Do They Feel Vendor Loyalty or Account Manager Loyalty?

Every business owner or executive with P&L responsibility covets customer loyalty from high-margin accounts. But who is each customer loyal to: your company or your employee? You might be at risk of losing loyal customers when an account manager leaves or moves to more challenging accounts. In this case study, a regional manager wants the answer to a question he can’t risk posing himself: “If I give you a new account manager, will you renew your contract with us?” When a third-party interviewer asks what sounds like an innocent, spontaneous question during a feedback interview, the regional manager gets his answer.