Business Growth Strategies For CEOs: Top CMOs On Marketing Strategy Implementations

Part 8 of the series: A B2B CEO’s Guide to Navigating the COVID-19 Revenue Reality

The COVID-19 pandemic undoubtedly has created an economic crisis that has left few businesses untouched. But, if you have been following this blog series, you understand the value of innovation, and, in particular, the value that your aligned sales and marketing leaders will bring to that strategic exploration.

Now is the time to entrust your collective team to the task of identifying new opportunities. Borne out of necessity in a world of shelter-at-home mandates, so many new creative ideas have emerged. If your market-facing teams really understand your core competencies, they will find creative ways to apply those core competencies in a unique and innovative fashion to solve today’s challenges.

Does Your Customer Delight Take Flight?

Mon, Jun 17, 2019 — Let’s assume, like most businesses, that you have a keen focus on pleasing your customers. You have plans, people and policies that ensure you are offering a great experience, and you are doing everything you can to make it easy to do business with you. That’s all well and good -- congratulations! However, it’s important to note that there are brands committed to going beyond “pleasing” their customers -- they are moving up to “delighting” their customers.

Don’t Reinvent the Wheel: Seven Simple Steps to Delighting Your Customers

Tue, May 28, 2019 — People pleasing—for as long as there have been sellers and buyers, there have been efforts by sellers to get those buyers coming back for more. If we think all the way back to the dark ages of retailing, we can imagine that there was heavy competition for those stone-chiseled wheels—and certainly the stonemason with the best service (and ratings on Yelp) had the most robust business. Of course, most businesses will SAY that THEY have a keen focus on delighting their customers—that THEY are the best at building retention and ongoing loyalty. “Of course we do,” they say. “It’s a company virtue! We’ve been doing it for years!” Yet, when you examine the actual processes and procedures used in the interaction with their customers, you will often find the opposite. This is not necessarily willful—it likely is a function of a reliance on tried and true business processes in a selling environment when the business situation may have changed. (Pity the stonemason who was beat out by Goodyear to put rubber treads on those wheels!)

How to Build a Customer-Centric Organization and Avoid Technology Fails

Tue, Apr 23, 2019 — For everyone who tosses an iPhone in disgust or screams when Instagram is down, there are legions of people who praise technology—particularly for its ability to provide better customer service. Artificial Intelligence (AI) and Augmented Reality (AR) advances; programs that analyze and target messages to the right consumers, in the right amounts; and just software that puts a customers information at the fingertips of a telephone support agent—all are helping to smooth the confluence between tech and service. So why is it that it sometimes, technology actually deprecates the customer experience? And what can be done about this?

Growth Insights for CEOs

Find New Markets and Shift Your Focus -- At Least Temporarily

Part 8 of the series: A B2B CEO’s Guide to Navigating the COVID-19 Revenue Reality

Recent Posts

Does Your Customer Delight Take Flight?

Don’t Reinvent the Wheel: Seven Simple Steps to Delighting Your Customers

How to Build a Customer-Centric Organization and Avoid Technology Fails

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