Customer Service

Customer Experience Management – Sustaining Symbiotic Value

05.27.2020 by Jonathan Farrington //

Client loyalty can eventually span a lifetime, but to make it more attainable, we should take it one step at a time. Whatever situation we’re in, good or bad, we must ask ourselves what we refer to as the Loyalty Question: “What am I doing right now that will make the customer come back the […]

Is it Possible That Our Customers and Clients Have Become Irreversibly Promiscuous?

11.12.2019 by Jonathan Farrington //

I suppose another way of framing that question is to ask you if you think customers and clients still value long-term relationships? Let’s look at what we know: All of our customers and clients are more informed than ever and typically enter the sales/buying cycle much later than they used to – you must be sick […]

How to Manage Your Key Accounts More Effectively

“Most companies are looking for ways to manage their most important business relationships more effectively and more efficiently. It is not easy to do, and it is not always enjoyable to do, but when a key account works well, it is extremely satisfying. Key Account Management is a broad subject and this paper is designed to help make the management of key accounts easier, more effective and dare I say, more enjoyable …” Read Here