When you’re growing a business, you’re bound to encounter obstacles from time to time. But if you weren’t good at overcoming them, you wouldn’t be where you are, right? Personal development expert Dan Millman once wrote, “The secret of change is to focus all of your energy not on fighting the old, but on building the […]
Surveying your customers after they’ve had an interaction with your company is a great way to get real-time feedback on your products and services. But what are you doing with the survey responses? If you’re not implementing them into how you coach your team, you’re not taking full advantage of their potential for impact. Your customers are […]
Ask any marketer what their challenges are, and measuring campaign effectiveness will be in their top five. Salesforce automatically measures campaign influence on sales opportunities, but there’s a catch. At least one of the opportunity’s contact roles must be a campaign member, which means your users need to consistently add contacts and leads to campaigns. Campaign […]
In the last few months of 2001, three professional services consultants—David Maister, Charles Green and Robert Galford—published a smallish, unassuming book called the Trusted Advisor. In it they come to a less than ground-shaking conclusion: that nobody can become successful in business unless they first gain the confidence of their clients. Not rocket science by […]
Capturing the voice of your customer is essential in delivering a better customer experience. Yet, despite all the work being put into your survey programs, your response rates are dwindling. Why? Because customers are increasingly reluctant to volunteer their time to participate in your research. Think about it. How many times have you, yourself, received […]
