My Corporate Guide
How exceptional customer service can lead to referrals
I saw something rather unusual happen a couple of weeks ago. Something that would have been a common sight just five years ago but you almost never see now. A friend of mine was walking around the pub armed with paper, a pen and an envelope full of cash. He…
Why higher prices get more attention than lower prices
Let's say for a moment your name is Richard. And as Richard you've developed some great beach tennis bats. And, let's just say the bats are really something. You've spent a good year or two getting it up to your standards. And now you have just one problem: Your…
What you really want is ......
Yesterday a client I spoke to was walking me through their offer and their service delivery for the product they sell. When they'd finished, I paused and thought about what they had said, then something really interesting occurred to me. Not once did they…
Do you have this marketing problem?
I had an interesting experience a few years ago that taught me a valuable marketing lesson. Here's what happened... I sold an expensive product costing several hundred thousand dollars. And I hadn't been in touch with an existing client for over a year. This…
The Devil wears Prada
Move over Meryl Streep! The Devil no longer wears Prada, she, he or it now sells Prada! That is, according to research conducted by the University of British Columbia, Sauder School of Business, a reality, particularly for “aspiring consumers”. The Canadian…
Make a Statement
A capability statement is, too many people in business, an important, if not an essential document. - Some existing and prospective clients demand submission of such literature. However, securing contracts and benefits as a consequence is not guaranteed. Indeed…
Where do your clients disconnect?
Now more than ever when you are dealing with prospects you need to be mindful of the parts of your customer sales experience that are choke points or disconnects. What is a disconnect or a choke point? It's a part of your sales system where the prospect…
Customer service goes mobile
We now live in a world of instant gratification There are few things that are static or inert about consumer expectations and their demands for service. New applications of concepts, including “local”, “now” and “new” are the current and evolving perception…
Customer relationship management.
Are we losing the plot? CRM – where is the emphasis? On the C, on the R or on the M? More and more we see the acronym CRM being bandied about in the business press, CRM or Customer Relationship Management is a hot topic. In the field, consultants have been asked…
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