Articles
Customer loyalty must be a focus
With an ever increasing number of choices available to us these days, holding on to loyal customers is more challenging than ever. That doesn’t mean it’s impossible to build loyalty. It does mean...
Super-please to win customers for life
I was talking with someone the other day who’d gone to a walk-in clinic because she was sick. She got some medicine from the doctor and was feeling better. But that wasn’t the amazing part. She said...
Service is the new sales
The sales department has traditionally been upheld as the most important player in a successful organization. They’re the ones bringing in the money, so it makes sense, right? But as the world gets...
Take steps to make the experience inspiring
Everyone wants to have a great purchase and ownership experience. And the more something costs, the greater the expectations. The fact is, however, the experience doesn’t always match or even come...
Make customer service an ongoing journey
Greater Fort Wayne Business Weekly—January 2021 Sometimes there can be a startling difference in the level of service that companies provide. Why is that? Do some companies just have the secret...
Value-based selling focuses on differentiation
There are so many brands and so many choices today, it can be a confusing sea of sameness for consumers. Now more than ever, it’s important for brands to sell on what makes them unique. What are the...
To inspire, you must first be inspired
Most of us have had experiences with uninspired salespeople. Often they seem as if they’d rather be doing just about anything other than what they’re doing at that very moment. It negatively impacts...
Success can be your biggest barrier
In our years of helping companies improve their success with their dealers and distributors, it has always been far easier to work with a company that has been in a slump. Their dealer network is...
Engaged sales channels win every time
In my last column, I introduced the first of 12 truths in business. These truths are often the difference between engaged sales networks that drive performance and those that lack passion, resulting...
10 Insights for Future B2B Success
Over the course of several decades, we have worked with hundreds of manufacturers to help them discover their brands. We have interviewed customers, employees, executives and dealers to learn what...
Retail changes could be here to stay
Throughout the COVID-19 pandemic, we have monitored its impacts on retail—a sector that’s faced substantial challenges over the last few months. Knowing automotive sales is often a leading...
B2Bs should focus on customer loyalty
Greater Fort Wayne Business Weekly—March 2019 Customer loyalty is perhaps the most critical element of business success. We all know the value of loyal customers and have read the statistics about...