Customer Focus
Customer Focus
The buyer-seller relationship has changed drastically. Buyers are now in control. In his book, The New Experts, author Robert Bloom describes what he calls a “revolution in buyer behavior” and its...
Customer decisions are based on more than price or product; they are founded on every detail of the purchasing experience, including the salesperson, the message, the interaction, and the website. When these factors...
Customer service is based on a trusting relationship between customer and business. Clients come to customer service representatives with a need. Great service staff will be able to deal with these needs no matter how...
The word salesperson can have ugly connotations; it often reminds customers of disengaged product-pushers who sell without passion or purpose. If a salesperson can transcend that image, however, and help his customers...
According to Tom Sant, professional selling is “the most important American invention of the twentieth century,” an engine that has powered our economy and the economies of nations all over the world, for the past one...
Almost two-thirds of Americans’ waking lives are engaged with media of some kind, according to David Verklin and Bernice Kanner, the authors of Watch This, Listen Up, Click Here, and where consumers...
Sales is among the oldest and most conflicted professions on earth — at once reviled and revered, valued for its promise of heavy paychecks and prestigious career paths, maligned for its loose ethics, and made...
C. Britt Beemer and Robert L. Shook’s The Customer Rules presents the argument that the world’s most successful companies are those with an unwavering commitment to customer satisfaction. According to...
In The Pursuit of Something Better, authors Dave Esler and Myra Kruger tell the story of U.S. Cellular’s revolutionary transformation under the leadership of CEO Jack Rooney. Rooney’s instrument of...
For years, marketers have had to work by assumptions. Using only a few standardized test questions and sales figures, they have had to piece together effective marketing campaigns that would hopefully deliver the buzz...
