Expert insights. Personalized for you.
And that behavior results in leaving little time for outreach to the most critical component in your chain – your key customers. Then, what is a benchmark for customer outreach? As a group, we set a bar of fifteen percent as the minimum amount of time each week that a good CEO should spend reaching out to the company’s key customers in a proactive attempt to find issues, trends, unmet product needs, and of course create bonds that make their jumping to a competitor more difficult. MORE
a downtown-based fintech startup, is adapting to the Covid-19 crisis by helping its customers adapt Finli Inc., MORE
Your customers know what they want more than you do. This week’s insight came from personal experience and from a good friend who advanced the notion of the “teacher-customer” years ago. I internalized this phrase, recalling the many times I had partnered with customers to design new feature-functionality into my hotel computer system back when such systems were brand new to the industry. The customer would be the first to receive the new functionality in a new release. MORE
Is your marketing focus product-centric or customer-centric ? With a wealth of products now available, customers look for the most memorable experience , not just the best product. Amazon is very customer-centric, but it can make all the difference in retail as well as online. One of the keys to a successful customer-centric strategy is understanding and measuring your customers lifetime value (CLV), since customers are definitely not all the same. MORE
One of my favorite sayings is “Real change doesn’t happen until the pain level gets high enough.” There aren’t many of us who love change, just for the opportunity to learn something new, and even we won’t pay much for it. MORE
The world keeps changing, and visible business strategies that worked well in the past, including being the premium brand or low price producer, simply don’t get the customer loyalty they once did. Today, customers are looking for real relationships, a memorable shopping experience, and satisfaction of a higher purpose. What you say in your mission statement means nothing unless customers see you and your team living it every day. Highly focused customer segment targeting. MORE
Santa Monica-based Invoca , which provides call tracking and analytics software, says a new study it ran shows that website experience and customer experience has become much more important in the era of COVID-19, particularly in big ticket purchases. The company is in the business of providing tools to help companies with customer support and call tracking to support companies with customer support. invoca covid19 customer support software call analytics MORE
Thursday, January 24, 2019 -- TCVN Program: Customer Development. Who is your customer? Join other entrepreneurs for a detailed workshop that will give you a different perspective on how to find and keep customers. TCVN now features four educational tracks in four specific areas. MORE
They forget that adapting their company and themselves as their customers evolve is the key to long-term survival. Think of Blockbuster and Toys ‘R’ Us , both of whom missed customer changes and the move to online. Every business owner needs to plan to reinvent their business regularly, or their competitors and their customers will make them obsolete. Create an overt strategy to react to emerging customer trends. business customer growth entrepreneur reinvent MORE
Irvine-based CloudBlue , which develops a platform to let telecommunications companies, technology distributors, managed service providers, and others to sell cloud and digital services, reported a win today with HGC Global Communications Limited (HGC). According to CloudBlue, HGC will use its platform to power the "HGC Marketplace". Financial details of the win were not announced. CloudBlue is owned by Ingram Micro. MORE
Santa Barbara-based Yardi , which develops real estate management software, reported over the holidays that it has been selected by a customer in Singapore. yardi real estate management software customerAccording to Yardi, JMD Group of Companies will manage its real estate assets with Yardi Voyager, Yardi's cloud-based propert management and accounting software. Financial impacts of the deal were not announced. READ MORE>>. MORE
Redlands-based geographical information systems (GIS) developer Esri has signed up a new customer in Qatar, the company reported this week, with the The Centre for Geographic Information Systems (CGIS) - Ministry of Municipality & Environment, Qatar. Financial impact of the customer win was not announced. MORE
Attracting the right customers is the key to success in business, whether you have a new startup or a mature enterprise. In my role as an advisor to entrepreneurs, I often see struggling businesses trying to be too many things for too many people, resulting in customer confusion, initiatives executed poorly, and high costs, few customers, and slow growth all around. Lowest-cost solution with minimal customization. Public utility required by all customer segments. MORE
Today’s customers demand more than a good product; they expect a great customer experience. A few companies are leading the way, including Apple with their iPad and iPhone, offering irresistible stores with friendly experts, elegant packaging, and customer service that never ends. MORE
Entrepreneurs and business executives seem to be even more focused on their technology than the rest of us, and less inclined to listen to the voice of the customer, even if they remember to ask. Real two-way conversations with real customers, including the all-important body language, are unheard-of these days. I doubt if any of these are really listening to their customers. It’s easy to focus first on selling, and to treat all customer input as objections to be overcome. MORE
Los Angeles-based legal software developer American LegalNet is reporting a new customer win this morning, with law firm Blank Rome LLP. american legalnet legal customer software docket calendarAmerican LegalNet said Blank Rome LLP has purchased its eDockets court-rules-based calendaring and docketing systems software, as well as Docket Direct local/federal court feeds and Smart Dockets court date calculator app. Financial impact of the win was not announced. MORE
Much has been written recently about the requirement to focus today on the total customer experience, as a competitive edge or even for survival. Traditionally, you just worried about the quality of the sales transaction (price, speed, service), but the “customer experience” now includes ease of pre-sale shopping, post-sale support, with a connected relationship throughout. Delight customers with personally tailored options. MORE
Los Angeles-based financial software developer BlackLine said on Thursday that it has expanded its customer base, adding such notable customers as Volvo, Waymo, AstraZeneca, the operator of Applebee's, and many others to its list of 2,700 companies who are using its products. plus international customers such as AstraZeneca, Aviva, Blue Prism, Chorus New Zealand, NHS National Services Scotland, Volvo Car Group and Western Power. MORE
Repeat customers, raving fans, angry backlashers, commodity shoppers. Here’s another way to look at the ladder to an ideal customer loyalty relationship. Customers hate this, especially when they have a complaint. I am not suggesting that you create a competitor, only that if this is the case, you should find a way to exceed customer expectations greatly. You don’t want your customers to buy strictly because you have become their “habit of comfort.”. MORE
San Diego-based Cubic Corporation said this week that it has named Min Wei as the company's Senior Vice President and Chief Customer Officer. Cubic, which provides services to the transportation, defense, and training markets, said that Wei will lead a new customer experience function, handling global quality, configuration management, logistics support and customer experience. cubic chief customer officer executive MORE
With the advent of the Internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed. They expect you to be there, to know their history as a customer, and to treat them with priority and respect. Everyone today is looking for a knock-your-socks-off customer experience, and they know the best companies out there are already doing it. Company finds customers based on interests. MORE
First customers are critical. Your first customers for any product or service form your reference base, the important group of allies that your marketing and sales people rely upon when attempting to create buzz and make a mass market for a new product. If the product or service is especially complex or expensive, send someone from sales or marketing or even R&D to the customer location at the moment of first use. Make your customer a partner in the process. MORE
Contrary to popular opinion, viral marketing has not eliminated the need for old-fashioned lead generation to bring customers to a startup. Display ads on mobile devices, including video and audio, also offer a new opportunity to reach target customers. MORE
Entrepreneurs have always believed that their product or service must show real value to customers, but today the smart ones are even able to make their marketing valuable. Customers don’t even see this as advertising. Customers relate to other humans and relationships. MORE
The company also offers specialized medical tourism insurance to all of its customers, according to O’Shaughnessy. Doctours , a Los Angeles-based online platform for booking trips and treatments for medical and dental care around the world, is expanding its services to 35 countries. MORE
For decades, efforts to satisfy customers have been built around demographics – capitalizing on race, ethnicity, gender, income, and other attributes. Customer personalities define customer experience, and sets what they love, and what they hate. MORE
Today’s customers are much more in control of their buying decision, as they have more choices and more information than ever before. This can be an advantage to startups who don’t have the resources and brand awareness of mature businesses, if they understand and position themselves to win in the decisive moments of the new customer buying process. Bloom’s classic book, “ The New Experts: Win Today's Newly Empowered Customers.” MORE
Most leaders agree that poor customer service is a business killer today, in terms of lost customers, reduced profits, and low morale. Yet the average perception of customer experience has not improved. Know your customers intimately. MORE
Los Angeles-based SteelHouse , which develops online retargeting and advertising software, has named Rory Mitchell as Chief Customer Officer (CCO) at the company. steelhouse chief customer offier executive retargeting advertising softwareMitchell was previously VP of Client Success at SteelHouse, where he has been for less than a year. According to SteelHouse, Mitchell has over 17 years of experience in the area, and was previously at Experian Marketing Services. MORE
Santa Monica-based secure messaging app developer TigerText , which provides secured text messaging for the enterprise and healthcare markets, has signed up a customer in Chicago. tigertext chicago secure messaging texting healthcare enterprise customerTigerText said that Chicago Cardiology Institute (CCI), which treats cardiovascular disease in Illinois, has deployed the company's secure messaging products as part of a HIPAA compliance effort. MORE
Most businesses spend big money testing their brand logo, catchy marketing phrases, and demographics, but spend little time training and validating that their employees can and do deliver exceptional experiences to their customers. The result, according to an often-quoted Gallup survey , is 70 percent of workers not fully engaged, and poor customer experiences. Keep your team happy to create engaged customers. An unhappy team member can’t create an engaged customer. MORE
Gemist Inc. wants to bring the bling direct to consumers MORE
Too many business owners still think of “ customer support ” as an after-sale process to rectify customer problems with completed transactions. With the advent of instant communication and social media, customer service starts at the first hint of interest by you, and never ends for repeat customers. One bad customer experience will kill not only one customer, but many future ones, who hear the message via social media and friends. MORE
Los Angeles-based TaskUs , which provides outsourced customer support and other back-end support for technology companies, said today that it has named Jarrod Johnson as Chief Customer Officer. johnson jarrod technology executive officer customer chief taskusJohnson was previously SVP of Sales at TaskUs, and will be based in the company's Dallas offices. Johnson also had served at ACS and IBM. MORE
Traditional marketing says you have to “push” your message out to customers, over and over again, to get you remembered. A more effective approach in today’s Internet and interactive culture is to use “pull” technology to bring customers and clients to your story. MORE
Having the best solution is a good start these days, but a solution alone is no longer enough to keep customer attention and loyalty. Your competition is global, so today’s customers are demanding world-class service. Tie customer experience to all compensation and recognition. MORE
One of your employees is approached by an employee of a customer or of a supplier, stating that “It sure would be great to work in your company.” You should be clear from the start that no one at your company may offer a job to any current employee of a stakeholder – a customer, a partner in development or in distribution, or of a supplier. The recruitment traps. It has happened to all of us who have been leaders in business long enough. MORE
As an advisor to entrepreneurs, I find that I often have to remind them that the world of customers has changed since they started their last business. Customer expectations of a relationship and personalization are stretching every business today, and pervasive use and confidence in social media by customers can override all your image building and marketing messages. Pushing yourself on customers by touting features and price doesn’t work anymore. MORE
For decades, efforts to satisfy customers have been built around demographics – capitalizing on race, ethnicity, gender, income, and other attributes. Customer personalities define customer experience, and sets what they love, and what they hate. Even businesses with highly specialized market segments will find it more effective and simpler to focus on who customers are as people, rather than the “what” of their demographic attributes. MORE
Los Angeles-based Centerfield , a company which provides marketing and customer acquisition to the residential services, business services, and telecommunications markets, says it has launched a new product, called Insights by Scout. According to the company, the new product provides customer intelligence, and is part of its Dugout platform to automate customer acquisition for its customers. centerfield customer acquisition marketing services analytics MORE
I recently experienced an amazing effort of outreach by a vice president of a large national customer asking for a meeting with the product development team of a critical supplier, one of “my” companies. The goal, the VP stated, was to “see if these guys are battle hardened veterans that have dealt with the real-world product and delivery problems” of a nationally important customer. MORE
As a long-time business executive and adviser to entrepreneurs, I see a definitive shift away from customer trust in traditional business messages, and the executives who deliver them. Customers these days are turned off by timeless safe messages, delivered repeatedly on traditional media. MORE
Los Angeles-based fintech startup Dave , which offers up an online banking service which helps users build their credit, announced on Thursday that it has named Mia Alexander as its new VP of Customer Experience. Alexander was most recently VP of Customer Experience at Green Dot, where she had been for over 16 years. According to Dave, Alexander will oversee the entire customer lifecycle of its 3.8 million customers. MORE
Today’s customers are overloaded and overwhelmed by too much information, so making a decision is a challenge. You may think this is only important to your marketing and sales people, but in reality it doesn’t matter how great your product or technology might be, you won’t succeed if you don’t understand your target customer decision process. No matter how certain you are that your solution perfectly matches customer needs, you will be wrong. MORE
Customer Related Topics 
Startup Professionals Musings
JANUARY 8, 2021
Most leaders agree that poor customer service is a business killer today, in terms of lost customers, reduced profits, and low morale. Yet the average perception of customer experience has not improved. Know your customers intimately.
Startup Professionals Musings
DECEMBER 23, 2020
Today’s customers demand more than a good product; they expect a great customer experience. A few companies are leading the way, including Apple with their iPad and iPhone, offering irresistible stores with friendly experts, elegant packaging, and customer service that never ends.
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Startup Professionals Musings
DECEMBER 13, 2020
Having the best solution is a good start these days, but a solution alone is no longer enough to keep customer attention and loyalty. Your competition is global, so today’s customers are demanding world-class service. Tie customer experience to all compensation and recognition.
Startup Professionals Musings
SEPTEMBER 16, 2020
For decades, efforts to satisfy customers have been built around demographics – capitalizing on race, ethnicity, gender, income, and other attributes. Customer personalities define customer experience, and sets what they love, and what they hate.
Berkonomics
JULY 27, 2017
Your customers know what they want more than you do. This week’s insight came from personal experience and from a good friend who advanced the notion of the “teacher-customer” years ago. I internalized this phrase, recalling the many times I had partnered with customers to design new feature-functionality into my hotel computer system back when such systems were brand new to the industry. The customer would be the first to receive the new functionality in a new release.
Startup Professionals Musings
AUGUST 22, 2020
Entrepreneurs have always believed that their product or service must show real value to customers, but today the smart ones are even able to make their marketing valuable. Customers don’t even see this as advertising. Customers relate to other humans and relationships.
Berkonomics
AUGUST 3, 2017
First customers are critical. Your first customers for any product or service form your reference base, the important group of allies that your marketing and sales people rely upon when attempting to create buzz and make a mass market for a new product. If the product or service is especially complex or expensive, send someone from sales or marketing or even R&D to the customer location at the moment of first use. Make your customer a partner in the process.
Startup Professionals Musings
SEPTEMBER 25, 2020
The world keeps changing, and visible business strategies that worked well in the past, including being the premium brand or low price producer, simply don’t get the customer loyalty they once did. Today, customers are looking for real relationships, a memorable shopping experience, and satisfaction of a higher purpose. What you say in your mission statement means nothing unless customers see you and your team living it every day. Highly focused customer segment targeting.
socalTECH
MAY 2, 2019
Los Angeles-based financial software developer BlackLine said on Thursday that it has expanded its customer base, adding such notable customers as Volvo, Waymo, AstraZeneca, the operator of Applebee's, and many others to its list of 2,700 companies who are using its products. plus international customers such as AstraZeneca, Aviva, Blue Prism, Chorus New Zealand, NHS National Services Scotland, Volvo Car Group and Western Power.
Berkonomics
NOVEMBER 24, 2016
Repeat customers, raving fans, angry backlashers, commodity shoppers. Here’s another way to look at the ladder to an ideal customer loyalty relationship. Customers hate this, especially when they have a complaint. I am not suggesting that you create a competitor, only that if this is the case, you should find a way to exceed customer expectations greatly. You don’t want your customers to buy strictly because you have become their “habit of comfort.”.
Startup Professionals Musings
NOVEMBER 17, 2018
For decades, efforts to satisfy customers have been built around demographics – capitalizing on race, ethnicity, gender, income, and other attributes. Customer personalities define customer experience, and sets what they love, and what they hate. Even businesses with highly specialized market segments will find it more effective and simpler to focus on who customers are as people, rather than the “what” of their demographic attributes.
L.A. Business Journal
MAY 18, 2020
a downtown-based fintech startup, is adapting to the Covid-19 crisis by helping its customers adapt Finli Inc.,
socalTECH
JANUARY 2, 2020
Santa Barbara-based Yardi , which develops real estate management software, reported over the holidays that it has been selected by a customer in Singapore. yardi real estate management software customerAccording to Yardi, JMD Group of Companies will manage its real estate assets with Yardi Voyager, Yardi's cloud-based propert management and accounting software. Financial impacts of the deal were not announced. READ MORE>>.
socalTECH
AUGUST 9, 2019
Los Angeles-based fintech startup Dave , which offers up an online banking service which helps users build their credit, announced on Thursday that it has named Mia Alexander as its new VP of Customer Experience. Alexander was most recently VP of Customer Experience at Green Dot, where she had been for over 16 years. According to Dave, Alexander will oversee the entire customer lifecycle of its 3.8 million customers.
Startup Professionals Musings
JANUARY 29, 2020
Entrepreneurs and business executives seem to be even more focused on their technology than the rest of us, and less inclined to listen to the voice of the customer, even if they remember to ask. Real two-way conversations with real customers, including the all-important body language, are unheard-of these days. I doubt if any of these are really listening to their customers. It’s easy to focus first on selling, and to treat all customer input as objections to be overcome.
socalTECH
MAY 29, 2015
Santa Monica-based secure messaging app developer TigerText , which provides secured text messaging for the enterprise and healthcare markets, has signed up a customer in Chicago. tigertext chicago secure messaging texting healthcare enterprise customerTigerText said that Chicago Cardiology Institute (CCI), which treats cardiovascular disease in Illinois, has deployed the company's secure messaging products as part of a HIPAA compliance effort.
TechCrunch LA
JULY 9, 2019
The company also offers specialized medical tourism insurance to all of its customers, according to O’Shaughnessy. Doctours , a Los Angeles-based online platform for booking trips and treatments for medical and dental care around the world, is expanding its services to 35 countries.
socalTECH
OCTOBER 12, 2020
Santa Monica-based Invoca , which provides call tracking and analytics software, says a new study it ran shows that website experience and customer experience has become much more important in the era of COVID-19, particularly in big ticket purchases. The company is in the business of providing tools to help companies with customer support and call tracking to support companies with customer support. invoca covid19 customer support software call analytics
Startup Professionals Musings
MARCH 4, 2019
Is your marketing focus product-centric or customer-centric ? With a wealth of products now available, customers look for the most memorable experience , not just the best product. Amazon is very customer-centric, but it can make all the difference in retail as well as online. One of the keys to a successful customer-centric strategy is understanding and measuring your customers lifetime value (CLV), since customers are definitely not all the same.
Startup Professionals Musings
JUNE 5, 2019
Too many business owners still think of “ customer support ” as an after-sale process to rectify customer problems with completed transactions. With the advent of instant communication and social media, customer service starts at the first hint of interest by you, and never ends for repeat customers. One bad customer experience will kill not only one customer, but many future ones, who hear the message via social media and friends.
Startup Professionals Musings
DECEMBER 18, 2020
As a long-time business executive and adviser to entrepreneurs, I see a definitive shift away from customer trust in traditional business messages, and the executives who deliver them. Customers these days are turned off by timeless safe messages, delivered repeatedly on traditional media.
Startup Professionals Musings
JANUARY 11, 2020
They forget that adapting their company and themselves as their customers evolve is the key to long-term survival. Think of Blockbuster and Toys ‘R’ Us , both of whom missed customer changes and the move to online. Every business owner needs to plan to reinvent their business regularly, or their competitors and their customers will make them obsolete. Create an overt strategy to react to emerging customer trends. business customer growth entrepreneur reinvent
socalTECH
APRIL 25, 2018
Los Angeles-based TaskUs , which provides outsourced customer support and other back-end support for technology companies, said today that it has named Jarrod Johnson as Chief Customer Officer. johnson jarrod technology executive officer customer chief taskusJohnson was previously SVP of Sales at TaskUs, and will be based in the company's Dallas offices. Johnson also had served at ACS and IBM.
L.A. Business Journal
AUGUST 3, 2020
Gemist Inc. wants to bring the bling direct to consumers
socalTECH
SEPTEMBER 19, 2019
Los Angeles-based Centerfield , a company which provides marketing and customer acquisition to the residential services, business services, and telecommunications markets, says it has launched a new product, called Insights by Scout. According to the company, the new product provides customer intelligence, and is part of its Dugout platform to automate customer acquisition for its customers. centerfield customer acquisition marketing services analytics
Startup Professionals Musings
FEBRUARY 3, 2020
Today’s customers are much more in control of their buying decision, as they have more choices and more information than ever before. This can be an advantage to startups who don’t have the resources and brand awareness of mature businesses, if they understand and position themselves to win in the decisive moments of the new customer buying process. Bloom’s classic book, “ The New Experts: Win Today's Newly Empowered Customers.”
socalTECH
AUGUST 29, 2016
Los Angeles-based legal software developer American LegalNet is reporting a new customer win this morning, with law firm Blank Rome LLP. american legalnet legal customer software docket calendarAmerican LegalNet said Blank Rome LLP has purchased its eDockets court-rules-based calendaring and docketing systems software, as well as Docket Direct local/federal court feeds and Smart Dockets court date calculator app. Financial impact of the win was not announced.
socalTECH
AUGUST 19, 2019
Irvine-based CloudBlue , which develops a platform to let telecommunications companies, technology distributors, managed service providers, and others to sell cloud and digital services, reported a win today with HGC Global Communications Limited (HGC). According to CloudBlue, HGC will use its platform to power the "HGC Marketplace". Financial details of the win were not announced. CloudBlue is owned by Ingram Micro.
Startup Professionals Musings
APRIL 1, 2020
Attracting the right customers is the key to success in business, whether you have a new startup or a mature enterprise. In my role as an advisor to entrepreneurs, I often see struggling businesses trying to be too many things for too many people, resulting in customer confusion, initiatives executed poorly, and high costs, few customers, and slow growth all around. Lowest-cost solution with minimal customization. Public utility required by all customer segments.
socalTECH
AUGUST 1, 2018
Los Angeles-based SteelHouse , which develops online retargeting and advertising software, has named Rory Mitchell as Chief Customer Officer (CCO) at the company. steelhouse chief customer offier executive retargeting advertising softwareMitchell was previously VP of Client Success at SteelHouse, where he has been for less than a year. According to SteelHouse, Mitchell has over 17 years of experience in the area, and was previously at Experian Marketing Services.
SoCal Tech Calendar
JANUARY 23, 2019
Thursday, January 24, 2019 -- TCVN Program: Customer Development. Who is your customer? Join other entrepreneurs for a detailed workshop that will give you a different perspective on how to find and keep customers. TCVN now features four educational tracks in four specific areas.
Startup Professionals Musings
OCTOBER 17, 2020
One of my favorite sayings is “Real change doesn’t happen until the pain level gets high enough.” There aren’t many of us who love change, just for the opportunity to learn something new, and even we won’t pay much for it.
Startup Professionals Musings
AUGUST 16, 2019
Most businesses spend big money testing their brand logo, catchy marketing phrases, and demographics, but spend little time training and validating that their employees can and do deliver exceptional experiences to their customers. The result, according to an often-quoted Gallup survey , is 70 percent of workers not fully engaged, and poor customer experiences. Keep your team happy to create engaged customers. An unhappy team member can’t create an engaged customer.
Startup Professionals Musings
JULY 20, 2020
Contrary to popular opinion, viral marketing has not eliminated the need for old-fashioned lead generation to bring customers to a startup. Display ads on mobile devices, including video and audio, also offer a new opportunity to reach target customers.
Startup Professionals Musings
JUNE 12, 2019
Much has been written recently about the requirement to focus today on the total customer experience, as a competitive edge or even for survival. Traditionally, you just worried about the quality of the sales transaction (price, speed, service), but the “customer experience” now includes ease of pre-sale shopping, post-sale support, with a connected relationship throughout. Delight customers with personally tailored options.
Berkonomics
JANUARY 9, 2020
One of your employees is approached by an employee of a customer or of a supplier, stating that “It sure would be great to work in your company.” You should be clear from the start that no one at your company may offer a job to any current employee of a stakeholder – a customer, a partner in development or in distribution, or of a supplier. The recruitment traps. It has happened to all of us who have been leaders in business long enough.
Startup Professionals Musings
MARCH 16, 2019
Today’s customers are overloaded and overwhelmed by too much information, so making a decision is a challenge. You may think this is only important to your marketing and sales people, but in reality it doesn’t matter how great your product or technology might be, you won’t succeed if you don’t understand your target customer decision process. No matter how certain you are that your solution perfectly matches customer needs, you will be wrong.
socalTECH
MAY 24, 2019
Redlands-based geographical information systems (GIS) developer Esri has signed up a new customer in Qatar, the company reported this week, with the The Centre for Geographic Information Systems (CGIS) - Ministry of Municipality & Environment, Qatar. Financial impact of the customer win was not announced.
Startup Professionals Musings
MAY 28, 2017
With the advent of the Internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed. They expect you to be there, to know their history as a customer, and to treat them with priority and respect. Everyone today is looking for a knock-your-socks-off customer experience, and they know the best companies out there are already doing it. Company finds customers based on interests.
Berkonomics
JANUARY 12, 2017
I recently experienced an amazing effort of outreach by a vice president of a large national customer asking for a meeting with the product development team of a critical supplier, one of “my” companies. The goal, the VP stated, was to “see if these guys are battle hardened veterans that have dealt with the real-world product and delivery problems” of a nationally important customer.
Startup Professionals Musings
JANUARY 5, 2020
As an advisor to entrepreneurs, I find that I often have to remind them that the world of customers has changed since they started their last business. Customer expectations of a relationship and personalization are stretching every business today, and pervasive use and confidence in social media by customers can override all your image building and marketing messages. Pushing yourself on customers by touting features and price doesn’t work anymore.
Startup Professionals Musings
SEPTEMBER 19, 2020
Traditional marketing says you have to “push” your message out to customers, over and over again, to get you remembered. A more effective approach in today’s Internet and interactive culture is to use “pull” technology to bring customers and clients to your story.
Berkonomics
JUNE 27, 2019
And that behavior results in leaving little time for outreach to the most critical component in your chain – your key customers. Then, what is a benchmark for customer outreach? As a group, we set a bar of fifteen percent as the minimum amount of time each week that a good CEO should spend reaching out to the company’s key customers in a proactive attempt to find issues, trends, unmet product needs, and of course create bonds that make their jumping to a competitor more difficult.
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