Better, Faster, Cheaper? Which do your clients really want?

October 17th, 2017

better faster cheaper“Which do you prefer – better, faster or cheaper?” I’m sure if you asked your clients directly which they would choose, their immediate response would, of course, be “All three!”

But if they had to pick one, which one do you think it would be?  It’s a topic I discuss frequently with firms across the MR industry.

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Why I left this webinar after just 10 minutes!

June 20th, 2017

bad webinarThe two most common ways presenters butcher a webinar…

I sat in on a webinar last week… sort of. It was a presentation on Customer Journey Mapping and I was genuinely excited by the topic.

But after less than 10 minutes, I left! While the topic was certainly of interest to me, the delivery of it was so horrible that I just couldn’t sit through it.

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Why is ‘thank you’ so often ignored?

March 21st, 2017

Wade 2I was in Memphis this past weekend. My son-in-law, Wade (that’s him with the cheeky sign), is wrapping up medical school… and it was “Match Day.” During Match Day, graduating med students from all across the country “open their envelope” at exactly the same time to find out where they will be doing their residency.

Wade ‘matched’ in orthopedics at the Medical College of Georgia… he and my daughter are very excited. And it’s at this point that the story gets interesting.

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Question: What percentage of your clients don’t return?

January 25th, 2017

love1Answer: It’s a lot higher than you think!

Creating a “client for life.”

True story. I’ve been working with a large firm in our industry for the past several weeks… and one of the data-gathering projects we did early on was to look at Revenue by Client, for each of the past several years.

Of all of the insights that this exercise can provide, the most interesting – in this case – was that 40% of their clients only did one project with them… and then never returned!

We’ve done this “one-timer” analysis for many firms and the resulting information is ALWAYS a surprise… because the percentage of one-and-dones is ALWAYS higher than the client expected!

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Stupid Business Rules

December 20th, 2016

True story… I received a notification from the State of Tennessee recently that it was time to renew my ‘dba.’ Fine… so I filled out the form, wrote the check and sent it in. A few days later, I received an envelope back from the department I had responded to. On top of my form and my check – which they were returning – was a letter from the head of the department and, across the top, stamped in big letters: REJECTED.

Crap! What did I do… wrong amount on the check, improperly filled out form, what? Nope. I had sent in my form and my money too early! ARE YOU KIDDING ME? So, let me get this straight… one of your customers (me) pays TOO promptly… and your response is to send the money back?

You can’t make this stuff up!

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4 Easy Tips for a Website Update by the End of the Year

December 6th, 2016

Planning for revenue growth in 2017: Part 5 of 6

website_update_3 If you’ve been reading along with this series for the past several weeks, you know that we’ve covered several fundamental, but critical, ways to enhance your marketing & sales as you move into 2017, including:

Today, we explore what should be at the hub of your marketing efforts – your website… and how to do a website update.

Without suggesting you embark on a complete re-do of your website – especially before the end of 2016 – here are 4 easy tips to help get your website ready for 2017:

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What do your clients really think about you? Their perception matters!

November 29th, 2016

Planning for revenue growth in 2017: Part 4 of 6

perceptionThis series began with a discussion about effective use of the telephone… then we moved onto blogging… and last week, LinkedIn. Today, we tackle understanding the perception of your firm.

If I were to ask you what each of your clients think about you, you would probably say something about them generally liking you… after all, they’re sending you their business. And you’d probably be right.

But what if you’re not?

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Your Key Accounts Need More Love!

October 18th, 2016

Here are 6 ways to make that happen.

Key AccountsIn the 4+ years we’ve been open, I don’t think I’ve spoken with a single research firm that doesn’t have 40-50-60% (or more) of its revenue tied up with just 3, 4 or 5 clients. Losing a small client is bad enough, but losing one of these ‘Key Accounts’ can be devastating. So, what can you do to ensure this doesn’t happen to you?

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