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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...

When It’s Best to Walk Away from a Prospect

Posted by sybil | On: Nov 15 2016 | Comments (2)
For anyone focused on growing a company, it’s hard to turn down new business. But sometimes it’s necessary. My first experience with this situation took place nearly two decades ago, and I remember it clearly. After much debate and hand-wringing about...

Revisiting the Old “New Different” for Marketers

Posted by sybil | On: May 10 2016 | Comments (0)
It’s been nearly seven years since I featured excerpts from Chris Bonney‘s white paper, The View from the Front, about adapting to the recession in my post, Help For Marketers Dealing with the “New Different.” Back then … What’s...

Today’s Marketing: Less IS More

Posted by sybil | On: Sep 29 2015 | Comments (0)
Signs of intelligent marketing at last! Lately I’ve seen more marketers respond to consumer sensitivity and backlash to promotional and informational overload – a major contributor to attention and intention deficit. Here are two examples. The first...

Employees: Much More than Human Resources

Posted by sybil | On: Sep 15 2015 | Comments (0)
As the face of your brand, employees are your organization’s key contributor to sustainable, competitive differentiation. Think of it this way: product and service innovation can be short-lived in a crowded and commoditized market, but the one thing technology...

My Top 7 Blog Posts

Posted by sybil | On: Sep 01 2015 | Comments (0)
Reviewing my blog’s top posts over the past few years, I was surprised with the popularity of my “favorite employee engagement quotes” posts. So I’ll continue to share the best quotes on workplace engagement compiled from both current and...

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)...

What Marketing is Missing

Posted by sybil | On: Apr 28 2015 | Comments (0)
Marketing may do a great job of communicating brand value to consumers, yet it doesn’t necessarily do the same for communicating its own value within an organization. Far too often I hear marketing staff commiserate about how they struggle to get respect...

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...

A Review of Sprinkles – How Little Things Inspire Exceptional Customer Service

Posted by sybil | On: Mar 17 2015 | Comments (0)
Who doesn’t like sprinkles to enhance cookies or cake or ice-cream? It’s the little extras that make a difference in special treats … and brands. That’s the essence of best-selling author Chip Bell‘s newest book, Sprinkles: Creating...