In botany, we learned that an evergreen plant has leaves that stay green throughout the year. Unlike deciduous plants, which lose their foliage during the winter or dry season, the foliage of evergreen plants remains constant. Like their botanical counterparts, successful companies take an evergreen approach to their client relationships, too. Conventional wisdom, which is […]
Seven Secrets for Developing Evergreen Customers Read More »
Jim Buchanan, Author, Winning Customer Love Over the past 40 years I’ve worked in lots of different businesses, of all types and sizes, all around the world. I’ve held jobs on the shop floor, as a route salesman, as a mid-level supervisor and manager and in the C suite, including a couple of CEO roles. My
Love is a Strategy Read More »
Chip R. Bell, author, The 9½ Principles of Innovative Service Organizations struggle to unravel the real reasons their valued customers leave. Most gather explanations as a customer closes an account. What they learn is almost always a tiny glimpse at a misleading symptom and almost never the accurate diagnosis of the true issue. For example, customers
What CEO’s Don’t Know About Lost Customers Read More »
Shelley F. Hall, Managing Director, Catalytic Management When sales people fail to retain customers, the first thing to investigate is the signal management sends via compensation plans. Compensation plans tell the sales person where they should spend their time and effort. Human nature drives us to do what delivers rewards and money is a big reward. So
Losing Customers? Time to Examine Your Compensation Plan! Read More »
