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Articles tagged with: customer

What is the value of a loyal customer?
Tuesday, 22 Feb, 2011
What is the value of a loyal customer?

Recently I got a cut-off notice from T-Mobile. For non-payment of $106.10. Apparently I didn’t receive 2 bills, and if it’s not in front of me, it doesn’t register that the bill hasn’t been paid.
Let’s think about this for a moment. I have 3 accounts and 2 devices with T-Mobile. I give them around $150/month, not to mention the […]

How not to make a prospecting call
Tuesday, 27 Apr, 2010
How not to make a prospecting call

A woman from Australia recently called me on a cold call. She started by calling me  ‘Sharon.’ For those of you who know me, I refer to myself as Sharon Drew.  Folks who call me ‘Sharon’ are either making a cold call, or haven’t read my books or blogs. I have a long history with this problem, so playfully […]

Can a Techie Ever Understand a Customer?
Friday, 2 Apr, 2010
Can a Techie Ever Understand a Customer?

At the recent ProductCamp in Austin, I heard a well-respected researcher make the following comment: ‘Techies will never understand customers.’  That’s quite a statement. And it’s false.
I used to run a tech company. We employed 48 techies, so I guess I can qualify as knowing a bit how they think. As they begain doing their work as […]