Brian Doyle

Brian Doyle

Recent Posts

Service Value as a Negotiation Tool

Posted by Brian Doyle on Jan 3, 2019 2:01:17 PM

As we enter the holiday season and life becomes more hectic, great service becomes even more important. If you’re like me and your holiday shopping tends to skew toward the end of December, getting a retailer to deliver the gift you purchased before the 25th is almost as important as the gift itself.  It reminds me that great service – throughout the year – is an important part of a business’ value prop and shouldn’t be forgotten when buyers try to negotiate.

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Topics: Negotiating with Backbone

The Balancing Act Between Customer Experience & Price

Posted by Brian Doyle on Nov 29, 2018 10:26:11 AM

81% of companies say they will compete mostly or completely based on customer experience (CX) (Gartner). At the same time, 72% of CX professionals do not feel their programs are very successful at driving business outcomes (MaritzCX). Does that mean those 81% of companies that plan to differentiate themselves are going to fail? It does if they’re using the same approach as the 72% doing it now.

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Topics: Negotiating with Backbone