Tag Archives: Professional Services

That Negative Client Experience Could Be A Real Business Development Opportunity

Everyone has experienced a client / customer experience nightmare. Call it whatever you like; the fact is that almost every enterprise is going to have a bad day. What is done in the wake of the experience is the real stuff of being client / customer centered. The Bad Experience Since the first time we … Continue Reading

Entertaining The Ultimate Business Development Question

Several years ago Fred Reichheld, among others, began working on a conversation and a system that would prompt organizations to rethink clients / customer relationships. In his book, The Ultimate Question (now available in an updated 2.0 version), the discussion zeroes in on what the author defines as the ultimate measure of loyalty — whether a … Continue Reading

A CEO’s Formula For Progress In a Changing Marketplace

“Move more. Assume less.” This was the response of a CEO friend when asked about his success in turning around a consulting firm on the brink of extinction twenty-two months earlier. Don was retiring, and he was reflective. “In the early days we were determined to meet the market at its point of need. That … Continue Reading

Ready Or Not, A Change Is Gonna Come

Everyone has a list of things desperately in need of change. We’ll stipulate that the only constant in our world is change. In reflective moments we might even acknowledge a need for personal change. But all the agreement notwithstanding, the fact is that change is tough — potentially painful. And often the result hardly seems … Continue Reading

Build A Robust Network And Create A Pipeline of Business

More than a dozen years ago I stepped into my first business development meeting with a lawyer. When I asked this individual to describe his target market, the reply was something like “my ideal client is the next person that calls or walks into my office, needing help putting a business deal together.” Translation: this … Continue Reading
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