By Tony Kubica And Sara Laforest
Why Nordstrom, Zappos, Apple and Netflix Rank High in Customer Satisfaction.
By Lynn Hunsacker
What’s the difference between user-experience design and customer-experience design? Although the phrasing is similar, there’s a real gap between the two concepts.
By Kara Lawson
Before an insurance company designs a strategy to address the customer experience/cost problem, it’s important to understand exactly what constitutes an effective customer experience.
An Innosight Executive Briefing on Corporate Strategy (PDF) Lifespans of top companies are shrinking, according to an Innosight study of the S&P 500 Index: • 61-year tenure for average firm in 1958 narrowed to 25 years in 1980—to 18 years now. • A warning to execs: At current churn rate, 75% of the S&P 500 will [...]
By Sam Wilson, Fast Company Magazine
People buy from people. In this choice-filled, transparent world, consumers engage by recommendation and relevance. You can advertise until you’re blue in the face, but if you’re not part of your customers’ lifestyle and culture, why would they want to spend time with you?
By Cincom CEO Tom Nies
The history of Venice can prove a valuable lesson to any business that feels it is at the top of its game or holds the largest share of the market. One must never rest upon success for too long.
By Jeff Beals
“Let a fool hold his tongue and he will pass for a sage,” wrote Publilius Syrus more than 2,000 years ago in ancientRome.
By Jaynie L. Smith, Author of “Relevant Selling”
What customers value most changes constantly, and the pace of change has increased exponentially with the economic recession.
By Mark Miller, Author of “Great Leaders Grow” One of the most critical parts of our role as leaders is helping people see the future as we see it. This is an ever-present challenge. One of the reasons this task is so formidable is that people are different – what resonates with one person may [...]
By Jim Edwards, Business Insider P&G is the world’s largest advertiser, controlling a $10 billion ad budget. The company signaled it wanted to save money by shifting marketing dollars into digital at the beginning of the year. The question, as always, is how to persuade consumers to engage with P&G’s brands, most of which are not inherently social. Is the [...]
One of the many things I learned from years of flying my plane is the concept of “staying ahead of the plane.” Picture this: It’s 11:00 at night, raining heavily, ceilings at 200 feet, wind gusting to 25 knots. You’re flying a single-engine Cessna into Martha’s Vineyard airport. You can’t see anything outside the airplane.
The Economist interview with Jeff Bezos, Amazon Founder Successful firms tend to be the ones willing to explore uncharted territories. “Me-too”companies do not do well over time. As companies grow, there is a serious danger that novel ideas get snuffed out by managers’ desire to conform and play it safe. Social cohesion comes at the [...]
By Dr. Andrew Currah The rise of the social customer and social enterprise. Was 2011 the year that 20th century customer service started to disappear?
By Eric Markowitz, Business Insider Guy Kawasaki wears many hats. He’s the founder of Alltop.com, a bestselling author on social media and marketing, and still somehow manages to fit in about 75 speaking engagements each year. Here, Inc.com reporter Eric Markowitz chatted with Kawasaki to get his thoughts on how entrepreneurs treat social media—and how [...]
By Duke Chung, Mashable The emergence of social media communities requires you to track a new set of customer service metrics. Fortunately, you’ll have a better understanding of who your customers are and their service expectations. In some cases, it might even mean the end of traditional service level agreements (SLAs).
Great teams of any sort are rarely great without great leadership.
It’s great for companies that sell “visual” products like jewelry, fabrics, paintings, but B2B?
Converting prospects into leads and leads into opportunities are topics of many a marketing and sales meeting. Many companies that offer outsourced marketing tactics try to stay clear of this discussion, perhaps for fear of having their performance measured.
Context is the connector to the customer. It establishes relevance to what the customer…
Business is nothing without story. Features interview with Dr. Elliot McGucken, author, artist, entrepreneur,physicist.
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