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Not Everyone is a Social Customer

Not Everyone is a Social Customer

by on February 11, 2011 in customer service, Development Tools, social learning

A couple weeks ago I wrote a blog about the need to train your clients on the various methods of…training.  The heart of the message was that we should challenge ourselves to open our clients’ eyes to more than what they already know and do.  Because the world of technology, and for that matter the use of technology in training, is changing so rapidly, most business managers are unaware of the promising user adoption solutions coming to the forefront.

This ever-changing technological landscape is currently held captive by social media, and for good reason.  The applications everyone from Wired to the Wall Street Journal are talking about are altering the way we interact with each other, the way we purchase goods and services, and the way we learn.  The big story last week was how Facebook and Twitter played a lead role in the Egyptian protests against Mubarak, allowing people …

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The Power of Your Network

The Power of Your Network

by on February 9, 2011 in customer service, marketing, sales, social learning

Whether it is building our LinkedIn Contacts or Followers on Twitter, gathering Friends on Facebook or Yammering with our fellow work teams, the buzz of “networking” is always present. Networking comes naturally for some people, but not-so-much for others. So big deal, you say. Why is networking so important anyway?

From a personal perspective, networking builds new relationships through which you can share information, answer questions, and make new connections. People in your network become the portals to knowledge, opportunity, and information you might not find on your own. From the business perspective, however, networking isn’t only helpful, it is mandatory. Business networking not only brings new business and new talent, but it supports collaboration – whether it’s collaborating with internal team members or making connections outside of the organization. Once you’ve established a business connection, you’ve set the foundation for sharing a multitude of resources ranging from best …

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5 Ways to Increase the Value of Your Customer Base

5 Ways to Increase the Value of Your Customer Base

by on September 22, 2010 in customer service, sales

A key driver of your company’s value is the aggregate value of your customer base.  When I joined the Dashe & Thomson team a little more than a month ago, I knew my success would hinge greatly on my ability to understand our customers and their needs.  However, in my short time here it’s clear that analyzing customer profitability and maximizing a customer’s lifetime value are just as important.  These tasks are essential to any business, but when time and resources are limited at a small change management firm like Dashe & Thomson, they become vital.   Paging through old notes from a marketing class I took while at Carlson, I can recall five things companies can do to improve the value of their customer base:

  1. Reduce the rate of customer defection – Something that continues to come up in discussions I have with clients is how satisfied they are with

    2. …

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