https://berkonomics.com/?p=3873&utm_source=rss&utm_medium=rss&utm_campaign=do-you-take-those-loyal-key-customers-for-granted Dave Berkus' business insights Tue, 02 Jul 2019 19:06:32 +0000 hourly 1 https://wordpress.org/?v=6.9.4 https://berkonomics.com/?p=3873&cpage=1#comment-130897 Tue, 02 Jul 2019 19:00:34 +0000 https://berkonomics.com/?p=3873#comment-130897 I don’t think it’s possible to spend “too much” time on customer engagement: not only making sure they’re satisfied, but asking for their feedback on product or service improvement / development, and enrolling them as referenceable evangelists. The more people at every level of your organization you can train to do that, the better off you’ll be. CEO to CEO contact is a must, but at the same time some of your best customer feedback — translatable into marketing or product development initiatives — can come from people at many other departments within your organization. And then your CEO has to be willing to pay attention to and act on that feedback.

]]> https://berkonomics.com/?p=3873&cpage=1#comment-130894 Tue, 02 Jul 2019 16:57:13 +0000 https://berkonomics.com/?p=3873#comment-130894 Dave
We had 20 engineers in our company. It was common for about half to attended a trade show and be in our booth along with a few sales people and reps. The engineers would spend time with customers learning how they think and what they wanted. I think they had a good time and we were the better for it.
The next week the company was would be split into two battling camps: the stayers and the goers. The experienced of meeting the customers changed the goers and there was a lot of friction between the two groups for the next few weeks.
Unfortunately my partner and our CEO was a stayer and I was a goer. It didn’t help our relationship.

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