Customer service and customer relationships are similar but different. Here’s why customer relationships are better…

A lot of my blog posts are just my thoughts about business; my reflections about what business could and should (and shouldn’t) be. And lately I’ve been thinking about the difference between customer service and customer relationship. I suspect that too many businesses think they are interchangeable. But I don’t think they are. Customer service: […]

How an insurance broker can piss off its customers in 4 short paragraphs

It’s that time of year again… when the broker that handles my house insurance pisses me off by sending me a letter reminding me of what bad customer service is. The letter reads: Dear Aaron: Re: Policy xxxxxxxxxxxx I am pleased to offer renewal of your policy which presently expires on April 15, 2011. The […]

Weekly Sales Funnel Challenge: Wrap-up

In this week’s Weekly Sales Funnel Challenge, I asked you to identify the triggering action that your Prospects perform to advance from the Prospect stage of your sales funnel to the Customer stage. I can probably guess at the outcome for many of you: If you sell digital content, your trigger is a “buy now” […]