B2B Customer Service Metrics & More

Shem Szot, eCommerce Biz Development & Digital Marketing Manager, HP

Which is more important for B2B Sales: Customer Service or Price? When I first started selling business-to-business (B2B) services, I really believed all the people who turned me down by saying, “It’s too expensive.” I sweated over whether I was …Continue Reading →

Improve Your Customer Service With Journey Mapping & Process Improvement

Highlights clip below re choosing the right technology partner. To hear the FULL episode, use the player bar above. Errol Denger (of IBM when we recorded this interview, now at Adobe), and I discussed the role of customer journey mapping and processes in …Continue Reading →

Time to Stop Worrying About Your Net Promoter Score (NPS)?

Bill Lee, Founder, Center for Customer Engagement; President, Summit on Customer Engagement (taking place in Feb); author, The Hidden Wealth of Customers

Prefer reading to audio? Click below to get the transcript of this interview. Get your FREE Transcript Now! In today’s interview, Bill Lee, Founder of the Center for Customer Engagement; President, Summit on Customer Engagement and author, The Hidden Wealth of Customers, said a …Continue Reading →

The Secret to Strong Competitive Advantage: Tilt Towards Customer Experience

Time To Tilt Toward Customers We keep hearing about how companies have to be more customer-centric in the digital era. There’s no question that when customers can spread unhappiness with your company around the globe in minutes, you’ve got to …Continue Reading →

How To Convince Your Boss To Invest In Customer Satisfaction

Study after study shows that companies with satisfied customers outperform the rest of the market. Yet for some reason, investing in improving customer satisfaction is still a tough sell. In today’s interview, I talk with Kerry Bodine, co-author of Outside In: The …Continue Reading →

Learn the Secret to Selling Online at Premium Prices

There are thousands of companies selling t-shirts online. I know this because I actually looked into doing it myself, as a social business model. I decided not to, but Bay Yess, founder of Tagged Threads, went for it, and is …Continue Reading →