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The Competitive Advantage

tag: customer experience

March 30, 2021

Why don’t research firms conduct research on themselves?

We’ve all heard the saying that “The cobbler’s children have no shoes”… which means, in business terms, that some companies are really good at doing things for their clients, but not so good at doing those same things for themselves.

And there’s no escaping that predicament in the Market Research industry.

For the nine years we’ve been in business, we’ve worked with scores of market research firms across the U.S. and around the world… and with relatively few exceptions, none of these firms conduct any research on themselves. Specifically, they’re not doing any post-project customer satisfaction surveys.

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February 16, 2021

The #1 Reason Why You Lose Clients? Arrogance!

why you lose clientsSure, there are a lot of reasons why you lose clients… you messed up a project or a competitor dramatically under cut your prices or your key contact left the company. But the #1 reason why you lose clients is ‘arrogance.’

You assume that your good work is enough to solidify your relationship with the buyer. It isn’t.

You assume that your good work will keep you top-of-mind with clients. It won’t.

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November 17, 2020

Your Sales & Marketing Focus Is All Wrong!

current clients

When you think about sales & marketing, what comes to mind? For most business people… it’s about acquiring new clients – about building awareness in the markets or industries they serve, then generating sales leads that lead to new business.

And that’s wrong!

The fact is, when you think about sales & marketing, your first priority – the primary focus of your strategies and planning – should be to maintain and grow your current client base.

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February 18, 2020

5 Reasons Why Former Clients Will Come Back to You

True story: Over the past two weeks, four different firms reached to me to ask about our services and how we might best work together. What makes this a bit unusual is that – at some point in the past – I had a relationship with every one of these firms.

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October 22, 2019

There is Nothing That Rivals In-Person Meetings for Deepening Client Relationships

We had clients visit us in our offices last week. These in-person meetings are a fairly rare occurrence in today’s ‘connected’ world. Aside my ‘road trips,’ most client get-togethers happen by phone or, maybe, video chat. And while those calls are always productive, they still leave me feeling a little disconnected.

So, when this client said they wanted to come to Nashville to meet, we got really excited.

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September 24, 2019

Not sure what sort of customer experience you deliver? Just ask!

Here’s a short [true] story about an incredibly effective way to understand what sort of ‘customer experience’ your firm is delivering to the marketplace…

We subscribe to a webinar platform called WebinarNinja… and have been a client of theirs for just under three years. It’s proven to be a very good platform for our webinar program and workshops. WebinarNinja is one of those fast-growing tech companies, led by a sharp and energetic leader. In this case, his name is Omar Zenhom.

One of the risks when running a growing company is getting pulled in a lot of different directions and, as a result, slowly becoming ‘distanced’ from your clients. Losing touch with them. Getting so wrapped up in dealing with all of that other ownership and management ‘stuff,’ that you become disconnected from what made you successful in the first place… those clients.

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September 2, 2019

3 Easy, No-Cost Ways to Upgrade Your Website

When was the last time you made some major enhancements to your website? Or even just a few simple edits? Did you create your website and then just let it sit there like a print ad in a magazine… or do you treat like it what it really is – the most important element in your entire marketing & sales effort?

If it’s been a while since you’ve spruced up your website, now’s the time… as you start thinking ahead to the new year (and the new decade). To help you get started, here are 3 easy ways to upgrade your website… and it won’t take very long or cost much (if any) money.

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June 11, 2019

All Clients Are Important, But Large Clients Matter More.

We like to think that all clients are important… and they are. Our goal is to do good work for all clients and deliver a high level of service to each of them… and we strive for that every day.

But the fact is… your large clients are more important than your small clients!

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