If you don’t understand your customer, you will fail. In business development, I see salespeople make the mistake of going into customer meetings ready to rattle off the features and benefits of the ...

The best businesses focus their customer experience programs on doing the things that delight customers and put them ahead of their competition. Here are three little secrets to achieving this goal.

Language plays a key role in almost every marketplace interaction. It’s how salespeople talk to prospects, leaders talk to teams, and customer service agents talk to customers. Recently, firms have ...