A former colleague recently sought out some advice about a relationship she had with a customer. I provided some ideas to think through how much she should invest in that relationship. This piece sets a framework to “codify” that advice.
A recent conversation with a friend set my mind to consider the changing nature of customer-supplier relationships. In my experience, such relationships have evolved from win-loss to become more win-win. At the end I’ll suggest a way they can become
I often write about the how and why of delivering superior customer experiences. But what happens if you sell through channel partners? Who “owns” the experience then? The answer “it depends” applies here with some aspects to consider. Start by
Unfortunately, what customers say is sometimes very different from what they do.