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How to Build Emotionally Positive B2B Customer Experiences.

I serve on the Board of Directors of a commercial construction company.  At our last meeting, we had a discussion about the increasing competitiveness of the industry and what strategies might be appropriate to differentiate further the company.  Management was talking about the increasing trend where a commercial construction company is viewed as a commodity.  Whoever can provide the lowest price, meet the quality standards, and hit the completion date wins the bid.

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Recognition for Our Clients

Last week, we had our annual ServiceConnect Client Conference in Phoenix, AZ.  It was hosted by Empire Southwest, the Caterpillar dealer for Arizona.  It was a day and one-half of idea sharing and learning about ways to improve service delivery in the business-to-business environment.  Our keynote speaker was Steve Phillips, recently retired from Harley Davidson.  He led that company's efforts to improve its service delivery.  Not only was his talk inspirational but it provided practical suggestions on how to transform one's cultural environment to make it more customer-focused.

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