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The "Customer Experience" versus "Customer Satisfaction"
Customer Satisfaction was the mantra of the 90's. You had to insure your customer was completely satisfied to guarantee repeat business. Compensation was tied to it, additional franchises, factory bonuses, and incentives. The world revolved around "Customer Satisfaction". Eventually the process mutated into a web of deceit, manipulation and fraud. Customers were coerced into returning their surveys with only a completely satisfied score. There were bribes of free products or services if you personally brought the survey in. But these surveys only measured prospects who bought, not the majority of your prospects who DID NOT. I believe you can learn more from this silent majority.

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New Business Development: Pipelines Wide and Deep
When conducting qualifying phone conversations with executives, there are objectives beyond getting a purchasing decision. These developmental objectives do not have a sales focus. The objective is not necessarily to identify a potential project, which would be a sales focus. The longer-term objective is to become a preferred provider enterprise-wide. Therefore, the information gathered during these phone conversations is different from a pure sales focus.

Opportunity Pursuit – part 3, keeping a finger on the pulse!
As stated previously, opportunity pursuit is different and separate from the creation of customers; it is driven by a process which draws on information gathered earlier and continually evaluates the health & development of an opportunity right up until the contract is secured.
Interview Wash Ups/Deciding on your candidate
Converting the information gathered during the selection process into a decision on whether to appoint or to not appoint is critical. It is the skill with which you do this that makes the difference between a good and poor hire. A decision that will have long term implications in terms of cost, productivity, moral etc. This article explores best practice in is this important area
5 Questions to Help Create an Effective Marketing Plan
An effective marketing plan is the result of having gathered appropriate information, analyzing it, and making informed decisions. Learn the questions that will give you the information you need.
Business Literacy Stimulates Entrepreneurial and Personal Mastery—Part 1
In this series, I will share the traits, actions and strategies pertaining to entrepreneurs I’ve gathered over two decades. Business Literacy™ adds order to chaos and reason to scattered efforts and information.
Assuming You Know THE Answer Can Limit You
At one time or another, either consciously or unconsciously, each of us has explored questions such as: Who am I? What is possible for me? How do I fit in? And gathered information until we had what we perceived to be THE Answer and then lived our lives from that perspective, seldom checking to see if other answers are possible and discounting any information to the contrary.

Suffering from Information Marketing Overload
TMI really is Too Much Information sometimes. In a world overflowing with more information we could possibly process let alone implement, it makes me wonder – do I really need to know all of this in order to be successful? How much information does my prospect base need to know as well? When is enough, enough – or too much information – way too much information?
Your CUSTOMER Satisfaction Is Tied To Your EMPLOYEE Satisfaction
WHAT DO YOUR CUSTOMERS REALLY THINK ABOUT YOU? We constantly endeavor to achieve 100% CUSTOMER SATISFACTION. We invest our time and money developing surveys and devising ways to improve our rate of return on those surveys. We empower the information gathered to correct individual problems and micromanage our way to solutions. In fact, much of the comments we act upon don’t really reflect upon the way our business is actually being conducted. These knee jerk reactions create more problems than they solve. The most important feedback never makes its way to our “gatherers”. Our BEST customers don’t respond to surveys and the truly DISSATISFIED customers will never give us a second chance.

Airheads
The following tidbits have been gathered from various sources to provide some amusement.
MDR & CRM: Like Two Peas in a Pod
In the age of “likes”, “plus ones” and “tweets” it’s certainly not hard to find out what your friends are up to. Not only are you instantly able to observe what Andy had for breakfast, you can also see where he had it, and (more importantly) if he liked it. People are increasingly relying on information gathered from their social networks (and more specifically their friends).

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