Do you know if there are things that your customers are tolerating today that they might not tolerate tomorrow? Do you have a way of finding out? Or do you just think because a customer continues to pay today, that there is no risk for the future? Or are afraid to poke-the-bear and rattle a customer about something you can’t address today.
It happens. Buggy software. Late delivery. Escalations. Sometimes we disappoint customers. It happens. But then how do you protect and grow the account in these situations? How do you start a turn-around? There are strategies that can help.
Okay, so I’m being a little irreverent with my title today. All the same, it is a truism of human behavior that it’s the people who care the most about us or are vested in us that all too often are our only source of important feedback. The rest just let us walk around with […]
I love the game of tennis because it actually exercises my strategy muscle. I also love watching tennis matches and listening to the commentators because the say things that so often can be used anecdotally to demonstrate something about business. So with spring in the air, I’m going to dust off one of those tennis […]
If you run any type of repeat or subscriber business, where you have an existing contract or agreed price, then your deals and marketing efforts to acquire new customers, can sometimes be perceived as negative marketing to existing customers if they aren’t offered any deals at all. Especially, if they are not happy or at […]