Why it's worth it - the Trusted Advisor relationship

    Author: Tom Cates On: November 16 Categories: B2B, reduce churn, customer experience No Comments

    If you were to sit down to evaluate your customer relationships, what would you learn? Would you find yourself undervaluing them and missing opportunities to up-sell and cross-sell? Or, would you...

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    Client Acquisition: How to Grow When Acquisition is Costly

    Author: Tom Cates On: November 02 Categories: B2B, reduce churn, customer experience No Comments

    In almost all scenarios, acquiring clients and the costs associated with acquisition is exponentially more expensive than retaining exiting clients. (Some have measured client acquisition costs to...

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    Why Are B2B Client Relationships Misunderstood?

    B2B client relationships are more delicate than most businesses understand and/or know. Over the past couple of years, we have seen a rapid growth of solutions promising to offer the tools...

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    Are You A Trusted Advisor? If Not, You Should Be And Here's Why.

    salesEQUITY once saved a client from losing a $6 million customer relationship. How did we do this? By helping the account manager realize their relationship with this client was Transactional. A...

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    What Drives Customer Loyalty? Measure Your CX For Starters

    Motivators Behind Customer Loyalty

    True customer loyalty is not a vague or intangible emotion. It is a definable and manageable motivator of human behavior that crosses all cultural, social, and...

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    Why Your CX Strategy Can Be A Game Changer

    Author: Tom Cates On: August 29 Categories: customer experience, CX, customer retention No Comments

    Every business should take a second to understand the long-term effects of losing clients, because making up lost revenue through client acquisition is not easy, nor as cost-effective as investing...

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    Why Your Customer Experience Stinks & How To Fix It

    Author: Scott German On: July 11 Categories: customer experience No Comments

    In today's day and age the US economy is mostly made up of services-based businesses, a whopping 70% in fact! Coupled with a younger workforce, who socially interact over the internet, and you are...

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    Customer Retention: A Little Goes A Long Way

    I was reminded recently of the Sebastian Junger book, The Perfect Storm. If you’ve not read the book, I highly recommend it. (The movie? Not so much). The book recounts what has since been called,...

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    Marketing and the Customer Experience

    Author: Kelly Challenger On: June 01 Categories: customer experience No Comments

    All for one, and one for all

    Earlier this year in my blog post, Client Engagement and the Marketing Super Hero, I wrote about marketing and the overall role we play - and can play - in helping...

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    How Customer Satisfaction Surveys Impact Your Business

    Author: Kelly Challenger On: May 18 Categories: customer retention No Comments

    How often do we run into customer satisfaction surveys? Especially the type that poke into our consumer minds. It's constant. But it makes you wonder how much value these surveys are actually...

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