Customer Experience

In previous blogs, I reviewed Sam Bowers’ description of the model of the new economy and how it is affecting the pricing and accounting of products and services. Now, let’s take a look at how sales and marketing are affected: What Happens to Sales? Now that people are primarily buyers,…

In three previous blogs, I reviewed the basic model and Bowers’ views on added value, cost structure and accounting in the context of the new business world. Here is how pricing fits into his model: Pricing The only way to compete in the new economy is to improve your quality…

In two previous blogs, I reviewed the basic model and concept of the new business world presented by veteran speaker, Sam Bowers. Here are his views on added value, cost structure and accounting in its context. Bowers claims “The concept of “added value” is one of the worst concepts introduced…

In my last blog, I introduced Vistage speaker, Sam Bower’s new world of buying. Here is his diagram of it, with a brief explanation, comparing the new world with the old: = bare minimum of service you will provide and price you will charge for it. = price for additional…

Imagine that you want to make a deposit into your bank account. Right now you can either do it electronically through your smart phone or an ATM, or you can do it in person with the help of a teller. In the near future, however, you may have to pay…

This week, veteran Vistage speaker, R. Sam Bowers is speaking to my groups.  Here is an interview he conducted with Vistage about his presentation: R. Sam Bowers  contends that the world of selling has changed radically and that companies that intend to survive had better change with it.  Bowers describes…

  This is a longer version of my column in the April, 2014 of Smart Business Magazine (Cleveland Edition). No matter how well you make your products or provide your services, sooner or later one of your customers will experience a problem with your company. The way that you deal…

Once attained, there’s no guarantee of repeat success for any of us, but we can help keep the odds in our favor by learning from the mistakes and misfortunes of others. Here are some valuable lessons of what NOT to do:    Who’s REALLY Killing Best Buy? Many feel that…