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Assessing Customer Relationships

Assessing Customer Relationships

For years, I have used a simple diagram to assess customer relationships while generating meaningful and actionable customer discussion.  How do you start to improve customer relationships? A simple stair-step picture shows relationship types progressing from simple “supplier” to “partner.” 

Andrew McFarland 19 July 202017 July 2020 Customer Loyalty 1 Comment Read more

Pandemic Selling – What Buyers Want

Pandemic Selling – What Buyers Want

As businesses across the world reopen, which selling approaches will prove successful in the “pandemic” world? What do buyers want? The pandemic is causing sales techniques to evolve at a quicker rate.  Over the last 20-30 years effective selling has

Andrew McFarland 12 May 202012 May 2020 Best Practices, Customer Loyalty No Comments Read more

Can Low Prices Compensate for a Poor Customer Experience?

Can Low Prices Compensate for a Poor Customer Experience?

What would you think if a company you did business with said cutting 2,000 customer service jobs would have NO impact on the service they provided? My 1st reaction was – you’re crazy! Cuts of this magnitude (about 6% of

Andrew McFarland 16 February 201616 February 2016 Customer Experience, Influential Factors - Harmful 1 Comment Read more

3 Ways Companies Undermine their Customer Relationships

In business we say we want deeper customer relationships and in a previous post I suggested ways to develop these relationships.  What we do is quite different.  Many companies drive a wedge between customer and supplier, which actually destabilizes and

Andrew McFarland 18 March 201428 February 2014 Customer Experience No Comments Read more
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