Willy Bolander

Is the customer king?

We love customers. Popular authors and consultants encourage organisations to satisfy them (Cockerell 2013), delight them (Curtin 2013), and even hug them (Mitchell 2003; though we predict mixed success from following this advice, based on a myriad of background factors). Overall, companies accept these recommendations wholeheartedly. We want loyal customers; we want “raving fans” (Blanchard 1993).

And yet, this singular […]

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    If you’re in sales, don’t build relationships only with customers

If you’re in sales, don’t build relationships only with customers

Managers tend to think and talk about sales performance as an outcome that is determined exclusively by salespeople’s behaviours and relationships with customers. Want to close more sales? Meet more prospects. Want to make more money? Find a better way to interact with and influence customers. Want to ensure your numbers next year are better than your numbers this […]