Description: Data shows that maintaining customer relations was a huge challenge for midsize companies in 2020. In-person sales is often a crucial differentiator for these companies, which have fewer resources to put into digital selling tools and training than larger firms. But some midsize companies have adapted to virtual selling and have not only held their own during the pandemic, but increased sales. They’ve done so by using online connections to humanize interactions, creating greater sales process efficiencies, and bursting out of traditional geographic boundaries.

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In order for growing midsized companies to avoid a customer experience meltdown, their leadership must plan and build leadership infrastructure. Without leadership infrastructure, growing companies can be victimized by their own success.

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Be afraid! Many growing midsized companies are at risk for a PR disaster like Comcast’s if they underinvest in operations.  Last-minute rush-job hiring, poor training and the pressure of a growing company can combine into operational meltdowns.

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Understand how customers will perceive news of your acquisition. Learn about the need for planning and costs to manage customer perceptions.

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Changing economic environments can kill business predictability. High level executives may have to work cross-departmentally when needed to galvanize the right combination of efforts. But they must do one thing for sure:  stop thinking about it and get out there.

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Adverse customer decisions impact much more than our financial statements. They affect CEO values. This is a consequence that all of us as chief executives must think deeply about.

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Though small retailers struggle to compete with mega-stores, they have the potential to provide services their large competitors can never match. A changed mindset may transform the traditional retail relationship.

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It pays to know what your customers are thinking then meet their needs before they express them. Easier said than done? Not when your passion is customer service.

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Relationships are critical to success, but many of us stop short. David Takeuchi built Bedrock Brand Consultants on a solid foundation:  the four cornerstones of branding.

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All businesses encounter problems from time to time. But when really bad news is staring you in the face, how much should you share and when?

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