I’ve been studying company culture for awhile now. At its’ best it drives profitability. At it’s worst you’re replacing staff every time you turn around. Who is responsible for creating your company’s culture? If  you’re the business owner, you are!!! That means you can change it if you don’t like what you’ve got. You change [...]

What is a culture of connection and what does it do for the profitability of a company? In your industry who is eating who for lunch? (yes you’ll understand what I mean if you read through the article.) Years ago when I had my IT company we received a $1,000,000 RFP. It was a bigger [...]

“Selling’s hard,” she moaned, shoulders drooping. “I get told ‘No’ a lot more often than ‘Yes’ and I’m not sure how long I can keep this up.” How many times have we heard comments like this from a sales person? Selling is hard, but for many it’s harder than it needs to be. With a [...]

According to author, Jeffrey Gitomer…”Customer Satisfaction is Worthless, Customer Loyalty is Priceless” – Apparently companies like Cosco understand the difference…They have been recognized as the leader in customer loyalty among warehouse retailers, rocketing from start-up to Fortune 50 status in less than 20 years, while spending next to nothing on advertising and marketing because of [...]

From TED, Ideas Worth Spreading Need more clients? Listen to Simon Sinek talk about how you can use the ‘why’ of your firm to inspire and connect  – yielding people who buy because they believe. This creates tipping points and wildly successful products. Our brains are emotional. We buy based on emotion. The ‘why’ is [...]

Disneyworld has a customer experience story that illustrates how the customer experience is designed and choreographed like a dance – a memorable performance with staging, lighting, performers, music and a variety of other elements. The customer experience is the product of strategic thinking and execution as much as it is personal warmth. The Disneyworld Story [...]

Nancy complains, “Why can’t they get their act together? This is so frustrating. The first person I talked to wasn’t even nice. The second person was much nicer but couldn’t make a decision. I got sent to a technician and got lost in their phone system. It turns out they don’t have the fix I [...]

I hear from CPA firms. It usually goes like this: Clients expect so much. If they don’t get what they want, they threaten to go elsewhere. So firms are in a struggle to meet client demands while not burning out their staff, kind of caught between a rock and a hard place. How do you [...]

Certainly your clients are people; they are individuals you connect to in many ways. Perhaps they are the point person of the organization that is actually who is paying you. You connect by having a personal relationship as well as a professional relationship. Part of your professional relationship is your hope that they see so [...]

There are two results from marketing. There are the low hanging fruit, the leads from prospects that want to buy now and immediately enter your sales process. Secondly, there are the leads that are seeds which need to be planted and nourished. They may turn into buyers in the future when they are ready and [...]