VU Resources

When asked, “What is your greatest strength?”, 90% of insurance agents will claim “Excellent Service” as the answer. Yet if all of the agents who claim excellent service actually provided…

Have you ever escaped McDonalds without being asked of you wanted fries or a drink with your purchase? “Would you like a hot apple pie with that?” Why do you…

I’ve never met an agent who does not claim to concentrate on the customers’ needs. However, most agents have tried to define the customers’ needs without input from the customer.…

Wherever I go lately, I find myself talking about value. The equation. The whole thing. Not just the “Is-it-a fair-price-for-the-quality?” value. Enduring value, the kind that builds loyalty. The more…

In all my years of teaching (almost 20), I am continually amazed by the term “creating value.” It’s what every company says it does and wants and can do better…

Maslow’s “Hierarchy of Needs” gives us an excellent framework for identifying customer value needs. I think of them as the 7 “R’s,” the 7 Root Customer Needs. Perhaps they can…

This first tip of the new year is a reminder about delivering WHOLE experiences. Today’s customer, who has dozens of places she can spend her hundreds or thousands of dollars…

When I can imagine all the positive benefits of working out, walking and eating a lot of vegetables, it’s easier for me to do those things. When I lose sight…

There is a difference between relationships that are “transactional” in nature and those that are “transformational.” The latter are those that last for a long time and create value for…

Jan Carlzon, who turned SAS Airlines around in one year, coined the term “Moments of Truth.” Moments of Truth occur THOUSANDS of times a day in every business. He believed…