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Why Reps Can’t Sell. It’s the (Selling) System, Stupid!

Two words for sales reps trying to get time with Pete Sattler, CIO of International Flavors & Fragrances: Lotsa Luck. You’ll need it, because you won’t get past his defenses aimed at avoiding time-wasting reps that pitch “feature bingo.” During his two decades of experience with sales reps, he’s also seen all the tricks designed […]

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Predictive Analytics is the Future of B2B Digital Marketing

Over the past 10 years or more, B2B marketing has essentially been defined by process automation, including lead generation, nurturing, email campaigns, and so on. The big driver: buyers are increasingly turning to digital channels for self education and, let’s be honest, to avoid talking to those pesky sales reps. Does this mean RIP, sales […]

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Worst to First: How Five Customer-Centric Habits Enabled Sprint's Dramatic Turnaround

My family has been a Sprint wireless customer for more than 10 years. We’re happy now, but six years ago we almost fired Sprint due to dropped calls, billing problems and limited support for newer smartphones. Ironically, if we had called to complain often enough, Sprint would have fired us! That’s right, in June 2007 […]

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Delight, by Design. Innovation Sets Intuit Apart as a Customer-Centric Leader

Innovation distinguishes between a leader and a follower.—Steve Jobs Let’s admit it. Innovation is sexy. It’s cool. What company wouldn’t like to appear on one of those lists of “most innovative” companies. So what’s the problem? Just brainstorm some new ideas, pick the best one, take it to market and let the good times roll. […]

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ScottishPower Uses a Balanced Scorecard of Metrics to Drive Customer Service Excellence

A few years ago, my family experienced frequent power outages at our home during bad storms. One time, the power to a sump pump cut out when we needed it most. Result: $5,000 of water damage. Needless to say, that day I had some choice words for our electricity provider, Pacific Gas & Electric. Unfortunately, […]

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