4 Ways Verizon Is Trying To Get Rid of Me

I hang on to this myth that Verizon really does want me as a customer. The reality is that Verizon doesn’t care; they know I’m not going anywhere for two years. For many buyers the decision to change vendors happens long before the product or service is delivered or even purchased. Sellers don’t see the signs because they focus on historical patterns; not on the buyers’ experience. By not understanding how the buyers’ journey traverses social and physical worlds and how different interactions impact trust and credibility, sellers inadvertently drive their own churn. There are four experience disruptors that drive churn..... Read the complete post on Forbes.

Buyer 3.0 (a.k.a. What Social Tells You About Buyers)

The klaxons are ringing in corporate halls. To use an old praise, someone “moved the cheese”.  Marketing programs are struggling to consistently produce qualified leads that convert; prospect conversations are more challenging; customer co-creation expectations are wreaking havoc on product roadmaps; and customer service has lost control as customers turn to social media and peer-groups for help.   What’s happening?  The adoption of social technologies moved the “cheese” and heralded in the arrival of Buyer 3.0.  

What Does Trust Have To Do With Anything?

Ever been in a meeting where everyone seems to get along swimmingly? But the longer you sit there you start to get a sense that a play act is going on. The friendly banter is contrived, double entrendres abound, the proselytizers are taking turns, and the conversation doesn’t hit on the core reason for the meeting. It doesn’t matter if you’re in an uptight ‘suits’ or ‘jeans and t-shirt’ environment, company cultures these days suffer from a serious malaise. The lack of trust at all levels is at epidemic portions. I venture that few of you really trust your boss or cube farm neighbors.... Read the complete post on Forbes.

Speaking about Buyers Journey at NAWBO Silicon Valley

Come join me on November 15th for dinner and a talk at 6pm to the NAWBO Expo about the Buyers Journey. Location is at the Biltmore Hotel & Suites, 2151 Laurelwood Road, Santa Clara, CA 95054. Growth in this economic rebound has a different set of rules: Markets are transparent, buying is social, products and services must be sticky, buyers place more importance on the lifetime experience than on the purchase, and they expect to realize value long before they purchase your solution. To grow in this new economy demands that companies adjust not only how they market and sell but drive faster revenue cycles.  

Time to Pull Up Our Socks

Like most people, I have one eye on the debt ceiling and unemployment debate.  Sorting reality from spin and the juvenile drama reminds me of decades ago university student government meetings.  It's also reminiscent of some management team meetings where one spends enormous energy sorting the facts from all the hooey. What strikes me as troublesome is the colossal disconnect between the perspectives of government, companies and the general public. Their focus is telling of the disconnect: The next election cycle, next financial earnings report, and when the next set of bills are due.  The lack of common ground or shared goals between these three perspectives is undermining our future.