Why Customer Loyalty Is Hard

Wrapping your business around the customer has been a core business principle since before Adam Smith wrote the “Wealth of Nations” in 1776. Yet every year, there are new technologies, theories, and business models that promise to get a company closer to its customer, as if customer alignment had just been discovered for the first time. Do we really need new-fangled ways of solving the problem, when many companies have performed well at customer alignment for centuries?... Read the full article on Forbes.  

Change or Die

We’re waking up from a daze that started when marketing results became increasingly unreliable and change whacked us in the head and flipped decades of established marketing and sales practices upside-down. Lori Wizdo also noted that buyers expect a personal touch yet sales departments are still pushing products instead of building relationships. As a result 50 percent of sales don’t meet their quotas and only three percent of customers feel their interactions with sales are meaningful.... Read the complete post on Forbes.