Mature companies often find themselves saddled with internal squabbling about issues that are actually quite insignificant. If this is happening to your company, you are inadvertently taking your eye off the customer ball. Maybe it’s time to re...

Black holes are unanswered  communication. As time ticks by, the inquiring party becomes increasingly agitated because their inquiry has gone unacknowledged, and unanswered. Many deals have been lost, and many customers have defected becau...

Margin erosion is a sneaky business killer that can unnecessarily send a company to the boneyard. Becoming a doctor of details is essential to protecting the precious pennies of profitability. If you are not willing to get into your company wee...

After 35 years of tracking bad customer experiences, the lack of these two actions are the bedrock of buyer dissatisfaction. Period. End of Story. You want a more profitable bottom line? Do you want to stay in business for the long haul? Do you...

The best return happens when companies aim their improvements at customers. Buyers have a keen awareness of which companies prioritize customer satisfaction over company profitability. The best companies know that happy customers will lead to h...