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6 August 6, 2019
  • Data

The Link Between Employee Attitudes and Customer Satisfaction

By |August 6, 2019|

The vital link between employee attitudes and customer satisfaction is supported by a large body of research—and this research shows the benefits can flow all the way to your bottom line.
Let’s look at the research data:
Harvard Business Review reports: “companies with highly engaged people outperform firms with the most disengaged folks—by 54% in employee retention, […]

30 July 30, 2019
  • Becoming customer centric

A Strategy Towards Becoming More Customer Centric

By |July 30, 2019|

One of the byproducts of the increase in customer-centric companies has been the expansion of the Chief Customer Officer. In 2003, fewer than twenty companies in the world employed a Chief Customer Officer (CCO), but by 2015 more than 1 in 10 Fortune 500 companies and over 1 in 5 Fortune 100 companies had instituted […]

16 July 16, 2019
  • customer service edge

The Edge Concierge Customer Service Gives You

By |July 16, 2019|

In this age of uncertainty, one thing remains certain: Things are as tough and confusing for your customers as they are for you. Like you, they’re looking for an edge. They’re looking for a way to make things easier, to cut through the clutter, to do their jobs and stay in business, and maybe even […]

2 July 2, 2019
  • Angry customer

The Erosion of Service

By |July 2, 2019|

The art and science of customer service have become increasingly rare in American commerce. Any one of us can recount stories of poor—sometimes outrageously poor—customer service that not only left us frustrated but also engendered resentment toward the company that appeared to care so little about the customers who generate its profits.

Let’s review a fairly […]

28 June 28, 2019
  • Industrial revolution

The Opportunity of Change

By |June 28, 2019|

The world has been changing for distributors, but the world has always been shifting and changing for businesses. Here’s one example of past disruption and change, and how it impacted business, and how to sometimes see the “opportunity of change.”

Baron Rothschild, scion of the renowned banking family, gave the famously-macabre admonition to “buy when there […]

20 June 20, 2019
  • Gates County North Carolina

Where This All Began For Me

By |June 20, 2019|

Where all this began for me: Long before I earned a PhD or began working with wholesale distributors, I learned a lot about the power of connecting with customers growing up in a tiny town in rural North Carolina. My father, a country banker in the hamlet of Sunbury (in Gates County, North Carolina), saw […]

21 May 21, 2019

Riding The Wave of Disruption in the Workplace

By |May 21, 2019|

Does Any of This Sound Like Your Company?

You’re feeling margin pressures,
You’re suffering under escalating personnel costs,
You’re watching your best customers defect to competitors whom you know aren’t as good as your company is,
You feel your business model isn’t as relevant to the market as it was 10-20 years ago, or
Your […]