A growing number of our clients have realized that the information provided by traditional questions such as “On a scale of 1 to 10, how would you rate your level of satisfaction with our company?” is not very useful in predicting customer behavior. As a result they have adopted “willingness to refer or recommend” as [...]
Ensuring repeat sales and developing a long-term relationship with clients revolves around one simple but rarely completed equation — Promise = Performance. While getting the first sale involves making promises, securing the second sale requires keeping them. Salespeople often feel they will lose a sale if they don’t promise enough, but often lose out on [...]
Many organizations are in response mode when it comes to the needs of their customers. However, to keep pace with the accelerated rate of change in their customers’ industries, a more proactive approach is required. Most managers suggest they are ‘not as proactive as they should be’ when it comes to customer relationships. As a [...]
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