Customer Focus

  • Creating Stellar Customer Experiences Demands Putting Employees First: A Conversation With Author and Employee Engagement Expert Tracy Maylett

    Tracy Maylett is co-author of The Employee Experience: How to Attract Talent, Retain Top Performers and Drive Results. The book makes a powerful, data-driven case that the best way to ensure a great experience for your customers is to offer your employees a great experience first. Tracy Maylett is a well-known global expert on employee engagement, and is also CEO of DecisionWise, an advisory firm that helps global organizations improve employee engagement, navigate organizational change, and strengthen leadership teams.   Read More >
  • Customer Focus Roundup

    Finding, attracting and keeping customers – while keeping them happy – is a top priority for any business, in any industry. In the middle market, your view of customers has likely shifted from your early days but the basics remain. You may now be looking at building new generations of customers or deepening your existing relationships or even going out and finding entirely new customer bases. No matter what your middle market organization plans on doing in the future, customers will play a huge role. From building a raving fan base to learning how to let customers help themselves, Brandt Handley of G4ROI compiles his best articles about customers.  Read More >
  • Customer Experience: Where’s the Love?

    More service providers than enough fail to comprehend that the customer experience is a blend of the human interaction and the emotions that are evoked and measured against the customer’s expectations. It’s a function of process and people, and both sides need to be addressed to ensure superior service delivery.    Read More >
  • Author and Marketing Guru Bruce Turkel on How to Grow Your Business By Focusing on Others

    Author Bruce Turkel, in both his new book "All About Them" and during the last 33-years running his Miami-based marketing firm, Turkel Brands, helps companies move from “company-centric” marketing to “customer-centric” communication. Turkel strongly believes that companies which understand, and best connect with, the emotional needs of customers will gain a huge competitive advantage. He recently spoke with the NCMM about his ideas.  Read More >
  • Transitioning Salespeople: How to Avoid Disrupting Client Relationships

    Salespeople leave. It happens. But for a midmarket company, the transition isn't always easy. An important component to sales is building relationships, so when one of those relationships ends, clients may feel like they've been abandoned or left in the lurch. Building trust and confidence with someone new can take time, and retaining customers and sales numbers during a transition is vital for midmarket firms that want to stay competitive.

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  • How to Execute a Hassle-Free Rebranding

    If your middle market company has grown and evolved over the years, then you might be wondering if it's time to rebrand. A company's or product's brand represents its identity — the distillation of what it is and what it stands for. For customers, encountering a rebranded product can be like learning that an acquaintance suddenly changed his name: not necessarily a bad thing, but it may take time to adjust.

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  • Choosing a Keynote Speaker: 6 Steps to Better Company Events

    Do you need a keynote speaker for your middle market company's next event? How do you go about finding one who will work best for your budget and overall goals ? Start with a clear understanding of your objectives and a realistic idea of what your resources will allow. You likely don't have the financial wherewithal of your larger rivals, so creativity can be a great equalizer here because enterprises aren't as flexible as you are.

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  • How a Unique Office Can Boost Recruitment, Retention — and Your Brand

    ExactTarget found before being acquired by Salesforce. The company was able to attract younger talent in part because of its office design: an open arrangement with coffee bars and group workspaces complete with sofas. According to PSFK, such designs speak to millennials, who tend toward informality, collaboration and community when working. "I wanted to be part of a company that emphasized culture," said one ExactTarget recruit.  Read More >
  • 4 Ways to Shorten Your Sales Cycle

    Your sales cycle is longer than you'd like; you wait weeks and months for customers to make that crucial decision to buy. Meanwhile, your company's sales team is skillfully executing their work, making great presentations, getting to know prospects and their particular problems, negotiating customized solutions and moving toward that all-important close. So what can your middle market company do as the weeks and months roll by and customers don't buy?

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  • Regular Website Maintenance Is Necessary to Maintain a Strong Brand

    By Rob Carey

    Countless companies have devoted considerable time and effort toward the initial design, functionality and testing of their websites. However, some internal stakeholders often misunderstand a website's launch as the end of a process. It is actually just the beginning. In fact, a company has a responsibility to ensure that its online presence always works well for users, always furthers the company's objectives and always has adequate security against hackers.

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