The Leadership Insights Blog by Liz Weber, CMC, CSP

Effective Leadership Strategies to Boost Your Business

Browse Topics

Category: Sales, Marketing & Customer Service

Where’s April?

He didn't realize he'd even said it, yet my husband had stopped in his tracks and had basically bellowed the question across the dining room of one of our favorite lunch spots. Upon entering the dining room, he'd done a quick scan to ensure April was there.

Exceeding Customer Expectations

The “buzz” in customer management arenas continues to be “Customer Expectation Management”. Customer Expectation Management or CEM is a way of doing business that focuses heavily on delivering not only a quality product, but delivering that product with service that exceeds the expectations of the customer.

Critical Numbers

Critical Numbers are those key financial, production, or sales numbers that tell us how well we're doing -- or not doing. These numbers help us determine what we MUST accomplish day in and day out to be successful.

Confirming SERVICE Value: Measure the Specifics

As businesses look for ways to cut costs while maintaining or improving profitability, I'm hearing more and more about “identifying Value” in our work processes and in our businesses overall.

Building Business Relationships- “Good Enough Never Is”

I received a call recently from one of my client’s – let’s call him “Bruce”. Bruce owns a technical services firm. Bruce had just received a letter from one of his long-standing customers – and his customer wasn’t happy.

Are you Valuable or Valued?

We've heard over and over "Add value for your customers!" But what does that mean? According to Webster's Dictionary, VALUE means "Monetary or material worth".

Why Don’t They…?

Have you ever gone into a store and had a heck of a time trying to find what you wanted? You finally had to have someone lead you to it because the store’s signage was poor. Like me, you probably thought, “Why don't they just put up clear signage?”

Are We All In This Together?

Have you ever had the experience of working with a great group of people who all chip in to get the job done? Each person involved offers ideas on how to complete the project; each volunteers to do an extra task or two to make it happen; each seems excited about the project’s potential benefits.

Go Where Your Customers Are Going To Be

When asked what helped him become the great hockey player he was, Wayne Gretzky infamously replied, “I go where the puck is going to be.” Because of that simple philosophy, he would be at the right place at the right time; he’d get the puck and score.

Service Your Customers – Turn Them Away

I experienced some of the best customer service you can receive yesterday. I was turned away. I had met with a web site designer to talk about redesigning and upgrading my websites. We discussed the shopping cart and site hosting services I currently use and need.