The Importance of Perception
We all have a perception of a Ferrari— sleek, fast, or stylish— yet very few of us own one, driven one, or even sat in one. Somehow...
The Customer Experience Blog
We are in the business of helping you connect your CX programs and practices (however you chose to refer to the work you're doing to make your customers successful), to revenue. Check out our blog to learn more and share your thoughts.
Tom Cates
- Sep 23
- 2 min
Buyers are Individuals, Not Averages
How to Change the Average Throughout the last few weeks, we have discussed how essential retention rate is to your growth. Unfortunately,...
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Tom Cates
- Sep 16
- 2 min
Making your B2B Buyers BFFs
What happens when you achieve Trusted Advisor status with your buyer? Perhaps the most important result is that you move up in the...
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Tom Cates
- Sep 9
- 3 min
Loyalty Matters
If you are in a mature industry where an unhappy customer can switch to another provider to get a similar product from another...
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Tom Cates
- Sep 2
- 4 min
4 Types of B2B Relationships
Each provider in an industry has earned a certain amount of sales equity with their customers, and the industry’s performance can be...
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Tom Cates
- Aug 19
- 3 min
How to Create Sales Equity in Your Industry
Opportunities to create sales equity vary depending on the industry and/or the sales situation. Even in B2C relationships, it's possible...
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Tom Cates
- Aug 12
- 2 min
EARNING SALES EQUITY IS KEY TO PROFITABLE GROWTH
Over the last couple of weeks, we have done a deep dive into product equity and brand equity. However, we have yet to further discuss the...
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Tom Cates
- Aug 5
- 4 min
GROWTH OPPORTUNITY IN BRAND EQUITY
Two weeks ago, we briefly discussed brand equity. As a refresher, brand equity is defined as “the tangible and intangible value a buyer...
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Tom Cates
- Jul 29
- 2 min
GROWTH OPPORTUNITY IN PRODUCT EQUITY
As a reminder from last week’s article, product equity is the tangible and intangible value a buyer receives from his perception of the...
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Tom Cates
- Jul 15
- 2 min
PRODUCT, BRAND, OR SALES EQUITY -- WHAT SHOULD YOU FOCUS ON?
Last week, we discussed misconceptions about growth and the two most common mistakes businesses make in regard to growth. As a small...
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Tom Cates
- Jul 8
- 3 min
THERE ARE ONLY THREE WAYS TO MAKE MONEY
There are a lot of misconceptions about growth. For instance, most business leaders view growth as taking last year’s revenue, setting a...
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Tom Cates
- Jul 30, 2021
- 4 min
WHAT IS YOUR CUSTOMER RETENTION RATE? CHANCES ARE, IT CAN BE IMPROVED.
So, you want to increase your company’s sales equity but you don’t know how. Let’s take a look at the typical sales process: You give...
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Tom Cates
- Jul 12, 2021
- 3 min
UNDERSTANDING YOUR BUYER'S PERCEPTION WILL LEAD TO AN EFFORTLESS CLIENT EXPERIENCE
Buyer Perception Impacts Your Business More Than You May Think Unfortunately, in business you can do everything right and still lose a...
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Camille Walter
- Jun 25, 2021
- 3 min
HOW CUSTOMER EXPERIENCE SURVEYS CAN IMPACT YOUR BUSINESS
What Is Customer Experience? Encompass-CX, a partner of The Brookeside Group, was founded with the main goal of optimizing customer...
28 views0 comments
Camille Walter
- Jun 11, 2021
- 3 min
THE 6 DIMENSIONS OF BECOMING A TRUSTED ADVISOR
What Does It Mean To Be A Trusted Advisor? Do you want to know how to become a Trusted Advisor? The first installation in this Trusted...
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Tom Cates
- Jul 24, 2020
- 3 min
HOW CUSTOMER EXPERIENCE SURVEYS CAN IMPACT YOUR BUSINESS
How often do you receive requests to complete customer satisfaction surveys? Especially the type that poke into your consumer mind. It’s...
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Tom Cates
- Jul 24, 2020
- 3 min
Why Measuring Client Experience is Important
How we Measure Customer Experience True customer loyalty is not a vague or intangible emotion. It is a definable and manageable motivator...
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Tom Cates
- Jul 24, 2020
- 2 min
BECOMING A TRUSTED ADVISOR WILL IMPROVE YOUR B2B EXPERIENCE
Relationships Matter in B2B Customer Experience You perceive your individual client relationships 1 of 2 ways: You are undervaluing them...
48 views0 comments
Tom Cates
- Jul 24, 2020
- 2 min
NPS IS NOT ENOUGH TO MEASURE TODAY’S CUSTOMER EXPERIENCE
How Do We Measure Customer Experience For twenty years, businesses have benefited from conducting surveys with clients and customers to...
50 views0 comments