Last time we looked at the rather muddled ownership of the voice of the customer (VOC) in most organizations. This important part of understanding what customers want, how they feel and what’s on their minds is claimed by many in the organization, but properly owned by nobody. Sadly, the same can be said for the […]
Buyer Distraction Happens in B2B Too
Poor lady. There she was in a crowded grocery store on a Saturday morning with a baby and a toddler, $300 worth of groceries, an impatient cashier and no idea what the PIN for her debit card was. Each time she tried to focus and conjure up the four little numbers, the baby in the […]
How to Build A Better Sales Pitch
Last week we had a look at the poor old sales pitch deck and how it drives truly miserable selling and buying experiences all around, and generally squanders the time of very expensive people. This week I’d like to propose a new approach to the sales pitch presentation. Let’s lose the 20-slide decks. Let’s forget […]
Stop Apologizing, Start Measuring
There are a thousand reasons to be happy you don’t work for Volkswagen just now. One of them is getting to avoid being part of the orchestra accompanying its Dance Apologetic over the emissions software thing. And boy are they dancing in Wolfsburg this week. Customers are about to get gift cards and a big […]
Why Marketing Needs to Fix the Customer Experience
We’ve spent the past two weeks feeling sad about the state of customer experience management (CEM), so it’s time to lighten up a little and talk about why marketers should care. Last week we saw the clear relationship between good CEM and good corporate performance. We can chalk up at least a bit of this […]
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