Understanding Customers Archives

Is Sales the Most Important Department in an Organization?

By Michael Dunlop | Sep 27, 2021

A business has many departments that need to work together for it to succeed. It is difficult to rank the various departments by importance, but the sales department is one that no business can do without. To put it simply, if your company does not make any sales, it will fail. That is how important…

Why Every Startup Needs To Select Customers Carefully

By Marty Zwilling | Apr 14, 2021

make-them-want-more--7-tips-to-retain-customers

Most startups are happy to find any customer, and will hang on for dear life to every one. Only later do they realize that some of these cost more than they are worth, or lead into commitments they can’t sustain, but no business wants to violate the golden rule that every customer needs to be…

Are You Engaging the Real Customers?

By Dave Brock | Aug 12, 2020

I was doing a series of deal reviews–not unlike most of the deal reviews I do. We were talking about the people involved in the buying process. What struck me in each discussion was how few people were being engaged at the customer — and that the right people weren’t being engaged, even by the…

Customer Experience Lesson from a Superstar Athlete

By Shep Hyken | May 14, 2014

Recognized as one of the greatest basketball players to ever play the game, Earvin “Magic” Johnson is also successful in business, perhaps even more so. He is known for guiding typical suburban businesses into urban America.

The Impact of Compassion

By David Horsager | Nov 8, 2013

Do not underestimate the bottom-line impact of compassion. The ability to show care, empathy, and compassion is a heavy component of trust. The ability is rooted in two long-standing virtues.

Experiencing What Our Customers Experience

By Dave Brock | Jul 29, 2013

Too often, there’s a huge disconnect between our organizations and our customers. Our customers and prospects are frustrated with us and we don’t understand the frustration.They don’t get it, we don’t get it, there is a giant disconnect.

Turning Your Value Prop Upside Down

By Dave Brock | Jul 19, 2013

We’re all proud of our value propositions! We feature them in our web sites, we’re trained to brag about them to our customers. Usually, when I hear people describe their company’s value proposition, the focus seems to be all about the company or the product.

Do You Understand Your Differentiation? Does Your Customer?

By Dave Brock | May 13, 2013

Over the past few weeks, I’ve written a number of posts about Value Propositions and Pricing. They’ve generated a lot of conversation in various venues. One of the things that’s struck me is the lack of discussion on differentiation.