Customer Focus
Customer Focus
Net Promoter - a multi-faceted program focused on increasing company growth through focused enhancement of customer loyalty - has been implemented in organizations worldwide. Many leading companies have demonstrated...
After years of success, McDonald’s suffered a slow decline, falling out of favor with consumers. This can largely be attributed to the fact the brand did not focus on enduring profitable growth. McDonald’s created a...
Society is entering an age where new forms of mass collaboration are changing how goods and services are invented, produced, marketed, and distributed on a global basis. This change presents far-reaching opportunities...
In A Complaint Is a Gift, Janelle Barlow and Claus Møller present the right way to handle complaints while retaining customer loyalty and trust. Regardless of industry, the truth for all businesses is...
Too few professional retail sales associates receive formal training. Most acquire their skills on the job and through occasional company training courses. Yet, there is an art and science to successfully selling in...
Thoroughly understanding the customer is essential to every successful business. This requires knowing the age, characteristics, wants, and needs of those who buy a particular good or service. But, as Kenneth Gronbach...
Traditionally, it was assumed that companies created value and offered it to customers. This firm- and product-centric view is being replaced, however, by customers’ personalized experience with products and services,...
The sales process used by most companies today has changed very little through the decades. Their methods for selling are still rooted in a time when supplies were tight and vendors held the cards, when orders had to...
Everyone is familiar with the Starbucks story. The eponymous American coffee chain has been part of peoples' lives for years now. Among other things, the company has...
Many sales professionals find it a daily struggle to understand women customers. The way women interpret behavior, hear unexpected meanings, take in "...
