Written by Antonio Igarza for Buljan & Partners Consulting
For the customer, the seller is the company.
The client does not distinguish between the seller or the sales manager and the organization for which they work.
Customers do not know what happens behind the doors that say “Only for company personnel”. They don´t know the areas of responsibility, the descriptions of the functions of the office, or what the salesman can or cannot do for them.
The customer “just” wants to be treated the way he / she considers best.
Written by Silvana Buljan for Buljan & Partners Consulting
A recent study in German households reveals that financials in a partnership are more important to women than to men. Whereas women prefer their male partners to gain more money than themselves, men don´t really care about financials, 71% say the only factor that matters is LOVE. Amazing.
When did we start to openly talk about love publicly? And what could this mean to our business environments, where we are usually taught to avoid showing emotions or to talk about them?
If we want to engage with customers it will be difficult to achieve a relationship if we don´t talk about emotions and love. “Love your customer” is a slogan that we can find in any loyalty and CRM book, but what does this exactly mean in a professional relationship? How do define LOVE “professionally” if we even can´t give it a standard definition in our private lives?
Written by Monique Jansen for Buljan & Partners Consulting
During the late 90’s and the early years of the 21st century, in many of the CRM mindset training sessions I delivered for our clients, I used to ask participants to get out their wallets and purses and start counting loyalty scheme and membership cards. They usually had many. Then I would ask them to name the companies and brands that they felt really loyal to. The common outcome was that they mentioned only a few, and in many cases those brands were NOT the ones they carried the cards from.
A few years later this training trick did not make too much sense anymore, loyalty schemes were cancelled, went bankrupt or prioritized out, because they failed to prove return on investment.