Monthly Archives: August 2011

610-customer-service 082411 post When your biggest customer calls with an emergency request, do you dial 911? Chances are you are setting off unintended fire alarms – and causing your profits to lose altitude.

I met Shane, a dubiously anointed “star salesperson,” on a client assignment in San Diego. He piloted the biggest customers. When I worked with the General Manager of this $40M software division—his boss—I noticed how Shane could turn the entire support and customer service organization into a tailspin with one email. I cringed when I witnessed how his knee-jerk

There comes a time when you have to stop blaming the business slowdown on a tough economy and break free from feeling marginalized and commoditized.

I have found B2B companies who are thriving and innovating at a record pace. This session will bring their fresh ideas to you.

Join me on August 31 for this complimentary live panel discussion from the comfort of your office from 11-11:45 am PT/2-2:45 pm ET. FOCUS Expert Network will be hosting:

“Customer Centric Marketing Strategies to Escape the Commodity Trap”…

I recently enjoyed meeting Ginger Conlon, Editor in Chief of 1 to 1 Media, a Peppers & Rogers company.
Ginger and her editorial crew span the globe to identify customer-centric planning and marketing trends.
She recently reviewed my book and asked me to comment on:

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The linkage between customer experience and your BS (belief systems)
How values can guide positive customer experience efforts
Tips for tracking the right key performance indicators
Specific actions that today’s customer-focused companies should stop doing

Enjoy this article now:
http://www.1to1media.com/weblog/2011/08/attitude_and_the_customer_expe.html

copyright 2011, Lisa Nirell….

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I recently discovered a like-minded company from the Netherlands–Energize NL. Founder Klaas Weima recently interviewed me on key growth issues, including:

The biggest obstacles to growth
How leaders address a slowdown in growth
What is BS, and how it impedes market growth

This 22-minute discussion provides some Cliff Notes in my latest book….

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