and the organization as a whole. Read More

As sales people, we want to maximize our impact on the customer. We want to make sure our customers understand us and that we understand the customer. It's not the customer's job to speak our language---we have to speak the customer's language. Read More

Lessons on life and business.  Take the time to watch, then take a few moments to think what you want to change--are you pursuing your passions, if not, find Read More

Customer experience is a hot topic. There's lots of activity with companies building better customer experiences, whether it's focused on the buyer's journey, the post sales customer experience, or the customer life cycle. Read More