Debunking the Belief That ‘Customers Cannot Tell Us What They Want’
The Value of Learning How to Conduct a “Customer Diagnosis” A lot of damage has been done to the profession of sales — and capitalism in general — because business people often think their objective is to “make a sale” or “maximize shareholder value.” For many people, the very words “sales” and “selling” convey pushing …
What Businesses Can Learn From Twitter’s Slowdown Twitter’s strategy is in a flutter. Its user growth rate has slowed and its revenue from ads dropped below Wall Street targets last quarter, resulting in a 30 percent drop in its stock price since April. After eight years, the company is still struggling to explain its business …
Why You Should Forget About Exceeding Customer Expectations Our modern business literature is filled with books and articles from experts who advise businesses to exceed customer expectations and over-deliver as a way to delight customers, build loyalty, improve retention, increase referrals and drive growth. This thinking is so entrenched in corporate America that it often …
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