We all know that change is happening much faster than it used to.  Markets, technology, consumer preferences and public perception are all moving at a more rapid clip (just ask Tom Cruise).  And yet, most companies change at exactly the same rate at which they’ve always changed.  This creates an enormous opportunity for those businesses…

Have some fun this week.  Pull aside a few customer contact people and ask them if there’s anything about your operating structure that actually makes it harder to help customers.  First will come shock, then skepticism, but with persistence, you may get the front lines to tell you what your customers already know: there’s always…

If you give holiday gifts to your best customers or clients, think of it as an opportunity to remind them of the value of the relationship and of what you do for them.  Sure, it’s easy to send a fruit basket or a bottle of wine.  But when they’re gone, they’re gone.  Instead, think about…

When Tickle Me Elmo was introduced in 1996, it became the runaway hit of the holiday season, and was followed in subsequent years with Elmos that hokey-pokied and did the limbo.  But those toys, while popular, didn’t match their ticklish predecessors’ sales numbers.  So with toy sales stalled, Mattel is taking a new tack in…

Most companies want – and need – to have some idea of the success of their sales and marketing efforts.  But what we measure may not always be the best yardstick.  For example, salespeople may be required to make a set number of calls.  But does meeting that goal necessarily result in more sales?  It…

How can your business gain credibility and attract customers who are more focused on value than price?  Become the expert in your market.  There are plenty of ways to accomplish this – white papers, newsletters, seminars, media appearances – but they all require hard work.  To be seen as an expert, you have to truly…

Christmas may seem far away at the moment, but even as you read this, many companies are in the process of wasting one of their best branding opportunities of the year.  Instead of producing a unique holiday card to send to customers or clients, one that reinforces the brand and offers a more heartfelt way…

When customers leave, 32% of them cite unresolved complaints, your competition or relocation as their reason for leaving.  That leaves the vast majority who don’t offer a specific reason; they just go.  But the truth is, their departure was triggered by the feeling that they weren’t valued as customers.  They were ignored, transferred or overlooked…

When Virgin Atlantic Airways was launched, an established competitor scoffed, “What does Richard Branson know about the airline business?  He comes from the entertainment business.”  Over 20 years later, Virgin is far more profitable than that competitor.  Likewise, Danny Meyers, who owns 4 of the 20 top-rated restaurants in New York City, pointed out in…

If you’re looking for ways to add a unique product or service to existing lines, start with this question: what do people already buy in the same way that they buy from us?  Here’s an example.  How often do you stand in line at the local convenient mart, waiting to pay for your ice-cold Pepsi,…