As a customer, when do you really feel a company is listening?

“Speak into the phone and let me know why you’re calling today.” “It sounds like you’re calling about tech support.” “Most problems can be solved in just one phone call by resetting your modem.” “Press 1 to reset your modem” “Please wait 30 seconds for your modem to turn off and on again.” “If you…

It’s easy to think you know your customer

It starts with the purchase When you get that endorphin rush from seeing a sale you may think you’ve won a customer. If everything’s gone right, you’re absolutely on the way to a relationship that might last years and will produce great things. More frequently the purchase is just the beginning of the process of…

How to Build a Great Customer Success Team

When you are building a great business (particularly a Saas business), you need to devote extra time to taking care of your customers so that they not only are satisfied at the sale, but also on an ongoing basis. A customer may join you because of clever marketing, a consultative selling process, excellent product, or empathetic service – or…

Should you invest in Product, Sales, or Marketing?

Imagine the sales call… When someone calls you to discuss a product you just signed up for, how do you feel? Depending upon where you are in your buyer’s journey, you might welcome the call, feel ambivalent, or be annoyed that the company called you at all (especially if you haven’t yet given them your…

Your customer wants to be entertained

We are all very busy. When someone asks for our attention, we want a show. Not just a “dog and pony” show, but a real experience with a tight structure, strong production values, and a Big Finish that we can record for posterity. Pop Stars have it down – they know that a customer’s experience…