Tag: Social media

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The Industry What Customers Want

Senior Customers

elderly-people-crossingI have worked with a number of carriers who largely avoid building fiber or any new facilities to neighborhoods that have a larger than average share of senior households. And I think perhaps we are getting to a point in time where that is no longer the best strategy.

Pew Research Center just released a poll showing the change over time of the use of social media by various age groups. They have been asking this question for a number of years. Their polls show that back in 2006 around 40% of people under 29 used social media but barely anybody else. But over the years the usage has grown for each age group. As one would still expect, around 90% of those under 29 now use social media, but the percentage for those over 65 has grown to 35% and is growing quickly.

You don’t have to go back very many years to see a different story. As recently as 2012 only 20% of those over 65 used social media and in 2010 it was only 10%. But the older demographic is quickly catching up to those between 50 and 64, where, even now, only 50% use social media.

This survey didn’t give any reasons why the use of social media is growing so fast. But one easy explanation is that as the population ages, the younger groups of people become the next older group. I just read recently that there are now more millennials in the country than baby boomers. The baby boomers, along with everyone else, are aging and the first boomers are now 69.

Not all of my clients shy away from seniors. I have a few clients that for years have held training sessions to help seniors get over their fear of computers, and this has paid off. They tell me that once a senior gets on the Internet that they are some of their best customers. They pay on time and they are loyal.

I happen to live in a community in Florida with a lot of seniors who love the Florida sun in the winter. I can tell you that, at least around here, the community itself is drawing seniors onto the Internet. It’s not unusual for community centers and other centers of senior of activity to prefer to communicate via the web. It’s also not unusual around here for doctors to want to do everything on the web. So people who might have had no other reason to get onto the Internet are getting drawn in by daily life.

I don’t think anybody should expect that seniors are going to pony up a high price for the fastest Internet connections, and so I would imagine that Google doesn’t do as well in this segment of the population as they probably do with families with kids at home. But that doesn’t mean that seniors want the slowest product either. My mother-in-law, who lives in Texas, had a 40 Mbps cable modem and was pleased last year when Time Warner increased her speed to 75 Mbps due to competition with Google.

We are also on the verge of a time when seniors will become very demanding broadband customers. There are over 100 tech companies reported to be looking at products that can help seniors stay in their homes longer. All of these products rely on video cameras and other monitors that are going to make seniors care about bandwidth. If buying bigger bandwidth can keep somebody in their home for an extra decade you are going to see the elderly shelling out for broadband and demanding that it is fast enough to satisfy their needs.

I still think the idea of carriers finding ways to reach out to senior can pay dividends. I have a very large extended family and every year I see a few more of my older cousins and relatives pop up on Facebook. And I am sad to report that it’s not just kids who take selfies! I think the older generation in my family has a lot more fun with the Internet these days than the kids.

Categories
The Industry

The Battle for Eyeballs

There is an interesting aspect of the web that happens behind the scene and that doesn’t get a lot of press: the tracking and maximizing of web views on social media sites like Facebook and Twitter. Large content providers like the Huffington Post, BuzzFeed, and the New York Times very closely monitor how many shares they get on the various sites. The reason that shares matter is that the more eyeballs they get to look at their pages, the more they make from advertising. It’s easy to forget that advertising drives the web, but to these companies advertising is the major, and in some cases the only source of revenue.

Following is a list from NewsWhip showing the 10 largest content providers, based on Facebook shares, for August, 2015. Some of these are familiar names, but some post content under various names that a Facebook reader would more likely recognize.

Content providers are currently in a bit of a panic because the largest social media sites are working very hard to keep eyeballs on their own pages. When somebody clicks on a web article on Facebook they are sent away from Facebook and they often don’t return. Social media sites know that keeping eyeballs on their site increases their own ad revenues.

Twitter recently launched Moments, a space for content that stays inside the Twitter platform. Twitter directly creates content for Moments and has also invited partners to write and create content inside the Twitter platform. Facebook has been doing similar things through its Trending Topics pages that lead you to content within Facebook. They are also looking at a more aggressive platform they are calling Notify. LinkedIn probably started the trend and has enlisted heavy hitters from various industries to write content directly inside their site.

It’s a tough time to be a content creator. They are already seeing a downward trend in revenue due to ad blockers. It will be that much harder to make money as a content provider if they have to also compete the social media sites directly for content. After all, the social media sites know a lot more about what each of us is interested in, and companies like Facebook can use that knowledge to entice us to view content that they think is of interest to us.

The content creators have a real concern. For example, the Huffington Post has lost about 2 million Facebook shares per month over the course of this year. The issue matters to web users, because it is the content creators that make the web worth visiting. I personally use Twitter as a way to find articles about various tech industries and I am not that much interested in personal tweets by the people I follow. I am sure that many other people use these platforms the same way – as a way to follow topics they are interested in. But whenever large sums of money are involved somebody is always going to be scheming to capture market share, and the tug of war for advertising eyeballs is in full force.

Categories
Current News

Pew Research Privacy Studies

Pew Research recently took two separate looks at the issue of privacy. First, they conducted a survey to see how the general public in the US feels about on-line privacy. They also polled 2,511 “technology builders, researchers, managers, policymakers, marketers, analysts and those who have been insightful respondents in previous studies.”

Some of the more interesting results of the survey are as follows:

  • 91% of adults agreed that consumers have lost control of how personal information is gathered and used on the Internet.
  • 88% agree that it would be very difficult to remove inaccurate information about themselves online.
  • 80% who use social media are concerned that businesses are accessing what they share.
  • 64% thought the government should do more to monitor on-line advertisers.
  • 61% disagreed with the statement, “I appreciate that online services are more efficient because of the increased access they have to my personal data”.
  • But to show how mixed feelings are about online advertising, 55% agreed with the statement, “I am willing to share some information about myself with companies in order to use online services for free”. There must be people who agreed with this who also disagreed with the previous question.

There were also questions about government spying on Americans:

  • 95% were aware that the NSA is collecting telephone records and online records on everyone.
  • 80% were concerned that the government is monitoring phone calls and monitoring the Internet.
  • Only 36% agreed with the statement, “It is a good thing for society if people believe that someone is keeping an eye on the things they do online”.

People were asked which method of communications they felt most secure using. Following are the percentages of people that felt either somewhat secure or very secure: landlines – 67%; cellphones – 52%; email – 40%; text messages – 39%; IM or chat – 29%; and social media – 16%. These findings correlated well with knowledge of the NSA surveillance – the more somebody knew about the NSA the less secure they felt using communications.

Only 62% of people have ever used a search engine to look up their own name to see what is known about them on the Internet. 47% of people assume that people they meet will look them up. Only 6% of people have set an automatic alert to notify them when their name appears on the web.

People are cautious about posting controversial comments on the internet. 59% have posted using a screen name that people associate with them. 55% have posted using their real name, and 42% have posted anonymously.

24% say that their employer has rules or guidelines about how they are allowed to present themselves online. 11% say that their job requires them to promote themselves through social media or other online tools.

In the poll of the industry experts, only 55% believe that there will be a “secure, popularly accepted and trusted privacy-rights infrastructure by 2025”. The experts almost universally agree that we are living in a period of ubiquitous surveillance.

Many of the experts believe that it is not possible to create an effective privacy rights system. They believe that both government and industry have very little incentive to reverse the already invasive status quo and that they have much to gain from continued monitoring of information.

It’s obvious in looking at these results that people are aware of how ubiquitous surveillance is and that what they say on the Internet is seen by others. Most people are concerned about how the government or businesses view and use their information, and of the consequences of what they post with their employer. Of course, this still leaves me wondering how to explain drunk selfies!

Categories
Improving Your Business

When Customers Comment

Pew Research Center has released another interesting poll that looks at how people interact with each other on social networks. There were two primary findings from that poll, which are both things that most of us have observed but that were interesting to see validated.

The first is that social networks tend to have a suppressive impact on the willingness of people to express personal opinions on a social network. On sites like Facebook and Twitter people tend to hang out with people of a like mind and this creates what Pew calls a ‘spiral of silence’. This is something I have always thought of as peer pressure. When people are on the same network with their kids, their parents, other relatives, their coworkers and their friends they tend to be reluctant to share views that they know are contrary or controversial to the views shared by their ‘friends’ on the social sites.

The study was conducted by looking at how willing people were to discuss the Edward Snowden – NSA story about the government spying on apparently everybody in the world. It turns out that people were less likely to discuss the topic on Facebook and Twitter (42%) than they were when talking live with somebody (86%). It’s obvious that the peer pressure of a social network stops people from expressing views that they might freely express somewhere else.

That’s interesting, but the other finding is that an opposite thing happens when people post on other sites like newspapers or customer service sites. There, the peer pressure seems to have the opposite effect and people tend to pile on to negative comments made by others. It’s almost as if seeing a negative comment gives them the courage to also say something negative. Anybody who owns a web site with a customer service contact page that that allows public comments knows about this phenomenon. On such sites many people will say things that they would never say in public and comments can quickly escalate and get incredibly nasty.

This creates a real dilemma for a company that wants to maintain a place for customers to comment, seek help or ask questions on the web. Many companies have shown that having a public forum can be an extremely effective way to identify problems that they might otherwise never know about. And the web creates a way to respond and often solve problems quickly.

But you need to have a thick skin if the comments on your site take a turn towards the ugly. One angry comment can lead to another until your site is flocked by angry people, many who might not even be your customers. All of the social media experts I read recommend that a company must engage customers in this sort of situation rather than withdraw or delete comments. They say experience shows that when a company addresses hostility in a reasonable, calm, persistent and truthful way that the company will be viewed as more human.

If you can further demonstrate that you are willing to solve some of the problems that caused the comments to escalate it’s quite possible to win some of your detractors over to your side. It seems that the phenomenon of piling on to negative comments, perhaps described as negative peer pressure, can be defused by reasonable tactics by a company.

You can’t wade into such a situation and just try to mollify people by being nice. That is the sort of behavior that people expect from customer service reps on the phone and they generally don’t like it on line. Instead you can feel free to disagree with people as long as you are doing so with facts and respect.

There are going to be angry people that you cannot mollify or even have a discussion with and sometimes the comments might get so vile that you will have little choice but to delete or ignore them. But when people have legitimate concerns and they go overboard in expressing unhappiness and frustration you can usually win them over by providing facts and solutions. After all, anybody complaining on your site obviously has a vested interest in your product or service and they generally want to like it. Your job in this situation is to help them do so.

Categories
Guest Blog Improving Your Business

Make Being Local Work for You

market 1 (Photo credit: tim caynes)

Today’s guest blog is written by Mindy Jeffries of Stealth Marketing. She will be writing a series of blogs that will appear here occasionally. If you want to contact Mindy you can call her at (314) 880-5570. Tell her you saw her here!

I look at small telephone companies and as a marketer I see tremendous marketing potential due to their advantage of being local. I would have a blast with marketing in these markets. Here are the questions I would ask myself and my team:

  • What is going on local in my community?
  • Can I create something that would be a resource to my community?
  • What could I do to bring my community together in the new virtual world? What could you do that is useful from the customer’s perspective?

I would find something the community needs, such as listing of local events and get it on the web. Then, using social media you have to advertise news of the local application that you have created and the content within.  This will start bringing people to your site to check out the latest news on what to do around town or the weather or whatever you choose.

Once you get your current and potential customers coming to your website or social media site for useful information, then the next step is to ask them for their email addresses. At this point, you don’t care if these people are customers or not, just provide each person with useful information. As you create value, your prospects and potential prospects will give you their information including email addresses because they want to interact with you.

Then you start housing this information in a database application that can automate, score and deliver very customer-specific news and offers to your prospects and current customers.  Your prospects get offers for new services, and your current customers get retention offers, or news on programing or movies or VOD coupons.

Start simple, but there are lots of ways to take a program like this to the next level.  You can incorporate your advertising clients and distribute their offers as well. This could be your retention program!  Some examples might be coupons for the pizza provider in town or coupons for the local theater.

Your imagination can run wild, but today digital environment exists to help you organize and filter messages and marketing.  Social media have changed the world.  Instead of always talking about you and your services, you need to look at the world through a customer/potential customer lens and asking the question from their perspective – what can I do through the resources I have, to make myself useful to them?

It’s an exciting times to be a marketer!

 

Categories
Improving Your Business The Industry

Branding and How a Customer Views Your Company

Etsy engineers and customer service at work (Photo credit: Wikipedia)

Today’s guest blog is written by Mindy Jeffries of Stealth Marketing. She will be writing a series of blogs that will appear here occasionally. If you want to contact Mindy you can call her at 314 880-5570. Tell her you saw her here!

I watch a lot of old movies and sometimes I find myself thinking back to the 1940’s and 1950’s. The world was not only pretty straight forward; it was also black and white. Have you ever thought that?  Be honest!  Think of where we are now. How different our marketing world has become in the past few years.

Marketing has become so multi-dimensional!

This marketing evolution is good for everyone.  Good for businesses, good for marketers and very, very good for customers.

So my question is: how is your business looking in this multi-dimensional world? Let’s start by listing a few of the places you are seen and then I will explain the importance of each one:

  1. Your office or headquarters
  2. Online
    1. Website
    2. Social media outlets
  3. Your customer service efforts
  4. Your employees – on and off the job
  5. Public Relations

These are the questions I ask myself as I walk into an office for the first time:

  1. How would this office look to a customer? Is it exciting or cluttered?
  2. How does it match or build on my advertising?  Is it an extension?  It should be. Are we saying we are a high-tech company?  The office should reflect that.
  3. Is the office clean?
  4. Is there adequate parking?
  5. Is it efficient at handling lines?
  6. Are the marketing/promotional materials current?

Does/Is the Website:

  1. Reflect the brand well?
  2. Organized?
  3. Optimized?
  4. User-friendly, with obvious access to information?
  5. Allow a user to find the pricing for the services offered?
  6. Modern? An archaic web presence is a poor reflection on your business.

On Social Media, are you:

  1. Transparent? Are you answering critical posts quickly and resolving the problem publicly? Do people trust the information you’re providing? Are you resolving problems publicly and respectfully?
  2. Using it for customer service? If yes: are you answering customers’ questions and concerns quickly?
  3. Creating a useful environment for the entertainment industry?

Customer Service, do you:

  1. Train and empower customer service representatives?
  2. Offer transparency in customer service?
  3. Be sure the customer service reps have all information about offers and promotions before the customer does?
  4. Remember customer service employees are an extension of your company?

Other (company branded vehicles, employees, community efforts or in the customer’s home):

  1. What happens when an employee is at the grocery store and a question comes up? Do they respond in a positive manner? What do they do when no one is looking?
  2. How do the trucks look? Banged up?  Well branded and identified? The cable companies whom you compete against never seem to get this right. The trucks have stickers on the side or are branded from the last acquisition.  This is an opportunity to look clean, neat and high-tech.
  3. What is the process as employees enter customer’s homes? Do they track mud or wear clean booties over their work boots? Do they leave each area a little bit better than they found it?

For Public Relations, you should:

  1. Find places to speak and then get out on the circuit!  Tell your story.  What is new in your business? Your story is anything from hiring a new person to launching a new platform.
  2. Join business clubs such as: Rotary or Kiwanis and tell your story and meet other business people, figure out if they need your service.
  3. Send the stories of significance to the local paper.  Many papers love the extra content.
  4. Identify key employees to help you in community ambassador roles.

The items discussed above go to branding. Branding helps your company build loyalty and confidence with customers and potential customers. Remember, each time a customer comes in contact with your company it is either a positive contact or a negative one. Therefore, examine each touch point carefully.

Categories
Improving Your Business

Planning your Marketing Budget

market 1 (Photo credit: tim caynes)

Today’s guest blog is written by Mindy Jeffries of Stealth Marketing. She will be writing a series of blogs that will appear here occasionally for a while. If you want to contact Mindy you can call her at 314 880-5570. Tell her you saw her here!

It was much easier in the past to plan the marketing budget. But today there are many more choices of how and where to spend your budget.

From a bird’s eye view, let me show you how we do it at Stealth.

First we ask, what is the plan for next 12 months?  We chart or ‘brown paper’ the desired customer gain and then define the tactics needed to achieve that goal.

There are many levers to pull in order to achieve the desired customer acquisition goals. The first one is usually marketing spend.  As you spend more money, more people will hear your story and more will sign up (assuming the story is a good one).

But we marketers are always trying to be efficient.  So our next set of questions look something like:

  • “What kind of offer can I afford?”
  • “What is the best offer available to me?”
  • “How can I package that offer to look better than the competition and to get noticed?”
  • “Where can the offer be seen?”

This is a process that we go through freshly each year.

Next we build tracking methodologies behind each and every tactic.

Planning for Direct Mail

Many marketing tactics are extremely quantifiable, for example – direct mail is extremely easy to track.

While industry standards tell us to expect only a .5% to 1% response from direct mailings– we think an achievable goal is 2%.  This is achievable today, but takes focus, control groups and testing.  We call this, “Deploy, Measure, Adjust, Redeploy.”  It is a constant cycle that works hard to achieve success over time. If you pay attention to what works and doesn’t work your direct mail gradually elevates to good levels of pull.

Planning for Digital

Digital marketing is a great tactic to use in selling telecom products. It’s very targeted. You can deploy different messages to different customers and it’s cost-effective. And just like direct mail it gets more cost effective over time as you “Deploy, Measure, Adjust and Redeploy.”  Fortuitously, you can decide how much you want to spend and then you adjust the plan to fit.  As your efforts prove successful, you can add more money to a campaign. The challenge of digital marketing is finding a trusted advisor who really understands a complicated space that is changing daily.

Also, think of planning and executing tactics within social media. This still takes planning and dollars, but can change your marketing and even your customer service. Customers and potential customers can learn about you before they jump on board with your company.

Planning for Media

Media buying in telecom is another good tactic when and where it is available. But done poorly it can be a waste of budget. I once worked in Salt Lake City and there was a smaller operator in the suburbs. They couldn’t justify the media spend to buy the Salt Lake market, but our two firms together had a substantial piece of the market. They ended joining us as a partner to be able to afford the media buy. Ask yourself if there is a creative solution that makes sense in the media world.

At Stealth, we have algorithms to determine efficiency in the television medium. Don’t overlook your own channels for cross promotion.  How efficient can you tell your story with cross-channel advertising? There are still many ways to produce very good quality spots today.

Planning for Print

Small town papers can be a good medium to tell your story. They generally have loyal and devoted readership and you can creatively tell your story.

Have you ever thought of using movie posters? That’s a way you can put your information into the space in a creative manner. There are traditional and non-traditional places to buy or place movie posters. Also, in your local paper, buy a panel and tell your prospects what is on your service in a unique creative way.

Finally, we look at the budget last year. 

It’s always tempting to jut budget this year on what was spent last year. But you should always look to see if there are reasons to increase or decrease spending? More digital marketing might expand your spend for a few years, but start becoming more efficient over time. What is the competition doing? Are you expanding to new areas?

As you ask the right questions you can begin to plan your marketing spend and can design a marketing plan that fit your budget. But as you achieve success with  marketing you can have more confidence each year to spend more.

Categories
Meet CCG

One Hundred Blog Entries

This blog is an introspective look at the blogging experience. Last Friday I posted my 100th blog post. I have written one every work day and they have been posted every day except once when my wife just forgot to post it.

The process of writing a blog every day is a really good exercise for somebody like me. We have so many different clients at CCG and we get pulled into so many different business situations with different issues that I find that I know a little bit about almost everything in the telecom industry. Some things I know a whole lot about, but on many topics I feel I am a thousand miles wide and an inch deep, meaning I know the basics about a topic, but there is much more that I can learn.

So writing this blog has been a learning opportunity for me. I have read books, read thousands of web articles, scoured Wikipedia and talked to people who I consider to be experts. When I write about most of the topics I end up knowing more than when I started, and for a consultant that is not a bad thing.

Not all of my blog posts are factual and some are just my opinion. When I first started the blog I tried to avoid opinion pieces, but then I came to realize that I have strong opinions about some of the things going on in the industry and I decided to let my opinions out of the box. This has also been a learning process for me, because before I can write an opinion piece I still need to think about the topic and do research, and I have found myself modifying my opinion a few times during this process. Certainly the act of thinking deeply about any topic is a healthy mental exercise and I actually look forward to the writing and thinking time.

After I had written 20 blogs I had a fear that I was going to run out of topics. I look around the industry and I don’t see anybody else writing daily blogs, and perhaps I am nuts to try to do so. A lot of industry blogs have posted a dozen entries in the time where I have done 100. I still don’t know exactly what that means, because in daily life I am not overly loquacious, but I seem to not lack words when I write. There may come a day where I struggle to find topics, and if that happens I will slow down. But there is so much going on in this industry that I just don’t see that happening for a while.

I am also a bit surprised by where the blog has taken me. I have spent a lot of time thinking about and writing about the future of the industry. The industry is undergoing more changes right now at a faster pace than ever. Companies are changing, technology is changing and products are changing. Trying to figure out where this is all headed is an interesting exercise. I am sure I going to be wrong about a lot of my predictions, but right about others. Certainly there will be new inventions that will change the landscape in ways we can’t imagine today and that will trump any current predictions. As an example, a decade ago it would have been nearly impossible to predict the impact of social media and there will be the new equivalents to Facebook coming.

I find the Internet of Things to be the most interesting of change of all. The idea of filling our environment with little sensors and tiny computers to give us a different interface with our environment is fascinating and exciting. I have read science fiction books since I was a pre-teen and it is amazing to see us on the cusp of so many of the things predicted in that genre.

I have found myself writing about the cable industry a lot more than I expected, but that is where all of the action is happening. I don’t think anybody expects a future where households buy the huge bundle of channels in the same way they do today. There are too many market forces pushing on the industry to change. But I’m not sure anybody really knows where it will end up in a decade.

I thank my readers for dipping in from time to time to see what I have to say. My volume of readers had grown continually and just watching the blog tools is an interesting thing to do. I can see how many visitors come to my blog each day, and I know how many articles they read (but not who they are). One thing I know now for sure is that the telecom industry shuts down on Friday afternoons and very few people read the blog then.

This is a blog for telecom carriers and it is meeting all of the goals I originally established. It’s making me stay current. It’s helping me understand the issues in the industry. It’s letting me think about the future of the industry and then turning around and making that process relevant to my friends and clients. So, at least for now, I see the blog continuing, so stay tuned.

Categories
Meet CCG

One Month Anniversary

I’ve been writing this blog for a month now and so far I have learned the following:

It takes a certain discipline. On many of the topics I am covering I could easily write a white paper, or at least a long dialogue. However, blogging forces you to keep things short. I have found that I will have to break some topics into a series of blogs if I want to cover them fully.

And the trick is in making something short is to not over-simplify it. I have already caught myself doing that. Some telecom topics are complex and can’t be covered adequately in three paragraphs.

So bear with me as I learn this new medium. It has been interesting to write this way and I hope the resulting blog posts are of value to my readers.

There are a lot of topics. When I got the idea of writing the blog my first fear was that I would quickly run out of topics. On the first day I sat and thought hard and made a list of forty topics. It struck me that day that if I wrote those forty blogs that I would be done with this blog after two months.

Luckily, it seems that every time I write something or read something on the Internet that I think of five more related topics. I also now seeing a blog post every time I read a telecom news story.  CCG Consulting as a firm is involved in a huge array of telecom services. This gives me a really wide spectrum of relevant ideas to write about. I don’t know that I can crank out meaningful posts forever, but I think I can do it for years. We shall see.

Some topics are boring as hell. So far I have not found any good way to spice up a blog post about an FCC ruling or about the current nature of access disputes. But sometimes these are the topics that small LECS and CLECs most need to know about. So please just take my most boring blog posts like medicine and just remember they are good for you!

Categories
Improving Your Business What Customers Want

Know Your Fifty Biggest Business Customers

This is an idea that is so simple that I almost didn’t make a blog entry out of it. But every service provider should personally know their largest business customers. I arbitrarily set the number to fifty customers, but fifty is not a magic number and there is some number that is right for every carrier.

When I say that you should know them personally I mean just that. These customers should get a visit from you every year. You should do your best to get to know each of these customers well and understand their needs. Talk to them about their business and understand how they use your existing products. If this blog has highlighted anything, it is that the needs of business customers are evolving and changing quickly, so you should also be talking with these customers about how you help them to meet their needs in the future.

Starting this process is easy. Generate a report each month that lists the highest billing customers. As you compare these results month over month you will begin to see the top customers in terms of billing.

As you find out what your largest customers want, you are going to find out that you have holes in your product offerings. You might find that these customers are buying some things elsewhere or else are going without features and products they would like. It would not be surprising to find that some of them are thinking of changing service provider. Often you will find out that they don’t know what they need in terms of product, and part of the reasons for these visits is for you to educate them on the wide range of business products that are available to them today.

The businesses should welcome your visits if you come by to get to know them and advise them. You are not be building loyalty if you only visit your customers when they have a contract expiring or some similar event. Loyalty instead comes when they know you care about them and their success.

Most service providers I know can name their top few customers, but it’s rare to find somebody who can name their top fifty. And it is far fewer who have made it a priority to visit their largest customers every year. Visiting fifty customers is one visit per week. Find a way to work that into your schedule. You will love the results.

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