Customer Death by Survey? Or Just Bad Surveys?
I recently wrote an article in RainToday called How To Annoy Your Client Without Really Trying, about the excess of customer satisfaction metrics. Wouldn’t you know it – someone disagreed with me! I...
View ArticleTrust is Not Reputation
I trust my dog with my life – but not with my ham sandwich. That is but one of dozens of humorous ways to indicate the multiple meanings we attach to the word “trust.” It’s remarkable how good we are...
View ArticleThe Math of Low Trust
Trust in business has declined in recent years. One reason why can be demonstrated with a bit of math. Assume two streams of income, with a net present value calculation for each. (I’ll use a 10%...
View ArticleThat’s Not a CSF – That’s Just a KPI!
I had a conversation with BigCo., Inc. They want their B2B salespeople to become trusted advisors. They felt (correctly) that greater trust levels with their customers would result in greater...
View ArticleHow Smart People Get Stupid
Exhibit A. Google conducted a multi-year, multi-million dollar study called Project Aristotle to determine just what distinguishes successful teams from unsuccessful ones. Tons of data were examined,...
View Article3 Principles to Positively Measure Sales Training Effectiveness
It’s an article of faith in business that “if you can’t measure it, you can’t manage it.” The alternative phrasing is, “What gets measured gets managed.” Nowhere are those mantras more repeated than in...
View ArticleRelationships or Metrics? I Haven’t Got Time for Both
Why is it that, in today’s age of instant gratification, we feel like we never have enough time? Emails fly across our inboxes – we get instant responses. Someone reaches out via text, and we expect a...
View ArticleDon’t Confuse Your KPIs with Your CSFs
I spoke with BigCo, Inc. They wanted their B2B salespeople to become trusted advisors. They felt (correctly) that greater trust levels with their customers would result in greater intra-customer market...
View ArticleThe Degradation of Trust in Marketing
Think for a minute about the relationship between words and reality. In theory, we use words to describe reality. In practice, it goes the other way too. The words we use first affect our...
View ArticleTrust Matters, The Podcast: The Cult of Closing (Episode 10)
This is the newest of Trust Matters, The Podcast! Listeners submit their personal questions about professional relationships, trust, and business situations to our in-house expert Charles H. Green,...
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