The Science of Loyalty™ As a young consultant I spent much of my time conducting qualitative and quantitative customer research for my...

B2B Markets: People, Data or Both? In B2B markets personal relationships are critical. That’s why companies invest so much in employees...

The Value Scale™ We like to describe the concept of value using the analogy of the old-time apothecary scale …in this context, we call it...

When I go to McDonald’s and order a Big Mac, I don’t get a business card from the cashier. And that’s fine. Why? Because I don’t go to...

“Your most unhappy customers are your greatest source of learning.” – Bill Gates In the B2B world, building great customer relationships...

If you’re a salesperson, you probably focus mainly on finding new clients. But if you work in a mature B2B industry, that isn’t always so...