The Competitive Advantage
November 29, 2023
It’s that time of year again, when the vast majority of businesses send out some sort of gifts to their clients as a holiday “thank you” for their business during the past year. It’s often a basket of fruit, a bottle of wine, a Starbucks gift card or maybe something ‘kitschy’ from the vendor’s home town. And I support that… I think sending out gifts for the holidays is a very nice gesture.
The problem is, for most companies, the gift giving stops there. Why?! Why would you not want to say “thank you” to your clients all year round?Continue Reading
July 25, 2023
As I write this, I’m 35,000 feet over Pennsylvania, on my way home from the Quirks New York event… two days of networking, learning, selling and bonding for 1,500+ MR professionals. Well done, Team Quirks! And it’s because of that event that I’m writing this article. So, to answer the question in the headline – Is ‘In-Person’ Still Relevant? – consider this:Continue Reading
March 29, 2023
I was having a conversation with a client last week – the president and his senior staff. We were talking about their business objectives for the year and the kinds of marketing and sales efforts they would need to achieve them.
As I was laying out a number of strategies and tactics that could help them reach their goals, the president interrupted me, and said, “Steve, don’t tell us what we could be doing… tell us what we should be doing.”Continue Reading
March 2, 2023
For Christmas of 2021, my wife and I bought our daughter and her husband, a Nespresso coffeemaker to replace an old Keurig machine that went kaput. And they loved it and have been using it ever since.
But recently, they started having some problems with it… and here’s where the story gets interesting.Continue Reading
May 10, 2022
I spent several days last week with my grandchildren at Disney World in Orlando (yes, that’s my grandson in the photo). It’s been almost 20 years since I was last there and Disney hasn’t missed a beat… the customer experience there is still unmatched.
As I walked through the parks (Magic Kingdom, Epcot, Hollywood Studios and Animal Kingdom), I kept asking myself, “Why is the experience here so good? What are they doing that’s so special?”Continue Reading
February 9, 2022
‘Great experience’ and ‘used car salesman’ are generally not two phrases you see together, but in this case, it’s true… and the story provides some valuable lessons for all salespeople and seller-doers.Continue Reading
September 21, 2021
I’m a bourbon drinker. But sadly, this blog post isn’t about bourbon… it’s about CX – the customer experience.
As a bourbon drinker, I have gotten into the habit of sending bottles of bourbon as gifts to clients. And I’ve been using a website called ReserveBar.com to do it.
It’s a really easy site to use… to find the particular product I’m looking for and to have it sent. But recently, I had a problem with a purchase there.Continue Reading
June 15, 2021
Yeah, I know… sounds kind of wrong, doesn’t it? But let me finish that statement. Your job is not to sell… it’s to help buyers buy.
This philosophy is based on the premise that ‘people don’t like to be sold, but they love to buy.’ Think about your last car buying experience. There’s nothing that feels quite as good as driving off the dealer’s lot in a beautiful, brand new car. But leading up to it, you dreaded going to the dealership because of the pushy salespeople. You didn’t want to experience that sort of pressure or be forced into buying something that wasn’t quite right.
Now think about your role as a sales rep or a seller-doer. If you make a sale, that’s good for you… you win. But maybe it’s not what’s best for the client. However, if you help the client make a good buying decision, that’s a win-win.Continue Reading