Blog

How Resistance to Change Kills

Posted on October 12th, 2017 | Blog | No comment

I confess, I was eavesdropping on my plane seatmate’s PowerPoint for a minute or two and saw this quote: “Branding is out, Results are in!” I so wanted to applaud and interrupt him but he was dug in on his work. I don’t know if it was his original quote or from another source but read more


Are Customer Surveys Useless? Ask the Airlines

Posted on August 7th, 2017 | Blog | No comment

Each time I fly, if I am in the airlines’ frequent flyer program, I receive a customer survey almost upon landing. Or maybe everyone gets it. I can guarantee you that no passenger feedback form is telling the airline they approve of “the new airline industry”. Customer feedback is useless to them, so why do read more


Avoid this Sinkhole: Customer Complaints Often Offer Dangerous Surprises

Posted on July 17th, 2017 | Blog | No comment

It is a fact of life that your company, any company, is going to have complaints. It doesn’t make you bad people, it just means that a customer experience didn’t measure up as expected. It doesn’t surprise us that solving issues is often an important driver in a buying decision. Yet it does surprise us read more


What builds Trust? It may not be what you think!

Posted on June 13th, 2017 | Blog | No comment

When it comes to making a buying decision, where does trust rate as a criterion? A recent Wall Street Journal interview with a couple of business consultants tried to address the question using the travails of United Airlines as an example of a company that has lost public trust. The downturn in business for United read more


Spell it Out for Your Customers!

Posted on May 11th, 2017 | Blog | No comment

Do you feel commoditized? Are you fighting the price game every time you have a new opportunity? We see so many companies succumb to price pressure because they don’t have a relevant value proposition. Often they miss the opportunity to provide solid confidence building in the sales encounter. Nothing grabs the attention more of a read more


Afraid of Competition? U.S. Airlines vs. International Competitors

Posted on March 24th, 2017 | Blog | No comment

Last blog post,  I wrote about the disintegration of loyalty programs, specifically mentioning Delta and Marriott hotels. This is a trend happening across industries. When a company provides a diminishing return of rewards to loyal customers, shouldn’t that company be concerned with how they are perceived and how they deliver customer service?   In other words, read more


What if Loyalty Doesn’t Pay Anymore…Ignoring Customers’ Values

Posted on February 22nd, 2017 | Blog | No comment

As a frequent business traveler, I can’t help notice the moves made by large companies in meeting the needs of their customers, or not.  I have been an elite member of the Marriott Hotel chain for years.  It affords small benefits but ones that their elite members have come to value.  Besides speedier (sometimes) check-in, read more


You will get the lead but you need proof to close the sale.

Posted on January 11th, 2017 | Blog | No comment

If you have been following our blogs and /or know our work through my books, you are aware that we are strong believers that you should provide customers with solid evidence that you can, with proof, deliver what they want.   I don’t mean that you can deliver the widget or the service you sell, read more


Put on Your Rose Colored Glasses, Please!

Posted on September 21st, 2016 | Blog | No comment

For years I have been telling stories of clients who had lots of good news but missed it completely because of their focus on bad news. The thing is this: Owners and the C- Suite folks tend to be problem solvers day in and day out. We spend a better part of our day focused read more


From Good Marketing to Bad Sales Encounter

Posted on August 4th, 2016 | Blog | No comment

The flyer arrived in the mail at the right time.  It came from a window treatment company at the very moment I was planning to contact various window treatment companies.  It felt like serendipity, so I called them. It also saved me valuable research time.   Sadly, my experience was not a good one.   read more


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    Smart Advantage is the only marketing and management consultancy focused exclusively on identifying and communicating the most important element of successful competition – your competitive advantage – from your target market’s perspective. Why from the customer perspective? Because if your clients don’t value your differentiators, then they are not relevant.
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