RevRev Ep. 25 - Ed Powers

What are expectations? What role do they play in business? What role do they play in managing the customer relationship?  These are critical questions and the answers need to be well understood by everyone managing business relationships and specifically customer relationships.

In this week’s Revenue Revolutionaries episode, I sit down with Ed Powers of Service Excellence Partners for a fascinating conversation that unpacks the role expectation setting plays in developing strong and successful customer relationships. Ed shares how neuroscience is a key contributor to determining the health of a customer relationship and our ability to develop a productive success plan with customers.

About Ed Powers

Ed Powers is a senior executive with a passion for creating high performing organizations. As an electrical engineer with fifteen years of experience in high technology, he implemented Hewlett-Packard’s performance improvement practices in multiple organizations and later co-founded multiple start-ups. As an entrepreneur and chief operating officer, he built the highest performing organization in a demanding service industry, delivering industry leading customer loyalty of 96% and at 30% less operating cost.  As a management consultant, he helped start-ups to Fortune 500 organizations learn and apply leading approaches, improving everything from strategic planning to reducing PC user failures by 22%.  He is a board member and Examiner for Rocky Mountain Performance Excellence, an Examiner for the Malcolm Baldrige National Performance Excellence program, and a certified Six Sigma Black Belt.