Are you really THE expert? Research. Research. Research. We know we’re supposed to do it. The good ones do, the bad ones do very little, and then the great ones…
What changes are your customers making today that may impact your relationship tomorrow? This is one of a dozen questions every organisation and key account team must ask. Why? Because…
The New Normal On March 1st, 2020 the world was hit with a global pandemic that literally transformed the way every business viewed themselves, their markets and their own position…
Defining Crisis When we think about crisis we can often immediately cast our minds to natural disasters, global emergencies and PR scandals. In reality, crises can take many forms and…
How would you rate the quality and impact of your customer conversations today? It’s a question we must all be mindful of. Your answer will confirm how effective you are…
I’d been working for eight months on one of the biggest deals of my career. It was decision time. My company was competing against one other competitor. All of the…
There is a very important question that every organisation on the planet needs to have an answer to if they are to truly create winning customer strategies... Do we have…
I was told once that if you cannot repeat the same results you had last week with the same actions, same effort and same resources then what you have is…
Understanding Satisfaction There are few things more established in today's business language than customer satisfaction. Since it’s early emergence in the 1950s, coupled now with our ability to capture and…