commitment

3 Actions That Reveal Your Leadership Credibility

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When asked how they judge a leader to be credible, people will typically respond with a phrase like: “they walk the talk.”  Indeed, the consistency with which actions match words defines leadership credibility. And the level of that consistency is determined by how aligned your words and actions are with your personal values and those of your organization. These 3 scenarios reveal how consistently you communicate and act in accordance with your values: How you …

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The 3 Key Moments of Enduring Customer Relationships

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It’s no secret that enduring customer relationships are grounded in what the customer believes about your organization – how they feel about your commitment to their success. There are 3 decisive moments that validate the value and endurance of your customer relationships. Doing more than expected during these 3 key moments strengthens the customer’s trust in and reliance on your company, profoundly influencing why they continue to choose you. Your “First Contact” Moment: Customers care …

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With Customers, Think Lifetime

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During the lifetime of a customer relationship, your company benefits from a stream of revenue and profitability that is progressively more difficult to replace if lost. Investing in customer support strengthens your relationships, increasing each customer’s lifetime value With customers, think lifetime, all of the time. Customer support is not a cost center, it’s a profit center. When companies measure their investment in customer support, they often track the cost per hour or other support function metrics.  But …

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Technology vs. Accountability

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Increasingly, we rely on technology in our lives. We need it to compete. We need it to optimize the use of our time. Some have become addicted to it, disabling their human interactions. But despite our best efforts, technology cannot replace personal accountability. Humans are clever. We’re always looking for the next tool to simplify our lives. Some hope that technology will solve all their problems. We await the new pill that allows us to …

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3 Reasons Why Integrity Produces Profit

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We celebrated Memorial Day this week, and it caused me to reflect on, and be thankful for, those among us who are so committed to what they value that they are willing to risk their lives in defense of the rest of us. In the business world, there’s a core value that more than any other, compels individuals to deeply commit on a personal level. Whether your values include exceptional customer service, initiative, quality, innovation …

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Leading Through Volatility

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Cyclical revenue – lots of orders one quarter, not enough the next. Inconsistent cashflow – payables out of balance with receipts. Unpredictable profitability – decision-making is inhibited. Business is rarely stable, but volatility like this is becoming more commonplace. Defining such circumstances as “volatile” seems to suggest that, in the future, business conditions will settle down and return to a calmer state. But instability is well established now, challenging leaders to prove their effectiveness. Sustain …

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Working with Distributors – Quotas Aren’t Enough

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The working relationship between manufacturer and distributor is often defined by sales quotas.  But using only quotas to manage this vital affiliation does not preserve the relationship’s primary, mutually beneficial purpose of sustaining growth in the market.  When that purpose is unclear, and it becomes separated from the profit motive, bad things happen. The original purpose of the manufacturer-distributor working relationship was to increase sales by expanding market coverage in local markets.  For a while, …

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Move to Where the Ball Will Be

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During the recent World Cup event, one of the best players was asked why he was so successful and he replied, “I never go to where the ball is – I always move to where the ball is going to be.” When you propose solutions to meet a customer’s needs, aim for where they want to go. When you are developing solutions to solve a customer’s problem or meet a stated need, think first about …

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“Why” Is More Vital Than “What”

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Conversations with new prospects initially focus on what you have to offer. Their first priority is to learn if your business is credible and can fulfill their requirements. What happens next determines if you will gain preference versus your competitors. Once your business is validated as a potential supplier, you get to turn the dialogue towards “why” you are the best possible supplier. Prospects become customers once they discover “why” you seek their business – the right “why” response …

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Does Your Business Build Loyalty Or Earn It?

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Seth Godin describes two types of customer loyalty in a recent blog. The first kind is “loyalty of convenience” which is based on the fear switching. For these folks, switching suppliers is risky and time-consuming, plus it may be a mistake. The other kind of loyalty is based on supplier commitment that drives genuine customer satisfaction. Seth confirms that “You earn this sort of loyalty, you don’t architect it.” What’s the most proven way to …

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