Trust Leader: CNN

  How CNN Builds and Protects it’s Brand of Trust A few weeks ago, I had the opportunity to meet with Greg Agvent, Senior Director of New Operations at CNN (Cable News Network) of Atlanta, Georgia, USA to discuss the importance of trust in the media. I asked him several questions relating to the CNN…

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What is the magic of 384 when conducting customer and stakeholder research?

  Last week a client asked me WHY 384? We are conducting The Client Trust Index™ to measure the company’s performance with its customers. They want to know what the customers really think and what specific behaviors they can change or improve to grow their business and deepen their relationships. We are surveying a random…

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16 Biggest Mistakes Companies Make with Customers

How to destroy your customer’s trust in you: 1. Fail to deliver the product or service as promised 2. Do not return calls or emails promptly 3. Continually change the rules of the engagement 4. Send them to your website for more information 5. Be unreliable 6. Tell customers “this is not my responsibility.” 7.…

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Increase Sales Growth by 186% by Understanding Your Customers

  According to a report published by McKinsey & Company, companies that are savvy with customer analytics outperform their competitors when the top executives are involved in marketing. The statistics speak for themselves: 126% more profit than competitors 131% more sales than competitors 186% more sales growth than competitors 132% greater return on investment than competitors We hear…

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Superior Customer Service Builds Loyalty & Customers Who Trust You

  In today’s Globe and Mail, Brenda Bouw wrote about four steps to fix bad customer service. Her advice spoke to small business owners, however large enterprise companies and individuals can benefit from the advice as well. Brenda Bouw, outlined the following four steps : “Keep it simple sales person: It should be easy for…

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Why Trust?

Why did I get into this? I have been working in marketing and sales within the IT industry for nearly 25 years.  Over the years, I have encountered hundreds of successful executives and companies, and several who have shared their business challenges with me.  There are many perspectives about what makes a business succeed or…

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