Bill Keogh

I recently participated in a webinar where the topic was “becoming a customer conversation centric company.” Customer conversations […]

As you prepare for the intensive spring selling season, it’s a good idea to assess the early warning […]

Recently, I’ve heard concerns from some ag retailers about their difficulties in selling seed. Much of this seems […]

In my September column, I discussed data from AgKnowlogy’s Customer Ex­perience Monitor showing full-service retailers often have a […]

In today’s highly competitive market, it is difficult to achieve a sustainable competitive advantage without achieving superiority in […]

Services represent approximately 80% of U.S. Gross Domestic Product, so to say we live in a service and […]

As I read the financial news, much of the buzz is on layoffs, loans, restructuring, and in ag, […]

Recently, I came across something called the Edelman Trust Barometer, published by the public relations firm of the […]

Last month, I provided a high-level view of getting sales staff aligned with customers in your company or […]

Last month, we started discussing how to drive changes within your company that will impact loyalty. The first […]

Last month we discussed word of mouth economics, and how it relates to the Promoters, Passives, and Detractors […]

We have been discussing that customer experience is different than satisfaction, and how these experiences directly impact loyalty. […]

Studies across many industries have shown that approximately 80% of customers who defect are actually satisfied. Over the […]

The recent theme of these columns has been on customer experience management and loyalty. Thinking about these things […]

Economies of scale and the increasing size of a grower’s operation are driving retail consolidation. Several of our […]

This column will introduce a customer segmentation approach that links loyalty measurement to profitability. Net Promoter segmentation is […]

Strategically-minded agronomy managers are looking for an improved sales process result ing in better customer experience, loyalty, and […]

Among the wise things your mother told you was to not run with scissors, and not to worry […]

One of the biggest problems worrying ag retailers is customer loyalty. There is a rural legend that customers […]

A recent review of U.S. companies showed approximately 70% frequently miss their sales targets. Most of these companies […]