‘Hunting elephants’ is a term used by sales people to describe the targeting of very large clients. Elephant hunting is difficult to do, but very profitable if you’re successful. The message from this blog? Forget elephants; hunt whales instead. Whale Hunting with Global Accounts It’s not often that I write book reviews but if […]
Customer centricity is all about doing the right thing for the customer. Doing the right thing also means doing things right. That means service needs to be excellent. All of the time. Sounds expensive? Actually, it’s not. The main message in my last blog about the Service Recovery Paradox was that quality is free so […]
55 | 55 | 5.9 | 81 Every year we follow our own advice. We ask ourselves and our clients: “How did we do?” Just like our own clients, we never quite know what to expect until all the numbers are in and until we have read all the verbatim comments. It’s always nerve-wracking waiting […]
This blog is about a well-known business concept called the Service Recovery Paradox (SRP). What’s SRP? It’s a pretty simple theory. A good recovery following a service failure can turn angry, frustrated customers into loyal ones. Service managers have known about this paradox for years. The concept was first discussed in a popular Harvard Business […]
Most people understand implicitly that good Business to Business (B2B) relationships are built on a strong foundation of trust. But if Trust is so important, why do so few companies measure it? It’s a question that has always intrigued me. I must admit that I’m still struggling to find the answer. The fact is that […]