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What Do Our Customers “Owe” Us?

Partners in Excellence

Someone wrote to me, somewhat earnestly, “We need to know the buyer has our best interests in mind… ” As I reflected on this statement, similar statements came to mind: “The customer owes me a return call,” “I took the time to meet with them, why won’t they respond?”

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What Our Leaders “Owe” Us

Partners in Excellence

As individual contributors, we are conditioned to think about what we owe our managers and leaders. Are we getting all our tasks done–making the calls, doing the outreach, meeting with customers, progressing deals, keeping our reporting updated. What do we “oweour people?

Trust 77
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When The Formulas Don’t Work

Partners in Excellence

We spend a lot of time trying to figure out what works. We look for methods, processes, programs, tools, systems, training that help us achieve our objectives. You just keep doing it–perhaps refining it to continue to improve. We don’t take the time to understand what’s happening.

B2B 86
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On Layoffs….

Partners in Excellence

I read an important article by Elizabeth Spiers, Layoffs by Email Show What Employers Really Think of Their Workers. Customers have become depersonalized widgets that we move along our selling assembly lines. Our people have become replaceable widgets as well. We expect the highest levels of loyalty from our people.

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When Is An Interruption Not An Interruption?

Partners in Excellence

I see lots of conversations about “interrupting our customers.” As a result, the discussion should be more focused on, “How do we create value in every interaction with our customers?” Basically, the thinking is, “We will respond to the customer outreach.”

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How to boost marketing engagement with behavioral science triggers

Martech

What exactly is behavioral science? More specifically, it’s the study of why they do what they do. One particularly interesting thing behavioral scientists have found is that quite often, people don’t make those well-thought-out, well-considered decisions we think they do. Here’s how. Things change.

Finance 123
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What Do You Owe Customers That Don’t Renew?

SaaStr

If a customer churns, what about embedded assets? What about all the hours they put into creating those assets? If a customer churns, what about all the time they put into structuring the data? Do you just give them a flat file of unstructured data? But so what? In SaaS the issues are bigger.

Customers 117