THE BLOG

The Owner is the Customer, Not the Car: Lessons in Customer Service from Porsche

customer service Aug 23, 2016

12 times in a row, Porsche AG has achieved the highest customer satisfaction rating in the US. The auto group has an intense focus on customer service and communication that has landed them in first place in the JD Power Institute’s APEAL Study. They’ve reached the top — Porsche is the epitome of excellence in customer relationships.

What Porsche understands, however, is that customer service is not just a box you can check on the way to success. It...

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EOS & the Importance of Thinking Like Your Target Market

When it comes to thinking like your target market, it’s hard to tell whether Millennials are the easiest to read — or the hardest.

In 2015, EOS accounted for 11.5% of all lip balm sales in the United States. It was second only to Burt’s Bees at 12.1% (Statista). EOS ranked fourth on Business Insider’s list of the Top 50 Brands that Young Women Love. It was alongside major league players like Sephora (#7), Victoria’s Secret (#3), and Forever 21...

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9 Productivity Hacks To Improve Your Business Life

productivity Jul 12, 2016

Sometimes there just aren't enough hours in a day to accomplish everything you want to. Use these quick and easy hacks to increase productivity in the time you do have.

If you're a business owner, it probably comes as no surprise to hear that 29% of entrepreneurs work over 50 hours a week. Being your own boss comes with sacrifices, namely on your time. Therefore, being efficient and productive with the time you do have is critical.

As a fellow business owner, these 9...

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Better Sales Conversations: Aligning to the Customer’s Buying Process

Alignment is Key

Are you aligning with your customer’s buying process? Do you understand it? Are you accommodating it?

When you’re selling — especially in complex sales — you must consider how the selling organization (that’s you) collaborates with clients to make the evaluation, purchase, installation, and support work as you’re promising. You must have a conversation that focuses on the processes supporting the solution...

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Mission Match: Do Your Values Align?

strategy Jun 07, 2016

The most powerful part of aligning yourself with a potential prospect is communicating your company’s mission and values. You should communicate what your company hopes to achieve by working with the prospect in a simple, concise way. When communicating your mission, sharpen your position and speak about the value in your offering in the overall context of your business.

Author Jackie Woodside says this about communicating your...

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The Johari Window: Uncovering the Blind Spots in Business

entrepreneurship strategy Mar 01, 2016

How self-aware is your company? Identify blind spots in your business, leadership, and customer relationships by using the Johari Window Model. Here's how.

Successful businesses (just like successful leaders) possess self-awarenessbut how do you know if you are really seeing yourself clearly? How do you build self-awareness into the DNA of your company? When we consult business owners, we use the Johari Window Model to do just that.

For those of you unfamiliar with the Johari Window...

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Know Thy Customers’ Internal Motivations

customers Jan 07, 2016

How well do you know your customer? More importantly, do you know what motivates them to do business with you? While customer’s desires vary according to demographics, market sector, etc… there is one behavior that shines through as a powerful driver of purchase intention — and that is listening to and understanding customer motivations.

I would like to share two simple stories to illustrate the same core issue:

First: Jane was the director of Knowledge...

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The Business Owner's Guide to Hiring & Keeping Great Sales Reps

sales staff Dec 07, 2015

Effective salespeople are rare for the same reason that any great hire in any field is rare. The sales profession requires talent, training, and a managerial context designed for success.

But if you're a smaller company working within a constrained budget, it's even harder. How can you hire someone to turn on millions of dollars in business for a $45k or even $75k base? Anyone who can do the former knows enough to not accept the latter.

Even when...

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What Is a Value Proposition, and Why Should You Care?

What’s a Value Proposition?

When I was at the MarketingSherpa 2015 Email Summit this past February, I sat down for an interview with their Director of Editorial Content and my friend, Daniel Burstein, where I told him what a value proposition is, and why it is crucial for your business. If you as a business owner are ignoring a core problem with your value proposition, then it’s like a toothache–it’s not going away, it’s only getting...

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What’s Really Driving Your Customer to Buy?

(Image Courtesy Dominik Bartsch on Flickr)

Deal drivers are the things that your prospect (and marketplace) has articulated as being of greatest importance in making a buying decision. It may be price, ease-of-use, performance, support, or a range of other factors. It’s important to note that the deal drivers are very different than requirements; these are the desires of either the company or the specific buyer with which you are dealing.

Bob Apollo, founder if the...

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