by Jeri Quinn | Mar 29, 2011 | Client Loyalty/Experience, Leadership, Marketing, Sales
“Selling’s hard,” she moaned, shoulders drooping. “I get told ‘No’ a lot more often than ‘Yes’ and I’m not sure how long I can keep this up.” How many times have we heard comments like this from a sales person? Selling is hard, but for many it’s harder than it needs...
by Jeri Quinn | Dec 9, 2010 | Client Loyalty/Experience, Customer Service, Marketing, Sales
According to author, Jeffrey Gitomer…”Customer Satisfaction is Worthless, Customer Loyalty is Priceless” – Apparently companies like Cosco understand the difference…They have been recognized as the leader in customer loyalty among warehouse retailers, rocketing from...
by Jeri Quinn | Oct 14, 2010 | Client Loyalty/Experience, Marketing
From TED, Ideas Worth Spreading Need more clients? Listen to Simon Sinek talk about how you can use the ‘why’ of your firm to inspire and connect – yielding people who buy because they believe. This creates tipping points and wildly successful products. Our...
by Jeri Quinn | Sep 30, 2010 | Client Loyalty/Experience, Dance of Business, Leadership
Disneyworld has a customer experience story that illustrates how the customer experience is designed and choreographed like a dance – a memorable performance with staging, lighting, performers, music and a variety of other elements. The customer experience is the...
by Jeri Quinn | Sep 27, 2010 | Client Loyalty/Experience, Customer Service, Leadership
Nancy complains, “Why can’t they get their act together? This is so frustrating. The first person I talked to wasn’t even nice. The second person was much nicer but couldn’t make a decision. I got sent to a technician and got lost in their phone system. It turns out...
by Jeri Quinn | Aug 27, 2010 | Client Loyalty/Experience, Customer Service, Executive Coaching, Leadership
I hear from CPA firms. It usually goes like this: Clients expect so much. If they don’t get what they want, they threaten to go elsewhere. So firms are in a struggle to meet client demands while not burning out their staff, kind of caught between a rock and a hard...
