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Are You Guilty of Treating Your Customers Like Chopped Liver?

Posted by sybil | On: Mar 21 2017 | Comments (0)
The phrase “What am I, chopped liver?” is uttered when a person is made to feel that he or she is not special. It’s exactly how some customers feel as a result of neglect by companies. I’m seeing this scenario play out in a membership-based...

The Engaging Customer Experience as a Differentiator

Posted by sybil | On: Feb 14 2017 | Comments (0)
[I'm pleased to feature this special guest post by Chip Bell in honor of his new book, Kaleidoscope:  Delivering Innovative Service That Sparkles. Chip is a respected and renowned keynote speaker and the author of several national best-selling books. He can...

How to (Gently) End a Customer Relationship

Posted by sybil | On: Jan 10 2017 | Comments (0)
When I asked other business professionals when it’s best to lose a customer or client, the reasons boiled down to the customer’s lack of respect and not being fully committed to the working relationship. Examples cited included: difficult interactions...

Extending Thanks Giving

Posted by sybil | On: Nov 08 2016 | Comments (0)
Regardless of when you observe Thanksgiving, the holiday encourages us to give thanks for all we have … and for all that we don’t have (e.g., difficult circumstances). I’m all for expressing sincere gratitude during the season; I just wish it...

Hey, Wells Fargo: You Should’ve Followed Aretha Franklin, Not Gordon Gekko

Posted by sybil | On: Oct 04 2016 | Comments (2)
I’m saddened and shocked, but not surprised, about the recent Wells Fargo sales scandal that lead to bank employees opening bogus customer accounts in response to intense pressure to meet unrealistic and aggressive sales goals. I was once a sales manager...

When It’s Best to Lose a Customer or Client

Posted by sybil | On: Sep 13 2016 | Comments (0)
Despite the best intentions, there are times when it’s necessary to give up a customer or client. The reasons vary, as I learned when I asked colleagues why they stopped working with customers. In their own words (and in no particular order), here’s...

Companies Get Lucky (?) with Partial Engagement

Posted by sybil | On: Feb 16 2016 | Comments (0)
“I love working with my customers. They’re what keep me engaged. Can’t say I feel the same about the company I work for.” “I’m upset by the lack of professionalism in my office. Co-workers dress sloppily. They curse in the office...

Top Takeaways from 2015

Posted by sybil | On: Dec 29 2015 | Comments (0)
Like most committed professionals, I’m always in learning mode. I find a constant stream of new ideas, lessons learned, and other important information from reading online and offline, speaking with participants in my workshops and presentations, attending...

The Three Most Important Questions You Need to Ask in Marketing

Posted by sybil | On: Jun 09 2015 | Comments (0)
A brilliant marketing colleague of mine taught me the three most important questions that need to be considered based on the customer’s perspective. These apply to both product and service providers in B2B (business-to-business) and B2C (business-to-consumer)...

Best Quotes on Customers

Posted by sybil | On: Apr 22 2015 | Comments (0)
Customers – love ‘em or sometimes hate ‘em – if you’re in business, you can’t live without them. True customer-focus means understanding, respecting, and serving customers as the basis of your business rather than considering...