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Posts under ‘Customers and Sales’

Top tips – Understanding your most important customers

“Whilst telephone research, website surveys, questionnaires etc all have their place this is not good enough for key accounts – in the same way that members of staff get an annual appraisal, key accounts should get an annual face to face appraisal carried out by a senior executive.” says Phil Jesson of Key Account Specialists […]

Customer loyalty obviously isn’t important to some… Derek Williams (WOW awards)

Derek Williams, founder of The WOW! Awards for Outstanding Customer Service We all know of organisations that don’t care about customer loyalty from their customers.  There are little signals:- The hotel restaurant that cannot serve breakfast to customers arriving at 9.05 am.  “We stop doing breakfasts at 9!” The supermarket where employees are more interested […]

Systematically Delighting Your Customers

Academy Team for The Bottom Line Solutions 4 Cleaning won the British Chambers of Commerce business award for Excellence in Customer Service in 2011 against considerable opposition which included Marriott Hotels and BT. Kevin Kerley, who has since exited the business but remains in close contact with them, explained to me that for a small, […]

Making Good Use Of Time by Joe Adams

Ever hear someone say, “I could sell more if I had more time,” or “I wish I had the time to go after that sale”? Don’t believe such words. People make time to do the things they really want to do. And salespeople are no different than others in finding that time. Nobody should have […]

Being Chosen from the Crowd by Brian Chernett