Customer satisfaction should be a non-negotiable objective. Every business or organization has a customer. Without the customer transaction there is no value created. And, the quality of the value exchange is what creates revenue and ultimately leads to a profit/surplus. And, for value to be created, the need of one individual or group must be met with a product or service developed by another individual or group that addresses that need. Consistently meeting your customers’ needs is a prerequisite for business success. The higher the perceived value, the more your customers will be willing to buy and pay for what you have to offer.
We have become an excuse-making culture. I have been a bit frustrated lately with the quality of service provided by various contractors and service providers. It seems as if there is a minimal connection between what people promise and what they do. Excuses abound as work doesn’t get done and/or quality issues emerge. There is
Here are a few basic truths abut business to help ensure your success: It all starts with simple math. The formula is pretty straightforward: Revenue – Expenses = Profit. You need to sell enough of something and price it properly so that it exceeds your costs of doing business. Knowingly taking work at a loss
There is no better business strategy than creating delighted customers. I am just back from a conference in Mexico held at the Fiesta Americana in Cabo San Lucas, Mexico. It was a very enjoyable experience. It has been a while since I felt this valued as a customer. Every employee of the resort I interacted
A strategy focused on improving the experience of existing customers can deliver breakthrough growth for incumbent companies—often more than double that of their industry peers.
Read morehe New Year is often a time of optimism, hope, and change. But how do consumers’ shifting priorities affect businesses? The authors share findings from a recent survey exploring how U.S. consumers are thinking about their New Year’s Resolutions this year and offer seven strategies to help businesses attract and retain customers in this critical […]
Read moreCustomer satisfaction is at its lowest point in the past two decades. Companies must focus on 10 areas of the customer experience to improve satisfaction without sacrificing revenue. The authors base their findings on research at the ACSI — analyzing millions of customer data points — and research that we conducted for The Reign of the Customer: Customer-Centric […]
Read more“Leadership is lifting a person’s vision to high sights, the raising of a person’s performance to a higher standard, the building of a personality beyond its normal limitations.” —Peter Drucker Part Three: It Takes Vision If you ask the average employee of the typical company why the company exists, what sets it […]
Read moreChapter 1 – Weapons of Influence They (ethologists) have begun to identify regular, blindly, mechanical patterns of action in a wide variety of species…Called fixed-action patterns, they can involve intricate sequences of behavior… A well-known principle of human behavior says that when we ask someone to do us a favor, we will be more successful […]
Read moreEd’s books on Leadership, Life and Business will elevate your knowledge and give you the confidence to apply it to your personal and professional life.