Difficult customer feedback can be challenging to listen to, but can provide the foundation for a very positive future relationship.
President & Founder
Jane is an avid runner and cyclist and can be found on the soccer pitch. She enjoys traveling and exploring new parts of the world with her family.
EO (Entrepreneurs Organization), The Boston Club, The Commonwealth Institute, Boston Chamber of Commerce. Jane is also actively involved and on the boards of several non-profit organizations.
Jane has a BA from the University of Western Ontario, Canada and an MS from Boston University.
Customer centricity is not as simple as making it your mission statement – done well it often requires a change in incentive structures and organizational design.
Sometimes we all need to take a moment and stop to reflect upon what we are doing and why. The constant go-go-go of our businesses and personal lives don’t often give time for reflection, thinking or even an extra moment »
The Net Promoter Score (NPS) is a customer loyalty measurement that brings great value and a simple measurement for organizing companies around customer centricity. Here are some pros and cons to the metric.
Personalization requires a focused strategy that extends beyond the acquisition phase of the customer life cycle. Tips on how approach the personalization challenge for B2B businesses.
The brain is not designed to multi-task effectively when you need to focus. If we all stopped multi-tasking in meetings, we believe we could cut meeting time in half.
Content marketing is a growing area of investment. Building content that connects to prospects and customers can be most powerful by enlisting your customer advocates.
Deeply understanding the needs and requirements of your customers requires an investment. Investment of time to establish strong relationships and trust with your customers; that trust will lead to hearing their honest assessments of your business model, products, services and people.
Executives spend more than half of their time locked away in meetings, yet many of these meetings are not focused on results and are poorly facilitated. Looking to build more productive meetings? It isn’t that difficult, commit to outcomes.
B2B leaders often measure their teams on contract terms and SLAs instead of customer outcomes and business goals. This is short sighted and can result in limited engagements.