The Direction of Your Customer Service Improvements
I was working with a client recently that was in the early stages of improving their customer service process. They felt the need to improve the process because a couple of their competitors were making a big noise in the market about their customer service teams and their customer service programs. The situation was becoming [...]
Business Growth and The Engaged Employee
Too many businesses are obsessed with this desire to grow sales instead of an obsession to improve revenues. The favorite investment of choice for this growth strategy is sales, marketing, and social media. Invest in new customers. Invest in new relationships. Invest in replacing the customers and employees lost because the company did not know how [...]
What’s Wrong With The Customers You Have?
What is it with the businesses today that simply do not seem to value the customers they already have? Special sign-up programs, new customer discounts, and special promotional packages to attract new customers are in our face every day. Worse, is these same companies often have terrible customer service and support programs. They have it all backwards.
Your [...]
Revenue Growth: Understanding the ACRE Principle
The ACRE Principle focuses on the critical components necessary for revenue stabilization while encouraging intelligent investment in the resources that most profitably enable a business to establish profitable, long-term business relationships. In today’s business environment there is a tremendous emphasis on and investment in revenue acquisition activities through sales and marketing. When revenues drop, this [...]
Influences on the Decision Making Process
When it comes to the decision making process, every great leader relies on information as an essential resource. The decision making process requires some level of gathered, shared, or stored information before action is taken. Often leaders rely on sources they trust or have found reliable, including their gut instincts, to supply them with facts [...]
The Direct Connection to Stability
The stability of any business is directly linked to the strength of the connection between team and customer. Significant or disruptive churn in either of these areas, puts businesses at risk. Employees are the direct and influential connection to customers. Nothing is more disruptive to revenue stability than a disengaged, demotivated team. Yet, businesses still [...]
Where You Spend Your Money
Where I spend my money is not defined as much by what I need as by what I want. When it comes to spending money, I have plenty of choices. Whether I need clothes, food, a new car, a flight, a new place to live, the defining criteria is not what I need. The criteria [...]
Corporate Culture that Binds
Corporate culture is that one essential ingredient or component that binds the people in an organization. Much time is spent by HR strategists and company leaders defining and creating their cultures. What many fail to realize is that the culture has often already defined itself. And, that process has resulted through an identity, an experience, [...]
Effective Communication–More than Words
Despite what we have been told, effective communication is more than words, intonation, and inflection. Communications effectiveness (one of the eight pillars of SuRF) also involves awareness. There is often a monumental disconnect between what is being said and what is being heard between people. That disconnect can be the difference between being informing and [...]
Your Business Needs a Life Style Change, not a Diet
What most businesses really need is a “lifestyle change” not a “diet”. We all know how diets work, especially the trendy ones. Trendy diets focus on cutting out certain food groups, eat specially prepared munchies, or take revolutionary pills and presto–the weight falls off. Six to nine months later, the weight plus is back. [...]
