John Caddell

Customers Are Talking: the Weird, Alchemic Process of Distilling Insight from Stories

by: John Caddell

Book clubs are big these days. A group of folks read the same book, then get together and discuss it, accompanied by refreshments (often of the wine & cheese variety).

Besides the social aspects of the book club, there’s something powerful about a group of different people, who’ve read the same story, discussing and deciding what it’s about.

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E-Book Available on Selling through the Slump (I contributed)

by: John Caddell

I was honored to contribute to a new e-book, “Selling Through A Slump” (free-registration required). Some of my favorite people (and friends of this blog), such as Dave Stein and Jill Konrath, also contributed.

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Good Customer Service Is an Investment in Your Business: 2 Examples

by: John Caddell

1. This article in the Wall Street Journal that discusses Delta pulling its call center back to the US from India.

2. This post by Felix Salmon (off his usual topic): “How To Succeed In Customer Service.”

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Using Values: Connecting Deeply with Customers

by: John Caddell

(This is another in a series of posts about gathering & using customer stories via social media. Prior posts are listed at the bottom of this post.)

Last post I talked about using emergent constructs to determine customer values related to a company’s product or service. Values are things customers find value in, don’t find value in, or find negative value in (that is, they buy & use in spite of a characteristic).

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Dealing with What Customers Tell You Online

by: John Caddell

Earlier this week, I posted on ways businesses can monitor what’s being said about them in various social media outlets. Perhaps in a challenge to myself, I promised a follow-up dealing with what businesses can do with this information. Finally, egged on by Amber and David from Radian6, here it is.

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Are 200 Customer Stories More Useful than 2,000,000 data Points?

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Thinking about Processes as 'Science' and 'Art'

by: John Caddell

One of my most gratifying but ultimately unsuccessful work assignments was to create an offering to open up an attractive new market segment. It was gratifying because many things went well–we developed a strong brand, quickly took up a position of authority and insight, and sold several important deals.

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Customers Are Talking - Opening Your Company up for Customer Dialogue

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Another Kind of Value Proposition

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Salespeople, Provoke Your Prospects!

by: John Caddell

A wag might say that many salespeople already provoke their prospects–you know, the old foot-in-the-door technique, the bait-and-switch, etc.

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