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Contributed Articles

The Six Sources of B2B Customer Expectations

In the old, pre-Web 2.0 days, businesses made promises (then called the brand) to prospects and customers that formed the basis of a potential relationship. These promises were then augmented by commitments made by sales people as the purchase decision came closer to fruition. These days, as a result of Google, social media, and instantaneous communications we see that the promises and commitments have now been replaced by expectations in the minds of prospects and customers. This article presents a list of the six expectation sources, with examples and actions that can be taken to minimize negative or inaccurate information from influencing your prospects and customers.
[Full Article]   Apr-07-2013


3 Ingredients for Building Effective Teams

Building effective teams is a common challenge for most businesses. How do you assemble the right mix of people and expertise to deliver the most efficient and effective outcome? Sometimes, the things business owners believe matter most aren't really priorities in building great teams, says Richard E. Spoon, founder of Lafayette, La.-based business consulting firm ArchPoint Consulting. Spoon, who spent more than 17 years at Campbell Soup Company and Procter & Gamble, advises his clients to focus on three key areas before staffing a team.
[Full Article]   Mar-24-2013


Are Your Customers Getting The Love They Deserve?

Once a customer has experienced a certain level of service–and made a purchase decision based on this experience–their natural expectation is that that level of service will continue to be met. In our personal lives, we understand we cannot realistically expect close friendships, family relationships, or a marriage to survive and thrive if we do not continue to put effort into maintaining them. Why should a company’s relationships with its customers be any different?
[Full Article]   Mar-24-2013


Tips for Keeping IT Projects Under Control

Scope creep. Team members who don't understand what's expected of them. Poor inter-departmental communication. These are just some of the problems project managers constantly face. So how do you keep projects under control? asked dozens of project managers and project management experts to find out. Here are their top 13 suggestions for dealing with the challenges all project managers face at one time or another--and for keeping projects in check.
[Full Article]   Mar-24-2013


4 Reasons Customers Leave and What You Can Do About It

A report from the Database Marketing Institute notes that for many businesses, including hotels, gas stations, drugstores, and grocery stores, the bulk of the profits come from the 70%-85% of customers who are loyal to that business, regardless of price fluctuations. So if most of your profits are going to come from existing customers, it’s obviously important to know why those customers leave and what you can do about it. Here are the top four reasons customers choose to leave (so this doesn’t count things like death or moving away from a local business) and what you can do about it.
[Full Article]   Mar-24-2013


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