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Home / Archives for Understanding Customers

Understanding Customers

Customer Experience Lesson from a Superstar Athlete

May 14, 2014 By Shep Hyken

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.

Filed Under: Customer Service Tagged With: Customer Experience, Relevant Benefits, Shep Hyken, Understanding Customers, Value

The Impact of Compassion

Nov 8, 2013 By David Horsager

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.

Filed Under: Relationships Tagged With: David Horsager, Trust, Understanding Customers

Experiencing What Our Customers Experience

Jul 29, 2013 By Dave Brock

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.

Filed Under: Relationships Tagged With: Communication, Customer Experience, Dave Brock, Dealing with Complaints, Understanding Customers

Turning Your Value Prop Upside Down

Jul 19, 2013 By Dave Brock

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.

Filed Under: Marketing Innovations Tagged With: Customer Acquisition, Dave Brock, Product Development, Understanding Customers, Value, Value Proposition

Do You Understand Your Differentiation? Does Your Customer?

May 13, 2013 By Dave Brock

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.

Filed Under: Marketing Your New Business Tagged With: Dave Brock, Differentiation, Marketing Strategy, Marketing Your Business, New Business, Pricing, Sales Process, Understanding Customers, Understanding Differentiation, Value Proposition

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From the Editor’s Desk…

What We’re Reading

Leading With Gratitude, by Adrian Gostick and Chester Elton
Research shows that grateful bosses have happier more productive workiers and they fare better themselves. Here’s how to do gratitude right

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Look good on Zoom; When to accept meetings; How to pass on new workloads, and other helpful tips.

Blue Collar Cash: Love Your Work, Secure Your Future, by Ken Rusk
Guidance to those who want to skip the student loans and 4 years and pursue blue-collar careers that lead to success, from someone who did it.

Making Conversation, by Fred Dust
When work meetings become joyless time suckers, here’s advice for conversations designed to move things forward with clarity and context.

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